Customer Success Lead

About BrightChamps:

BrightChamps is a global ed-tech giant aimed at bridging the gap between school education and real-worldskills. From AI and Robotics to Financial Literacy, we empower kids to become the next generation of technology leaders. With a presence in over 30 countries, we are looking for talent that moves as fast as we do.

About the Role:

As a Customer Success Lead at BrightChamps, you'll drive customer success and satisfaction for our key stakeholders—Tutors, Students, and Parents. You'll build strong relationships, understand their needs and goals, and ensure they achieve maximum value from our edtech platform in a fast-paced startup environment.

Key Responsibilities:

• Customer Relationship Management: Act as the primary point of contact for key Tutors, Students,
  and Parents. Build positive relationships by understanding their objectives, challenges, and needs to
  deliver tailored solutions and support.
• Onboarding and Implementation: Guide Tutors, Students, and Parents through seamless
  onboarding, ensuring successful product/service adoption.
• Proactive Customer Engagement: Anticipate needs, address questions and concerns, and provide
  ongoing guidance to maximize value from our platform.
• Upselling, Referrals & Cross-selling: Spot expansion opportunities and promote additional
  products, features, or services aligned with customer goals.
• Customer Feedback and Advocacy: Collect feedback, identify trends, and share insights with
  internal teams for product improvements. Turn satisfied customers into advocates and references.
• Renewals and Churn Prevention: Monitor customer health, drive high renewal rates, and
  proactively mitigate risks to boost retention.
• Team Leadership: Lead the customer success team by setting clear goals, fostering a collaborative culture, and promoting continuous learning and accountability.
• Key Metrics: Renewal rates, churn reduction, upsell revenue, customer satisfaction (NPS/CSAT),
  onboarding time, and team performance.

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 of leading customer success - ensure the success and satisfaction of the customers
  (Tutors/Students/Parents)
• Previously managed teams both directly and indirectly
• Experience in a people-driven service business
• Experience in the conventional or new-age education industry with a spread across multiple geographies