Linson Jose
Customer Success Manager | Customer Retention & Renewals | Team Leadership | EdTech, Retail & Subscription Businesses
- Role
- Customer Success & Operations Manager at PW (PhysicsWallah)
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Linson Jose
Customer Success professional with 10+ years of experience across EdTech, Retail, and Consumer Services, driving customer onboarding, engagement, retention, and renewals.Proven track record of achieving 88% renewal rates and maintaining 90%+ CSAT month-on-month through proactive engagement, escalation management, and structured feedback loops.Experienced in leading and mentoring customer-facing teams, partnering cross-functionally with Sales, Product, and Operations, and using CRM insights to identify at-risk accounts and improve customer lifetime value (CLV).Core strengths: Customer Lifecycle Management | Retention & Renewals | CSAT / NPS | Voice of Customer | Escalation Management | Salesforce | LeadSquaredOpen to Customer Success Manager / Senior CSM / Customer Experience roles in Bengaluru or Remote.
Experience
Customer Success & Operations Manager
Feb 2024 — Present · Dubai, AE
Owned end-to-end customer lifecycle from onboarding to renewals for students and parents- Owned and managed a ₹6.8 Cr ARR portfolio, achieving 128% of assigned revenue targets through renewals, upsell opportunities, and proactive customer engagement- Managed a portfolio of 150+ accounts across multiple programs- Achieved 88% renewal rate, consistently exceeding benchmarks- Maintained 90%+ CSAT month-on-month via proactive engagement and structured feedback- Acted as primary escalation owner, resolving issues to minimize churn and improve CLV- Partnered with Sales, Academics, and Operations to improve customer experience- Used CRM insights to track engagement, identify at-risk customers, and drive retention- Conducted regular account health reviews to proactively identify churn risks and expansion opportunities.
Education
Army School Hyderabad
11 and 12
Mahatma Gandhi University
Bachelor of Business Administration (BBA), Marketing
2010 — 2014
Asia Pacific Institute Of Management
Master of Business Administration (M.B.A.), Marketing
2013 — 2015
Skills
- Photoshop
- Teamwork
- Windows
- English
- Microsoft Office
- Sales
- Microsoft Word
- Team Leadership
- Microsoft Excel
- Powerpoint
- Customer Service
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