About BrightCHAMPS
BrightCHAMPS is a global ed-tech giant aimed at 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 over 30 countries, we are looking for talent that moves as fast as we do.
About the Role
As a Customer Success Lead 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
● Experience in conventional or new age Education industry with a spread across multiple geographies
Pay: ₹400,000.00 - ₹650,000.00 per year
Application Question(s):
- How many years of experience do you have in Customer Success, Account Management, Customer Support, or a related customer-facing role?
- Have you previously led or managed a Customer Success team?
- Do you have experience working in a fast-paced startup or high-growth environment?
- Have you worked in the Education, EdTech, Training, or Learning industry?
- Do you have experience handling customer retention, renewals, churn reduction, or customer lifecycle management?
- What is your current CTC and expected CTC?
- Are you comfortable working on-site and following the company's work model?
- Are you comfortable working 6 days a week, including Saturdays and Sundays? (with rotational week off)
- Are you comfortable with evening/night shifts?
- Do you have a functional laptop?
Work Location: In person
