Customer Success Manager

• Handle refunds and transfer requests daily, providing an excellent experience to customers and retaining a high percentage of saved students.
• Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty.
• Handle chargeback cases promptly, providing necessary documentation and resolutions.
• Actively work in the CRM to keep track of cases and maintain the Refunds Report and Monthly KPI report to improve refund-related processes.
• Regularly review and address missing tickets to ensure no unresolved customer inquiries.
• Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies.
• Handle customer complaints effectively, ensuring swift resolutions and capturing insights to prevent recurrence.
• Manage the Welcome Back Credits process for re-engaging former customers.
• Hold monthly cross-functional meetings to assess patterns and propose process improvements.
• Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency.
• Improve internal processes and offer solutions.

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Customer Success Manager