Customer Relations Manager

Job Title : Student Success Manager (SSM)

Location : Work from Home

Job Type : Full-Time | Night Shift [ 5 day working]

Compensation : Up to ₹5.5 LPA

About the Company

98thPercentile is a leading USA-based EdTech company on a mission to transform education through innovative, technology-driven solutions. We deliver high-quality online learning programs for students in the USA, empowering them to achieve academic and personal excellence.

Role Overview

As a Student Success Manager (SSM) , you will be responsible for ensuring the success and satisfaction of students and parents across our US-based programs. You will act as the primary point of contact—guiding students from enrolment through program completion—while also contributing to business growth through upselling and cross-selling opportunities.

Key Responsibilities

Serve as the trusted advisor for students and parents enrolled in our US-based programs.

Onboard new students, ensuring smooth transitions and clarity on program expectations.

Provide ongoing support by addressing academic concerns, feedback, and queries.

Track student progress, share insights with parents, and recommend solutions to maximize outcomes.

Collaborate with faculty, support, and product teams to deliver an outstanding learning experience.

Identify opportunities to upsell or cross-sell additional programs aligned with student goals.

Ensure high retention rates by building strong, long-term relationships with families.

Requirements

Excellent verbal and written communication skills in English.

Strong interpersonal skills and empathy to build trust with parents and students.

Prior experience in Customer Success, Academic Counselling, or EdTech sales preferred.

Ability to work in US time zones (night shift).