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 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
