Head Of Customer Experience (Retention & Service Quality) | Upto 30M

Key Responsibilities

1. Own retention and customer health metrics

• Own Month-1, Month-3, and renewal retention targets
• Monitor and improve NPS and parent satisfaction
• Build and manage customer health dashboards
• Identify early churn signals and deploy proactive interventions

2. Architect the end-to-end customer journey

• Redesign onboarding, first-month experience, and renewal journey
• Ensure clear expectation setting between sales → CS → mentor teams
• Standardize parent communication cadence and progress updates
• Reduce friction points across the lifecycle

3. Build a scalable service quality system

• Define service SOPs, escalation protocols, and communication frameworks
• Implement quality assurance mechanisms for mentor-parent interactions
• Lead resolution of complex or sensitive parent cases
• Drive consistency in experience across thousands of families

4. Lead and develop the Customer Experience team

• Manage and coach CS team leads and frontline staff
• Build performance culture anchored on accountability and empathy
• Design training programs to elevate emotional intelligence and problem-solving capability
• Plan team capacity in line with revenue growth

5. Act as Voice of Customer across the organization

• Translate customer insights into actionable improvements for Product, Academic, and Sales teams
• Partner closely with Growth and Academic leaders to improve conversion-to-retention quality
• Influence service promise boundaries to protect long-term trust

6. Protect TeenCare’s brand trust and reputation

• Own high-risk escalations and crisis communication
• Ensure consistent service standards in a high-emotion parenting category
• Build systems that turn satisfied parents into advocates and referrals

Success metrics for the role

• Improvement in Month-3 retention rate
• Renewal revenue growth
• Reduction in complaint and escalation rates
• Improvement in parent NPS
• Stabilization of sales morale linked to service delivery confidence

Ideal Candidate Profile

• 2+ years experience in Customer Success / Service Operations / Experience leadership
• Proven track record owningretention or recurring revenue performance
• Experience in high-touch service industries such as:
  • education / edtech
  • premium consumer services
  • insurance / financial advisory
  • healthcare / therapy services
• Strong ability to handle emotionally sensitive customer situations
• Data-driven mindset with operational rigor
• Natural authority and decision-making confidence
• Comfortable working in fast-scaling startup environments