Head of Customer Engagement

about 1 month old

Our Mission and Opportunity

Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

Our Team

We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.

We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work.

Who You Are

Brightwheel is seeking a Head of Customer Engagement. You are a seasoned leader who thrives leading customer-facing teams in challenging and fast-paced startup environments. You are excited to take full ownership of our Engagement function with ambitious revenue goals and complex work-streams across upsell, expansion and go-to-market for different customer segments and products. You have experience in SMB sales, engagement or customer-facing operations and know how to balance high-quality customer interactions with a data-driven results focussed approach. You particularly enjoy the data and operational side of growing and leading teams.

What You’ll Do

Own and relentlessly pursue ambitious goals (Net new revenue, upsell conversion and customer value)

Craft and implement a multi-year strategy to realize those goals by investing in people, processes and tools

Effectively lead your team including leading managers (your team will report up to you through multiple layers of leadership) and build a deep bench of high-performing leaders

Maintain a high-performing culture on your team through ownership and accountability - clear goals, rapid tracking of results, solid coaching & feedback, and rapid recognition & rewards

Efficiently scale your team as brightwheel continues to grow

Collaborate with cross-functional teams to understand challenges and create a high-quality customer experience (Sales, Go-to-market, Operations, Enablement, Analytics, Product, Marketing)

Qualifications, Skills, & Abilities

10+ years total experience including 3+ years at startups in an operational role (operations or management consulting experience is a plus)

5+ years of people leadership experience including managing managers and driving results through team performance.

Preference for experience in high-volume sales or customer success at SaaS company covering SMB customers

Track record of delivering ambitious results

Experience using data to drive long-term strategy and short-term prioritization (high level of comfort in Excel/sheets is required)

Demonstrated ability to break through walls and Make-It-Happen in challenging, high-pressure environments

History of coaching, developing and championing internal talent

Comfortable presenting to and collaborating with senior executives

Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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