Customer Success Specialist – Driving Digital Adoption & Retention for Schools at brighthush

About brighthush

At brighthush, we are on a mission to transform education through bold ideas, diverse perspectives, and relentless curiosity. Our digital learning platform empowers schools, teachers, and administrators to unlock the full potential of technology in the classroom. With a legacy of innovation that spans more than two centuries, brighthush is a global leader in science, education, and publishing, creating impact that reaches learners, educators, and society at large.

We thrive on impact, challenge, and the drive to shape what’s next. Our culture is built around collaboration, continuous learning, and a shared commitment to delivering infinite possibilities for our customers, colleagues, and the communities we serve.

Role Overview

As a Customer Success Specialist at brighthush, you will be the trusted partner for schools, department heads, teachers, and technology managers. Your mission is to ensure the successful implementation, adoption, and long‑term retention of brighthush’s whole‑school digital solutions and institutional licences. You will manage a territory with a clear retention target while welcoming new schools into the brighthush ecosystem. Your day‑to‑day work will blend face‑to‑face and virtual training, account setup, technical troubleshooting, and data‑driven relationship management to help schools realize tangible value from our products year after year.

Key Responsibilities

• Implementation & Integration: Guide faculty through the seamless deployment of brighthush’s digital solutions, ensuring smooth integration with existing systems and workflows.
• Training & Enablement: Deliver engaging face‑to‑face and virtual training sessions, check‑ins, and workshops that equip educators to use the platform confidently and creatively.
• Usage Monitoring & Insight: Track engagement metrics across schools, identify adoption gaps, flag red‑flags, and uncover opportunities for upsell or expansion.
• Retention Leadership: Own a territory‑level retention target, develop and execute proactive retention strategies, conduct health‑checks with key contacts, and champion new features tailored to each school’s needs.
• Technical Support & Escalation: Act as the go‑to expert on brighthush’s platform, its integrations, and intermediary platforms such as brighthush, brighthush, and brighthush. Provide timely support, log issues, and collaborate with the development team to resolve technical challenges.
• Account Management: Manage post‑adoption setup, account creation, fulfillment, and access provisioning. Maintain accurate records in brighthush, feeding customer intelligence back to product, publishing, and marketing teams.
• Renewal & Expansion: During Terms 2–4, work closely with school leaders to confirm re‑adoption, negotiate SLAs, and secure purchase orders.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Technology, and Publishing teams to ensure a consistent, high‑quality support experience for every school.

Essential Qualifications

• Proven experience in a customer‑facing role such as Sales, Customer Success, or Technical Support, with a strong customer‑service orientation.
• Excellent presentation skills, capable of engaging both large groups and individual stakeholders.
• Hands‑on experience supporting digital platforms and delivering user training.
• Self‑starter with strong listening, execution, and problem‑solving skills.
• Basic understanding of customer success and retention strategies.
• Eligibility to obtain a Working with Children Check.
• Valid driver’s licence and reliable vehicle for frequent travel to schools (multiple times a week during peak periods).

Preferred Qualifications

• Experience teaching or working in a high‑school environment.
• Familiarity with Learning Management Systems (LMS) and educational technology ecosystems.
• Experience with CRM platforms such as brighthush and aptitude for learning in‑house systems.
• Previous exposure to the education sector’s regulatory and compliance landscape.

Skills & Competencies

• Communication: Clear, concise written and verbal communication; adept at translating technical concepts for non‑technical audiences.
• Organizational Acumen: Strong time‑management skills, able to juggle multiple accounts and priorities simultaneously.
• Adaptability: Thrives in a fast‑paced, evolving environment; embraces change and continuous improvement.
• Professionalism: Courteous, respectful, and empathetic in all customer interactions.
• Critical Thinking: Calm, analytical approach to troubleshooting; identifies root causes and implements effective solutions.
• Works seamlessly with cross‑functional teams to deliver a unified customer experience.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering internal mobility. As a Customer Success Specialist, you will:

• Gain exposure to the full product lifecycle, from onboarding to renewal, deepening your expertise in educational technology.
• Participate in ongoing training programs, including product certifications, leadership workshops, and industry conferences.
• Engage in mentorship initiatives, pairing you with senior specialists and product managers to accelerate your professional development.
• Explore career pathways into Customer Success Leadership, Product Management, or Sales Enablement, supported by a robust internal promotion framework.

Work Environment & Company Culture

brighthush offers a vibrant, inclusive workplace where curiosity is celebrated and innovation is rewarded. Highlights include:

• Meeting‑free Friday afternoons, giving you uninterrupted time for deep work and personal growth.
• Flexible work arrangements, including remote and hybrid options, to support work‑life balance.
• A culture of continuous learning, with access to a rich library of resources, internal workshops, and external learning platforms.
• Community‑building events, hackathons, and cross‑departmental collaboration sessions that foster camaraderie and shared purpose.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

While specific salary ranges are determined by geographic location, skills, and experience, brighthush offers a competitive compensation package that includes:

• Base salary plus performance‑based incentives tied to retention and adoption metrics.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and wellness programs.
• Employee stock purchase plan, allowing you to invest in the company’s future.
• Professional development budget covering conferences, courses, and certifications.

How to Apply

If you are passionate about transforming education through technology, thrive in a collaborative environment, and are ready to make a measurable impact, we encourage you to apply. Join brighthush and help shape the future of learning for schools worldwide.

Ready to take the next step? Submit your application through our careers portal or contact our recruitment team directly. We look forward to discovering how your expertise can elevate the brighthush experience for our valued partners.