Senior Customer Success Manager – Enterprise Growth, Retention, and Advocacy Leader in the Innovative EdTech & SaaS Landscape at brighthush

About brighthush

brighthush is a trailblazer in the education technology arena, delivering secure, cloud‑native assessment solutions that empower learners and educators worldwide. Our platform blends adaptive testing, advanced analytics, and rigorous data security to create a frictionless experience for schools, universities, and corporate training programs. At brighthush, we believe that technology should amplify learning, not complicate it. That philosophy fuels a culture of curiosity, collaboration, and continuous improvement.

Why brighthush?

In an era where digital learning is reshaping the future, brighthush stands at the intersection of innovation and impact. We’re more than a SaaS provider; we’re a partner in the success stories of institutions that shape tomorrow’s leaders. Our team is a vibrant mix of educators, data scientists, and technologists united by a single vision: to make assessment smarter, safer, and more accessible. If you thrive in a fast‑paced, remote‑first environment and want to transform learning experiences, brighthush offers the platform, the people, and the purpose to elevate your career.

Role Overview

As a Senior Customer Success Manager, you will be the trusted advocate for our most valuable clients. You’ll own the end‑to‑end customer journey, ensuring every user extracts maximum value from our platform, achieves their learning outcomes, and remains a loyal partner. Your strategic mindset, deep product knowledge, and exceptional communication skills will help us turn satisfied customers into champions who advocate for brighthush across their networks.

What You’ll Do

Your day‑to‑day responsibilities blend strategic planning, hands‑on execution, and cross‑functional collaboration. Below is a detailed look at the core activities that will define your success in this role:

• Account Leadership: Own a portfolio of high‑value enterprise accounts, serving as the primary point of contact for all client needs.
• Customer Success Strategy: Design and execute tailored success plans that align with each client’s goals, metrics, and timelines.
• Onboarding & Training: Lead comprehensive onboarding programs, including live demos, workshops, and knowledge transfer sessions.
• Relationship Management: Build and nurture long‑term relationships with key stakeholders, including C‑suite executives, IT leads, and instructional designers.
• Performance Analytics: Monitor usage data, churn indicators, and satisfaction scores; translate insights into actionable recommendations.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to surface customer feedback and drive product enhancements.
• Renewal & Upsell: Drive renewal conversations and identify upsell opportunities that align with client objectives.
• Travel & On‑Site Visits: Travel up to 20% of the time to client sites, providing face‑to‑face support and gathering on‑ground insights.
• Thought Leadership: Represent brighthush at industry events, webinars, and user conferences, sharing best practices and success stories.

Key Responsibilities

• Strategic Account Planning: Develop and maintain a deep understanding of each client’s business model, pain points, and success metrics.
• Customer Health Scoring: Build and refine a health scoring system that proactively identifies risks and opportunities.
• Executive Reporting: Deliver concise, data‑rich executive summaries that inform leadership decisions.
• Product Evangelism: Champion new features and product updates, ensuring clients are fully leveraged and satisfied.
• Community Building: Foster a community of power users through forums, user groups, and peer‑to‑peer knowledge sharing.
• Process Improvement: Continuously evaluate and improve customer success processes, tools, and workflows.

Essential Qualifications

• 5–7 years of progressive experience in customer success, account management, or client services within SaaS or EdTech environments.
• Proven track record of managing enterprise accounts and driving measurable customer outcomes.
• Exceptional verbal and written communication skills in English; additional languages are a plus.
• Strong proficiency with web‑based applications, data visualization tools, and customer success platforms.
• Experience with CRM systems and analytics dashboards.
• Demonstrated ability to analyze data, identify trends, and translate findings into strategic actions.
• Self‑motivated, results‑oriented, and comfortable working in a fast‑paced, remote‑first environment.
• Valid driver’s license and willingness to travel up to 20% of the time.

Preferred Qualifications

• Background in educational technology or a related field.
• Experience with learning management systems (LMS) and assessment platforms.
• Knowledge of data privacy regulations (FERPA, GDPR, etc.) relevant to educational data.
• Project management certification (PMP, Scrum, etc.) or equivalent experience.
• Strong presentation and facilitation skills, with a history of delivering impactful workshops.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Customer‑Centric Mindset: Passion for solving client problems and delivering delight.
• Analytical Acumen: Comfortable working with metrics, dashboards, and data‑driven insights.
• Collaboration: Proven ability to work cross‑functionally and influence stakeholders.
• Adaptability: Thrive in a dynamic environment with evolving priorities.
• Leadership: Mentor junior team members and lead initiatives that shape the customer success function.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Structured onboarding and continuous learning programs.
• Mentorship from senior leaders in product, engineering, and sales.
• Opportunities to lead cross‑functional projects and influence product roadmap.
• Annual conference attendance and speaking opportunities.
• Internal career ladder that rewards performance, innovation, and leadership.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, transparency, and a results‑driven approach. Our culture is built on:

• Inclusivity: A diverse workforce that celebrates different perspectives.
• Collaboration: Regular virtual town halls, hackathons, and cross‑team knowledge sharing.
• Work‑life balance: flexible hours, generous PTO, and a focus on mental well‑being.
• Innovation: an open‑door policy that encourages experimentation and rapid iteration.

Compensation & Perks

While the exact salary range will be discussed during the interview process, we offer a competitive total rewards package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses tied to customer success metrics.
• 401(k) plan with company match.
• Health, dental, and vision insurance.
• Generous paid time off, including sick leave and holidays.
• Professional development stipend and tuition reimbursement.
• Wellness stipend and access to mental health resources.
• Equity options for long‑term alignment with company success.

Ready to Make an Impact?

If you’re a strategic thinker who thrives on building lasting client relationships, driving measurable outcomes, and championing innovation in education technology, we want to hear from you. Join brighthush and help shape the future of learning while advancing your career in a supportive, forward‑thinking environment.