Senior Customer Success Manager – K‑12 Schools (Small & Mid‑Market) – Remote – Driving Student Success, Growth, and Adoption in EdTech Solutions at brighthush

About brighthush

brighthush is a trailblazing force in the EdTech arena, redefining how schools, teachers, and students connect with technology. With a mission to empower every learner’s journey, we deliver a suite of safety, wellness, and engagement tools that are trusted by more than 20,000 schools and 20 million students worldwide. Recognized in the EdTech Top 40 Report, brighthush is the go‑to partner for institutions that demand reliable, data‑driven solutions at scale.

Every day, our platform processes over 1.1 billion web requests and 54 TB of data, enabling educators to focus on what matters most: teaching. Our blend of cutting‑edge technology and mission‑driven culture means that every team member, from engineering to customer success, plays a pivotal role in shaping the future of digital learning.

Why Join the brighthush Remote Talent Community?

We’re not just hiring a Customer Success Manager; we’re looking for a partner who can help us scale impact while maintaining the personal touch that sets us apart. If you thrive in a high‑volume, process‑oriented environment and are passionate about driving product adoption across schools, we want to hear from you.

By joining our Remote Talent Community, you’ll:

• Be the first to know about full‑time openings on our Small & Mid‑Market CSM team.
• Receive priority consideration for roles that match your skills and career aspirations.
• Gain access to exclusive learning resources, webinars, and industry insights.
• Connect with a network of like‑minded professionals who share a commitment to educational impact.

Role Overview: Senior Customer Success Manager – Small & Mid‑Market

As a Senior Customer Success Manager at brighthush, you will be the strategic partner for a portfolio of 200–400 K‑12 schools. Your focus will be on ensuring seamless onboarding, maximizing product adoption, and driving renewal and expansion opportunities—all through a digital‑first, tech‑touch approach.

Key Responsibilities

• Account Management: Own the end‑to‑end customer journey for a high‑volume portfolio, ensuring satisfaction, retention, and continuous value realization.
• Onboarding & Enablement: Design and execute scalable onboarding workflows that reduce time‑to‑value for new schools, leveraging automated check‑ins, in‑app guidance, and self‑service resources.
• Renewal & Expansion: Identify upsell opportunities and collaborate with sales to secure renewals and expansion revenue, turning satisfied customers into long‑term partners.
• Data‑Driven Insights: Leverage analytics tools to monitor health scores, usage patterns, and churn risk, translating data into actionable plans.
• Customer Advocacy: Build strong relationships with key stakeholders, turning satisfied customers into brand advocates through case studies, webinars, and community events.
• Process Improvement: Continuously refine workflows, documentation, and automation to increase efficiency and scalability.
• Thought Leadership: Represent brighthush at industry events, webinars, and user groups to share best practices and gather feedback.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Sales to relay customer insights and influence roadmap decisions.

Essential Qualifications

• 3+ years of experience in a Customer Success or SaaS customer‑facing role, preferably within EdTech or a high‑growth technology company.
• Proven track record managing 200–400 accounts with a digital engagement model.
• Hands‑on experience with brighthush, brighthush, and customer marketing platforms.
• Strong analytical mindset: ability to interpret data, generate insights, and translate them into actionable plans.
• Excellent written and verbal communication skills, with the ability to craft clear, concise, and persuasive messaging.
• Self‑motivated, organized, and comfortable working independently in a remote‑first environment.
• Proficiency in using CRM and analytics tools to drive decision‑making.

Preferred Qualifications

• Experience working with K‑12 school cycles, budgets, and decision‑making processes.
• Background in building and scaling tech‑touch workflows (e.g., automated check‑ins, in‑app guidance, and self‑service resources).
• Knowledge of student wellness and safety tools, and a passion for improving educational outcomes.
• Experience with customer marketing initiatives such as case studies, webinars, and community events.
• Familiarity with educational data standards (e.g., Common Data Set, SIF) and privacy regulations (FERPA, GDPR).

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for educators and a commitment to delivering measurable value.
• Tech‑Savvy: Comfortable navigating multiple SaaS platforms and automating routine tasks.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Collaboration: Works seamlessly with Sales, Product, and Engineering to align on customer goals.
• Adaptability: Thrives in a fast‑moving, evolving environment and embraces change.
• Project Management: Skilled at prioritizing tasks, setting timelines, and delivering on commitments.
• Data Literacy: Comfortable interpreting dashboards, generating reports, and presenting findings.

About the Team

The Small & Mid‑Market Customer Success team at brighthush is a tight‑knit group of 12 highly motivated professionals who share a single mission: to help schools unlock the full potential of our platform. We operate in a fully remote environment, but we maintain a strong sense of community through weekly virtual huddles, quarterly off‑site retreats, and an internal Slack workspace that encourages spontaneous collaboration.

Your Impact

In this role, you will directly influence the educational outcomes of thousands of students by ensuring that schools are fully equipped to use brighthush’s safety and wellness tools. Your work will:

• Reduce the time it takes for a new school to become fully productive by 30%.
• Increase overall product adoption rates by 25% across your portfolio.
• Drive a 15% lift in renewal rates through proactive engagement and upsell initiatives.
• Contribute to the creation of a knowledge base that serves as the go‑to resource for educators worldwide.
• Generate compelling case studies that showcase real‑world impact and fuel marketing efforts.

Success Metrics & KPIs

We measure success by the tangible impact you create. Key performance indicators include:

• Net Promoter Score (NPS) for your portfolio.
• Renewal rate and expansion revenue.
• Time‑to‑value for new schools.
• Customer health score trends.
• Number of customer advocacy stories published.
• Adoption of new features and modules.

Technology & Tools

As a Customer Success Manager, you will work with a robust tech stack designed to streamline your workflow:

• CRM & Analytics: brighthush, brighthush, and brighthush.
• Communication: brighthush, brighthush, and brighthush.
• Productivity: brighthush, brighthush, and brighthush.
• Customer Marketing: brighthush, brighthush, and brighthush.

Learning & Development

At brighthush, continuous learning is part of our DNA. We offer:

• Monthly “Lunch & Learn” sessions featuring industry experts.
• Access to an internal learning portal with courses on product knowledge, sales enablement, and leadership.
• Annual stipend of $1,000 for external certifications, conferences, or workshops.
• Mentorship programs pairing you with senior leaders across the organization.
• Regular feedback loops and performance reviews to guide career growth.

Career Growth & Advancement

We believe in promoting from within. As you grow, you can explore the following career paths:

• Senior Customer Success Manager – leading a larger portfolio and mentoring junior CSMs.
• Team Lead – overseeing a group of CSMs and driving cross‑functional initiatives.
• Director of Customer Success – shaping strategy, policy, and culture for the entire customer success organization.
• Product Management or Customer Experience roles – leveraging your deep customer insights to influence product direction.
• Enterprise Account Executive – transitioning to a sales‑focused role with a deep understanding of the customer journey.

Work Environment & Culture

brighthush is a remote‑first company built on trust, flexibility, and impact. Our culture is defined by:

• Trust & Autonomy: You’re empowered to make decisions and own your work.
• Collaboration: Regular virtual town halls, team stand‑ups, and cross‑departmental initiatives keep us connected.
• Impact: Every action you take directly influences student safety and learning outcomes.
• Inclusivity: We celebrate diverse perspectives and foster an environment where everyone can thrive.
• Well‑Being: Flexible work hours, mental health resources, and a culture of “no‑meeting” days to protect your focus.
• Community: Quarterly off‑site retreats, virtual coffee chats, and a vibrant internal Slack community.

Compensation & Benefits

While the role is currently a talent community expression of interest, future full‑time hires can expect:

• Competitive base salary commensurate with experience.
• Performance‑based incentives tied to renewal and expansion metrics.
• Comprehensive medical, dental, and vision coverage.
• 401(k) with company match.
• 12 weeks of fully paid parental leave.
• Unlimited PTO, 13 U.S. company‑paid holidays, and a one‑week paid winter break.
• Remote‑first flexibility with a focus on work‑life balance.
• Annual professional development stipend.
• Access to wellness programs and mental health support.

How to Apply

Ready to join a mission‑driven team that’s changing the face of education? Submit your resume and complete our brief application. We’ll ask a few key questions to help you showcase:

• Your experience managing a high volume of accounts in EdTech or SaaS.
• The tools and strategies you use to drive scaled engagement.
• The type of CSM role you’d be most excited to explore in the future.
• Examples of how you have turned data insights into actionable customer success plans.

Once you apply, you’ll be added to the brighthush Talent Community and considered for future 100% remote openings that align with your skills and career goals.

Equal Opportunity Employer

brighthush is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.

Thank you for your interest in brighthush. We look forward to exploring how your expertise can help us empower schools and students worldwide.