Senior Manager, Onboarding

Our Mission and Opportunity

Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

Our Team

We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban. 

We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day. 

Brightwheel is seeking an experienced customer success leader with a track record of strengthening and scaling customer-facing teams. You will lead the onboarding team for our education business with responsibility for rapidly training a high volume of new brightwheel customers while minimizing dropout. 

This is a high-performing team with an ambitious challenge ahead of them. The goals are becoming increasingly complex as we add customer segments, products and geographies. You will set the multi-year vision to ensure the team scales efficiently and effectively and is able to achieve these goals. A critical expectation for this role is that you will continue to develop the team’s high-performing leadership bench, helping them develop into even stronger leaders and progress on their careers. You are excited to do all of this in a rapidly changing startup environment where you always focus on our end mission - improving early education.

What You'll Do

• Create an easy, trusted and empowering customer experience
• Own and relentlessly pursue ambitious goals (activation speed/rate, dropout rate)
• Build a deep bench of high-performing managers and constantly help them develop and progress in their careers
• Maintain the existing strong performance management system that creates ownership and accountability for your high-performing team -- clear goals, rapid tracking of results, solid coaching & feedback, and rapid recognition & rewards
• Improve processes and tools in collaboration with other Go-To-Market leaders and functions
• Design a multi-year vision for the team to scale efficiently & execute on your vision

Qualifications, Skills, & Abilities

• 5+ years leading a high-performing, high-volume sales or customer onboarding team (20+ team members)
• Strong preference for experience in startups, SaaS, SMB customers, and additional Customer Onboarding experience
• Experience scaling teams - growing headcount, adding product/geo responsibilities, improving efficiency
• Track record of achieving ambitious results
• Demonstrated ability to break through walls and Make-It-Happen in challenging, high-performance environments 
• History of developing and championing internal talent
• Comfort presenting to and collaborating with senior executives

Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.