Customer Account Specialist

Summary

Join Brightwheel's customer success team as a Customer Success Manager and ensure exceptional customer value and long-term retention. You will retain SaaS revenue through consultative engagement and product recommendations, understanding customer goals and translating them into strategic recommendations. Leverage your product knowledge to facilitate customer conversations and ensure optimal experience. Partner with internal teams to resolve escalations and provide customer feedback. You will contact customers to assess engagement, identify problems, drive resolutions, and maintain their commitment to Brightwheel. This role requires a proven track record of exceeding goals, strong work ethic, and exceptional communication skills.

Requirements

• Proven track record of hitting/exceeding challenging goals
• Strong work ethic and determination to succeed
• Highly coachable and enjoys team collaboration
• Naturally curious and resourceful
• Experience in sales, account management or customer success, responsible for retaining customers
• Comfort with a high volume/velocity approach  (e.g., 60-70 calls/day)
• Exceptional skills identifying customer challenges / solutions and overcoming objections through tenacity, patience and endless empathy for our customers
• Excellent communication, organizational, time-management, and prioritization skills
• High level of comfort with ambiguity - this is one of our newest teams and the role and goals will change over time

Responsibilities

• Ensure that all customers continue to get exceptional value from brightwheel and stay customers for a long time
• Retain SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer
• Understand a customer’s goals and priorities, and translate them into strategic recommendations that will drive a high level of customer retention, product adoption and satisfaction
• Leverage your brightwheel product knowledge to facilitate customer conversations  and ensure the customer is getting the most out of their brightwheel experience
• Partner with internal leadership teams to own customer escalations to resolution, and provide regular Voice of Customer feedback
• Call, email and text our current customers to assess their engagement level with brightwheel, identify problems, drive resolutions, and ensure they are committed to staying on brightwheel

Preferred Qualifications

• Salesforce
• Basic excel /sheets
• Startup environment
• Early education
• Fully Bilingual in Spanish

Benefits

• Healthcare Coverage: Medical, dental, and vision benefits typically valued at $15,000+, with brightwheel providing high coverage for both employees and families
• Generous Paid Parental Leave for growing families
• Flexible Paid Time Off (PTO) to recharge and relax
• 401(k) Enrollment to help you plan for the future
• Monthly Wellness & Productivity Stipend to support your well-being
• On-Target Earnings (OTE) are $80,000 in all U.S.-based locations, which includes an annualized base salary of $48,000 (paid hourly) and uncapped variable compensation of $32,000 based on performance. Strong performers have opportunities to unlock base and OTE increases over time
• Equity & Ownership : We believe in empowering our employees as stakeholders in brightwheel’s success. As an equity holder, your financial upside grows alongside the company’s achievements, offering a truly meaningful and compelling long-term opportunity
• Work-Life Flexibility : We are a fully remote company, giving you the flexibility to work from where you thrive. Say goodbye to the commuting hassle and reclaim valuable time for what matters most