Customer Service Manager

ABOUT EMERITUS

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India, and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transformtheir lives, companies, and organizations.

Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

ROLE SUMMARY

The Founding Client Success Manager (CSM) is the absolute custodian of our post-sale corporate relationships. Retention and expansion of our enterprise clients form the corner stone of this new business line, this position is uniquely critical. Post the initial partnership formalities, you take the command of the account.

Liaising directly with CHROs, L&D Directors, and enterprise employees across the US/Europe regions, you will orchestrate seamless program onboarding, maximize cohort utilization, and deliver elite client-facing reporting. You are not a passive account manager; you are a sharp, business-savvy consultative partner who translates platform usage into visible corporate ROI.

KEY RESPONSIBILITIES

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• Architect the Onboarding Experience: Build and scale a standardized, friction-free onboarding framework that transforms newly closed accounts into active, launched cohorts within 4 weeks.
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• Drive Radical Platform Utilization: Obsessively track multi-tier engagement parameters across online university certificates, private faculty masterclasses, and executive coaching hours. Proactively deploy target interventions for low-usage accounts.
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• Deliver C-Suite Strategic Reporting: Periodically compile and present authoritative usage insights and metric dashboards to client stakeholders. Translate seat utilization directly into executive retention and organizational capability metrics.
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• Fuel the \"Land & Expand\" Engine: Build unshakeable, value-driven relationships with key L&D decision-makers to unearth mid-year scale opportunities, tier upgrades, and institutional referrals.
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• Escalation & Risk Management: Establish a rapid, highly responsive framework to handle critical corporate student escalations, conducting root-cause analyses in lockstep with legal, university relations, and product teams.
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CORE COMPETENCIES

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• Business Savvy & Gravitas: Exceptional customer-facing presence with the confidence to communicate value, challenge underutilization, and offer strategic advisory to enterprise HR executives.
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• Analytical Problem Solver: Highly numbers-driven approachwith the abilityto turn complex usage data points into compelling ROI narratives and actionable client-side suggestions.
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• 0-to-1 Continuous Improvement: An original builder who thrives on establishing standardized operating procedures, feedback mechanisms, and health-scoring templates where none exist.
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KEY SKILLSAND EXPERIENCE

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• Minimum 4+ years of direct experience in B2B SaaS Customer Success,Strategic Account Management, or Management Consulting.
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• Proven experience managing post-sale relationships for mid-market or enterprise clientbases, preferably within HR tech, EdTech, or professional consulting.
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• Advanced masteryof customer data analysis, healthtracking, and buildingprofessional executive presentations (MS Excel, Visio, or equivalent analytical suites).
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• Outstanding written, verbal, and interpersonal communication skills with a focus on cross-departmental coordination.
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• Minimum Graduate degree; experience operating within global corporate environments is highly preferred.
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Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.