Senior Manager, Customer Success Operations at Brightwheel

Austin, San Francisco, Denver, or Remote (US only)

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Our Mission and Opportunity
Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has 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 $100 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 highly distributed team supporting fully remote employees across every time zone in the US. We also have hubs in Austin, Denver, and San Francisco. 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 an experienced Senior Manager, Customer Success Operations to join the Revenue Operations team. The CSOps Sr. Manager will lead operational strategy for our post-sale teams including Onboarding, Support, and Engagement (retention and expansion). As an analytical, structured problem solver, you will partner with business leaders to identify opportunities for optimization and improvement, and then work with your RevOps counterparts in Analytics and SystemsOperations to solution, deploy, and continuously improve outcomes for our customers. You’re a proven leader and accomplished operational partner to Customer Success teams and/or Sales teams. You’ve led lean, agile teams delivering high impact projects using data and knowledge of systems and tools to empower customer-facing teams to work more efficiently and effectively.

What You’ll Do

    • Lead operational strategy and continuous improvement for our post-sale CS teams
    • Deeply embed yourself in customer-facing teams to become an expert in their current workflows and tooling; use your expertise and experience to identify the greatest opportunities for improvement
    • Design, develop and deliver workflow, reporting, automation, and tech/tooling solutions for customer facing teams to directly impact their effectiveness onboarding, retaining, and growing our customer base
    • Use data to inform our understanding of where to invest our resources; determine the highest impact short term projects, while remaining focused on the longer term scale we aim to achieve
    • Develop the operational roadmap in closer partnership with the Head of Customer Success
    • Build a team that can help you execute both the short and long term vision

Qualifications, Skills, & Abilities

    • 7+ years of operations experience within a high-growth environment with 3+ years of that experience specifically in Sales or CS Operations
    • Experience hiring, leading and growing an operations team
    • Strong analytical skills; demonstrated ability to transform data into actionable insights
    • Metrics-driven and results-oriented
    • Masterful cross-functional collaborator and relationship-builder
    • Outstanding verbal and written communication skills
    • Creative problem solver, skilled at removing obstacles and solutioning around key business problems
    • Combination of strategic thinking and ability to roll up sleeves and get it done
    • Salesforce and CS platform (e.g. Gainsight) experience preferred
Brightwheel offers a competitive compensation package (base salary, equity and benefits) with a strong emphasis on equity-based compensation (ownership in brightwheel). For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In alignment with Colorado's Equal Pay for Equal Work Act, the annual cash compensation for this role in Colorado is targeted at $130-162k. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above. If you are applying from a different location and have questions on the compensation band for your region, please ask your recruiter.

Our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend.

Brightwheel is proud to celebrate diversity and is committed to building an inclusive workplace regardless of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

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Applications are now closed