Senior Customer Success Manager – SaaS & EdTech Solutions – Championing Client Success & Growth at brighthush

About brighthush

At brighthush, we’re redefining the way educational institutions and enterprises secure and manage their digital learning environments. With a portfolio of cutting‑edge SaaS products that blend live support, AI‑driven analytics, and seamless integration, we empower over 400 partners worldwide to deliver secure, engaging, and scalable learning experiences. Our mission is simple yet powerful: to make every online interaction safe, intuitive, and transformative. As a fast‑growing, customer‑centric organization, we thrive on innovation, collaboration, and a relentless focus on delivering measurable value to our clients.

Why Join brighthush?

When you become part of brighthush, you’re not just taking a job—you’re stepping into a culture that celebrates curiosity, embraces diversity, and rewards bold ideas. Our remote‑first model gives you the flexibility to work from anywhere in the United States while staying connected to a vibrant community of product, engineering, and support specialists. We invest heavily in professional development, offering access to industry conferences, certification programs, and a robust internal learning platform. Whether you’re a seasoned customer success leader or an ambitious professional looking to scale your impact, brighthush provides the resources, mentorship, and autonomy to grow your career and shape the future of EdTech.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for our most strategic clients. You’ll own the full customer lifecycle—from onboarding and adoption to renewal and expansion—ensuring that each client not only achieves but exceeds their desired outcomes. Your deep understanding of SaaS operations, combined with a passion for data‑driven problem solving, will help us maintain our reputation as the industry’s most reliable partner for secure, AI‑enhanced learning solutions.

Key Responsibilities

• Client Relationship Stewardship: Build and nurture long‑term relationships with C‑suite executives, IT directors, and academic leaders, positioning yourself as the single point of contact for all strategic initiatives.
• Onboarding & Adoption Leadership: Design and execute comprehensive onboarding roadmaps that accelerate time‑to‑value, ensuring clients fully leverage our platform’s capabilities from day one.
• Customer Satisfaction & Advocacy: Monitor CSAT, NPS, and usage metrics to proactively identify upsell opportunities, mitigate churn risks, and champion client success stories across the organization.
• Data‑Driven Insights: Analyze usage data, support tickets, and market trends to provide actionable recommendations that improve product adoption and customer health.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing teams to relay customer feedback, influence roadmap priorities, and co‑create value‑add content.
• Contract & Renewal Management: Lead renewal negotiations, upsell discussions, and contract renewals, consistently achieving or surpassing renewal targets.
• Travel & On‑Site Engagement: Conduct 35‑40% travel to client campuses, partner sites, and industry events to strengthen relationships and gather on‑ground insights.
• Team Leadership & Mentorship: Mentor junior CS team members, fostering a culture of continuous improvement, knowledge sharing, and high performance.

Essential Qualifications

• Bachelor’s Degree: Business, Marketing, Education, or a related discipline.
• Experience: Minimum of 5 years in customer success, account management, or a related role within SaaS or EdTech environments.
• Communication Excellence: Exceptional written and verbal communication skills, capable of translating complex technical concepts into clear, actionable insights for diverse audiences.
• Analytical Mindset: Proficiency in data analysis tools (e.g., Excel, SQL, Tableau) and a proven track record of using data to drive decision‑making and customer outcomes.
• Problem‑Solving Acumen: Ability to diagnose issues quickly, develop creative solutions, and implement best practices that enhance customer satisfaction.
• Travel Flexibility: Willingness and ability to travel 35‑40% of the time to client sites and industry events.
• Leadership Presence: Demonstrated experience leading cross‑functional initiatives and influencing stakeholders at all levels.

Preferred Qualifications

• Advanced degree (MBA, MS) in a relevant field.
• Experience managing enterprise‑scale accounts with high‑value contracts.
• Familiarity with AI‑driven analytics and security compliance standards in education.
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Track record of driving revenue growth through upsell and cross‑sell initiatives.
• Multilingual capabilities, especially in Spanish or Mandarin, to serve a global client base.

Core Skills & Competencies

• Strategic Thinking: Ability to align client goals with brighthush’s product roadmap and business objectives.
• Relationship Building: Strong interpersonal skills that foster trust and long‑term partnerships.
• Project Management: Proven ability to manage multiple client initiatives simultaneously while meeting deadlines.
• Customer‑Centric Mindset: Passion for delivering exceptional service and exceeding client expectations.
• Adaptability: Comfortable navigating a fast‑paced, evolving technology landscape.
• Collaboration: Team player who thrives in cross‑functional environments and shares knowledge freely.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As a Senior Customer Success Manager, you’ll have the chance to:

• Progress to a Director of Customer Success role, overseeing a global CS organization.
• Lead strategic initiatives that shape product development, go‑to‑market strategies, and partner ecosystems.
• Participate in executive‑level discussions, influencing company direction and innovation.
• Access to continuous learning resources, including internal workshops, external certifications, and industry conferences.
• Mentor and coach junior team members, building a legacy of excellence and empowerment.

Work Environment & Culture

Our remote‑first model means you can work from anywhere in the United States, while still enjoying the camaraderie of a tight‑knit team. We celebrate a culture of transparency, inclusivity, and accountability. Regular virtual town halls, hackathons, and wellness initiatives keep us connected and energized. At brighthush, we believe that a supportive environment fuels innovation, and we’re committed to fostering a workplace where every voice is heard and every idea has the potential to transform the EdTech landscape.

Compensation & Benefits

We offer a competitive base salary range of USD 115,000 – 125,000 per year, commensurate with experience and performance. In addition to a robust benefits package, you’ll enjoy:

• 401(k) matching to help secure your financial future.
• Generous paid time off (PTO) and flexible vacation policies.
• Health, dental, and vision insurance plans.
• Professional development stipend and reimbursement for certifications.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.
• Wellness programs, including mental health resources and virtual fitness classes.
• Annual company retreats and team‑building events.

How to Apply

If you’re ready to lead transformative customer journeys, drive measurable impact, and grow alongside a forward‑thinking EdTech pioneer, we’d love to hear from you. Submit your application through our careers portal or reach out directly to our recruiting team at [email protected]. Join brighthush and help shape the future of secure, AI‑enhanced learning for institutions worldwide.