Seasoned Senior Customer Success Leader – Higher Education & SaaS Growth Strategist – Champion Adoption, Retention, and Expansion at brighthush

About brighthush

brighthush is a trailblazing, cloud‑based education technology firm that is redefining how learners, educators, and institutions connect, collaborate, and achieve. With a clear mission to unlock human potential through personalized, data‑driven learning experiences, we empower schools, universities, and corporate training programs to deliver higher engagement, retention, and measurable outcomes. Our platform fuses cutting‑edge AI, advanced analytics, and intuitive design to create a seamless ecosystem where educators, learners, and administrators can thrive together.

We are at the forefront of the largest transformation in education history, and our impact is felt across North America and beyond. At brighthush, we believe that technology should be an enabler, not a barrier, and we are committed to building solutions that are easy to adopt, flexible to scale, and smart enough to evolve with the needs of our customers.

Why This Role Matters

Customer success is the heartbeat of brighthush. The achievements of our customers directly translate into our own success. In this role, you will shape the experience of thousands of learners and educators, influence product adoption, and help institutions realize their educational goals. Your leadership will create a ripple effect that enhances brand loyalty, drives revenue growth, and positions brighthush as the go‑to partner for transformative learning solutions.

Key Responsibilities

• Strategic Leadership – Define and execute a customer success strategy that aligns with brighthush’s growth objectives, focusing on adoption, retention, and expansion.
• Team Management – Hire, coach, and develop a diverse team of Customer Success Specialists, fostering a culture of high performance, collaboration, and continuous learning.
• OKR Ownership – Set clear Objectives and Key Results (OKRs) for the team, track progress, and adjust tactics to meet or exceed targets.
• Risk & Retention Management – Identify potential churn risks early, develop mitigation plans, and implement proactive engagement initiatives.
• Account Planning & Documentation – Ensure rigorous account planning, maintain detailed engagement records, and share insights with cross‑functional stakeholders.
• Executive Relationship Building – Cultivate and maintain relationships with C‑suite executives and key decision makers at partner institutions.
• Revenue Growth Enablement – Collaborate with Account Management to uncover upsell and cross‑sell opportunities, contributing to overall revenue targets.
• Customer Advocacy & Community Building – Champion customer advocacy programs, gather testimonials, and nurture a community of brand ambassadors.
• Process & Tool Optimization – Continuously refine customer success processes, adopt new tools, and share best practices across the organization.
• Professional Development – Lead knowledge‑sharing sessions, mentor team members, and support career growth pathways.

Essential Qualifications

• Minimum 5 years of experience in Customer Success or a related role within SaaS or educational technology.
• Proven track record of leading and scaling high‑performing teams while maintaining hands‑on involvement in customer engagements.
• Deep understanding of higher education ecosystems, including institutional buying cycles, stakeholder dynamics, and learning analytics.
• Experience designing and executing adoption, retention, and expansion programs that drive measurable outcomes.
• Exceptional communication skills – able to articulate complex concepts to technical and non‑technical audiences, including C‑suite executives.
• Strong analytical mindset with the ability to interpret data, identify trends, and translate insights into actionable strategies.
• Demonstrated ability to thrive in a fast‑paced, growth‑oriented environment, adapting quickly to shifting priorities.

Preferred Qualifications

• Experience in a growth‑oriented SaaS company with a focus on higher education.
• Background in instructional design, learning analytics, or educational research.
• Advanced degree (MEd, MBA, or equivalent) or relevant certifications in customer success or project management.
• Proficiency with customer success platforms (e.g., brighthush) and CRM systems (e.g., brighthush).
• Track record of building and scaling customer advocacy or community programs.

Skills & Competencies

• Leadership & Coaching – Inspire teams, provide constructive feedback, and create a culture of ownership.
• Strategic Thinking – Translate business goals into actionable plans and measurable outcomes.
• Customer‑Centric Mindset – Deep empathy for customers, always prioritizing their success and satisfaction.
• Data‑Driven Decision Making – Leverage analytics to guide strategy, identify risks, and measure impact.
• Collaboration & Influence – Work effectively across product, sales, marketing, and operations to align on shared objectives.
• Adaptability & Resilience – Navigate ambiguity, manage competing priorities, and maintain composure under pressure.
• Communication Excellence – Articulate vision, influence stakeholders, and present complex data in a clear, compelling manner.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As Senior Customer Success Leader, you will:

• Participate in leadership development programs that sharpen strategic thinking and executive presence.
• Access a curated library of courses, certifications, and workshops focused on SaaS, education technology, and customer success best practices.
• Engage in cross‑functional projects that broaden your skill set and expose you to new business areas.
• Receive mentorship from senior leaders who are passionate about nurturing talent and fostering innovation.
• Be considered for future roles in Customer Success Leadership, Product Management, or Strategic Partnerships.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our culture encourages:

• Open communication and a flat hierarchy that empowers every voice.
• Flexibility in work arrangements, including remote and hybrid options.
• A focus on work‑life balance, with generous paid time off and volunteer days.
• Inclusive hiring practices that celebrate diversity in all its forms.
• Regular team‑building events, hackathons, and learning sessions that spark creativity.

Compensation & Benefits

We offer a competitive total compensation package that reflects your experience, skills, and the value you bring to brighthush:

• Base Salary – $90,000—$127,500 CAD, commensurate with experience and market benchmarks.
• Variable Incentives – Performance‑based bonuses tied to team and company goals.
• Equity Grants – Opportunity to own a piece of brighthush’s future.
• Wellness Subsidy – Coverage for gym memberships, mental health services, and wellness apps.
• Tuition Reimbursement – Up to $4,000 CAD for continuing education through our Learning Hub.
• Paid Volunteer Days – 2 days per year to support community initiatives.
• Home Internet Reimbursement – Support for remote work setups.
• Retirement Planning – Comprehensive retirement savings plan with employer match.
• Employee Recognition Programs – Celebrating milestones, achievements, and contributions.
• Dog‑Friendly Offices – Bring your furry friend to our Kitchener, Winnipeg, Vancouver, and Melbourne locations.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping the future of learning. You’ll work alongside passionate educators, data scientists, and product innovators who are committed to making education more accessible, engaging, and effective. Your impact will be felt across campuses, corporate training centers, and lifelong learning communities worldwide.

How to Apply

We encourage you to apply even if you don’t meet every single requirement. At brighthush, we value growth potential, cultural fit, and a passion for learning. If you are excited to lead a team that transforms education, we’d love to hear from you.

Ready to join a company that is shaping the future of learning? Click the link below to submit your application and start your journey with brighthush.