Head - Customer Success

Role Summary: The Head - Customer Success will be responsible for building and scaling Unacademy's customer success function. This role requires a strategic leader who can drive customer retention, satisfaction, and lifetime value by ensuring our learners achieve their educational goals. You will lead a team of customer success managers, develop best practices, and collaborate with product and sales teams to create a seamless customer journey.

Key Responsibilities:

• Develop and implement a comprehensive customer success strategy aligned with Unacademy's growth objectives.
• Build, mentor, and manage a high-performing customer success team.
• Define and track key customer success metrics (e.g., NPS, churn rate, LTV, engagement).
• Proactively identify at-risk customers and develop intervention strategies.
• Collaborate with Product and Engineering teams to provide customer feedback and drive product improvements.
• Develop and optimize customer onboarding, engagement, and retention programs.
• Champion the voice of the customer across the organization.