Senior Customer Success Manager – Higher Education Partnerships & Adoption Lead for US Region at brighthush

About brighthush

brighthush is a trailblazing education technology company that empowers universities, colleges, and learning institutions to transform teaching and learning at scale. With a portfolio of more than 200 higher‑education partners worldwide, we deliver innovative, data‑driven tools that help educators design engaging courses, streamline assessment, and foster meaningful student‑faculty interactions. Our mission is simple: make good teaching possible for every learner, no matter where they study.

Why This Role Matters

As the first Customer Success Manager to spearhead brighthush’s presence in the Americas, you will be the linchpin that connects our cutting‑edge products to the unique needs of U.S. higher‑education institutions. Your work will shape how universities adopt, integrate, and champion our solutions, influencing curriculum design, faculty development, and student success across the country. You’ll collaborate with faculty, instructional designers, and senior leadership to ensure that every partnership thrives from initial training through renewal and expansion.

Key Responsibilities

• Portfolio Ownership – Manage a diverse book of U.S. partner institutions, guiding them through the entire lifecycle: onboarding, adoption, renewal, and expansion.
• Adoption & Analytics – Monitor usage metrics, translate data into actionable adoption plans, and deliver clear, data‑rich reports that help partners maximize value.
• Training & Enablement – Conduct engaging demos and workshops for faculty, instructional designers, and administrators, offering pedagogical guidance and product best practices.
• Relationship Building – Cultivate trust across all levels of each institution—from instructors to provosts—while nurturing internal champions who advocate for brighthush when you’re not on campus.
• Revenue Growth – Identify upsell and cross‑sell opportunities, partnering with the U.S. Account Executive to lead expansion conversations and secure new revenue streams.
• Field Presence – Travel to partner campuses and industry events (up to 20% of your time) to represent brighthush, gather feedback, and strengthen community ties.
• Product Feedback Loop – Relay partner insights and evidence‑based suggestions to the Product team, influencing roadmap decisions and feature enhancements.
• CRM Stewardship – Maintain accurate, up‑to‑date records in HubSpot, ensuring that renewal forecasts and at‑risk accounts are transparent and actionable for the entire team.

Essential Qualifications

• Minimum 3 years of experience in account management, customer success, or partner management within higher education or a SaaS environment.
• Proven track record of closing renewals, including complex negotiations and multi‑year contracts.
• Comfortable engaging with faculty, instructional designers, and C‑level leaders independently.
• Rapid learner of sophisticated software; ability to explain LMS integrations (Canvas, Blackboard, Moodle, D2L Brightspace) to non‑technical audiences.
• Self‑driven book management: prioritize, identify risk early, and act decisively without constant oversight.
• Strong negotiation skills, calm under pressure, and evidence‑based decision making.
• Resilience in the face of slow progress; ability to differentiate between “not working yet” and “not working at all.”
• Excellent written and verbal communication; transparent risk reporting.
• Familiarity with U.S. higher‑education procurement, accessibility standards, and academic calendars is a plus.
• Experience using HubSpot or similar CRM platforms.
• Based in the Eastern or Central U.S. time zone, authorized to work in the U.S. without sponsorship, available 40 hours per week, and able to travel up to 20% of the time.

Preferred Qualifications

• Prior experience working with Canvas, Blackboard, Moodle, or D2L Brightspace.
• Knowledge of U.S. higher‑education procurement processes, accessibility requirements, and academic calendar constraints.
• Experience in a remote, distributed team environment spanning multiple time zones.
• Background in instructional design or pedagogy, providing deeper insight into faculty needs.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Data‑Driven Decision Making – Translate analytics into actionable plans that drive adoption and revenue.
• Relationship Management – Build and sustain trustful, long‑term partnerships across diverse stakeholder groups.
• Communication – Articulate complex concepts clearly to both technical and non‑technical audiences.
• Problem Solving – Identify root causes of adoption challenges and propose effective solutions.
• Adaptability – Thrive in a fast‑moving, evolving environment with shifting priorities.
• Collaboration – Work seamlessly with product, sales, legal, and marketing teams to deliver a unified customer experience.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous growth. As the region’s pioneer, you’ll have the chance to shape the U.S. strategy, influence product development, and mentor future Customer Success leaders. We provide:

• Structured mentorship from senior leaders, including the VP Customer Success.
• Annual learning budget of $550 and 3 paid L&D days to pursue certifications, conferences, or courses.
• Opportunities to transition into senior leadership roles such as Director of Customer Success or Head of U.S. Partnerships.
• Cross‑functional projects that expose you to product, sales, and marketing teams.

Work Environment & Culture at brighthush

Our culture is built on autonomy, trust, and collaboration. With a fully remote model, you’ll enjoy flexibility while staying connected to a global team spanning Europe, APAC, and Amsterdam. We celebrate diversity, champion mental health, and encourage a healthy work‑life balance. You’ll be part of a community that values:

• Open communication and transparent decision making.
• Innovation and experimentation to solve real‑world educational challenges.
• Continuous feedback loops that empower every team member.
• Inclusive practices that welcome people from all backgrounds.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and support your well‑being:

• Base salary of $85,000 plus a performance‑based commission structure.
• 401(k) plan with employer match.
• Comprehensive health, dental, and vision insurance (50% contribution toward spouse and children).
• 25 days of paid time off (vacation + sick).
• One paid day off on your birthday.
• Three paid volunteering days per year.
• Unlimited access to mental health support via OpenUp.
• Company‑issued laptop and fully remote work setup.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by law.

Ready to Make an Impact?

If you’re passionate about transforming higher‑education learning experiences, thrive in a dynamic, remote environment, and are ready to lead brighthush’s expansion into the U.S. market, we’d love to hear from you. Join us and help shape the future of education technology while building a rewarding career with a company that values innovation, collaboration, and personal growth.