Associate Director: Customer Success - Bengaluru - Unacademy

    Unacademy
    Unacademy Bengaluru

    1 day ago

    ₹2,500,000 - ₹5,000,000 (INR) per year *
    Description

    Role Overview

    We are looking for an experienced Associate Director – Customer Success to lead large-scale customer and operations teams at Unacademy. This role owns the end-to-end learner and educator experience, drives operational excellence, and partners closely with Product, Tech, and Business teams to improve key CX and revenue-impacting metrics.

    This is a high-ownership role for someone who has scaled complex, ops-heavy customer success functions in a fast-paced consumer tech environment.

    Key Responsibilities

    ● Own end-to-end Customer Success & Support operations across multiple channels (chat, email, bot, calling)

    ● Drive core CX metrics including CSAT, NPS, FRT, Resolution TAT, and escalation SLAs

    ● Lead product and business operations that enable revenue, pricing, offers, and go-to-market execution,

    ● Build and scale processes, automation, and internal tooling to improve efficiency and quality

    ● Manage large, cross-functional teams and senior stakeholders across Product, Tech, Finance, Legal, and Business

    ● Run regular performance reviews and drive continuous improvement across customer-facing and value offerings

    What We're Looking For

    ● 10–14 years of experience in Customer Success, Support, CX, Operations, or Program Management

    ● Proven experience managing large teams (50+ members) in B2C or marketplace businesses

    ● Data-driven, execution-focused leader comfortable with ambiguity and scale

    ● Experience in EdTech, Consumer Internet, or high-growth startups preferred

    * This salary range is an estimation made by beBee
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