Senior Customer Success Manager – Higher Education & Institutional Partnerships at brighthush

About brighthush

brighthush is a trailblazing cloud‑first education technology firm that is reshaping how institutions teach, learn, and thrive. With a mission that spans 25 years, we empower schools, universities, and corporate learning programs to deliver personalized, student‑centric experiences that drive retention, engagement, and measurable outcomes. Our flagship learning platform, brighthush, is engineered for flexibility, intelligence, and scalability, enabling educators to create dynamic, data‑rich learning environments that adapt to every learner’s needs.

At brighthush, we believe that learning is a lifelong journey and that technology should be the catalyst, not the barrier. Our culture is built on curiosity, collaboration, and a relentless focus on impact. We are committed to fostering a diverse, inclusive, and high‑performing workplace where every team member can grow, innovate, and make a difference.

Job Summary

As a Senior Customer Success Manager for Higher Education, you will be the strategic partner and trusted advisor for our North American institutional clients. Your mission is to ensure that each partner realizes the full value of brighthush’s learning platform, achieving their educational goals while driving adoption, satisfaction, and renewal. You will own the end‑to‑end customer journey—from onboarding through expansion—while collaborating closely with sales, product, and support teams to deliver exceptional outcomes.

Key Responsibilities

• Strategic Account Leadership – Own a portfolio of high‑value higher education accounts, cultivating deep, referenceable relationships with senior leaders, deans, and IT directors.
• Customer Success Planning – Develop, document, and execute comprehensive Customer Success Plans that outline success metrics, adoption targets, risk mitigation strategies, and a clear roadmap for value realization.
• Retention & Expansion Management – Design and manage Retention Plans that identify renewal drivers, anticipate churn risks, and uncover upsell opportunities across campus units.
• Project & Implementation Support – Act as the primary liaison during implementation phases, ensuring smooth handover to support and guiding clients through key internal projects that maximize platform impact.
• Cross‑Functional Collaboration – Partner with product, engineering, support, and marketing teams to translate client feedback into product enhancements and to coordinate joint initiatives.
• Business Reviews & Reporting – Conduct regular business reviews with institutional leadership, presenting data‑driven insights, progress against goals, and actionable recommendations.
• Adoption & Usage Advocacy – Set clear adoption targets, monitor usage analytics, and champion best practices to drive continuous engagement and learning outcomes.
• Renewal & Expansion Support – Work closely with the Sales Executive to prepare renewal proposals, negotiate terms, and secure long‑term commitments.
• Self‑Service Enablement – Educate clients on support channels, self‑service tools, release processes, and knowledge resources to foster operational independence.
• Travel & On‑Site Engagement – Travel up to 30% of the time to client campuses to conduct workshops, strategy sessions, and relationship building activities.

Essential Qualifications

• 3+ years of proven experience in Customer Success, Account Management, or a related client‑facing role within the education technology sector.
• Demonstrated ability to build credibility and rapport with senior executives, including C‑suite leaders.
• Track record of establishing joint strategic goals, measuring progress, and delivering measurable outcomes.
• Strong cross‑functional collaboration skills, with experience working across sales, product, support, and marketing teams.
• High energy, self‑motivated, and a strong sense of urgency to drive results in a fast‑paced, growth‑oriented environment.
• Excellent written and verbal communication, analytical thinking, and presentation skills.
• Experience in higher education or a deep understanding of the business drivers that shape institutional success.
• Bachelor’s degree or equivalent professional experience.
• Willingness to travel up to 30% of the time to client locations.

Preferred Qualifications

• Prior experience with large enterprise learning platforms or SaaS solutions.
• Knowledge of learning analytics, student success metrics, and institutional reporting.
• Experience managing multi‑year contracts and complex renewal negotiations.
• Familiarity with data privacy regulations and compliance standards in higher education.
• Proficiency in CRM systems (e.g., Salesforce) and customer success tools.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Relationship Management – Building trust and influence across diverse stakeholder groups.
• Data‑Driven Decision Making – Leveraging analytics to inform strategy and demonstrate impact.
• Project Management – Coordinating cross‑team initiatives and ensuring timely delivery.
• Communication – Clear, concise, and persuasive communication in both written and verbal formats.
• Adaptability – Thriving in a dynamic environment with evolving priorities.
• Customer‑Centric Mindset – Passion for delivering exceptional client experiences.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Mentorship programs with senior leaders across the organization.
• Continuous learning resources, including online courses, certifications, and industry conferences.
• Opportunities to lead cross‑functional initiatives and shape product strategy.
• Clear career pathways from Customer Success Manager to Director of Customer Success or VP of Customer Experience.
• Internal mobility across product, sales, and support functions.

Work Environment & Culture

brighthush offers a modern, flexible workplace that blends remote and in‑office collaboration. Our offices in Kitchener, Winnipeg, Vancouver, and Melbourne are designed to inspire creativity and teamwork. We celebrate diversity, encourage open dialogue, and reward innovation. Our culture is built on:

• Inclusive hiring practices and a commitment to equity.
• Transparent communication and regular feedback loops.
• Recognition of achievements through peer‑to‑peer programs.
• Community engagement initiatives, including volunteer days and sustainability projects.

Compensation & Benefits

We offer a competitive total compensation package that includes:

• Base salary range: $80,000 – $97,750 USD, commensurate with experience and qualifications.
• Variable incentive component tied to customer success metrics and company performance.
• Equity grants to share in brighthush’s growth and success.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Wellness stipend covering gym memberships, mental health resources, and wellness apps.
• Home office stipend and internet reimbursement for remote employees.
• Tuition reimbursement up to $4,000 USD for continuing education and professional development.
• Paid volunteer days to support community initiatives.
• Employee referral bonus program.
• Access to a comprehensive employee assistance program (EAP).

Why brighthush?

Joining brighthush means becoming part of a mission‑driven organization that is transforming the future of learning. You will:

• Work with cutting‑edge technology that is reshaping higher education.
• Collaborate with passionate, talented colleagues who are committed to innovation.
• Make a tangible impact on student success and institutional effectiveness.
• Enjoy a flexible work environment that supports work‑life balance.
• Benefit from a culture that values growth, learning, and recognition.

Ready to Apply?

If you are a proactive, client‑focused professional who thrives in a dynamic, growth‑oriented environment, we encourage you to apply—even if you don’t meet every single qualification. At brighthush, we value potential, diversity, and a passion for learning. Join us and help shape the next generation of educational experiences.

To apply, click the link below and submit your resume and cover letter. We look forward to exploring how your expertise can contribute to brighthush’s mission of transforming learning worldwide.