Senior Customer Success Leader & Higher Education SaaS Growth Strategist – Championing Adoption, Retention, Expansion, and Advocacy for brighthush’s Innovative Learning Platform

Welcome to brighthush – Where Education Meets Innovation

At brighthush, we’re not just building software; we’re crafting the future of learning. Our cloud‑based platform blends artificial intelligence, predictive analytics, and a user‑centric design philosophy to empower educators, learners, and administrators worldwide. With a presence spanning North America, Europe, and Australia, we partner with institutions that are ready to move beyond traditional classrooms and embrace adaptive, engaging, and accessible learning experiences at scale.

Why This Role is a Game‑Changer

Customer success is the heartbeat of brighthush. The stories of our clients’ triumphs translate directly into our own growth and reputation. As the Senior Customer Success Leader, you will be the catalyst that turns adoption into mastery, retention into loyalty, and satisfaction into advocacy. Your strategic vision and operational excellence will influence thousands of learners and educators, shape product adoption, and help institutions realize their educational goals. In short, you will create a ripple effect that amplifies brand loyalty, drives revenue growth, and positions brighthush as the go‑to partner for transformative learning solutions.

Key Responsibilities – What You’ll Do Every Day

• Strategic Leadership – Design and execute a forward‑looking customer success strategy that aligns with brighthush’s growth objectives, focusing on adoption, retention, and expansion.
• Team Management – Build, hire, coach, and develop a high‑performing Customer Success team that embodies brighthush’s culture of collaboration, accountability, and continuous learning.
• OKR Ownership – Define clear Objectives and Key Results (OKRs) for the team, monitor progress, and recalibrate tactics to exceed targets.
• Risk & Retention Management – Proactively identify churn risks, design mitigation plans, and launch engagement initiatives that keep customers thriving.
• Account Planning & Documentation – Ensure rigorous account planning, maintain detailed engagement records, and share actionable insights with cross‑functional stakeholders.
• Executive Relationship Building – Cultivate and sustain relationships with C‑suite executives and key decision makers at partner institutions.
• Revenue Growth Enablement – Partner with Account Management to uncover upsell and cross‑sell opportunities, contributing to overall revenue targets.
• Customer Advocacy & Community Building – Champion advocacy programs, gather testimonials, and nurture a vibrant community of brand ambassadors.
• Process & Tool Optimization – Continuously refine customer success processes, adopt new tools, and disseminate best practices across the organization.
• Professional Development – Lead knowledge‑sharing sessions, mentor team members, and support career growth pathways.

Essential Qualifications – What We Expect

• 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 deliver 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 – Bonus Points

• 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 – What Makes You Stand Out

• 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 – Your Path at brighthush

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 – What It’s Like to Work at brighthush

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 – What You’ll Receive

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

• Base Salary – Competitive, 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 a generous amount 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? – The Impact You’ll Make

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 – Take the First Step

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.