Linson Jose
Customer Success & Operations Manager @PW (PhysicsWallah)
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WORK HISTORY
Customer Success & Operations Manager @PW (PhysicsWallah)
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
Asia Pacific Institute Of Management
Master of Business Administration (M.B.A.), Marketing
SKILLS
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.
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