Customer Success Specialist

Job Description - Customer Success Specialist

Function: Customer Success

Location: Lower Palace Orcards, Sadashivanagar, Bengaluru

Experience: 3+ Years

Employment Type: Full-Time

Industry: EdTech / E-Learning

About LXL Ideas Group

LXL Ideas has been transforming education through innovative learning experiences, cinematic storytelling and impactful educational initiatives For over 20 years. Its flagship program "School Cinema" uses films and interactive activities to nurture social, emotional and life skills among K–10 students. Other initiatives include MENTOR Magazine, the School Cinema International Film Festival (SCIFF), TAISI and experiential learning platforms that engage students, educators and school leaders across India and 15+ countries.

About the Role

We are looking for a Customer Success Specialist to strengthen our partnerships with schools and deliver an exceptional customer experience. You will manage a portfolio of school accounts, working closely with school leaders, principals and partners to understand their needs, facilitate onboarding, drive program adoption, resolve queries and ensure commitments are fulfilled. You will take ownership of customer relationships, engagement, retention and renewals while collaborating with internal teams to drive customer satisfaction and long-term growth. The candidate should be a strong communicator and problem-solver who takes ownership of customer needs and ensures timely, effective resolution.

Roles & Responsibilities

Manage the onboarding process for schools and ensure seamless implementation and adoption of LXL Ideas programs and solutions.

Own and manage a portfolio of school accounts, building strong, long-term relationships with principals, educators, administrators and partners.

Drive customer engagement, retention and renewals, working towards defined renewal and account retention targets.

Proactively identify customer concerns, address challenges and mitigate risks that could impact customer satisfaction or retention.

Resolve customer queries by coordinating with relevant internal teams and ensuring timely follow-through.

Identify opportunities to deepen program engagement, increase adoption and introduce relevant additional offerings.

Collaborate with Sales, Operations, Onboarding and Support teams to deliver a consistent customer experience.

Gather customer feedback and translate insights into actionable improvements.

Monitor customer health and success metrics, including engagement, NPS, CSAT, renewals and account performance.

Conduct school visits and customer meetings to understand requirements, strengthen relationships and support program implementation.

Maintain accurate customer records, interactions, follow-ups, renewal forecasts and account information in CRM systems.

Skills & Requirements

3+ years of experience in Customer Success, Client Relationship Management, Account Management or a similar role.

Experience managing customer accounts or portfolios and working towards retention, renewal or revenue targets.

Excellent verbal and written communication skills, with the ability to engage confidently with school leaders and stakeholders.

Strong interpersonal skills and a customer-first approach.

Demonstrated ability to understand customer challenges, solve problems and take ownership through resolution.

Strong organizational, coordination and follow-up skills, with the ability to manage multiple accounts and priorities.

Familiarity with CRM platforms and customer success tools.

Basic understanding of Learning Management Systems (LMS), EdTech platforms or digital learning solutions.

Proficiency in MS Office or Google Workspace.

Willingness to travel for school visits and customer meetings as required.

Ability to work independently and collaborate effectively across teams.