Senior Customer Success Lead & Digital Product Champion – Driving Global Education & Enterprise Innovation, Process Optimization, and Customer Experience Excellence in a Cloud‑Native SaaS Platform at brighthush

About brighthush

In an era where learning transcends traditional classrooms and corporate training evolves into immersive digital ecosystems, brighthush is leading the charge. Our cloud‑native SaaS platform captures real‑time presence, automates routine workflows, and surfaces actionable insights—all from a single, intuitive dashboard. This empowers educators, administrators, and enterprise teams to focus on what truly matters: learning, collaboration, and operational excellence.

Every day, thousands of organizations—from research universities and K‑12 schools to Fortune 500 enterprises—turn to brighthush to streamline attendance, boost engagement, and unlock data‑driven decision making. We are more than a product; we are a partner that walks with our customers through every stage of their digital transformation journey, from initial discovery to long‑term advocacy.

Our mission is simple yet ambitious: make attendance effortless, insights instant, and success inevitable. We achieve this by building a platform that is as flexible as it is powerful, and by fostering a culture that values curiosity, experimentation, and continuous improvement.

Why Join brighthush?

• Impact at Scale: Work with a high‑growth, customer‑centric company where your ideas directly shape product evolution and customer success.
• Flexible Work Environment: Enjoy the freedom of remote work with optional hybrid days in our vibrant Berlin office, designed to support collaboration and creativity.
• Cross‑Functional Collaboration: Partner with founders, product managers, engineers, and marketing to turn customer insights into tangible product enhancements.
• Ownership & Autonomy: Take end‑to‑end responsibility for customer journeys—from onboarding to advocacy—without the constraints of a ticket‑centric mindset.
• Career Growth & Mentorship: Benefit from a structured career ladder, mentorship from senior leaders, and learning programs that accelerate your professional development.
• Innovative Culture: Thrive in an environment that rewards initiative, celebrates learning, and encourages you to shape the future of digital attendance.

About the Role

As the Senior Customer Success Lead & Digital Product Champion at brighthush, you will be the linchpin that connects our customers, product, and processes. Your mission is to ensure that every user—whether a first‑time student or a senior executive—experiences seamless adoption, measurable value, and lasting advocacy. You will translate complex customer data into actionable strategies, influence product roadmaps, and champion a culture of continuous improvement across the organization.

Key Responsibilities

• Customer Journey Design: Map and optimize the entire customer lifecycle—from discovery and onboarding to expansion and renewal—ensuring frictionless experiences and high satisfaction scores.
• Strategic Advisory: Act as a trusted advisor to enterprise clients, providing data‑driven insights, best‑practice recommendations, and customized success plans that align with their business objectives.
• Product Feedback Loop: Collaborate closely with product, engineering, and UX teams to surface customer pain points, prioritize feature requests, and validate solutions through rapid prototyping and beta testing.
• Data Analytics & Reporting: Build and maintain dashboards that track key success metrics (NPS, CSAT, churn, adoption rates), perform root‑cause analysis, and present findings to senior leadership.
• Thought Leadership: Create whitepapers, case studies, and webinars that showcase customer success stories, best practices, and the value proposition of brighthush’s platform.
• Team Leadership & Mentorship: Lead a small team of Customer Success Managers, providing coaching, performance reviews, and career development plans.
• Process Optimization: Identify and implement scalable processes that improve efficiency, reduce manual effort, and enhance cross‑functional collaboration.
• Stakeholder Management: Build strong relationships with key stakeholders across sales, marketing, product, and support to ensure alignment on customer goals and company objectives.

Essential Qualifications & Experience

• 10+ years of experience in customer success, account management, or product management within SaaS or EdTech environments.
• Proven track record of driving customer adoption, reducing churn, and expanding revenue in enterprise accounts.
• Strong analytical mindset with proficiency in data visualization tools (e.g., Tableau, Looker, Power BI) and SQL.
• Excellent communication skills—both written and verbal—across all levels of an organization.
• Experience leading cross‑functional initiatives and managing stakeholder expectations.
• Deep understanding of the education and enterprise technology landscape, including compliance, data privacy, and integration challenges.
• Demonstrated ability to translate complex data into actionable insights and compelling narratives.
• Self‑motivated, proactive, and comfortable working in a fast‑paced, high‑growth environment.

Preferred Qualifications & Nice‑to‑Haves

• Background in product strategy or product marketing, with a focus on customer‑centric design.
• Experience with customer success platforms such as Gainsight, Totango, or similar.
• Knowledge of learning management systems (LMS) and learning analytics.
• Experience managing a global customer base across multiple time zones.
• Fluency in German and English (written and spoken).

Core Competencies & Skills

• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and building long‑term relationships.
• Strategic Thinking: Ability to see the big picture, anticipate market trends, and align customer goals with business strategy.
• Data‑Driven Decision Making: Comfortable turning raw data into actionable insights that influence product and business decisions.
• Project Management: Skilled at managing multiple initiatives simultaneously, setting clear milestones, and delivering on time.
• Influence & Negotiation: Strong interpersonal skills to persuade stakeholders, negotiate contracts, and secure renewals.
• Adaptability: Thrive in a dynamic environment, pivoting quickly in response to changing priorities or market conditions.
• Collaboration: Proven ability to work effectively with engineering, product, marketing, and sales teams.
• Mentorship: Passion for coaching and developing junior team members.

Career Path & Growth Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Success Lead, you will have access to:

• Structured career ladder with clear promotion criteria and regular performance reviews.
• Mentorship from founders and senior leaders who are committed to your professional development.
• Annual learning stipend for courses, certifications, and conferences.
• Opportunities to transition into product strategy, data science, or executive leadership roles.
• Cross‑departmental projects that broaden your skill set and expose you to new business areas.

Culture & Work Environment

Our culture is built on four pillars: Curiosity, Collaboration, Impact, and Well‑Being. We celebrate experimentation, reward initiative, and encourage every team member to contribute ideas that shape our future. Our Berlin office is a hub of creativity, but we also value the flexibility of remote work, ensuring that you can thrive wherever you are.

We host monthly hackathons, quarterly hack‑days, and regular “Lunch & Learn” sessions where team members share insights and innovations. Our open‑door policy means you’ll always have a direct line to leadership, and our transparent decision‑making process ensures that your voice is heard.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for senior roles in SaaS and EdTech.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health insurance (medical, dental, vision) for you and your dependents.
• Flexible paid time off, including unlimited vacation days for senior leaders.
• Well‑being stipend for gym memberships, meditation apps, or other wellness activities.
• Annual professional development budget for courses, certifications, and conferences.
• Regular team retreats and social events to foster camaraderie and collaboration.

How to Apply & Next Steps

If you are a strategic thinker with a passion for customer success, product innovation, and data‑driven decision making, we want to hear from you. Please submit your resume, a cover letter outlining your most impactful customer success initiative, and any relevant portfolio or case studies to [email protected]. We look forward to exploring how you can help shape the future of digital attendance and learning at brighthush.

Closing Call to Action

Join brighthush and become part of a team that is redefining the way the world learns, collaborates, and operates. Your expertise will directly influence the success of thousands of institutions and enterprises worldwide. Together, we will turn data into insight, insight into action, and action into lasting impact. Apply today and help us build the future of attendance and engagement—one customer at a time.