Customer Success Manager at Blend-ed in Kozhikode, Kerala, IN

Right now, customer success at Blend-ed happens in the gaps — someone from the team helps out when a client needs something, because there's no one whose actual job it is. That's worked while we were small. It won't hold as we grow. We need the first person whose whole job is making sure customers don't just sign up, but actually get value and stay. Now, for you who don't know Blend-ed — we're an AI-first LMS built on Open edX, one of a small number of official global Open edX partners. We work with training providers and corporate clients across the globe, with some genuinely strong logos already on our shelf, delivering high-stakes training that people actually depend on. What you'll actually be solvingA signed customer isn't a successful one yet. A good demo gets someone to buy. It doesn't get their team onboarded, their workflows set up, or their people actually using the platform. That gap — between "they bought it" and "they're getting value from it" — is what's been handled informally until now, and it's yours to own properly.

• Own onboarding end to end — understand each customer's goals, set expectations, coordinate training, make sure they know their next steps.

• Be the steady point of contact. Build real relationships with admins, training teams, and decision-makers, and notice concerns before they turn into problems.

• When something breaks, investigate it yourself first. Bring solutions or workarounds where you can, and when you do escalate, hand it over with full context — not just a forwarded complaint.

• Spot the quiet signals. A customer going dark, skipping onboarding, or dropping a feature is a warning sign long before they mention leaving — catch it early and work the plan with them.

• Feed what you learn back to the team. Recurring questions, product gaps, and customer feedback should actually change what we build and how we sell.

You'll report into the Founder Office, working closely with the people who built this company — which means you'll be shaping what "customer success at Blend-ed" even looks like, not inheriting someone else's play-book. What you'll do in your first 90 days(These are our proposed milestones — we'd shape the exact targets with you in week one.)1. Learn the platform cold. Understand the core features, the common customer workflows, and the issues that come up again and again.1. Get to know every customer. Their goals, key contacts, current usage, open concerns — build the picture nobody's had time to fully build until now.1. Take over customer communication. Start running calls, leading onboarding and training, and sending follow-ups customers can actually rely on.1. Start resolving issues on your own. Investigate, solve what you can, and escalate the rest with enough context that the right team can act fast.1. Flag your first at-risk account. Catch a customer who's drifting before it becomes a churn conversation, and work a real plan with them.1. Build the feedback loop that doesn't exist yet. Keep customer records accurate, and get recurring issues and requests actually reaching product and sales.

What we're looking forYou've done this before (non-negotiables)

• You listen closely, ask the right questions, and explain things clearly — confident spoken and written English, since you're running calls and writing to a global customer base.

• You build real trust with clients — you can manage expectations and hold a difficult conversation calmly, without deflecting it to someone else.

• You investigate a problem before escalating it. You stay responsible for an issue until it's actually resolved, not just handed off.

• You understand B2B SaaS fundamentals — onboarding, adoption, renewals, retention — well enough to spot when something's off track.

• You keep your word. Records stay current, commitments get met, and customers aren't left chasing you for updates. You might also bring (differentiators)

• You've worked with LMS platforms before — course setup, enrolment, roles, assessments, completion tracking, reporting.

• You've been the first or early CSM somewhere — built the process rather than inherited one, and liked doing it.

• You're comfortable coordinating across teams — pulling in product, support, or sales with the right context, not just a ticket number.

• You've supported renewal or expansion conversations, not just kept the lights on.

• You can turn a customer's usage data into an actual conversation about where they're stuck and what to do next. Why this role mattersWe're about 20 people, and every customer who signs up is trusting us with a real part of their business — a training launch, a team's learning program, a commitment they've made to their own people. Right now, nobody owns making sure that trust pays off after the contract is signed. You do.You'll be the person most customers know best at Blend-ed — the clarity of your communication and the reliability of your follow-through becomes their whole picture of what working with us feels like. And because you're the first person in this seat, how customer success gets done here starts with you.