Customer Success Associate

Job Summary The Customer Success Associate plays a critical role in ensuring that every parent and student who engages with Tuteria has a seamless, delightful, and impactful learning experience. The Customer Success Associate will serve as the primary point of contact for clients, managing onboarding, ensuring client satisfaction throughout the learning journey, monitoring student progress, driving renewals, and identifying upselling opportunities. The ideal candidate will build strong, lasting relationships with clients while reinforcing Tuteria’s promise of quality and results-driven tutoring. Because Tuteria delivers education, this role is best suited for someone with a background in education, child development, psychology, or teaching, AND strong sales ability. The ideal candidate is not only a salesperson, but also someone who understands learning, student behaviour, and parent needs, and can communicate value in a consultative, trusted way. Job Responsibilities Client Relationship & Communication • Build and maintain strong, trusting, and long-lasting relationships with parents, students, and clients. • Serve as the main point of contact for clients throughout their learning journey, from booking to lesson completion. • Conduct proactive check-ins, satisfaction calls, and follow-ups to ensure students are progressing and happy, and that tutors are delivering quality services. • Manage onboarding of new clients, guiding them through tutor selection, payment, and service delivery. Student Success & Experience Management • Track student progress, performance, feedback, and tutor reports to ensure academic improvement is on course.

• Identify and resolve client and student concerns professionally and quickly.
• Work closely with tutors to monitor lesson quality and ensure commitments are met.
• Escalate major concerns where necessary and ensure issues are addressed on time.

Retention, Renewal & Upselling

• Develop and implement strategies to improve client retention and reduce churn.
• Maintain a minimum 90% monthly renewal target for existing clients.
• Strengthen retention and re-engage inactive clients through personalized follow-ups and

value-based check-ins. • Identify opportunities to upsell additional subjects, more lessons, long-term packages, or premium offerings. Sales & Revenue Contribution • Help clients choose the right learning package based on goals, weaknesses, and academic needs. • Present value-driven proposals and guide parents towards longer-term tutoring commitments. Reporting & Documentation • Maintain accurate, complete, and up-to-date CRM records of all client interactions, payments, progress updates, and service history.

• Generate weekly retention, satisfaction, and issue-resolution reports.
• Track escalations, churn cases, and potential renewal risks.

Collaboration • Work closely with the tutor success team and other internal teams to ensure timings, quality, and curriculum expectations are met. • Provide data-driven feedback to internal teams on recurring issues, customer insight, and opportunities for improvement.