Head of Customer Success

Job Title: Head of Customer Success

Department: Learner Success & Operations | Employment Type: Full-Time

Location: Mumbai | Reporting To: CEO | Experience: 8-10 Years

About The Innovation Story

The Innovation Story is an edtech start-up for young students whose mission is to empower students and transform them into innovators through experiential learning in STEM. We offer a wide variety of courses in programming, design, robotics, and artificial intelligence to name a few. We are partners to Amazon leading their Amazon Future Engineer program to teach computer science to students across India. Our other notable partners include the Technology Innovation Hub, IIT Delhi and ARTPARK, at IISc Bangalore.

With presence in 2 centers in Mumbai and a center in Bangalore, our operations are powered by a team of 110+ full time employees, engineering interns and few external contractors.

Role Overview

As the Head of Customer Success, you will be the champion of learner experience at The Innovation Story. This is a leadership role that demands both strategic thinking and hands-on execution. You will build and scale the customer success function, drive learner retention and satisfaction, and ensure every touchpoint — from enrolment to certification — delivers real value and delight.

Key Responsibilities

Strategy & Leadership

• Define and own the Customer Success strategy aligned with business goals and learner outcomes
• Build, mentor, and scale a high-performing Customer Success team across support, onboarding, and retention functions
• Set KPIs including NPS, CSAT, learner retention, course completion rates, and renewal/upsell metrics
• Collaborate cross-functionally with Product, Marketing, Sales, and Editorial teams to create a seamless learner journey

Learner Experience & Retention

• Design and implement scalable onboarding journeys for new learners
• Proactively identify at-risk learners and deploy engagement strategies to improve course completion and satisfaction
• Develop and manage learner lifecycle programs including re-engagement, upsell, referral, and alumni initiatives
• Handle high-priority escalations and ensure swift, empathetic resolution

Operations & Insights

• Oversee the CRM and helpdesk systems to ensure accurate tracking of all learner interactions and issues
• Analyse data to surface trends, pain points, and opportunities for product and process improvement
• Build dashboards and present regular reports on team performance and learner health metrics to leadership
• Create and maintain SOPs, playbooks, and escalation frameworks for the Customer Success function

Partnerships & Growth

• Work with the Sales team to support corporate and institutional partnerships from onboarding through renewal
• Identify upsell and cross-sell opportunities within the existing learner base
• Act as the voice of the customer internally, advocating for learner needs in product and curriculum decisions

Required Qualifications

• 5–8 years of experience in Customer Success, Learner Success, or Account Management — with at least 2 years in a leadership role
• Prior experience in an EdTech, SaaS, or subscription-based business strongly preferred
• Proven track record of improving retention, NPS, and customer satisfaction at scale
• Strong analytical mindset — comfortable with dashboards, cohort analysis, and customer health metrics
• Excellent communication and stakeholder management skills in English and Hindi
• Proficiency in CRM/helpdesk tools such as HubSpot, Freshdesk, Zoho, or LeadSquared
• Bachelor's degree required; MBA or Post-Graduate in Business, Education, or Communication preferred

Good to Have

• Experience working with LMS platforms (Moodle, Teachable, custom portals)
• Exposure to B2B EdTech — managing institutional or corporate learner accounts
• Familiarity with community building, cohort-based learning, or mentorship programme management
• Passion for entrepreneurship, innovation, and transformative education

What We Offer

• A leadership role with real ownership and impact in a fast-scaling EdTech startup
• Direct access to founders and involvement in company-level strategy decisions
• Complimentary access to all courses and learning programmes on the platform
• Competitive compensation with performance-linked bonuses
• A purpose-driven work culture built around growth, innovation, and learner impact
• Clear career trajectory towards VP / Chief Experience Officer as the company scales