The Role
Lead customer success for tutors, students, and parents by managing relationships, onboarding, engagement, upselling, feedback, renewals, and churn prevention. The role also involves directly and indirectly leading teams, setting goals, fostering collaboration, and improving customer satisfaction across a global education business.
Summary Generated by Built In
What is BrightChamps?
A global live-learning edtech platform for kids from 6 to 16 years to learn next-gen life skills such as Coding, Financial Literacy, Communication Skills and Robotics. BrightCHAMPS is currently valued at $650 million with a $63 million investment, and services 30+ countries (India, Indonesia, US, UAE, Vietnam, and many other countries across SEA and MENA) in 12+ languages across its 4 verticals.
What is this role about?
As a Customer Success Lead, your role is to ensure the success and satisfaction of our customers (Tutors/Students/Parents). You will be responsible for building and maintaining strong relationships with customers, understanding their needs and goals, and helping them achieve success with our Service/Product.
Key responsibilities and metrics include:
- Customer Relationship Management: Build and maintain positive relationships with key Tutors/Students/Parents, acting as their primary point of contact.
- Understand their business objectives, challenges, and needs to provide appropriate solutions and support.
- Onboarding and Implementation: Assist Tutors/Students/Parents during the onboarding process, ensuring a smooth and successful implementation of our
- product or service
- Proactive Customer Engagement : Anticipate and address Students/Parents/Tutors needs, questions, and concerns. Provide proactive engagement and guidance to ensure customers derive maximum value from your product or service.
- Upselling, Referrals & Cross-selling: Identify opportunities to expand the relationship with Tutors/Students/Parents by upselling additional products, features, or services that align with their needs and objectives
- Customer Feedback and Advocacy: Gather Tutor/Student/Parents feedback, identify trends, and share insights with internal teams to drive product improvements and enhancements. Leverage satisfied Tutor/Student/Parents feedback as references and advocates for BrightChamps
- Renewals and Churn Prevention: Work closely with Tutor/Student/Parents feedback to ensure high renewal rates and prevent churn. Monitor Tutor/Student/Parents feedback health and take proactive measures to address any risks or issues that may impact customer satisfaction and retention.
- Team Leadership: Provide strong leadership by setting clear expectations, goals, and priorities for the team. Foster a positive and collaborative team culture that encourages continuous learning, growth, and accountability
Requirements
- Experience working in a fast paced environment either in a rapidly growing startup or in a new BU of an established company
- Experience of leading the customer success - ensure the success and satisfaction of the customers (Tutors/Students/Parents)
- Previously managed the teams both directly and indirectly
- Experience in a people driven service business
- Experience in conventional or new age Education industry with a spread across multiple geographies
Skills Required
- Experience working in a fast-paced environment, such as a rapidly growing startup or a new business unit
- Experience leading customer success and ensuring customer success and satisfaction
- Experience managing teams directly and indirectly
- Experience in a people-driven service business
- Experience in the conventional or new-age education industry across multiple geographies
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The Company
What We Do
A global live-learning edtech platform for kids from 6 to 16 years to learn next-gen life skills such as Coding, Financial Literacy, Communication Skills and Robotics. BrightCHAMPS is currently valued at $650 million with a $63 million investment, and services 30+ countries (India, Indonesia, US, UAE, Vietnam, and many other countries across SEA and MENA) in 12+ languages across its 4 verticals. It is our vision and mission to become the world’s most learning impact-driven educational organisation by empowering the world’s 2 billion kids with next-gen life skills to help level the playing field for success, regardless of gender, physical, socio-political, cultural and financial considerations
