Customer Success Executive

Role Summary:

The Customer Success Executive acts as the bridge between sales, product, and retention, ensuring CognitiveBotics' customers; therapists, centres, schools, and parents - derive maximum value from the platform. The CSM will oversee onboarding, adoption, satisfaction, renewal, and advocacy, aligning customer insights with product evolution.

Key Responsibilities:

Own post-sales relationship with therapists, centres, and institutional clients (schools, CSR, DEICs).Lead onboarding & training for therapists and parents - ensure smooth product adoption.Track usage analytics, measure impact, and proactively address churn risks.Collaborate with Product & Tech teams to relay feedback and suggest feature enhancements.Drive renewals, upsells, and referrals, maintaining a strong LTV/CAC ratio.Build therapist "ambassador" programs for micro-distribution.Support in drafting case studies and success stories for marketing & CSR visibility.Conduct periodic customer health reviews with dashboards (usage, satisfaction, feedback).

Profile Requirements:

2 - 5 years in Customer Success or Support role.Excellent stakeholder management across B2B (centres/schools) and B2C (parents).Understanding of early intervention, therapy, or special education ecosystem preferred.Strong analytical mindset - ability to read data and act on insights.Empathetic communicator - able to handle emotionally sensitive parent interactions.Psychology background is a must.

KPIs:

Retention Rate (>85%)NPS improvement quarter-over-quarterUpsell / referral conversionsActive usage per therapist/centre