Location: Bengaluru (with regional travel)
Department: Customer Success
Reports to: CBO, Customer Success
Experience Required: 8–12 years
Ulipsu is looking for a dynamic, execution-focused leader to drive Customer Success across our partner schools ecosystem — 800+ schools across 12 states and 3 countries. The AGM – Customer Success owns partner satisfaction, retention, operational rigor, and academic implementation quality across client institutions, sitting at the top of our PSM Regional Head structure.
This role is fundamentally an academic operations role wearing a CS hat — the person in this seat needs to understand how learning actually happens inside a classroom (curriculum pacing, IA structure, teacher enablement, student mastery) well enough to diagnose why a school's engagement is dropping, not just that it's dropping. You'll lead a team of Regional Heads and PSMs, turning school-level execution data -Program completion, visit cadence, mastery outcomes — into regional and national outcomes.
Academic Operations Ownership
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Own the quality of academic implementation across the partner school portfolio — curriculum delivery fidelity, Program completion, teacher enablement, and student learning outcomes
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Diagnose academic red flags (falling login rates, incomplete Programs, low mastery scores) at the root-cause level — distinguishing a training gap from a scheduling gap from a product/content gap
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Set and monitor academic quality benchmarks (e.g., student mastery %) alongside commercial ones (retention, NPS)
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Work directly with the Academics/Product team to feed field-level implementation insight back into curriculum and platform design
Customer Success & Relationship Management
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Build and maintain senior relationships with school leadership, administrators, and trust decision-makers
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Own customer health metrics — login rates, Program completion, NPS, renewals, upsell — and translate academic performance into retention conversations with schools
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Ensure schools see and can articulate the learning outcomes they're paying for
Operational Excellence
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Lead large-scale onboarding and implementation projects across regions, including new-school rollouts and renewal cycles
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Establish review cadences, escalation frameworks, and playbooks for the PSM/RH tier, grounded in academic delivery standards, not just process compliance
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Track project milestones, academic KPIs, and account performance across the portfolio
Team Leadership
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Manage and mentor Regional Heads / PSMs / Academic Excellence Managers across multiple states
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Coach the team on academic diagnosis, not just account management — this team needs to be credible with school principals on learning outcomes
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Drive a culture of ownership and accountability across the three-tier CS structure
Growth & Retention
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Own retention, renewal, and upsell targets nationally, anchored in demonstrated academic impact
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Partner with Sales and Finance on account-level growth plans
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Identify upsell opportunities (e.g., AssesIQ, Robotics/STEM) that are academically appropriate for a given school's maturity stage
Data & Reporting
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Use dashboards to track academic and engagement metrics (completion, mastery, NPS) and translate them into action
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Report on academic quality and CS metrics jointly to leadership
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8–12 years in academic operations, Academic Excellence, Program Management, or School Partnerships within a K-12 or B2B EdTech environment — this is non-negotiable; general SaaS CS background without classroom/curriculum exposure is not a fit for this role
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Direct experience owning learning outcomes at scale — has managed curriculum delivery, teacher training, or academic quality across multiple schools, not just commercial account health
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Demonstrated, quantifiable success in retention (%), NPS, and upsell — but able to explain the academic "why" behind those numbers
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Experience managing multi-regional teams, ideally managing managers (Regional Heads / Academic Managers), not only individual contributors
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Track record leading large-scale execution projects (onboarding, hiring, implementation) with budget and timeline accountability
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Strong stakeholder management with school leadership and institutional decision-makers
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Comfortable with data-driven reporting on both academic and commercial metrics
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Grounding in grassroots education/teaching work (e.g., teaching fellowships, classroom experience) is a strong plus — signals real academic fluency, not just process management
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Bachelor's required; Master's preferred
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National retention 95%, upsell 15–20% against target, with academic quality metrics (Program completion) improving in parallel — not retention achieved by discounting or relationship-only saves
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Standardized academic-review cadence live across all Regional Heads and PSMs, distinct from a purely commercial account-review cadence
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Measurable reduction in red-flag resolution time, with root-cause academic diagnosis documented
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Demonstrated stakeholder NPS improvement tied to visible learning outcomes
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Ownership of Customer Success and academic delivery at scale — 800+ schools, 3 countries
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Direct visibility to founders and leadership; real influence on CS and academic strategy
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A collaborative, fast-execution culture with genuine impact on K-12 education outcomes
