Customer Success Executive - ROW

Company DescriptionBrightCHAMPS is a global edtech platform focused on closing the gap between traditional education and the real-world skills children need to succeed. The company offers expert-designed courses in areas such as Coding, Financial Literacy, Math, Robotics, AI, and Communication, serving learners across more than 30 countries through over 200,000 live classes each month. Backed by $63M in funding and valued at $650M, BrightCHAMPS is recognized as a fast-growing, award-winning startup trusted by parents, educators, and students worldwide. The organization promotes a collaborative, impact-driven work culture where educators and innovators work together to empower young minds. Its vision is to become the world’s most trusted education platform, making transformative learning accessible to every child, regardless of background.

About the RoleAs a Customer Success Executive - ROW 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 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 for 1.5 years or more● Experience in conventional or new age Education industry with a spread across multiple geographies● BtoC Experience Mandatory