Customer Success Manager (CSM)

Company Overview

Company information is not specified.

Job Summary

The Customer Success Manager (CSM) acts as the bridge between sales, product, and retention, ensuring CognitiveBotics’ 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.

Responsibilities

• Own post-sales relationships with therapists, centres, and institutional clients (schools, CSR, DEICs).
• Lead onboarding and training for therapists and parents, ensuring smooth product adoption.
• Track usage analytics, measure impact, and proactively address churn risks.
• Collaborate with Product and 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 and CSR visibility.
• Conduct periodic customer health reviews with dashboards (usage, satisfaction, feedback).

Qualifications

• 8 years in Customer Success or Account Management in SaaS, EdTech, or HealthTech.
• Excellent stakeholder management across B2B (centres/schools) and B2C (parents).
• Understanding of early intervention, therapy, or special education ecosystem preferred.
• Strong analytical mindset with the ability to read data and act on insights.
• Empathetic communicator capable of handling emotionally sensitive parent interactions.

Preferred Skills

• Familiarity with data analytics tools and customer relationship management (CRM) software.
• Experience in developing and conducting training programs for diverse audiences.

Experience

A minimum of 8 years in Customer Success or Account Management roles, specifically in SaaS, EdTech, or HealthTech.

Environment

Work setting and location details are not specified.

Salary

Salary information is not specified.

Growth Opportunities

Potential career advancement opportunities are not specified.

Benefits

Benefits offered are not specified.