Customer Success Manager

Role

Summary:

The Customer Success Manager acts as the bridge between  sales, product, and retention , ensuring Cognitive Botics’ customers — therapists, centres, schools, and parents — derive maximum value from the platform. The CSM will oversee onboarding, adoption, satisfaction, renewal, and advocacy, aligning customer insights with product evolution.

Key Responsibilities:

Own  post-sales relationship  with therapists, centres, and institutional clients (schools, CSR, DEICs).
Lead  onboarding & training  for therapists and parents — ensure smooth product adoption.
Track  usage analytics , measure impact, and proactively address churn risks.
Collaborate with Product & Tech teams to relay feedback and suggest feature enhancements.
Drive  renewals, upsells, and referrals , maintaining a strong LTV/CAC ratio.
Build therapist “ambassador” programs for micro-distribution.
Support in drafting case studies and success stories for marketing & CSR visibility.
Conduct periodic  customer health reviews  with dashboards (usage, satisfaction, feedback).

Profile Requirements:

5–8 years in  Customer Success & Pre Sales  in SaaS, EdTech, or Health Tech.
Excellent stakeholder management across  B2B (centres/schools) and B2C (parents) .
Understanding of early intervention, therapy, or special education ecosystem preferred.
Strong analytical mindset — ability to read data and act on insights.
Empathetic communicator — able to handle emotionally sensitive parent interactions.

KPIs:

Retention Rate (>85%)
NPS improvement quarter-over-quarter
Upsell / referral conversions
Active usage per therapist/centre