Senior Customer Success Manager – Strategic Adoption & Expansion Lead for Educational Technology – Remote Canada – Spearheading Student Success, Institutional Growth, and Platform Adoption at brighthush

About brighthush

At brighthush, we’re not just a software vendor – we’re a catalyst for the next generation of learning. Our cloud‑based platform unites educators, students, and institutions into a single, intuitive ecosystem that scales effortlessly from a single classroom to a global university network. By blending advanced analytics, adaptive learning pathways, and a vibrant community of educators, we empower every learner to reach their fullest potential. Our mission is simple yet ambitious: democratize knowledge, ignite curiosity, and create learning experiences that are as engaging as they are transformative.

Why brighthush is the Place to Grow Your Career

When you join brighthush, you become part of a movement that is reshaping how people learn and grow. We champion curiosity, impact, collaboration, and integrity. Our remote‑first philosophy means you can work from anywhere in Canada while still enjoying the camaraderie of a tight‑knit team. We value experimentation, transparency, and every voice – because we believe the best ideas come from diverse perspectives.

Competitive Compensation & Performance Incentives

• Base Salary: Competitive, commensurate with experience and expertise.
• Performance Bonuses: Earn bonuses tied to customer satisfaction, retention, and expansion metrics.
• Equity Opportunities: Share in the company’s growth and success.

Generous Paid Time Off & Family Support

• Flexible vacation, personal days, and a holiday calendar that respects your life outside of work.
• Paid parental leave and family support programs.
• Unlimited flexible work hours to accommodate your personal commitments.

Continuous Learning & Professional Growth

• Tuition reimbursement and a professional development stipend.
• Access to industry conferences, workshops, and internal knowledge‑sharing sessions.
• Mentorship programs and leadership workshops to accelerate your career trajectory.

Robust Retirement & Wellness Benefits

• Company‑matched retirement plan contributions.
• Health, dental, and vision insurance plans.
• Company‑sponsored wellness initiatives, including virtual fitness classes and mental health resources.

Global Network & Remote‑First Flexibility

• Collaborate with educators, technologists, and innovators from around the world.
• Optional on‑site hubs in Kitchener and other Canadian cities.
• Remote‑first flexibility that empowers you to work from wherever you thrive.

Role Overview

As a Senior Customer Success Manager at brighthush, you will lead a high‑performing team of Customer Success Specialists, driving adoption, retention, and satisfaction across our educational technology portfolio. You will partner closely with Sales, Product, and Engineering to ensure our clients achieve measurable success and realize the full value of our platform. Your strategic vision, analytical acumen, and coaching prowess will be pivotal in shaping the customer experience and fueling our growth.

Key Responsibilities

• Team Leadership & Coaching: Mentor, train, and inspire a team of 5–7 Customer Success Specialists, fostering a culture of continuous improvement and high engagement.
• Customer Retention & Expansion: Own the end‑to‑end customer journey, proactively identify churn risks, and develop retention strategies that drive upsell and cross‑sell opportunities.
• Account Planning & Strategy: Collaborate with account owners to create detailed, data‑driven account plans that align with client goals and brighthush’s product roadmap.
• Data‑Driven Insights: Leverage analytics tools to monitor usage patterns, satisfaction metrics, and health scores; translate findings into actionable recommendations.
• Stakeholder Collaboration: Serve as the primary liaison between customers and internal teams, ensuring timely resolution of issues and alignment on feature requests.
• Process Optimization: Continuously refine onboarding, training, and support processes to improve efficiency and customer experience.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences; contribute to whitepapers and case studies that showcase customer success stories.
• Reporting & Forecasting: Provide regular reports on retention, renewal, and expansion metrics to senior leadership; forecast revenue impact of customer success initiatives.

Essential Qualifications

• Minimum of 5 years of progressive experience in Customer Success, with at least 2 years in a leadership role within the educational technology sector.
• Proven track record of managing high‑growth accounts and driving measurable customer outcomes.
• Strong analytical mindset with proficiency in data visualization tools and CRM platforms.
• Excellent communication skills—both written and verbal—across all levels of an organization.
• Bachelor’s degree in Education, Business, Computer Science, or a related field; advanced degree preferred.
• Experience with cloud‑based learning management systems is highly desirable.
• Demonstrated ability to coach and develop talent, fostering a culture of accountability and continuous learning.

Preferred Qualifications

• Experience working in a fast‑paced, high‑growth startup environment.
• Knowledge of instructional design principles and learning analytics.
• Fluency in additional languages (e.g., French, Spanish) is a plus.
• Certified Customer Success Manager (CCSM) or similar credential.
• Background in project management or operations, with familiarity in Agile methodologies.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Customer Advocacy: Passion for championing the voice of the customer within the organization.
• Data Literacy: Comfortable turning complex data sets into clear, actionable insights.
• Collaboration: Proven ability to work cross‑functionally with Sales, Product, Engineering, and Marketing.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly.
• Coaching & Mentoring: Skilled at developing talent and building high‑performing teams.
• Problem‑Solving: Strong analytical and creative problem‑solving skills.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As a Senior Customer Success Manager, you will:

• Progress into Director or VP roles within Customer Success or Product Management.
• Lead cross‑functional initiatives that shape the future of educational technology.
• Mentor the next generation of customer success leaders.
• Influence product strategy through deep customer insights.
• Expand your professional network across academia, industry, and technology communities.

Work Environment & Company Culture

brighthush thrives on a culture of curiosity, impact, and collaboration. Our remote‑first model empowers you to work from anywhere in Canada while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Monthly hackathons and innovation challenges.
• Quarterly in‑person retreats at our hubs in Kitchener and other cities.
• Open‑door leadership and transparent decision‑making.
• Inclusive hiring practices and a commitment to diversity and equity.

Compensation, Perks, and Benefits

We offer a comprehensive package that rewards performance, supports well‑being, and encourages growth:

• Competitive base salary with performance‑based bonuses.
• Equity participation to share in the company’s success.
• Health, dental, and vision coverage for you and your family.
• Company‑matched retirement contributions.
• Unlimited paid time off and flexible scheduling.
• Paid parental leave and family support programs.
• Professional development stipend and tuition reimbursement.
• Access to wellness programs, virtual fitness classes, and mental health resources.
• Optional on‑site hubs for collaboration and community building.

Ready to Make an Impact?

If you are a strategic thinker with a passion for education, a proven record of driving customer success, and a desire to lead a high‑performing team, we want to hear from you. Join brighthush and help shape the future of learning while advancing your career in a supportive, innovative, and remote‑first environment.