Customer Success Associate

Responsibilities:

Client Relationship & Communication

• Build and maintain strong, trusting, and long-lasting relationships with parents, students, and clients.
• Serve as the main point of contact for clients throughout their learning journey, from booking to lesson completion.
• Conduct proactive check-ins, satisfaction calls, and follow-ups to ensure students are progressing and happy, and that tutors are delivering quality services.
• Manage onboarding of new clients, guiding them through tutor selection, payment, and service delivery.
• Student Success & Experience Management
• Track student progress, performance, feedback, and tutor reports to ensure academic improvement is on course.
• Identify and resolve client and student concerns professionally and quickly.
• Work closely with tutors to monitor lesson quality and ensure commitments are met.
• Escalate major concerns where necessary and ensure issues are addressed on time.

Retention, Renewal & Upselling

• Develop and implement strategies to improve client retention and reduce churn.
• Maintain a minimum 90% monthly renewal target for existing clients.
• Strengthen retention and re-engage inactive clients through personalised follow-ups and value-based check-ins.
• Identify opportunities to upsell additional subjects, more lessons, long-term packages, or premium offerings.
• Sales & Revenue Contribution
• Help clients choose the right learning package based on goals, weaknesses, and academic needs.
• Present value-driven proposals and guide parents towards longer-term tutoring commitments.

Reporting & Documentation

• Maintain accurate, complete, and up-to-date CRM records of all client interactions, payments, progress updates, and service history.
• Generate weekly retention, satisfaction, and issue-resolution reports.
• Track escalations, churn cases, and potential renewal risks.

Collaboration

• Work closely with the tutor success team and other internal teams to ensure timings, quality, and curriculum expectations are met.
• Provide data-driven feedback to internal teams on recurring issues, customer insight, and opportunities for improvement.

Requirements:

• Minimum of a bachelor's/HND degree.
• 3–5 years in customer success, client relationship management, sales, customer service, or education advisory.
• A teacher, educationist, or someone who deeply understands how children learn and progress, plus strong sales experience, is a significant advantage.
• Excellent communication and relationship-building skills.
• Strong persuasion and consultative selling abilities.
• Empathy, patience, and understanding of parent and student needs.
• Proactive problem-solver with high emotional intelligence.
• Ability to manage multiple clients and stakeholders simultaneously.
• Organised, detail-oriented, and reliable with record keeping and follow-ups.
• Tech-savvy and comfortable using CRM or support tools.