Customer Success Executive

Customer Success LeadAbout BrightChampsBrightChamps is a global ed-tech company focused on bridging the gap between school education and real-world skills. From AI and Robotics to Financial Literacy, we empower kids to become the next generation of technology leaders.With a presence in 30+ countries, we are looking for talented professionals who can move as fast as we do and contribute to our rapidly growing organization.About the RoleAs a Customer Success Lead at BrightChamps, you will be responsible for driving customer success and satisfaction across our key stakeholders — Tutors, Students, and Parents.You will build strong customer relationships, understand their needs and goals, and ensure they derive maximum value from our ed-tech platform. This role requires a customer-first mindset, strong leadership skills, and the ability to thrive 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 strong relationships by understanding their objectives, challenges, and needs, and provide tailored solutions and support.🚀 Onboarding & Implementation Guide Tutors, Students, and Parents through a seamless onboarding experience, ensuring successful product and service adoption.💬 Proactive Customer Engagement Anticipate customer needs, address questions and concerns proactively, and provide continuous guidance to maximize the value they receive from the platform.📈 Upselling, Referrals & Cross-selling Identify expansion opportunities and recommend additional products, features, or services that align with customer needs and goals.📝 Customer Feedback & Advocacy Collect and analyze customer feedback, identify recurring trends, and collaborate with internal teams to drive product and service improvements. Encourage satisfied customers to become advocates and references.🔄 Renewals & Churn Prevention Monitor customer health, drive strong renewal rates, identify potential risks, and implement proactive strategies to improve customer retention and reduce churn.👥 Team Leadership Lead and manage the Customer Success team by setting clear goals, fostering a collaborative work culture, encouraging continuous learning, and maintaining accountability for team performance.Key Metrics📊 Renewal Rate 📉 Churn Reduction 💰 Upsell Revenue ⭐ Customer Satisfaction — NPS/CSAT ⏱️ Onboarding Time 👥 Team PerformanceWhat Will Make You a Good FitPrerequisites:Experience working in a fast-paced environment, either within a rapidly growing startup or a new business unit of an established organization.Proven experience in Customer Success, with a focus on ensuring the success and satisfaction of customers, including Tutors, Students, and Parents.Prior experience managing teams, both directly and indirectly.Experience working in a people-driven service business.Experience in the conventional or new-age education industry, preferably with exposure to operations across multiple geographies.