Senior Customer Success Manager – Strategic Value & Renewal Leadership at brighthush

About brighthush

brighthush is a leading technology partner in the education sector, delivering innovative, cloud‑based solutions that empower schools, districts, and higher‑education institutions to transform learning experiences. With a mission to unlock the full potential of every student, brighthush blends data‑driven insights, intuitive design, and a customer‑first mindset to create products that scale with the evolving needs of modern education.

Our culture is built on collaboration, continuous learning, and a shared commitment to impact. We celebrate diversity, encourage bold ideas, and reward results that drive real value for our customers. As a fast‑growing organization, we offer a dynamic work environment where your voice matters and your career can evolve alongside the company’s success.

Role Overview

The Senior Customer Success Manager (CSM) at brighthush is more than a relationship manager – you are the trusted advisor, value orchestrator, and internal quarterback who ensures our customers realize and sustain measurable value from their investment. Your focus will be on outcome alignment, value realization, renewal readiness, and long‑term partnership growth. You will partner with cross‑functional teams to align customers’ strategic goals with brighthush’s solutions and capabilities, driving adoption, engagement, and expansion.

Key Responsibilities

• Value Definition & Planning – Partner with customers and the Account Team to clearly define desired outcomes, success criteria, and value metrics aligned to 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 Management – Identify adoption gaps, usage trends, and risks; coordinate with internal stakeholders to close gaps and keep plans on track.
• Relationship Health & Executive Reviews – Co‑lead Executive Business Reviews (EBRs) focused on value delivered, usage insights, customer health, risks, and forward‑looking initiatives.
• Renewal Readiness & Growth Enablement – Drive renewal readiness by ensuring accurate health signals, documented value realization, clear risks, and mitigation plans before renewal cycles.
• Expansion Enablement – Identify, shape, and support expansion opportunities through insight‑led conversations, adoption analysis, and unmet needs identification, partnering with Sales for commercial execution.
• Operational Excellence & Governance – Maintain disciplined CRM/CSP hygiene, lead internal risk and account reviews, and streamline workflows to reduce escalations and reactive fire drills.

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

Knowledge

• Strong understanding of Customer Success principles, including value realization, adoption management, customer health, and lifecycle management in a SaaS environment.
• 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.

Skills

• 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.

Abilities

• Build trust‑based relationships with executive sponsors and day‑to‑day stakeholders.
• Anticipate customer needs, identify gaps, and proactively drive action.
• Navigate ambiguity and operate effectively in a fast‑paced, evolving environment.
• Balance customer advocacy with company objectives and commercial realities.
• Collaborate effectively across teams and adapt communication style to varied audiences.

Experience & Education

• Bachelor’s degree or equivalent practical experience (required).
• 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.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the solutions we build. As a Senior CSM, you will:

• Progress to Director of Customer Success, overseeing a portfolio of high‑value accounts.
• Transition into Product Management or Customer Experience Leadership, shaping the roadmap based on real‑world customer insights.
• Lead cross‑functional initiatives that influence product development, sales strategy, and partner ecosystems.
• Participate in executive‑level strategy sessions, gaining exposure to senior leadership and industry trends.
• Access continuous learning resources, including certifications, workshops, and mentorship programs.

Work Environment & Culture

brighthush embraces a flexible, hybrid work model that supports work‑life balance while fostering collaboration. You’ll enjoy:

• Remote work options with a supportive virtual community.
• Quarterly in‑person retreats and team‑building events.
• A culture that values transparency, data‑driven decision making, and rapid experimentation.
• Inclusive hiring practices that celebrate diverse perspectives and backgrounds.
• Employee resource groups that empower underrepresented voices.

Compensation & Benefits

We offer a competitive total‑reward package that reflects your expertise and the impact you bring to brighthush:

• Base salary range: CAD 84,600 – 105,800 per year (subject to market, experience, and qualifications).
• Performance‑based bonus structure tied to customer health, renewal success, and expansion metrics.
• Comprehensive benefits plan: Health, Dental, Vision, Employee Assistance Program (EAP), Life Insurance, AD&D, STD, and LTD.
• Retirement savings plan with employer matching and additional RRSP contributions.
• Generous Paid Time Off (PTO) and paid community/volunteer time off.
• Health & Wellness programs, including gym memberships, mental health resources, and wellness stipends.
• Tuition and professional development reimbursement for courses, certifications, and conferences.
• Flexible work hours and remote work flexibility.

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 all employees to deliver the best results for our customers. If you have a disability and need an accommodation during the recruiting process, please let us know by emailing [email protected].

How to Apply

Ready to join a team that is redefining education technology and delivering measurable value to schools worldwide? Submit your application through our careers portal and become a part of brighthush’s mission to empower every learner.