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Customer Success Specialist
Customer Success Specialist
The Smart Fellowship's logo

Customer Success Specialist

Kanchi Joshi's profile picture
Posted by Kanchi Joshi
1 - 3 yrs
₹4L - ₹6L / yr
Vile parle
Skills
Customer Success
Customer Retention
Customer Relationship Management (CRM)


The Smart Fellowship is an offline workplace simulation that scouts, assesses and trains smart talent on behalf of 100+ companies. Our focus is on finding talent who, along with their technical skills, also can apply in-demand workplace skills like critical thinking, creative problem solving, emotional intelligence, and GenAI tools.


Our Client has appointed us to identify and hire a Customer Success Specialist

Short description of company: This is a freemium learning platform that provides top 1% curated content, certified micro-skill courses, paid learning opportunities, placement support, and flexible learning options through WhatsApp.

Company’s Vision: To make learning accessible, affordable, and engaging for millions globally by transforming scattered internet content into goal-driven, AI-powered courses. Empowering learners to achieve career outcomes through cutting-edge, AI-driven education.

Meet your Manager: Our founders bring deep expertise in product development and ed-tech innovation. One is a TEDx speaker passionate about disrupting traditional learning, while the other focuses on scalable AI solutions, driving our mission to build an AI-first company that empowers learners to achieve meaningful career outcomes.

Location: WFO (Mumbai, Maharashtra)

Salary Range: INR 4 LPA to 6 LPA


The best part about this role

  • You’ll take ownership of the entire learner journey, making a tangible impact on student outcomes. 
  • As the voice of the brand, you’ll build meaningful relationships with learners and drive customer satisfaction, all while being part of a mission-driven team recognized as a Top 20 AI Startup by Google.
  • If you’re selected, the company will also fully sponsor your participation in The Smart Fellowship - a 40-hour, simulation-based training that’s helped 50,000+ professionals build essential skills for career success - like creative problem-solving, workplace communication, critical thinking, and using GenAI tools at work.


You will be responsible for these Key Responsibility Areas (KRAs):

  • Learner Journey Management: Own the entire user lifecycle, from onboarding to ongoing support, ensuring a seamless and rewarding learning experience that prioritizes seriousness and intent.
  • Personalized Communication: Act as the voice of the company, engaging with learners through calls, chats, and emails, addressing their needs with empathy, clarity, and problem-solving skills.
  • Performance Excellence: Meet and exceed key metrics, including user satisfaction, response times, and resolution rates, consistently raising the bar for service quality.
  • Relationship Building: Go beyond basic support to build deep, meaningful relationships with learners, fostering long-term loyalty and brand advocacy.
  • Career Success Support: Assist learners in achieving their career goals through personalized guidance, insights, and proactive support, becoming a trusted advisor in their professional journey.

Your Key Performance Indicators (KPIs):

  • Learner satisfaction and retention rates.
  • Response time and resolution rates for learner queries.
  • NPS (Net Promoter Score) and positive learner feedback.
  • Recommendation rates and repeat engagement metrics.

Who We’re Looking For:

  • 1-2 years of experience in customer success, or a similar customer-facing role.
  • Strong communication and interpersonal skills, with the ability to handle high-intent conversations.
  • Proficiency in MS Excel and CRM tools.
  • Detail-oriented mindset with a passion for helping others succeed and a proactive approach to problem-solving.
  • A serious, solution-focused attitude with a commitment to delivering outstanding user experiences.


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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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About The Smart Fellowship

Founded :
2017
Type :
Services
Size :
0-20
Stage :
Bootstrapped

About

N/A

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