Relationship Manager – Customer Success & Retention

About Connect2Learn

Connect2Learn is a fast-growing international EdTech organization focused on delivering high-quality learning experiences across global markets, especially the USA. We specialize in connecting students with expert educators through innovative digital platforms, ensuring impactful and result-driven learning outcomes.

Role Overview

We are looking for a proactive and result-driven Retention Executive to manage customer relationships, ensure timely payment collections, and enhance overall customer satisfaction. The primary focus of this role will be to retain existing customers, minimize refunds, and improve the overall customer experience through effective communication and support.

Key Responsibilities

• Ensure timely collection of payments from existing customers.
• Engage with customers regularly to build strong relationships and enhance retention.
• Proactively connect with customers to understand feedback, concerns, and overall experience.
• Identify potential churn cases and take preventive actions to retain customers.
• Handle customer objections and concerns effectively to avoid cancellations and refunds.
• Coordinate with internal teams (sales, operations, academic) to resolve customer issues promptly.
• Maintain accurate records of customer interactions, payment status, and feedback.
• Follow up consistently with customers for renewals, upgrades, and continued engagement.
• Ensure a smooth and positive customer journey throughout the lifecycle.

Eligibility Criteria

• Prior experience in Customer Retention / Customer Success / Sales roles.
• Experience in EdTech or international process (preferred).
• Strong communication and negotiation skills.
• Ability to handle customer concerns with empathy and professionalism.
• Comfortable working in night shift (USA market).
• Immediate joiners will be highly preferred.

Preferred Skills

• Strong convincing and objection-handling abilities.
• Customer-centric mindset with a focus on long-term relationship building.
• Ability to work in a target-driven and fast-paced environment.
• Basic understanding of CRM tools and customer tracking systems.

What We Offer

• Competitive salary with performance-based incentives.
• Opportunity to work in a global EdTech environment.
• Career growth in customer success and retention roles.
• Supportive and collaborative work culture.

Job Details

• Location: Kolkata (On-site)
• Shift Timing: 9:00 PM – 6:00 AM (USA Market)
• Joining: Immediate Joiners