Customer Success Manager

About Exly:

Exly is an all-in-one business platform built for knowledge entrepreneurs, coaches, trainers & course creators to start, sell, market and manage their programs (courses, online sessions, consultations and workshops). Exly is a Y-Combinator backed start-up and has raised funding from India's top VC funds. The company is founded by IIT Kharagpur / IIM Calcutta / BCG alumni. 

We are at the forefront of the Software-as-a-Service (SaaS) industry, revolutionising how knowledge businesses, coaches & trainers operate and thrive in today's digital landscape. With our cutting-edge solutions, we empower entrepreneurs to streamline their operations, enhance productivity, and achieve their business goals more efficiently.

Website: www.exlyapp.com

THE ROLE

As a Customer Success Manager at Exly, you will own a portfolio of creator accounts and be directly responsible for their growth, retention, and revenue contribution. This is a high-ownership, business-first role — not a support function. You will be expected to track GMV and revenue performance, identify revenue opportunities, and proactively drive outcomes across your entire book of business.

You will work at the intersection of business strategy, problem solving, and customer relationships — using Google Sheets and AI tools to diagnose problems, connect the dots quickly, and build solutions that move the needle for your accounts.

KEY RESPONSIBILITIES

Account Ownership & Business Outcomes

• Own end-to-end account health for your portfolio you are the single point of accountability for your creators' success on the platform.

• Drive GMV and revenue targets; build and maintain monthly/quarterly forecasts with clear assumptions.

• Own GRR for your portfolio — track renewals proactively, ensure accounts are re-committing on time, and minimise revenue leakage.

• Identify risks early, diagnose the root cause, and execute interventions to prevent churn before it becomes a problem.

Growth, Upsell & Cross-sell

• Map customer needs against Exly's product suite to continuously surface upsell and cross-sell opportunities that grow account ARR.

• Drive transactional revenue by identifying one-time and event-based opportunities within your portfolio.

Retention & Engagement

• Monitor engagement, platform adoption, and health metrics; act decisively on early signals of disengagement.

• Build trust-based relationships with creators — understand their business deeply enough to anticipate problems before they surface.

• Drive smooth onboarding for new accounts and push feature adoption that directly impacts creator outcomes.

WHAT WE'RE LOOKING FOR

• 1–4 years of experience in Customer Success, Account Management, or a client-facing business role.

• Demonstrable ownership mindset: you've managed targets, built forecasts, and been accountable for revenue outcomes.

• Strong problem-solving instincts — you find it, frame it, and fix it.

• Proficiency in Google Sheets — comfortable building trackers, using formulas, and creating dashboards.

• Hands-on experience using AI tools to solve real business problems; you actively explore new tools and know how to get results from them.

• Excellent communication skills — crisp in writing, confident on calls, and able to handle difficult conversations constructively.

• High energy, self-driven, and comfortable operating in a fast-moving environment with evolving priorities.

NICE TO HAVE

• Prior experience in the creator economy, edtech, or coaching/training industry.

• Prior experience in an early-stage startup  you've taken ownership from Day 1, worn multiple hats, and driven outcomes without waiting to be told what to do.

• Experience building or optimising customer success processes from the ground up.

WHY EXLY

• High-ownership culture your portfolio is your business to run.

• Direct exposure to business metrics, GMV management, and commercial decision-making from Day 1.

• Work alongside a sharp, ambitious team that moves fast and learns faster.

• Competitive compensation with performance-linked upside.

• Healthcare insurance, collaborative culture, and real career growth opportunities.

• Hybrid work model — Gurugram office.