BrightCHAMPS
Website:
brightchamps.com
Job details:
Role: Team Lead – Customer Success & Renewals
Location: Bengaluru | HSR Layout
About the Role - We are looking for a Team Lead – Customer Success & Renewals to own the post-sale customer journey for our EdTech platform, balancing two connected priorities: driving learner/institutional outcomes through proactive customer success, and protecting and growing recurring revenue through renewals and account expansion. This is a hybrid leadership role for someone who can coach a team on relationship management and hold them accountable to renewal targets, upsell pipelines, and churn reduction — all while keeping the student/educator experience at the center. You will lead a team of Customer Success/Renewal Managers, set the operating rhythm for retention and growth, and act as the bridge between Sales, Product, and Support to ensure customers (schools, institutions, parents, or individual learners, depending on segment) renew, expand, and advocate for the platform. Key Responsibilities Team Leadership & Coaching
● Lead, mentor, and manage a team of 5–10 Customer Success/Renewal Managers handling a portfolio of EdTech accounts (B2B institutional or B2C, depending on business model).
● Set individual and team targets for renewal rate, net revenue retention (NRR), gross revenue retention (GRR), upsell/cross-sell, and customer health scores.
● Conduct regular 1:1s, pipeline reviews, and call/QBR shadowing to coach negotiation, objection handling, and consultative renewal conversations.
● Build a culture that blends empathetic customer advocacy with commercial discipline. Renewals & Commercial Ownership
● Own the end-to-end renewal cycle: forecasting, risk flagging, negotiation, contract renewal, and closure within the team's book of business.
● Drive renewal forecasting accuracy and maintain a rolling view of at-risk accounts, working with the team to build save plans.
● Identify and execute upsell/cross-sell opportunities (add-on courses, seats, premium features, additional grade levels/subjects) in partnership with Sales.
● Negotiate pricing, terms, and multi-year contracts within approved guardrails; escalate complex deals appropriately. Customer Success & Retention
● Ensure the team drives adoption and engagement of the platform among students, teachers, or institutional admins — since usage is the leading indicator of renewal.
● Own customer health scoring and lifecycle playbooks (onboarding → adoption → renewal → expansion) tailored to academic calendars and school/institutional buying cycles.
● Partner with Support and Product to resolve escalations, relay customer feedback, and influence roadmap priorities based on retention risk themes.
● Drive proactive outreach around key EdTech moments (start/end of academic year, exam cycles, budget planning windows) to reduce reactive churn. Cross-Functional Collaboration
● Work closely with Sales on account handoffs, expansion motions, and pricing strategy.
● Partner with Marketing on case studies, testimonials, and reference customers sourced from the renewals book.
● Provide structured feedback loops to Product and Academic/Content teams on curriculum fit, feature gaps, and usage data.
● Report renewal/retention metrics, forecasts, and risk summaries to leadership on a regular cadence. Requirements
● 4–7 years of experience in Customer Success, Account Management, or Renewals/Sales roles, with at least 1–2 years in a team lead or supervisory capacity.
● Prior experience in EdTech, SaaS, or education services strongly preferred; understanding of academic calendars, institutional procurement cycles, or B2C parent/learner buying behavior is a plus.
● Demonstrated track record of owning renewal targets, NRR/GRR, or quota-carrying retention numbers.
● Strong coaching ability — comfortable doing live call reviews, roleplays, and pipeline deep-dives with reps.
● Excellent negotiation and commercial acumen, balanced with genuine customer empathy.
● Data-driven approach to health scoring, forecasting, and churn analysis (comfort with CRM/CS tools like Salesforce, HubSpot, Gainsight, ChurnZero, or similar).
● Excellent verbal and written communication skills; ability to present to senior stakeholders and institutional decision-makers (principals, procurement heads, parents).
● Bachelor's degree required; MBA or equivalent experience a plus.
Shift timing - 5 PM to 3 AM
Working Days - include Saturday and Sunday, with one rotational day off per week.
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