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. Candidate should be comfortable working with revenue targets.