What is BrightChamps?

A global live-learning edtech platform for kids from 6 to 16 years to learn next-gen life skills such as Coding, Financial Literacy, Communication Skills and Robotics. BrightCHAMPS is currently valued at $650 million with a $63 million investment, and services 30+ countries (India, Indonesia, US, UAE, Vietnam, and many other countries across SEA and MENA) in 12+ languages across its 4 verticals.

Funding: 63 Mn $

Focus Area : K-12

Market : Global (already made a mark in ~25 countries)

Life skills : Technology foundation, Financial literacy, Robotics, Effective communication, Crypto etc

What is this role about?

As a Customer Success Lead, your role is to ensure the success and satisfaction of our customers (Tutors/Students/Parents). You will be responsible for building and maintaining strong relationships with customers, understanding their needs and goals, and helping them achieve success with our Service/Product.

Here are some key responsibilities and tasks typically associated with the role of a Customer Success Lead:

1. Customer Relationship Management : Build and maintain positive relationships with key Tutors/Students/Parents, acting as their primary point of contact. Understand their business objectives, challenges, and needs to provide appropriate solutions and support.

2. Onboarding and Implementation : Assist Tutors/Students/Parents during the onboarding process, ensuring a smooth and successful implementation of our product or service.

3. Proactive Customer Engagement : Anticipate and address Students/Parents/Tutors needs, questions, and concerns. Provide proactive engagement and guidance to ensure customers derive maximum value from your product or service.

4. Upselling , Referrals & Cross-selling : Identify opportunities to expand the relationship with Tutors/Students/Parents by upselling additional products, features, or services that align with their needs and objectives.

5. Customer Feedback and Advocacy: Gather Tutor/Student/Parents feedback, identify trends, and share insights with internal teams to drive product improvements and enhancements. Leverage satisfied Tutor/Student/Parents feedback as references and advocates for BrightChamps

6. Renewals and Churn Prevention : Work closely with Tutor/Student/Parents feedback to ensure high renewal rates and prevent churn. Monitor Tutor/Student/Parents feedback health and take proactive measures to address any risks or issues that may impact customer satisfaction and retention.

7. Team Leadership : Provide strong leadership by setting clear expectations, goals, and priorities for the team. Foster a positive and collaborative team culture that encourages continuous learning, growth, and accountability.

8. Hiring and Onboarding : Participate in the recruitment and selection process for new CSMs. Ensure a thorough onboarding process for new team members, including training on product knowledge, customer success methodologies, and internal processes.

9. Goal Setting and Performance Management : Set performance goals and targets for individual CSMs that align with overall team objectives. Regularly assess performance, provide feedback, and support professional development opportunities for team members.

Location : Bengaluru

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