Job Summary

At Veda, we believe that customer success is not just a function—it's a mindset and one of our core values. We're looking for a Customer Success Officer who is passionate about ensuring our partner schools and clients thrive with our products and services. This role is all about strengthening relationships, ensuring quality service delivery, and driving client retention by analyzing CRM data and formulating effective strategies to ensure customer satisfaction.

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Key Responsibilities

1. Support Oversight and Quality Monitoring

• Regularly review support team calls, tickets, and communications to maintain service excellence.
• Offer guidance and actionable feedback to support team members to improve client handling.

2. Sales–Support Collaboration

• Act as the communication bridge between sales and support to ensure a smooth client experience from onboarding to ongoing engagement.

3. CRM Data Management

• Ensure all client interactions and updates are systematically recorded in the CRM and MIS system being used by the concerned departments.
• Maintain CRM hygiene and monitor trends through regular data analysis.

4. Customer Success Metrics and Segmentation

• Develop and refine KPIs to measure customer satisfaction and retention.
• Classify customers by location, tier system, expectations, and engagement levels, and deliver tailored support through dedicated team members and authorized reseller partners.

5. Client Feedback and Engagement

• Conduct surveys and individual check-ins with schools, resellers, and other key stakeholders.
• Share insights and suggestions to help Veda better align its offerings with client needs and expectations.

6. Customer Retention Focus

• Detect early signs of dissatisfaction and take timely action to rebuild client relationships and reduce the risk of losing them.
• Develop and implement strategies to increase product stickiness by empowering users to adopt and utilize more features effectively.

7. Executive Reporting

• Prepare regular updates and performance reports (client satisfaction, operational gaps, and opportunities for growth etc for the senior Management.

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Requirements

• Bachelor’s degree in(Management or Communications preferred)
• Minimum 2 year of experience in customer service, success, or relationship management roles
• Exceptional verbal and written communication skills
• Strong analytical and problem-solving mindset with attention to detail
• Ability to multitask, prioritize effectively, and adapt in a fast-paced environment
• Enjoys engaging with people and building meaningful relationships
• Curious and open to learning—especially with a steep learning curve!
• Comfortable using Google Workspace tools (Docs, Sheets, Drive)

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Why Join Veda?

At Veda, we’re not just building software—we’re building a better future for education. Our team is driven by purpose, united by values, and committed to helping schools and students succeed.

• A Culture of Growth: We offer learning opportunities that help you grow professionally and personally.
• Your Voice Matters: We value your ideas, feedback, and initiative. You won’t just work here—you’ll help shape how we work.
• Meaningful Impact: Your work will directly support educational institutions across Nepal and beyond.

And to make your journey even more rewarding, we offer a competitive salary with clear growth opportunities, skill development programs, a supportive and friendly work environment with regular team-building activities—plus free lunch and snacks to keep you energized throughout the day.