Who You Are

Brightwheel is seeking a Head of Customer Engagement. You are a seasoned leader who thrives leading customer-facing teams in challenging and fast-paced startup environments. You are excited to take full ownership of our Engagement function with ambitious revenue goals and complex work-streams across upsell, expansion and go-to-market for different customer segments and products. You have experience in SMB sales, engagement or customer-facing operations and know how to balance high-quality customer interactions with a data-driven results focussed approach. You particularly enjoy the data and operational side of growing and leading teams. 

What You’ll Do

• Own and relentlessly pursue ambitious goals (Net new revenue, upsell conversion and customer value)
• Craft and implement a multi-year strategy to realize those goals by investing in people, processes and tools
• Effectively lead your team including leading managers (your team will report up to you through multiple layers of leadership) and build a deep bench of high-performing leaders 
• Maintain a high-performing culture on your team through ownership and accountability - clear goals, rapid tracking of results, solid coaching & feedback, and rapid recognition & rewards
• Efficiently scale your team as brightwheel continues to grow
• Collaborate with cross-functional teams to understand challenges and create a high-quality customer experience (Sales, Go-to-market, Operations, Enablement, Analytics, Product, Marketing)

Qualifications, Skills, & Abilities

• 10+ years total experience including 3+ years at startups in an operational role (operations or management consulting experience is a plus)
• 5+ years of people leadership experience including managing managers and driving results through team performance.
• Preference for experience in high-volume sales or customer success at SaaS company covering SMB customers
• Track record of delivering ambitious results
• Experience using data to drive long-term strategy and short-term prioritization (high level of comfort in Excel/sheets is required)
• Demonstrated ability to break through walls and Make-It-Happen in challenging, high-pressure environments 
• History of coaching, developing and championing internal talent
• Comfortable presenting to and collaborating with senior executives