Senior Customer Success Manager – Strategic Partnerships, Value Realization & Renewal Excellence at brighthush

About brighthush

brighthush is a leading innovator in education technology, empowering schools and districts across North America to transform learning through data‑driven insights, adaptive learning platforms, and seamless integration with classroom tools. With a mission to unlock every student’s potential, brighthush partners with educators, administrators, and technology teams to deliver measurable outcomes that improve student achievement, streamline operations, and drive long‑term success.

Why Join brighthush?

At brighthush, you’ll be part of a culture that values curiosity, collaboration, and continuous improvement. We champion a customer‑centric mindset, encouraging every team member to think strategically about how our solutions create real value for schools and districts. Our growth‑oriented environment offers ample opportunities for professional development, cross‑functional projects, and leadership pathways. Whether you’re a seasoned customer success professional or an emerging leader, brighthush provides the resources, mentorship, and autonomy to shape your career and make a lasting impact.

Role Overview

The Senior Customer Success Manager (CSM) at brighthush is a trusted advisor, value orchestrator, and internal quarterback. You will partner with customers to align their strategic goals with brighthush’s solutions, ensuring they realize and sustain measurable value from their investment. Your focus will span outcome alignment, value realization, renewal readiness, and long‑term partnership growth, driving both customer satisfaction and business expansion.

Key Responsibilities

• Value Definition & Planning – Partner with customers and the Account Team to define desired outcomes, success criteria, and value metrics that align with district goals and strategic initiatives.
• Value Orchestration & Delivery – Lead cross‑functional teams (Support, Professional Services, Product, Sales, State/Alliance) to ensure timely issue resolution, adoption progress, and value delivery.
• Structured Adoption Programs – Design and execute adoption roadmaps tailored to customer maturity, product footprint, and implementation stage.
• Proactive Gap Analysis – Identify adoption gaps, usage trends, and risks; coordinate with internal stakeholders to develop green‑light plans.
• Relationship Health & Executive Engagement – Co‑lead Executive Business Reviews (EBRs) with Sales, focusing on value delivered, usage insights, customer health, risks, and forward‑looking initiatives.
• Health Forecasting & Risk Management – Use data analytics to forecast customer health, identify attrition risk, and recommend mitigation strategies.
• Advocacy & Feedback Loop – Act as a strong customer advocate, providing actionable insights to influence product and service improvements.
• Renewal Readiness & Growth Enablement – Drive renewal readiness by ensuring accurate health signals, documented value realization, and clear risk mitigation plans.
• Strategic Expansion Enablement – Identify and nurture expansion opportunities through insight‑led conversations, adoption analysis, and unmet needs identification, partnering with Sales for commercial execution.
• Operational Excellence & Governance – Maintain disciplined CRM and Customer Success Platform hygiene, lead internal risk and account reviews, and ensure data accuracy and completeness.

What Success Looks Like

• Customers consistently reach or exceed adoption, usage, and value‑realization goals across their brighthush solution footprint.
• Customer health scores trend positively, with reduced risk, engaged executive sponsors, and strong alignment to district outcomes.
• Renewal readiness is consistently achieved, with early risk identification, accurate health forecasting, and compelling value documentation.
• Expansion opportunities are proactively identified and progressed through value‑based insights and partnership with Sales.
• Cross‑functional workflows operate efficiently, with decreasing escalations, aging issues, and reactive fire drills.
• Customer Success Plans and EBRs are current, delivered on time, and aligned with product roadmaps and district initiatives.
• CRM/CSP data is accurate, complete, and ready for inspection at any time.

Essential Qualifications

• Strong understanding of Customer Success principles in a SaaS environment, including value realization, adoption management, customer health, and lifecycle management.
• Experience working within complex, multi‑stakeholder customer organizations, preferably in K–12, public sector, or enterprise environments.
• Familiarity with renewal motions, value‑based selling concepts, and expansion enablement in partnership with Sales.
• Working knowledge of CRM platforms (e.g., Salesforce) and customer success tools for health scoring, usage analysis, and risk management.
• Bachelor’s degree or equivalent practical experience.
• 5+ years of experience in Customer Success, Account Management, Consulting, or a related customer‑facing role in a SaaS or technology‑enabled environment.
• Experience managing renewals, strategic accounts, and executive stakeholders strongly preferred.

Preferred Skills & Competencies

• Ability to define, articulate, and measure customer value, translating product capabilities into customer outcomes.
• Strong orchestration and influence skills to align cross‑functional teams without direct authority.
• Executive‑level communication and presentation skills, including leading value‑focused QBRs/EBRs and strategic planning discussions.
• Analytical skills to interpret usage data, support trends, and sentiment signals to proactively identify risk and opportunity.
• Strong planning and organizational skills, managing multiple strategic accounts and priorities simultaneously.
• Clear, disciplined documentation and CRM hygiene practices.
• Ability to build trust‑based relationships with executive sponsors and day‑to‑day stakeholders.
• Ability to anticipate customer needs, identify gaps, and proactively drive action.
• Ability to navigate ambiguity and operate effectively in a fast‑paced, evolving environment.
• Ability to balance customer advocacy with company objectives and commercial realities.
• Ability to collaborate effectively across teams and adapt communication style to varied audiences.

Career Growth & Learning Opportunities

As a Senior CSM at brighthush, you will:

• Lead high‑impact initiatives that shape the future of our customer success strategy.
• Mentor junior CSMs and cross‑functional teammates, fostering a culture of knowledge sharing.
• Participate in leadership development programs, including executive coaching, strategic project leadership, and advanced analytics training.
• Engage in product development cycles, providing customer insights that drive roadmap decisions.
• Explore opportunities to transition into Customer Success Leadership, Product Management, or Sales Enablement roles.

Work Environment & Company Culture

brighthush values:

• Collaboration – Open communication across teams, fostering a sense of shared purpose.
• Innovation – Encouraging experimentation, data‑driven decision making, and continuous improvement.
• Inclusivity – A diverse workforce where every voice is heard and respected.
• Work‑Life Balance – Flexible work arrangements, generous paid time off, and support for personal well‑being.
• Professional Growth – Tuition reimbursement, certification support, and access to industry conferences.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary range: competitive within the SaaS customer success market.
• Performance‑based bonuses tied to customer health, renewal, and expansion metrics.
• Comprehensive benefits plan covering health, dental, vision, life insurance, and disability.
• Retirement savings plan with employer matching.
• Generous paid time off, including vacation, sick leave, and paid community/volunteer days.
• Health & wellness programs, including gym memberships, mental health resources, and wellness stipends.
• Tuition and professional development reimbursement.
• Employee referral bonuses and recognition programs.

EEO Commitment

brighthush is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. Our inclusive culture empowers brighthushers to deliver the best results for our customers. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing [email protected].

How to Apply

Ready to drive value and shape the future of education technology? Submit your application through our careers portal or click the link below to apply directly.