BrightCHAMPS is looking for a passionate and results-driven Team Lead – Customer Success & Renewals to lead our post-sales customer success function while driving customer retention, renewals, and revenue growth.
In this role, you will lead a team of Customer Success & Renewal Managers, ensuring exceptional customer experiences while achieving renewal, retention, and expansion targets. You will play a critical role in reducing churn, increasing product adoption, and strengthening long-term customer relationships across schools, parents, educators, and learners.
The ideal candidate is a people-first leader with strong commercial acumen, capable of balancing customer advocacy with business growth. You will collaborate closely with Sales, Product, Marketing, and Support teams to deliver a seamless customer journey and maximize lifetime value.
Key Responsibilities Team Leadership & Performance Management
Lead, mentor, and manage a team of 5–10 Customer Success & Renewal Managers.
Set, monitor, and achieve team KPIs including renewal rate, customer retention, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn reduction, and upsell targets.
Conduct regular one-on-one meetings, performance reviews, pipeline discussions, and coaching sessions.
Review customer interactions, provide feedback, and improve negotiation, objection handling, and consultative selling skills.
Foster a high-performance culture focused on customer satisfaction, accountability, and continuous improvement.
Customer Renewals & Revenue Growth
Own the complete customer renewal lifecycle from forecasting and risk assessment to negotiation and contract closure.
Build and maintain accurate renewal forecasts while proactively identifying accounts at risk of churn.
Develop strategic retention plans to improve renewal success rates.
Drive account expansion through upselling and cross-selling opportunities, including premium offerings, additional courses, and product enhancements.
Negotiate commercial terms within company guidelines and escalate complex deals when required.
Customer Success & Retention
Ensure customers achieve maximum value from the platform through proactive engagement and adoption initiatives.
Monitor customer health metrics and implement lifecycle strategies covering onboarding, adoption, renewal, and expansion.
Work closely with Product and Support teams to resolve escalations and improve overall customer experience.
Identify trends contributing to customer churn and implement preventive action plans.
Drive customer engagement during key academic milestones, renewal periods, and budget planning cycles.
Cross-Functional Collaboration
Partner with Sales teams to ensure smooth customer handovers and identify expansion opportunities.
Collaborate with Marketing to develop customer success stories, testimonials, and case studies.
Share customer insights and feedback with Product and Academic teams to influence future product improvements.
Present renewal forecasts, retention metrics, customer health reports, and business insights to leadership.
Requirements
1–4 years of experience in Customer Success, Account Management, Renewals, or Sales.
Minimum 1–2 years of experience leading or managing customer-facing teams.
Prior experience in EdTech, SaaS, or Education Services is highly preferred.
Strong understanding of customer retention strategies, renewal management, and revenue growth.
Proven experience managing renewal quotas, retention metrics, NRR, GRR, or customer portfolios.
Excellent coaching, mentoring, and people management skills.
Strong negotiation, stakeholder management, and relationship-building abilities.
Experience using CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, ChurnZero, or similar tools.
Strong analytical skills with the ability to interpret customer data, forecasts, and churn trends.
Excellent verbal and written communication skills with the ability to engage senior stakeholders and institutional decision-makers.
Bachelor's degree is mandatory; MBA is an added advantage.
Pay: ₹400,000.00 - ₹600,000.00 per year
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Application Question(s):
- Are you comfortable with WFO ? (We are located at HSR Layout, sector 2)
- Are you comfortable working 6 days in a week? (Including saturday and sunday)
- Do you have a Laptop ?
- Do you have prior experience in sales ?
- What is your highest revenue generation post sales ?
- Last drawn CTC ?
- Current Location ?
- Are you comfortable working in Night shift ?
Work Location: In person
