Digital Customer Success Manager – Driving Engagement, Retention, and Growth for UK Schools & Districts at brighthush

Introduction

At brighthush, we’re on a mission to transform primary education by delivering joyful, connected learning experiences that empower every student to thrive. With a global community of over 25 million educators, students, and families, our award‑winning platform and digital curriculum products enable teachers to create interactive lessons, maintain digital portfolios, and foster two‑way communication that keeps everyone in the learning loop. We’re looking for a passionate, results‑driven Digital Customer Success Manager to join our UK team and help schools, Multi‑Academy Trusts, and districts unlock the full value of our solutions.

Role Overview

As a Digital Customer Success Manager at brighthush, you will be the trusted advisor for a high‑volume portfolio of educational institutions across the United Kingdom. Your primary focus will be to nurture relationships, drive renewals, identify expansion opportunities, and champion product adoption. This role is perfect for early‑career professionals who are eager to build expertise in customer engagement, retention, and growth within the dynamic EdTech landscape.

Key Responsibilities

Customer Engagement, Retention & Growth

• Manage a diverse portfolio of schools, Multi‑Academy Trusts, and district accounts through proactive outreach via email, phone, and virtual meetings.
• Build and maintain strong relationships with key decision‑makers, understanding their strategic goals and aligning brighthush solutions to their priorities.
• Own the renewal process, consistently meeting quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
• Identify renewal risks, budget constraints, and expansion opportunities early, and take decisive action to mitigate risks and capitalize on growth.
• Drive product adoption by setting clear goals, creating implementation roadmaps, and sharing best‑practice resources that help schools realize measurable impact.

Product & Operational Excellence

• Develop deep knowledge of the brighthush platform, curriculum offerings, AI features, and professional learning programs.
• Maintain accurate customer records, renewal opportunities, and task lists in Salesforce, Planhat, Front, and other CRM tools.
• Prioritize daily work based on customer needs, renewal timelines, risk, and revenue potential, ensuring high‑quality service delivery.
• Respond to customer inquiries within established SLAs, maintaining timely communication and consistent follow‑through.
• Adhere to established workflows while exercising sound judgment, proactively identifying blockers, and escalating issues when necessary.

Collaboration & Continuous Improvement

• Partner with your manager and cross‑functional teams (Product, Sales, Support, and Professional Learning) to deliver a seamless customer experience.
• Communicate proactively with teammates, providing timely updates on requests, commitments, and blockers.
• Seek and apply feedback to refine customer conversations, prioritization, and execution.
• Support shared team goals through collaborative coverage, knowledge sharing, and problem‑solving.
• Contribute ideas and recommendations that enhance customer experiences and improve team processes.

Essential Qualifications

• 1–2 years of experience in Customer Success, Account Management, Sales, or another customer‑facing role; EdTech or SaaS experience is a strong plus.
• Proven ability to engage customers through email, phone, and virtual meetings.
• Familiarity with the UK education landscape or experience working with UK schools is highly desirable.
• Experience using Salesforce, Planhat, Front, Gainsight, or similar CRM and customer‑success tools.

Preferred Qualifications

• Background in educational technology or a passion for improving learning outcomes.
• Experience managing high‑volume customer portfolios and driving renewal success.
• Knowledge of AI‑powered educational tools and how they can enhance classroom engagement.
• Strong analytical skills to interpret usage data and translate insights into actionable recommendations.

Skills & Key Competencies

• Communication: Exceptional written and verbal communication skills, with the ability to build rapport and lead effective customer conversations.
• Organization: Highly organized, detail‑oriented, and adept at prioritizing competing demands in a fast‑paced environment.
• Ownership: Proactive, dependable, and comfortable taking ownership of tasks and commitments through completion.
• Solutions‑Oriented: Curious, resourceful, and eager to ask questions, learn quickly, and take initiative.
• Growth Mindset: Receptive to feedback and motivated to continually improve both personally and professionally.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Digital Customer Success Manager, you will:

• Progress to senior Customer Success roles, such as Senior Manager or Director, by demonstrating leadership and driving measurable impact.
• Participate in ongoing training programs covering product knowledge, customer‑success methodologies, and leadership development.
• Engage with industry conferences, webinars, and professional communities to stay ahead of EdTech trends.
• Collaborate with product teams to influence roadmap decisions based on real‑world customer feedback.

Work Environment & Company Culture

Our culture at brighthush is built on collaboration, innovation, and a shared commitment to educational excellence. You’ll experience:

• A remote‑first environment that supports flexible work hours and a healthy work‑life balance.
• Regular virtual team gatherings, knowledge‑sharing sessions, and cross‑functional hackathons.
• A transparent, data‑driven decision‑making process that empowers employees to contribute ideas.
• A supportive community that celebrates successes and learns from challenges together.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to renewal and expansion metrics.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Generous paid time off, parental leave, and a flexible vacation policy.
• Professional development stipend and access to a wide range of learning resources.
• Employee stock‑option plan to share in the company’s long‑term success.

How to Apply

If you’re ready to make a tangible impact on the future of primary education and thrive in a fast‑moving, customer‑centric environment, we’d love to hear from you. Submit your application through our careers portal, and let’s explore how you can contribute to the brighthush mission.

Conclusion

Join brighthush as a Digital Customer Success Manager and become a catalyst for transformative learning experiences across the UK. Your expertise will help schools unlock the full potential of our platform, drive student success, and shape the future of EdTech. If you’re passionate about education, customer advocacy, and continuous growth, apply today and start your journey with a company that values innovation, collaboration, and impact.