Customer Success Manager – STEM Education & K‑12 Engagement Lead at brighthush

About brighthush

At brighthush, we’re on a mission to ignite curiosity, spark innovation, and empower the next generation of scientists, engineers, and creators. Our cutting‑edge STEM learning environments—branded as SmartLab—bring hands‑on, project‑based learning to classrooms across the United States. By blending immersive technology, curriculum‑as‑a‑service, and data‑driven insights, we help schools transform their teaching practices and elevate student outcomes. As a rapidly growing, forward‑thinking EdTech company, we value collaboration, continuous learning, and a deep commitment to student success.

Why Join brighthush?

Working at brighthush means you’ll be part of a vibrant, purpose‑driven team that is reshaping K‑12 education. You’ll partner with educators, district leaders, and cross‑functional teams to ensure every SmartLab delivers measurable impact. If you thrive on building relationships, driving results, and championing STEM across schools, this role offers the perfect blend of strategic influence and hands‑on execution.

Key Responsibilities

Customer Onboarding & Adoption

• Collaborate with Tech Support and Implementation teams to guide schools through post‑sale onboarding, ensuring alignment on goals, milestones, and next steps.
• Maintain clear, proactive communication with school and district stakeholders, demystifying the implementation process and providing real‑time progress visibility.
• Establish a strong, trust‑based relationship early in the partnership, gaining deep insight into each school’s objectives, expectations, and priorities for its SmartLab program.

Relationship & Account Management

• Serve as the primary owner of the customer relationship, building trust across stakeholder groups to strengthen engagement and sustain program continuity.
• Partner with territory Sales representatives through regular account syncs, keeping Sales informed on account health, stakeholder changes, and emerging opportunities for a unified approach.
• Schedule and lead quarterly business reviews (QBRs) and executive business reviews (EBRs), showcasing usage analytics, student outcomes, and ROI to administrators, STEM coordinators, and district leaders.
• Develop a nuanced understanding of each customer’s decision‑maker journey, including goals, priorities, key stakeholders, and evolving needs throughout the partnership.

Retention, Expansion & Advocacy

• Proactively forecast renewal risk using data signals from HubSpot, Salesforce, and customer feedback.
• Identify and qualify expansion opportunities by understanding each school’s evolving needs and growth potential.
• Design and execute customer success and renewal plans that demonstrate the value of brighthush’s integrated STEM ecosystem and support long‑term partnerships.
• Cultivate customer advocates and secure opportunities for references, testimonials, case studies, and participation in brighthush events or professional learning initiatives.

Issue Resolution & Support Escalation

• Own customer concerns and coordinate with Tech Support, Facilitator Success, Product, and other internal teams to drive resolution of customer‑impacting issues.
• Maintain transparent communication loops with customers during escalations, ensuring they feel heard and supported.

Voice of the Customer & Continuous Improvement

• Log qualitative feedback and feature requests in Salesforce and other designated systems.
• Share trend insights with Product and Marketing teams to influence roadmap and messaging.
• Advocate for the needs of brighthush schools and districts while balancing customer priorities with company goals and available resources.

Data Hygiene & Reporting

• Maintain accurate, timely Salesforce records of customer engagements, opportunities, contacts, and key account activities to support effective account management and cross‑functional collaboration.
• Communicate account status, customer risks, renewal progress, and growth opportunities to Customer Experience leadership and relevant internal teams.
• Leverage Monday.com dashboards to track project milestones and communicate status internally.

Essential Qualifications

• Bachelor’s degree or 5+ years of relevant experience in Customer Success, Account Management, or K‑12 EdTech implementation.
• Proven track record with renewals in a subscription/SaaS or curriculum‑as‑a‑service environment.
• Deep familiarity with U.S. K‑12 buying cycles, funding sources, and classroom dynamics.
• Excellent virtual facilitation, presentation, and storytelling skills.
• Strong data orientation—comfortable building reports in Salesforce and interpreting engagement analytics.
• Ability to work independently in a fully remote, distributed team; strong asynchronous communication habits.
• Experience with HubSpot, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook).

Preferred Qualifications

• Prior K‑12 teaching or leadership experience.
• Exposure to STEM or project‑based learning pedagogies.
• Experience preparing for and leading QBRs, EBRs, and other key customer journey milestones.
• Travel up to 15% primarily for on‑site school launches, regional conferences, and company events.

Skills & Competencies

• Strategic thinking and execution with a customer‑centric mindset.
• Exceptional communication and interpersonal skills, able to influence at all levels.
• Analytical mindset with the ability to translate data into actionable insights.
• Project management skills, adept at juggling multiple priorities and stakeholders.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Passion for education and a genuine desire to improve student outcomes.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Success Manager, you’ll have access to:

• Structured mentorship programs with senior leaders in Sales, Product, and Engineering.
• Regular training on the latest EdTech trends, data analytics, and customer success best practices.
• Opportunities to lead cross‑functional initiatives, such as product roadmap sessions or regional expansion projects.
• Clear career pathways to senior Customer Success roles, Customer Experience leadership, or even product management.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, transparency, and continuous improvement. Our remote‑first model empowers you to work from anywhere in the Midwestern United States while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open‑door communication channels with leadership.
• A supportive, inclusive environment that celebrates diverse perspectives and ideas.
• Regular virtual coffee chats, hackathons, and learning circles to keep the community vibrant.

Compensation & Benefits

We offer a competitive salary range of $75,000–$95,000, commensurate with experience and performance. In addition to base pay, you’ll receive:

• Health Care Plan (Medical, Dental, Vision, Ancillary)
• Retirement Plan (401(k) with company match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation & 14 Paid Holidays annually)
• Family Leave (Maternity, Paternity)
• Short‑Term & Long‑Term Disability Options
• Professional development stipend and conference travel support
• Flexible work schedule and remote work flexibility

How to Apply

If you’re ready to make a tangible difference in K‑12 STEM education and thrive in a dynamic, mission‑driven environment, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.