Customer Success Lead

About the job

Job Title - Customer Success Lead Position - Full-Time Setup - Work From Office 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 in 12+ languages across its 4 verticals. Our Vision: To become a global platform that is synonymous with high-quality education around important life skills. We believe that the world is evolving faster than ever and curriculum taught at school may not suffice, thereby creating a gap. We, at BrightChamps, are driven to bridge that gap, laying strong foundations around important life skills, yielding superlative outcomes, at large. Focus Area: K-12 Market: Global (already made a mark in ~25 countries) Life skills: Technology foundation, Financial literacy, Robotics, Effective communication, Crypto, etc. Journey so far: Having started in July 2020, BrightChamps is one of the fastest-growing EdTech companies, globally. Our strong PMF, coupled with our remarkable execution, have translated into fast growth. Our growth is also attributed to the academy, conducting more than 0.1 million classes every month and the customer revenue directly funnelling into our growth. Funding: 63 Mn $ Our growth curve gained traction from global marquee investors, including GSV Ventures (USA), Premji Invest (India), Binny Bansal (Flipkart founder), BEENEXT (Singapore). Valued at half a billion, in the past 3 years, we raised funding of 63 million USD from these Tier 1 investors. Link: Edtech startup BrightChamps, valued at nearly $500 million, comes out of stealth mode. 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, 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. ⭐Renewals and Churn Prevention: Work closely with Tutor/Student/Parents to ensure high renewal rates and prevent churn. Monitor health and proactively address issues impacting 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. What will make you fit for the role? Pre-requisites: ⭐Experience working in a fast-paced environment either in a rapidly growing startup or in a new BU of an established company. ⭐Experience leading customer success - ensuring satisfaction of customers. ⭐Previously managed 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. What’s in store for you? Experience blitz scaling a startup. Meritocratic environment to work, where your rewards are directly proportionate to your achievements. Practically no limit. Superlative rewards/growth for superlative outcomes. Opportunity to work with some of the best talent committed to building the best EdTech company globally.

Requirements

• Customer Relationship Management
• Onboarding
• Proactive Customer Engagement
• Upselling
• Leadership

Qualifications

• Experience in a fast-paced environment
• Experience leading customer success
• Previous management experience

Preferred Technologies

• Customer Relationship Management
• Onboarding
• Proactive Customer Engagement
• Upselling
• Leadership

About the company

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.