Senior Customer Success Manager – Higher Education & Institutional Partnerships – Driving Adoption, Retention, and Strategic Growth at brighthush

About brighthush

brighthush is a leading cloud‑based education technology company that is redefining how institutions teach, learn, and thrive in a rapidly evolving digital landscape. With a mission that has spanned more than two decades, brighthush is dedicated to unlocking human potential by delivering innovative, data‑driven learning solutions that empower students, faculty, and administrators worldwide. Our flagship product, the Brightspace Learning Management System (LMS), is trusted by universities, community colleges, and corporate training programs to create personalized, engaging, and measurable learning experiences.

Why brighthush?

At brighthush, you’ll join a culture that celebrates curiosity, collaboration, and continuous improvement. We are a fast‑moving, growth‑oriented organization that values diversity, equity, and inclusion. Our people are our greatest asset, and we invest heavily in their professional development, well‑being, and career progression. Whether you’re a seasoned customer success professional or an ambitious early‑career talent, brighthush offers a dynamic environment where you can make a tangible impact on the future of education.

Job Summary

As a Senior Customer Success Manager for Higher Education, you will be the primary steward of the relationship between brighthush and our North American higher‑education partners. Your mission is to ensure that each institution achieves its strategic learning outcomes by maximizing adoption, engagement, and value from Brightspace. You will collaborate closely with executive leaders, academic stakeholders, and cross‑functional teams to deliver a seamless, high‑impact experience that drives satisfaction, retention, and expansion.

Key Impact Areas

• Strategic Relationship Building – Cultivate trusted, long‑term partnerships with senior leaders and C‑suite executives across universities, colleges, and corporate learning divisions.
• Customer Success Planning – Design and execute comprehensive Success Plans that align with each institution’s goals, define measurable success criteria, and proactively address risks.
• Retention & Expansion – Develop Retention Plans that identify drivers of continued investment, forecast renewal timelines, and uncover upsell opportunities.
• Product Adoption & Enablement – Set adoption targets, monitor usage metrics, and lead initiatives that accelerate Brightspace utilization across campuses.
• Cross‑Functional Collaboration – Partner with Sales, Implementation, Product, and Support teams to coordinate seamless handoffs, resolve escalations, and deliver joint value.
• Business Reviews & Reporting – Conduct regular Business Reviews with institutional leadership, present performance dashboards, and recommend strategic actions.
• Renewal & Expansion Support – Work alongside the Sales Executive to secure renewals, negotiate contracts, and identify expansion opportunities.
• Travel & On‑Site Engagement – Travel up to 30% of the time to campus locations to conduct workshops, training sessions, and stakeholder meetings.

Essential Qualifications

• Minimum 3 years of proven experience in Customer Success, Account Management, or a related 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 – able to work effectively with Sales, Implementation, Product, and Support teams.
• High energy, self‑motivation, and a sense of urgency to drive results in a fast‑paced environment.
• Excellent written and verbal communication, presentation, and analytical skills.
• Bachelor’s degree or equivalent professional experience.
• Willingness and ability to travel approximately 30% of the time.

Preferred Qualifications

• Experience working directly with higher‑education institutions, including knowledge of academic calendars, budgeting cycles, and institutional priorities.
• Prior exposure to SaaS or LMS platforms, especially Brightspace or comparable solutions.
• Familiarity with data analytics tools and the ability to translate metrics into actionable insights.
• Experience in a high‑growth, technology‑driven organization.
• Knowledge of accreditation standards, learning analytics, and student success metrics.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Relationship Management & Influence
• Data‑Driven Decision Making
• Project Management & Execution Excellence
• Change Management & Adoption Enablement
• Communication & Storytelling
• Problem Solving & Conflict Resolution
• Adaptability & Resilience

Career Growth & Development

At brighthush, your career trajectory is designed to evolve with your ambitions. As a Senior Customer Success Manager, you will have the opportunity to:

• Progress to a Director or VP of Customer Success role, overseeing a broader portfolio of institutional accounts.
• Lead cross‑functional initiatives that shape product strategy, customer experience, and go‑to‑market plans.
• Mentor junior team members and contribute to a culture of continuous learning.
• Participate in global leadership programs, hackathons, and industry conferences to stay at the forefront of ed‑tech innovation.
• Leverage brighthush’s internal learning platform, SkillsWave, to pursue certifications, advanced courses, and professional development.

Work Environment & Culture

brighthush embraces a hybrid work model that balances flexibility with collaboration. Our offices in Kitchener, Winnipeg, Vancouver, and Melbourne are dog‑friendly, equipped with state‑of‑the‑art meeting spaces, and designed to foster creativity. Remote employees enjoy the same benefits, with a robust virtual community that includes:

• Regular virtual town halls, coffee chats, and cross‑team knowledge sharing sessions.
• Access to a digital wellness hub, including mental health resources, financial planning tools, and an Employee Assistance Program.
• Community volunteer days and sustainability initiatives that encourage social impact.
• Inclusive hiring practices and a commitment to building a workforce that reflects the diversity of our global customer base.

Compensation & Benefits

We offer a competitive total‑compensation package that includes:

• Base Salary – $80,000 to $97,750 USD annually, commensurate with experience and market data.
• Variable Incentives – Performance‑based bonuses tied to customer success metrics, adoption rates, and renewal targets.
• Equity Grants – Opportunity to participate in brighthush’s equity program, aligning your success with company growth.
• Health & Wellness – Comprehensive medical, dental, and vision coverage, plus a wellness stipend for fitness, meditation, or other health‑related activities.
• Retirement Planning – 401(k) plan with company match and financial planning resources.
• Paid Time Off – Generous vacation, sick leave, and personal days, with a flexible policy that supports work‑life balance.
• Learning & Development – Tuition reimbursement up to $4,000 CAD for courses through the SkillsWave Program, plus paid time off for exam preparation.
• Home Office Stipend – Reimbursement for home‑office equipment and high‑speed internet.
• Employee Referral Program – Bonuses for successful referrals that help us grow our talent pool.
• Volunteer Days – Two paid days per year to support community service or charitable causes.
• Social & Team Events – Company‑wide retreats, virtual game nights, and local meet‑ups to build camaraderie.

How to Apply

We value diversity and encourage all qualified candidates to apply, even if you feel you don’t meet every single requirement. At brighthush, we believe in nurturing talent and providing growth opportunities for those who are passionate, curious, and ready to make a difference.

Ready to shape the future of higher education? Submit your application through our careers portal and join a team that is committed to transforming learning for millions of students worldwide.