United States onlyOur 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.
Who You Are
Brightwheel is seeking a Customer Success Training Manager to join the Internal Enablement team. As a seasoned training professional, you thrive on cultivating success within teams. You possess a wealth of experience in training methodologies, honed through years of practice in high-growth tech environments. Your passion lies in setting ambitious goals for your team, guiding them towards excellence, and witnessing tangible improvements in performance metrics. You are adept at identifying training needs through a metrics-driven approach and excel in developing scalable training programs tailored to specific roles. Your managerial prowess is evident in your ability to nurture talent, foster growth, and instill a culture of continuous improvement within your team. You are committed to supporting the effectiveness of customer success teams, ensuring seamless onboarding, engagement, and support for our customers.
What You'll Do
- Establish and expand the Customer Success enablement function, defining clear goals and operational cadences for the team.
- Lead and manage a team of trainers, fostering an environment of collaboration and excellence.
- Design and execute customer-facing team trainings as needed (ICs and/or Managers)
- Drive team growth as necessary to meet evolving training needs and organizational goals.
- Utilize data analysis to track and analyze performance metrics across Customer Success, identifying areas for improvement and opportunities for targeted training interventions.
- Develop a comprehensive roadmap and strategy for Customer Success Enablement, aligning training initiatives with business objectives.
- Harness the power of AI coaching tools and performance monitoring platforms to enhance the effectiveness of training programs for customer-facing teams.
- Collaborate with senior leaders and managers across Customer Success to identify gaps in knowledge or skills and develop tailored training solutions.
- Continuously measure and evaluate the effectiveness of training programs, correlating improvements in output metrics with training initiatives.
Qualifications, Skills, & Abilities
- 3-5 years of experience as a trainer in a high-growth tech environment, with a proven track record of delivering impactful training programs.
- 1-2 years of management experience, preferably in a training or similar capacity, demonstrating proficiency in team leadership and development.
- Expertise in various learning methodologies and approaches, with experience designing programs using an LMS (Learning Management System) a plus.
- Experience with training customer-facing teams with a track record of successful results
- Strong data analysis skills, capable of interpreting performance metrics and leveraging insights to drive training strategies.
- Excellent communication skills, both written and verbal, with the ability to effectively convey complex concepts and ideas.
- Strategic thinker with the ability to develop and execute scalable training programs that align with organizational objectives.
- Proven ability to collaborate cross-functionally and influence stakeholders at various levels of the organization.
- Familiarity with AI coaching tools and performance monitoring platforms is a plus.
- Additional qualifications such as certifications in training methodologies or customer success management are desirable.
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.
CN and US only