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Director of Customer Success At brightwheel

Location

Denver, Colorado

Salary Range

$115K - 145K USD per year

Job Description

We re building the first mobile platform for early education with the largest network of schools and providers across the globe. Based in San Francisco & Denver, our team is passionate, talented, and customer-focused. We feel fortunate to be able to build a platform that has a measurable impact on the daily lives of teachers, parents, and kids.

Brightwheel is seeking an experienced leader to manage the Customer Success team. This role reports to the Head of Sales & Services and includes the full customer experience: Onboarding new schools, making sure they are successful with our products, keeping them happy and helping them adopt new features as they are released. This role will manage a large team and will work closely with Sales, Support, Marketing, and Product Development to improve the brightwheel customer experience for both our educators and parents across the country.

If interested, please apply through this link: https://jobs.lever.co/mybrightwheel/f11b9162-b910-4e02-ba37-3a267a652b09?lever-origin=applied&lever-source%5B%5D=AngelList

Responsibilities:
Build, lead, and scale the customer success function (including onboarding, activation, and retention)
Define and track customer success KPIs and goals; analyze relevant data to improve processes, drive innovation, and inform decisions
Scale our existing operations to serve a growing global audience
Refine the customer experience to reflect our mission and values
Develop and grow brightwheel's customer community
Manage and grow the Customer Success team. Your team serves on the front line and is critical to delivering an amazing customer experience, as well as providing important feedback to improve our product and service. We ll look to you to inspire and unify people around a vision; act as a technical expert while empowering people to act with autonomy; coach team members to develop themselves personally and professionally.
Work with cross-functional teams to create a feedback loop for customer insights and drive business KPIs like conversion, engagement, and retention

Qualifications, Skills, & Abilities:
Bachelor's degree, 8+ years experience (3+ years managing teams of significant size)
Experience building and scaling a customer success org => ideally in support of SMB SaaS products
A customer-first mentality
An ability to influence across peers and drive cross-functional efforts
An ability to lead with passion, empathy, integrity, and transparency
An ability to either directly identify with our customer profile (teachers, administrators, and parents) or quickly understand and translate customer profiles from other industries to early education
Active listening, speaking, and writing skills
Critical thinking and judgment skills with respect to people and priorities
Patience, drive, and appetite for early stage benefits and challenges, invested in solving both high- and low-level problems

Apply directly through this link today! https://jobs.lever.co/mybrightwheel/f11b9162-b910-4e02-ba37-3a267a652b09?lever-origin=applied&lever-source%5B%5D=AngelList

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