Customer Success Manager

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.

Key responsibilities and metrics include:

⭐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.

⭐Onboarding and Implementation: Assist Tutors/Students/Parents during the

onboarding process, ensuring a smooth and successful implementation of our

product or service

⭐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

⭐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

⭐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

⭐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

⭐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

What will make you fit for the role

Pre-requisites:

⭐Experience of 3+yrs of 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

Whats in store for you?

👉Experience of blitz scaling a startup

👉Meritocratic environment to work, where your rewards are directly proportionate

to your achievements. Practically no limit. Superlative rewards/growth for superlative

outcomes

👉Opportunity to work with some of the best talented and growth oriented folks

committed to building the best EdTech company globally

Location : Bengaluru HSR Layout 2nd Sector

Our culture code : What we believe in…

1️⃣Bias for Action : We reward people who bring unfair advantage to the

organisation, driving outcomes through quick execution

2️⃣Outcome Driven : We measure success based on the outcome rather than the

output! We believe in meritocratic philosophy, where growth is proportional to the

impact of your outcome

3️⃣Thinking Big : Our vision is to make the best EdTech company globally by

reimagining the way children learn across the globe. And, that calls for audacious

folks, who don’t just survive, but thrive… taking bold bets

4️⃣PPP : Our priorities - People, Product and Profit, in order of importance