Otiva

Customer Success Manager

• Onboard new students and ensure activation during their first few weeks
• Guide students through their journey from initial enrollment through certification, monitoring engagement and progress
• Resolve questions related to access, the platform, and learning paths promptly
• Organize and support mentoring sessions, biweekly workshops, and live events
• Collect feedback, measure NPS, and turn insights into improvements to the student experience
• Identify students at risk of churn and take preventive action
• Identify upsell opportunities for advanced programs
• Keep records and KPIs up to date in the CRM, spreadsheets, and course platform
• Periodically report activation, engagement, NPS, and retention metrics to leadership
• Ensure that every student progresses from first access through certification, supporting activation, engagement, and retention

Customer Success Analyst