Zonal Manager - Customer Sucesss & Retention

Function: Customer Management Team
Department: Customer Success & Retention
Location: Bangalore East (Field Team)
About Kreedo
At Kreedo, we partner with schools to build joyful and impactful early learning experiences. We combine curriculum, teacher capability, and implementation excellence to create measurable outcomes for schools and students.
About the Role
As a Zonal Manager - Customer Success Team, you will lead a team of Customer Success Managers and own revenue growth and customer retention across your zone. You will run the renewal and collections pipeline, coach your team to consistent performance, and step into the escalations and negotiations that decide whether accounts stay and grow.
Drive regional revenue growth and customer retention by leading the CSM team, owning renewal pipelines, managing team performance, and ensuring quality forecasting, collections, and account health across the zone.
Key Responsibilities
● Run structured reviews of the CSM renewal, collections, and upsell pipeline, challenging optimistic forecasts so regional numbers stay reliable.
● Coach CSM’s through 1:1s, structured feedback, and skill-gap reviews, lifting weaker performers rather than leaning on the strongest.
● Resolve client escalations and churn risks, stepping into tough negotiations and coordinating with Service Delivery and Ops to close them out.
● Monitor visit effectiveness and own schedule planning across the zone so customer-facing time is both compliant and productive.
Key Result Areas (KRAs)
● Customer retention / Renewal % / Retrievals
● Revenue growth (upsell / cross-sell)
● Forecasting - Renewals, Collections, Upsell
● Collections % vs target
● Product skill score (for upsell capability)
● Visit compliance %
What Good Looks Like
● Runs the business, not just the team - knows cluster numbers daily.
● Spots risks early - no surprise churn or overdue escalations.
● Drives collections discipline across all CSM, not just top performers.
● Coaches the team
● Challenges forecasts - doesn't accept optimistic pipelines blindly.
● Steps into tough negotiations and escalations and closes them.
● Creates execution rhythm - weekly reviews, clear follow-ups, no drift.
● Distinguishes true relationship-builders from activity-only performers.
Skills & Experience
Education
● Bachelor's or Master's degree in Business Administration, Management, or a related field.
Experience
● 6 to 10 years of experience in account management, customer success, or client-facing commercial roles, including experience managing a team.
● Track record of owning renewal, collection, and upsell targets for a region or cluster.
● Experience working with schools or educational institutions is Mandatory
What We Are Looking For
● Strong commercial judgement across renewals, collections, and upsell.
● Proven coaching ability - lifts the whole team, not just the top performers.
● Confidence in difficult conversations, both with clients and within the team.
● Discipline in forecasting, CRM hygiene, and review rhythm.
● Strong stakeholder management and consultative relationship-building skills.
● Data-driven approach to spotting risk and opportunity early.
Why Join Kreedo
● Opportunity to own revenue and retention outcomes for a full zone.
● High ownership and growth opportunities.
● Collaborative and learning-oriented culture.
● Continuous capability development and career progression.

Work arrangement
No