Senior Customer Success Manager – Higher Education & Institutional Partnerships – Championing Student Success, LMS Adoption, and Sustainable Institutional Growth at brighthush

About brighthush and the Future of Learning

brighthush is a trailblazing cloud‑based education technology company that is redefining how institutions teach, learn, and thrive in the digital age. With a 25‑year legacy of innovation, we are on a relentless mission to unlock human potential by delivering personalized, student‑centric experiences that boost retention, engagement, and outcomes for learners of all ages. Our flagship platform, Brightspace, is a next‑generation Learning Management System (LMS) that empowers educators, administrators, and students to collaborate, innovate, and succeed.

At brighthush, we believe that technology should serve people, not the other way around. That’s why we build solutions that are intuitive, flexible, and data‑driven, giving our customers the tools they need to create vibrant learning ecosystems. Whether you’re a university, community college, or corporate training program, brighthush partners with you to design, implement, and continuously improve learning experiences that matter.

Role Overview

As a Senior Customer Success Manager for Higher Education, you will be the strategic partner and trusted advisor for our North American institutional clients. You will own the end‑to‑end customer journey—from onboarding and adoption to renewal and expansion—ensuring that each institution realizes measurable value from Brightspace. Your focus will be on building deep, referenceable relationships with senior leaders, driving adoption, and translating institutional goals into actionable success plans.

Key Responsibilities

• Strategic Account Leadership: Own a portfolio of high‑impact higher education customers, cultivating trust and credibility with C‑suite executives, deans, and IT leaders.
• Customer Success Planning: Develop and maintain comprehensive Success Plans that define goals, KPIs, risks, and mitigation strategies aligned with each institution’s vision.
• Retention & Expansion Management: Create and execute Retention Plans that identify renewal drivers, upsell opportunities, and risk factors, ensuring long‑term partnership health.
• Project & Implementation Support: Act as the primary liaison during implementation, coordinating cross‑functional teams to deliver seamless transitions from rollout to ongoing support.
• Adoption & Usage Growth: Set clear adoption targets, monitor usage analytics, and collaborate with institutional stakeholders to remove barriers and accelerate LMS utilization.
• Business Reviews & Reporting: Conduct regular business reviews with institutional leadership, presenting performance dashboards, success metrics, and strategic recommendations.
• Cross‑Team Collaboration: Partner with Sales, Product, Implementation, and Support teams to align on customer needs, feature requests, and service delivery.
• Advocacy & Evangelism: Champion Brightspace within the institution, fostering a community of champions who can advocate for the platform internally and externally.
• Renewal & Upsell Support: Work closely with the Client Sales Executive to secure renewals and identify expansion opportunities that align with institutional priorities.
• Continuous Improvement: Gather feedback, identify trends, and collaborate with Product to influence roadmap enhancements that address higher education pain points.

Essential Qualifications

• 3+ years of proven experience in Customer Success, Account Management, or a related role within the education technology sector.
• Demonstrated ability to build rapport and credibility with senior leaders, including C‑suite executives and institutional decision makers.
• Track record of developing and executing strategic success plans that deliver measurable outcomes.
• Strong analytical mindset with proficiency in interpreting usage data, KPIs, and ROI metrics.
• Excellent communication skills—both written and verbal—across diverse audiences.
• High energy, self‑driven, and a sense of urgency to deliver results in a fast‑paced, growth‑oriented environment.
• Bachelor’s degree in Business, Education, Information Technology, or a related field (or equivalent experience).
• Willingness to travel up to 30% of the time to client sites across North America.

Preferred Qualifications

• Experience working directly with higher education institutions, understanding their unique business drivers and operational challenges.
• Familiarity with LMS platforms, learning analytics, and instructional design principles.
• Prior involvement in implementation or transition projects, managing cross‑functional teams.
• Knowledge of accreditation standards, student success metrics, and institutional reporting requirements.
• Experience with data‑driven decision making and the ability to translate analytics into actionable insights.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s product vision.
• Relationship Management: Skilled at building long‑term partnerships and influencing stakeholders at all levels.
• Project Management: Strong organizational skills, with a knack for coordinating multiple initiatives simultaneously.
• Analytical Acumen: Comfortable working with data, dashboards, and metrics to drive decision making.
• Communication: Clear, concise, and persuasive communication tailored to technical and non‑technical audiences.
• Adaptability: Thrives in a dynamic environment, quickly adjusting to changing priorities and customer needs.
• Customer‑Centric Mindset: Passionate about delivering exceptional customer experiences and outcomes.

Career Growth & Learning Opportunities

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

• Structured mentorship programs with senior leaders across product, sales, and engineering.
• Regular training sessions on industry trends, LMS best practices, and emerging technologies.
• Opportunities to lead cross‑functional initiatives, positioning you for future leadership roles.
• Participation in global conferences, webinars, and industry events to expand your network and expertise.
• Internal mobility pathways that allow you to explore roles in Product Management, Sales, or Implementation.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and inclusivity. Our teams are distributed across vibrant campuses in Kitchener, Winnipeg, Vancouver, and Melbourne, but we also embrace flexible work arrangements that support work‑life balance. You will join a community that values:

• Open communication and transparency at all levels.
• Continuous learning and curiosity—whether through formal training or informal knowledge sharing.
• Recognition of individual and team achievements.
• Diversity, equity, and inclusion, ensuring every voice is heard and respected.
• Social impact—our mission to transform education drives every decision we make.

Compensation & Benefits

While the base salary for this role ranges from $80,000 to $97,750 USD, the total compensation package is designed to be competitive and rewarding. In addition to a performance‑based variable incentive, you may be eligible for:

• Wellness subsidy and health benefits.
• Equity grants that align your success with the company’s growth.
• Generous paid time off, including 2 paid volunteer days and 2 paid days for SkillsWave‑related activities.
• Tuition reimbursement up to $4,000 CAD for continuing education through our SkillsWave Program.
• Retirement planning and 401(k) matching.
• Home internet reimbursement and flexible work arrangements.
• Employee referral program and wellness reimbursement.
• Dog‑friendly office spaces and social events that foster community.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping education worldwide. You will:

• Work with cutting‑edge technology that directly impacts student success.
• Collaborate with passionate, talented professionals who are committed to innovation.
• Enjoy a culture that values autonomy, creativity, and continuous improvement.
• Benefit from a comprehensive rewards package that supports your well‑being and growth.
• Make a tangible difference in the lives of learners, educators, and institutions.

How to Apply

If you are ready to take on a role that blends strategic leadership, customer advocacy, and a passion for education technology, we encourage you to apply today. Even if you don’t meet every single qualification, we value diverse perspectives and are excited to hear how you can contribute to our mission.

To apply, click the link below and submit your resume and cover letter. A member of our Talent Acquisition team will review your application personally.

Apply to this job at brighthush