Location: Bengaluru (HSR Layout)
Work Mode: Work From Office

About the Role

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.
- Solid 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: Up to ₹600,000.00 per year

Benefits:

- Health insurance
- Paid sick time
- Provident Fund

Application Question(s):

- Are you based in Bangalore?
- How many years of experience you have in this particular field?
- Are you comfortable in International shift ( 4pm to 1am/ 10pm to 7am)
- Do you have your own laptop?
- Its a onsite job ( HSR Layout, Bangalore). Are you comfortable on that?
- How would you rate yourself in terms of speaking English out of 5?

Work Location: In person

📌 Team Lead – Customer Success & Renewals (India)
🏢 BrightChamps
📍 India