Senior Customer Success Manager – Global SaaS Platform & Consulting Services – Remote – Driving Student Safety, Operational Excellence, Data‑Driven Insights, and Strategic Partnerships in Education Technology at brighthush

About brighthush

brighthush is a trailblazer in the education technology arena, redefining how schools, universities, and corporate learning environments protect, engage, and empower their communities. Our award‑winning SaaS platform seamlessly blends real‑time data analytics, AI‑powered insights, and intuitive dashboards to give educators, administrators, and safety teams the tools they need to make informed decisions, reduce incident response times, and create learning spaces that feel both secure and inspiring. With deployments in over 1,200 institutions across 30+ countries and a year‑over‑year growth rate of 25%, brighthush is the trusted partner for institutions that want to turn data into action and safety into a competitive advantage.

Why This Role Matters

As a Senior Customer Success Manager, you will be the linchpin that connects our clients to the full brighthush ecosystem. Your strategic vision, data‑driven insights, and collaborative spirit will shape the future of campus safety and operational excellence. You will:

• Drive adoption of cutting‑edge safety features that save lives.
• Translate complex data into clear, actionable plans that improve campus operations.
• Build lasting relationships that turn first‑time users into lifelong advocates.
• Serve as the customer voice in product development, ensuring our roadmap reflects real‑world needs.

In short, you will be the catalyst that turns technology into tangible, life‑saving outcomes.

Key Responsibilities

• Own the Client Lifecycle: From initial onboarding to renewal, shepherd clients through every stage, ensuring they realize the full potential of our SaaS platform and consulting services.
• Monitor Client Health: Leverage data analytics, health score dashboards, and proactive outreach to identify engagement gaps, adoption trends, and potential churn risks.
• Mitigate Risks: Design and execute risk‑mitigation plans, including tailored training, feature adoption workshops, and executive briefings that keep clients on track.
• Coordinate Cross‑Functional Delivery: Serve as the central point of contact for product, engineering, support, and consulting teams, ensuring seamless delivery of solutions and timely resolution of issues.
• Drive Measurable Outcomes: Set and track success metrics such as Net Promoter Score (NPS), renewal rates, upsell opportunities, and customer satisfaction scores.
• Advocate for the Customer: Translate client feedback into actionable product enhancements and feature requests, influencing the roadmap and prioritization.
• Develop Success Plans: Create customized success plans for each client, outlining milestones, KPIs, and a clear path to achieving their strategic objectives.
• Mentor and Coach: Provide guidance to junior customer success team members, fostering a culture of continuous improvement and knowledge sharing.
• Report and Forecast: Produce regular reports on account health, renewal forecasts, and upsell opportunities for senior leadership.
• Stay Current on Industry Trends: Keep abreast of emerging trends in campus safety, educational technology, and SaaS best practices to provide forward‑looking insights to clients.

Essential Qualifications

• 3–5 years of experience in customer success, account management, or a related client‑facing role.
• Bachelor’s degree in Business, Information Technology, Education, or a related field.
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Excellent communication and presentation skills, capable of engaging stakeholders at all levels.
• Proficiency with CRM systems (e.g., brighthush, brighthush) and customer success platforms (e.g., brighthush, brighthush).
• Demonstrated ability to manage multiple accounts simultaneously while maintaining high service quality.
• Professional certification such as PCIP (Professional Certified Implementation Practitioner) within 12 months of hire (or equivalent experience).
• Experience in the education technology or SaaS industry is highly desirable.

Preferred Qualifications

• Advanced certification such as CSCS (Customer Success Certified Specialist) or similar.
• Background in consulting or project management, with a track record of delivering complex implementations.
• Experience with data analytics tools (e.g., brighthush, brighthush) to create dashboards and insights.
• Knowledge of campus safety regulations, compliance standards, and risk management frameworks.
• Fluency in multiple languages to serve a diverse client base.

Core Skills & Competencies

• Strategic Thinking: Ability to align client goals with brighthush’s product roadmap and business objectives.
• Relationship Building: Proven track record of building trust and rapport with C‑suite executives, IT leads, and operational managers.
• Problem‑Solving: Strong troubleshooting skills, with a focus on root cause analysis and sustainable solutions.
• Project Management: Experience managing cross‑functional projects, timelines, and deliverables.
• Data‑Driven Decision Making: Comfortable working with metrics, KPIs, and dashboards to guide strategy.
• Adaptability: Thrives in a fast‑paced, evolving environment, quickly adjusting priorities as client needs change.
• Collaboration: Works effectively with internal teams, external partners, and client stakeholders.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the solutions we deliver. We offer:

• Clear advancement paths from Customer Success Manager to Senior Manager, Director, and VP of Customer Success.
• Access to industry conferences, workshops, and webinars to stay ahead of emerging trends.
• Internal mentorship programs pairing you with senior leaders across product, engineering, and sales.
• Regular training on new features, industry best practices, and soft‑skill development.
• Opportunities to lead cross‑functional initiatives, such as product launches or global expansion projects.

Work Environment & Culture

brighthush embraces a hybrid work model that balances remote flexibility with collaborative in‑office sessions. Our culture is defined by:

• Inclusivity: A diverse workforce that values different perspectives and fosters belonging.
• Innovation: A culture that encourages experimentation, rapid prototyping, and continuous improvement.
• Transparency: Open communication channels, regular town halls, and a flat hierarchy that empowers employees.
• Well‑Being: Comprehensive wellness programs, mental health resources, and flexible PTO policies.
• Community Impact: Volunteer opportunities and partnerships with educational nonprofits to give back.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to client success metrics.
• Equity options for eligible employees, fostering a sense of ownership.
• Health, dental, and vision insurance plans with generous coverage.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) and flexible work arrangements.
• Professional development stipend for courses, certifications, and conferences.
• Wellness initiatives such as gym memberships, meditation apps, and on‑site fitness classes.
• Employee referral bonuses and recognition programs.

How to Apply

If you are a proactive, client‑centric professional who thrives on delivering tangible results, brighthush invites you to join our mission of transforming campus safety and operational excellence. As a Senior Customer Success Manager, you will play a pivotal role in shaping the future of education technology, ensuring our clients achieve their goals, and driving sustainable growth for our organization.

Apply today and become part of a team that values innovation, collaboration, and the power of technology to create safer, smarter learning environments.