Customer Success Lead

What is Bright. Champs? 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

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 and enhancements.

Leverage satisfied Tutor/Student/Parents feedback as references and advocates for Bright. Champs 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