Coding Giants

Customer Success Manager

• Guide, motivate, and develop Customer Success & Retention Specialists.
• Combine operational Customer Success tasks with team management responsibilities.
• Build long-term, trustful relationships with students and families to ensure satisfaction and minimize churn.
• Identify early warning signs of disengagement and apply tailored re-engagement strategies.
• Promote and sell additional courses or packages, manage contract renewals, and strengthen customer loyalty.
• Deliver clear, empathetic, and professional communication in every interaction.
• Track retention metrics and propose optimization actions to boost results.
• Mentor and develop team members through feedback, coaching, and support; ensure effective onboarding and training.
• Monitor individual and team KPIs and report results to management.
• Handle escalated cases and resolve complex customer situations.
• Identify and improve workflows to maximize efficiency and impact.
• Collaborate with Sales, Marketing, and other departments to align retention and upselling strategies.

Customer Success Team Leader