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 quick 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: ₹500,000.00 - ₹550,000.00 per year

Ability to commute/relocate:

- HSR Layout Sector 2, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

- Are you comfortable working in UK Shift (5 pm to 2 am) ?
- Do you have a personal laptop for official use?
- Are you comfortable to work in onsite setting(HSR Layout, Bangalore)?
- Are you comfortable working 6 days in a week including Saturday & Sunday (week off will be rotational) ?
- Will you be able to join immediately?
- What is your Current Fixed CTC?
- We have a budget of 5.5 LPA for this role, based on the interview. Are you comfortable with that?

Location:

- HSR Layout Sector 2, Bengaluru, Karnataka (Preferred)

Work Location: In person

📌 Customer Success Lead (India)
🏢 BrightChamps
📍 India