Customer Account Specialist

Our Mission and Opportunity

Early education is one of the most important determinants of childhood outcomes, a critical support for working families, and a $175B market that remains underserved by modern technology. Brightwheel is the largest, fastest growing, and most loved platform in early ed, trusted by millions of educators and families every day. We are a three-time Cloud 100 company, backed by top investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Notable Capital, and Mark Cuban.

Our Team

Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally.

Who you are

You are a customer-focused person who thrives in a constantly evolving startup environment where our goals, roles and incredible opportunities evolve every day. You are excited to call into current brightwheel customers, retaining SaaS revenue and comfortable being responsible for these ambitious goals. You can’t wait to be assigned the portfolio of customers that you will be responsible for and are eager to find out what makes them tick, help them solve problems, and get the most out of brightwheel. You are excited about joining a team that is competitive, collaborative and spending all day on phone calls with our customers. You are curious, a go-getter and passionate about improving the world through education and technology.

What you’ll do

Ensure customers continue to get exceptional value from brightwheel and remain loyal, long-term customers

Retain revenue through consultative engagement, digging into each customer’s needs and recommending the right products and solutions

Understand every customer’s goals and priorities, and translate them into strategic recommendations that drives retention, product adoption and overall satisfaction

Leverage your brightwheel product knowledge to lead meaningful customer conversations and help customers maximize their brightwheel experience

Partner with internal leadership teams to resolve customer escalations and deliver timely and effective Voice of Customer feedback

Call, email and text our current customers to assess brightwheel engagement, identify challenges, drive resolutions, and secure their commitment to staying on brightwheel

Test and pilot new outreach tactics to boost retention and increase the value customers get from brightwheel

Qualifications, Skills, & Abilities:

Proven track record of hitting/exceeding challenging goals

Strong work ethic, determination to succeed, and a team-first mindset

Highly coachable, eager to learn, and energized by collaboration

Naturally curious, resourceful, and proactive in solving problems

Experience in sales, account management or customer success, with a focus on customer retention

Comfortable operating in a high volume environment (e.g., 60-70 calls/day)

Exceptional ability to identify customer challenges, recommend solutions, and overcome objections with tenacity, patience and deep empathy

Excellent communication, organizational, time-management, and prioritization skills

High tolerance for ambiguity - this is one of our newest teams and the role and goals will change over time

Preferred Experience: Salesforce, basic excel /sheets, startup environment, early education, fully Bilingual in Spanish

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.

Protecting Our Applicants: Please be aware of recruiting scams impersonating Brightwheel. All legitimate communications come from @mybrightwheel.com addresses, and we never ask for payment or sensitive personal data as part of our hiring process. If you suspect fraudulent contact, reach out to security@mybrightwheel.com. Thank you for helping us keep our applicant community safe.