Customer Success Lead.

Job Title: Customer Success LeadPosition: Full TimeLocation: HSR Layout, BangaloreWork Mode: On-SiteAbout BrightCHAMPSBrightCHAMPS is a global EdTech company focused on bridging the gap between school education and real-world skills. From AI and Robotics to Financial Literacy, we empower children to become the next generation of technology leaders. With a presence in over 30 countries, we are looking for talented professionals who thrive in a fast-paced and dynamic environment.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 the BrightCHAMPS platform. The role also involves leading the Customer Success team and driving retention, renewals, customer satisfaction, and business growth.Key ResponsibilitiesCustomer 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 providing tailored solutions and support.Onboarding & Implementation: Guide Tutors, Students, and Parents through a seamless onboarding process and ensure successful adoption of our products and services.Proactive Customer Engagement: Anticipate customer needs, address questions and concerns, and provide ongoing guidance to maximize customer value.Upselling, Referrals & Cross-Selling: Identify expansion opportunities and promote relevant products, features, or services aligned with customer requirements.Customer Feedback & Advocacy: Collect customer feedback, identify trends, and collaborate with internal teams to drive product and service improvements.Renewals & Churn Prevention: Monitor customer health, drive high renewal rates, and proactively identify and mitigate churn risks.Team Leadership: Lead and mentor the Customer Success team by setting clear goals, fostering collaboration, promoting continuous learning, and maintaining accountability.Key MetricsRenewal RateChurn ReductionUpsell RevenueCustomer Satisfaction (NPS/CSAT)Onboarding TimeTeam PerformanceWhat Will Make You a Good FitPrerequisitesExperience working in a fast-paced environment, preferably within a rapidly growing startup or a new business unit of an established company.Proven experience in leading Customer Success and 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/EdTech industry.Experience managing customers or teams across multiple geographies.Strong leadership, communication, relationship management, and problem-solving skills.