Director of Customer Engagement at A global EdTech company · Bengaluru (Bangalore) · 4 - 8 years · ₹15L - ₹35L / yr (ESOP available) · Posted 12 Oct 2021
We are looking for a diligent, driven, passionate person for our efforts on engagement and
retention of our schools in a high growth environment. The Director of Customer Engagement
will be responsible for happiness and engagement of schools using the company's app.
The north star metrics for this role are logo and revenue retention.
Your responsibilities will include:
1. CSM Platform (Totango)
• Develop a deep understanding of Totango and build internal training modules
• Own the implementation, updation and maintenance of Totango
• Drive the adoption of Totango and train the School Success team on the same
2. Drive engagement of schools on the company's app
• Map out a school’s journey with the company's app and build, implement and constantly improve
upon engagement playbooks for these stages
• Develop % implement framework for School Success Managers to engage with their
schools
• Work with the content & design teams to generate resources for schools
• Identify at-risk schools and build playbooks to keep them engaged
• Identify mid- to highly engaged schools and build playbooks to increase their
engagement
• Conduct NPS/ surveys/ CSATS and analyse scores to identify gaps
• Build and implement playbooks for the adoption of new features
Is this someone that looks like you?
• Experience working with a CSM (Totango/ Smartkarrot/ Freshworks/ Planhat) is a big plus
• Strong operational experience and ability to build scalable, repeatable processes
• We deeply value building the right culture at the company, and these are a few things that we look
for in each hire - Coach-ability, Curiosity, Ownership, Hustle and Humility
• Excellent written and oral communication skills
• Location: Bangalore, India (until office resumes it’s remote)
Excited about the role?
Here are some more benefits:
1. Exposure to diverse learning opportunities
• Work across different projects & teams to develop skills outside of your core expertise
• Access to a small budget towards learning (e.g. books, online courses, substacks)
2. Industry best leave policy
We trust you fully on your commitment to our mission and your judgement on planning
your time and taking leaves:
• No cap on the number of sick or casual leaves
• Special paid leaves for childbirth, wedding etc.
• And if in any circumstance you feel burnt out - there is a little something for this too!
3. Flexible working hours
• Block “no-meeting hours” to enable uninterrupted focused work
• Saturdays are flexible non-working days - dedicate these as you like
4. No bell curve performance evaluations
5. And yes, a super fun and smart group of folks to collaborate and grow with.
Shubham Vishwakarma
Full Stack Developer - Averlon
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Customer Success Manager
Ridy, Inc. — Bengaluru or Chennai, India | Full-time | U.S. Business Hours
Drive adoption, retention, and growth across Ridy’s U.S. real estate portfolio: join Ridy as a Customer Success Manager and help the world’s leading real estate owners deliver carbon-free mobility to their tenants and employees.
About Ridy
Ridy is a climate-tech electric mobility startup serving corporate campuses and commercial and residential real estate. We partner with leading real estate owners to improve sustainability and well-being through carbon-free transportation. Our bikes, e-bikes, e-scooters, charging stations, and supporting technology help clients cut their carbon footprint and build more sustainable communities.
Ridy is used by some of the largest U.S. corporations and real estate companies leading the shift to electrified transportation, including Tishman Speyer, Hines, Alexandria Real Estate, Boston Properties, Beacon Capital Partners, Lincoln Property Company, the U.S. Department of Energy, Greystar, JLL, CBRE, and many other influential real estate owners.
Role Overview
You will own a portfolio of Ridy’s U.S. customers, accountable for the health, adoption, and renewal of every account. Working directly with property managers, tenant experience teams, and building operations, you will drive ridership, design engagement programs, present quarterly business reviews built on utilization data, lead renewals, and find expansion opportunities across your customers’ portfolios. The role is based in Bengaluru or Chennai, reports to the CEO, and works U.S. business hours alongside Ridy’s U.S. account management, sales, and fleet operations teams.
The Day-to-Day Responsibilities
Account Ownership
• Serve as the primary point of contact for customers across your assigned portfolio
• Run a structured cadence of check-ins and quarterly business reviews, presenting utilization data to customer stakeholders
• Build and maintain trusted relationships that position Ridy as a long-term partner
• Maintain accurate CRM records of account interactions, renewal dates, and account health indicators
Adoption & Engagement
• Plan and execute the engagement calendar for customers, including launch campaigns & rider incentives
• Equip on-site tenant experience teams with playbooks and collateral so they can run activations independently
• Monitor ridership and utilization data weekly, identify properties trending below target, and intervene early
• Build customer-facing presentations, reports, and program materials using PowerPoint/Google Slides and Excel/Google Sheets
Renewals & Growth
• Own the renewal calendar for your portfolio and build a data-supported business case for each
• Lead upgrade and expansion conversations, including fleet expansions, additional charging infrastructure, and service tier changes
• Expand into additional properties within existing customer portfolios
• Exceed retention, adoption, and expansion targets
Cross-Functional Collaboration
• Partner with Ridy’s fleet operations team on vehicle uptime, maintenance escalations, and charging station issues affecting your properties
• Escalate and track customer issues to resolution, keeping stakeholders informed
• Provide structured feedback to the leadership team on customer needs, service gaps, and product opportunities
Qualifications
• 3-5 years of experience in customer success, account management, or B2B sales at a startup or high-growth technology company in India
• Demonstrated ownership of a book of accounts or a quota covering renewals, retention, or expansion — not just onboarding or support
• Experience working with U.S. or international customers
• Excellent written and verbal English, with the ability to engage senior corporate and real estate decision-makers
• Strong analytical skills — able to work with usage data, spot trends, and build a clear performance narrative
• Proficiency with CRM platforms (HubSpot, Salesforce, Zoho, Attio, or similar) and modern sales and customer success tooling (Apollo, Outreach, LinkedIn Sales Navigator, or similar)
• Advanced proficiency in PowerPoint/Google Slides and Excel/Google Sheets
• Comfortable with collaboration tools including Slack, Notion, Zoom/Google Meet, and modern task and project trackers
• Outstanding organization and a self-starter mindset, comfortable with autonomy in a fast-paced environment
• Able to work U.S. business hours long term
Preferred Qualifications
• Exposure to technology, B2B sales, B2B customer success, proptech, real estate, hospitality, or mobility
• Experience planning and running customer events, community programs, or engagement campaigns
• Familiarity with AI tools for research, drafting, analysis, and productivity
• An interest in sustainability, climate tech, or the future of transportation
What We Offer
• Competitive annual compensation of ₹8 LPA - ₹12 LPA, structured as a fixed base plus performance-linked variable pay. Final compensation will reflect the candidate’s qualifications and experience.
• Comprehensive health coverage
• Paid time off and public holidays
• A motivated team passionate about sustainability and electric mobility
• Ownership of a portfolio of accounts with leading U.S. real estate owners and corporations
• Direct mentorship from and daily collaboration with Ridy’s founding team
• Career growth at a fast-growing climate-tech company, with the opportunity to help shape Ridy’s customer success practice as it expands
• Opportunity to influence the future of urban planning, real estate, mobility, and sustainability
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon