Customer Success Associate

About the role

As a Customer Success Associate at Tuteria, you will be the primary point of contact for parents, students and tutors throughout the learning journey. You will ensure a smooth onboarding experience, monitor progress, and drive retention and upsell opportunities.

Key responsibilities

• Build and maintain strong, trusting relationships with parents, students and tutors.
• Serve as the main contact from booking to lesson completion, conducting proactive check‑ins and satisfaction calls.
• Manage onboarding, guiding clients through tutor selection, payment and service delivery.
• Track student progress, collect feedback, monitor tutor performance and resolve issues promptly.
• Collaborate with tutors to ensure lesson quality and meet commitments.
• Develop and execute retention strategies, aiming for at least a 90 % monthly renewal rate.
• Identify upsell opportunities for additional subjects, lessons or premium packages.
• Maintain accurate CRM records and generate weekly retention and issue‑resolution reports.
• Work closely with internal teams, providing data‑driven insights to improve processes.

Required profile

• Bachelor’s degree or HND.
• 3–5 years experience in customer success, client relationship management, sales, customer service or education advisory.
• Strong understanding of how children learn and progress; teaching or education background is a plus.
• Proven ability to handle client concerns professionally and meet renewal targets.

Required skills