About the Role
We are looking for a highly organized and proactive Associate / Senior Associate – User Experience to manage the end-to-end learner experience across our cohort-based programs.
This role is critical in delivering a world-class learning experience, ensuring operational excellence, seamless mentor coordination, and high learner engagement throughout the journey.
You will work closely with the Programs, Product, Mentorship, and Support teams to create a smooth and impactful learner journey — from onboarding to completion.
Role Overview
The Customer Success Associate will be responsible for managing the end-to-end learner lifecycle, from onboarding through program completion.
This role requires a combination of relationship management, problem-solving, and data-driven decision-making to ensure high levels of learner engagement, satisfaction, and retention. The associate will act as the primary point of contact for learners and collaborate closely with internal teams to deliver a seamless learning experience.
Key Responsibilities
Learner Onboarding & Activation
Facilitate a structured and seamless onboarding process
Ensure learners understand program structure, tools, and expectations
Drive early-stage engagement and participation
Engagement & Relationship Management
Maintain consistent communication with learners to track progress
Build strong relationships and provide ongoing guidance
Address concerns proactively to enhance the learner experience
Retention & Completion Management
Monitor learner engagement and performance metrics
Identify at-risk learners and implement corrective interventions
Improve completion rates and minimize drop-offs
Revenue Support (Upsell & Cross-sell)
Identify opportunities for relevant program upgrades or add-ons
Support revenue growth through targeted upsell and cross-sell initiatives
Customer Support & Issue Resolution
Manage learner queries across multiple channels (CRM, chat, calls, email)
Ensure timely resolution of issues with a high standard of service
Coordinate with internal stakeholders for complex cases
Data Management & Reporting
Track key metrics including engagement, retention, and satisfaction
Maintain accurate records in CRM systems and spreadsheets
Leverage data insights to improve processes and outcomes
Feedback & Continuous Improvement
Collect and analyze learner feedback
Share actionable insights with Product and Content teams
Contribute to ongoing improvement of the learner experience
Cross-functional Collaboration
Work closely with Sales, Product, Operations, and Technology teams
Ensure alignment between learner needs and internal execution
Eligibility Criteria
0–2 years of experience in Customer Success, Customer Support, or Operations
Fresh graduates with strong communication and problem-solving skills may also be considered
Required Skills & Competencies
Strong verbal and written communication skills
Proficiency in Microsoft Excel or Google Sheets
Familiarity with CRM tools and workflows
Strong problem-solving and stakeholder management abilities
Ability to manage multiple tasks and learner cohorts simultaneously
High attention to detail and a data-oriented approach
Empathy and a strong customer-centric mindset
Preferred Qualifications
Prior experience in EdTech, SaaS, or service-oriented roles
Understanding of customer lifecycle management and retention strategies
Basic knowledge of data analysis or reporting
Why Join GrowthSchool
Opportunity to work in a high-growth, outcome-driven learning environment
Direct impact on learner success and career progression
High ownership with strong learning and development opportunities
Collaborative and fast-paced organizational culture
Requirements:
Graduate in any discipline
Basic understanding of customer support or sales
Work from office (shift basis, last shift till 10:30 PM)
Open to working on weekends.
Willing to commit to a 1-year lock-in period
