Customer Account Specialist - job 1 of 2

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 high quality early education for every child. We pursue this by directly supporting teachers in the classroom, engaging parents in the development of their kids, and enabling the small businesses that make up the backbone of the $175 billion early education industry. Brightwheel is the most loved technology brand in early education, trusted by tens of thousands of providers and millions of educators and families.

Our Team

Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a fully remote team with employees across every time zone in the US. Our exceptional investor group includes Addition, Bessemer, Emerson Collective, Lowercase Capital, Mark Cuban Notable Capital, and others.

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 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

Qualifications, Skills, & Abilities:

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

$80,000 - $90,000 a year

At brightwheel, we believe in rewarding strong performance and ensuring our team members thrive both professionally and personally. Our compensation package is designed to recognize team members who make it happen, delivering value for our customers and achieving extraordinary results.

Competitive Earnings & Uncapped Potential:

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.

Premium Benefits & Wellness Support:

We want our team members and their families to thrive. We support this through:

--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

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.

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.