Assistant General Manager (AGM) – Customer Success
Bengaluru, IndiaFull-timeSenior · 8-12 years
About this role
AGM – Customer Success (Ulipsu / Kidvento)
Location: Bengaluru (with regional travel)
Department: Customer Success
Reports to: CBO, Customer Success
Experience Required: 8–12 years
About the Role
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.
Key Responsibilities
Academic Operations Ownership
- Own the quality of academic implementation across the partner school portfolio — curriculum delivery fidelity, Program completion, teacher enablement, and student learning outcomes
- 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
- Set and monitor academic quality benchmarks (e.g., student mastery %) alongside commercial ones (retention, NPS)
- Work directly with the Academics/Product team to feed field-level implementation insight back into curriculum and platform design
Customer Success & Relationship Management
- Build and maintain senior relationships with school leadership, administrators, and trust decision-makers
- Own customer health metrics — login rates, Program completion, NPS, renewals, upsell — and translate academic performance into retention conversations with schools
- Ensure schools see and can articulate the learning outcomes they're paying for
Operational Excellence
- Lead large-scale onboarding and implementation projects across regions, including new-school rollouts and renewal cycles
- Establish review cadences, escalation frameworks, and playbooks for the PSM/RH tier, grounded in academic delivery standards, not just process compliance
- Track project milestones, academic KPIs, and account performance across the portfolio
Team Leadership
- Manage and mentor Regional Heads / PSMs / Academic Excellence Managers across multiple states
- Coach the team on academic diagnosis, not just account management — this team needs to be credible with school principals on learning outcomes
- Drive a culture of ownership and accountability across the three-tier CS structure
Growth & Retention
- Own retention, renewal, and upsell targets nationally, anchored in demonstrated academic impact
- Partner with Sales and Finance on account-level growth plans
- Identify upsell opportunities (e.g., AssesIQ, Robotics/STEM) that are academically appropriate for a given school's maturity stage
Data & Reporting
- Use dashboards to track academic and engagement metrics (completion, mastery, NPS) and translate them into action
- Report on academic quality and CS metrics jointly to leadership
Candidate Profile
- 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
- Direct experience owning learning outcomes at scale — has managed curriculum delivery, teacher training, or academic quality across multiple schools, not just commercial account health
- Demonstrated, quantifiable success in retention (%), NPS, and upsell — but able to explain the academic "why" behind those numbers
- Experience managing multi-regional teams, ideally managing managers (Regional Heads / Academic Managers), not only individual contributors
- Track record leading large-scale execution projects (onboarding, hiring, implementation) with budget and timeline accountability
- Strong stakeholder management with school leadership and institutional decision-makers
- Comfortable with data-driven reporting on both academic and commercial metrics
- Grounding in grassroots education/teaching work (e.g., teaching fellowships, classroom experience) is a strong plus — signals real academic fluency, not just process management
- Bachelor's required; Master's preferred
What Success Looks Like (First 12 Months)
- 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
- Standardized academic-review cadence live across all Regional Heads and PSMs, distinct from a purely commercial account-review cadence
- Measurable reduction in red-flag resolution time, with root-cause academic diagnosis documented
- Demonstrated stakeholder NPS improvement tied to visible learning outcomes
What We Offer
- Ownership of Customer Success and academic delivery at scale — 800+ schools, 3 countries
- Direct visibility to founders and leadership; real influence on CS and academic strategy
- A collaborative, fast-execution culture with genuine impact on K-12 education outcomes