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Head of Customer Accounts

Brightwheel

Brightwheel

Customer Service
United States
Posted on Saturday, May 18, 2024
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. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day.
Who You Are
Brightwheel is seeking a Head of Customer Accounts. You are passionate about the customer experience. You are up for the challenge of owning a customer retention quota. You are a seasoned leader and are excited to take on one of our newer teams with a steep path ahead of you to build the team’s culture and improve and expand the team’s efforts in order to effectively deliver value to our customers. You are excited to collaborate with leaders across the business to ensure the entire customer journey is cohesive and strong. You thrive in fast-paced startup environments with very high performance expectations.

What You'll Do

  • Set and achieve ambitious customer retention and growth goals
  • Develop and implement a multi-year strategy to maximize customer retention by focusing on delivering value for customers
  • Gain buy-in and drive action from upstream cross-functional partners -- Product, Sales, Onboarding, Support, Growth
  • Lead the full Accounts team, including building out additional proactive and reactive retention motions and expanding the team to serve additional customer segments
  • Build and maintain a high-performing culture on your team - clear goals, rapid tracking of results, solid coaching & feedback, rapid recognition & rewards
  • Build a deep bench of high-performing leaders on the Accounts team

Qualifications, Skills, & Abilities

  • 10+ years in Customer Success, Sales or Ops in a startup environment
  • 5+ years leading a customer-facing team including managing managers
  • Experience in vertical SaaS, SMB customers, or high-volume environments
  • Track record of leading teams that regularly exceeded quota
  • Experience scaling teams - growing headcount, improving results / efficiency, expanding scope (including building from 0 to 1)
  • Excellence in problem-solving in ambiguous situations and first-principles thinking
  • Demonstrated excellence in all 8 brightwheel Leadership Principles
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.