Customer Success Program Manager, Brightwheel

• A minimum of 4 years of operations or program management experience in a high-growth environment, consulting, or business operations. Prior exposure to customer-facing teams and SaaS experience a plus
• Strong analytical and reporting skills, with a demonstrated ability to transform data into actionable insights
• Exceptional stakeholder and project management skills, effectively influencing and managing expectations with Senior Management and cross-functional teams
• A creative problem solver, adept at removing obstacles and finding solutions to key business challenges
• Metrics-driven and results-oriented, constantly striving to exceed targets and deliver exceptional customer experiences
• Outstanding verbal and written communication skills, with the ability to influence business decisions
• A combination of strategic thinking and a hands-on approach, capable of navigating complex challenges while achieving goals
• Proficient in Microsoft Excel/Google Sheets, Salesforce, and data visualization tools (e.g., Tableau) - experience preferred

• Brightwheel is seeking an experienced Customer Success Program Manager to join the growing Customer Success Operations team. The CS Program Manager will design, plan, and execute critical initiatives for our post-sale teams including Onboarding, Support, and Engagement (retention and expansion). You are a strategic thinker who loves to partner with business leaders to put tactics into action to improve outcomes for customers
• As an analytical, structured problem solver, you love to connect the dots when looking at the big picture as well as roll up your sleeves to get into the details as you dig deep to unearth root causes. You are an expert at synthesizing complex information into digestible insights and formulating solutions. You thrive on finding that perfect intersection of efficiency and efficacy as you design. You are a clear written and verbal communicator who can influence business decisions and deliver results
• Program manage initiatives from end-to-end by collaborating closely with Customer Success Leadership as well as stakeholders across Analytics, Marketing, Sales, Product, Systems Operations, and Business Operations
• Deeply embed yourself in customer-facing teams to become an expert in their current workflows, tooling, automation, and data collection
• Synthesize quantitative and qualitative data to unearth root causes from which you will identify and lead critical operational projects for our post-sale CS teams to achieve excellent outcomes
• Design, develop and deliver workflow, SOPs, reporting, automation, and tech/tooling solutions for customer facing teams directly impacting their effectiveness onboarding, retaining, and growing our customer base
• Use data to make informed resource allocation decisions, determining high-impact short-term projects while continuing to keep sight of and progress toward our longer-term objectives

• Work from home opportunities

Total funding: $88.8m

Childcare and teaching is a profession fraught with pressures and paperwork and yet it remains relatively ill attended to by advances in tech and software. Brightwheel want to revolutionize this, focusing on facilitating the administrative and communicative relationship between schools, carers and parents or guardians.