Customer Success Manager

Responsibilities:

• Own the complete candidate lifecycle from enrolment to successful placement.
• Serve as the primary relationship manager for candidates, ensuring a positive and engaging experience.
• Conduct onboarding and policy walkthrough sessions, clearly explaining programme guidelines, processes, expectations, and timelines.
• Guide candidates through application processes, interview forms, documentation, and other required formalities.
• Schedule, coordinate, and monitor mock interviews, ensuring candidates complete them and receive timely feedback.
• Track candidate progress across every stage of the journey and proactively follow up on pending actions.
• Maintain transparent communication by providing regular updates on candidate status, next steps, and expected timelines.
• Handle and nurture inbound and assigned leads, supporting their conversion through consistent follow-ups.
• Conduct virtual calls with US-based candidates during evening and/or early morning shifts.
• Maintain accurate candidate records, interaction notes, and progress updates within the CRM.
• Prepare and share candidate progress reports and success metrics with the management team.
• Collaborate with internal teams to resolve candidate concerns and ensure a smooth overall experience.

Requirements:

• 2-5 years of experience in Customer Success, Candidate Management, Client Servicing, Account Management, or similar customer-facing roles.
• Prior experience in IT staffing, recruitment, EdTech, career services, or HR services is highly preferred.
• Prior experience working with US-based customers, candidates, or clients (US Market) is required.
• Excellent verbal and written communication skills in English.
• Strong interpersonal skills with the ability to build trust and maintain professional relationships.
• Exceptional coordination, organisation, and follow-up abilities.
• Comfortable managing multiple candidates simultaneously while maintaining attention to detail.
• Experience using CRM tools and maintaining accurate documentation.
• Willingness to work hybrid from the Baner office and support rotational shifts aligned with US time zones.