Senior Customer Success Manager – Value‑Driven Partnership & Renewal Champion at brighthush

About brighthush

brighthush is a leading technology partner that empowers educational institutions to unlock the full potential of their digital learning ecosystems. With a portfolio of award‑winning, cloud‑native solutions, we help schools, districts, and higher‑education organizations transform teaching, learning, and administration through data‑driven insights, seamless integrations, and a user‑centric experience. Our mission is simple: enable every learner to thrive in a connected, personalized, and equitable environment. At brighthush, we celebrate curiosity, collaboration, and continuous improvement, and we’re looking for a Senior Customer Success Manager who shares our passion for driving measurable impact.

Role Overview

The Senior Customer Success Manager (CSM) at brighthush is the trusted advisor who ensures our customers realize, sustain, and expand the value of their investment. This role goes beyond traditional account management; it is a strategic partnership that aligns customer goals with brighthush’s product roadmap, cross‑functional capabilities, and long‑term growth objectives. You will orchestrate value delivery, champion adoption, and lead renewal readiness while fostering a culture of continuous improvement and customer advocacy.

Key Responsibilities

• Value Definition & Planning: Partner with customers and the Account Team to articulate desired outcomes, success criteria, and value metrics that align with district or institutional goals.
• Value Orchestration & Delivery: Lead cross‑functional teams—Support, Professional Services, Product, Sales, and State/Alliance—to ensure timely issue resolution, adoption progress, and value realization.
• 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; collaborate with internal stakeholders to develop green‑plan actions.
• Relationship Health & Executive Engagement: Co‑lead Executive Business Reviews (EBRs) with Sales, focusing on value delivered, usage insights, and risk mitigation.
• Renewal Readiness & Growth Enablement: Drive renewal readiness by documenting value, forecasting health, and collaborating with Sales to craft compelling renewal narratives.
• Expansion Enablement: Identify and nurture expansion opportunities through data‑driven insights and partnership with Sales.
• Operational Excellence: Maintain disciplined CRM/CSP hygiene, lead risk and account reviews, and ensure data accuracy for real‑time insights.

Success Metrics

Success in this role is measured by:

• Customers consistently achieving or exceeding adoption, usage, and value‑realization goals.
• Positive trend in customer health scores, reduced churn risk, and engaged executive sponsors.
• Renewal readiness achieved with accurate health forecasting and compelling value documentation.
• Proactive identification and progression of expansion opportunities.
• Efficient cross‑functional workflows with minimal escalations and high customer satisfaction.
• Accurate, up‑to‑date CRM/CSP data that supports strategic decision‑making.

Essential Qualifications

Knowledge

• Deep understanding of Customer Success principles—value realization, adoption management, customer health, and lifecycle management in a SaaS environment.
• Experience working within complex, multi‑stakeholder organizations, preferably in K‑12, public sector, or enterprise settings.
• Familiarity with renewal motions, value‑based selling, 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 & Competencies

• Ability to define, articulate, and measure customer value, translating product capabilities into tangible 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.
• Analytical acumen to interpret usage data, support trends, and sentiment signals for proactive risk and opportunity identification.
• Excellent planning and organizational skills to manage 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 drive action.
• Navigate ambiguity and operate effectively in a fast‑paced, evolving environment.
• Balance customer advocacy with company objectives and commercial realities.
• Collaborate across teams and adapt communication style to varied audiences.

Experience & Education

• Bachelor’s degree or equivalent practical experience (required).
• 5+ years 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 Qualifications

• Prior experience in the education technology sector or public‑sector SaaS solutions.
• Proven track record of driving adoption, renewal, and expansion in a multi‑product portfolio.
• Experience with data‑driven value frameworks and customer health scoring models.
• Knowledge of state or district procurement processes and compliance requirements.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As a Senior CSM, you will:

• Lead high‑impact initiatives that shape product strategy and customer experience.
• Mentor junior CSMs and cross‑functional teammates, fostering a culture of knowledge sharing.
• Participate in leadership forums, contributing insights that influence company direction.
• Access continuous learning programs—certifications, workshops, and industry conferences—to deepen your expertise.
• Explore lateral moves into Product Management, Sales Enablement, or Strategic Partnerships based on your interests.

Work Environment & Culture at brighthush

Our culture is built on four pillars:

• Customer‑First Mindset: Every decision is driven by the goal of delivering measurable value to our customers.
• Collaboration & Transparency: Open communication across teams ensures agility and shared ownership.
• Innovation & Continuous Improvement: We encourage experimentation, data‑backed decision‑making, and rapid iteration.
• Diversity & Inclusion: We celebrate diverse perspectives and create an inclusive environment where everyone can thrive.

Our hybrid work model blends remote flexibility with occasional in‑office collaboration, empowering you to balance productivity and connection. We celebrate achievements with regular recognition events, hackathons, and community outreach initiatives.

Compensation & Benefits

brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer success metrics and company goals.
• Comprehensive benefits plan covering health, dental, vision, and life insurance.
• Retirement savings plan with employer matching.
• Generous paid time off (PTO) and paid community/volunteer time.
• Health & wellness programs, including mental health resources and fitness stipends.
• Tuition reimbursement and professional development budget for certifications, conferences, and courses.

Diversity & Inclusion Commitment

brighthush is an equal‑opportunity employer that values diversity, equity, and inclusion. We actively foster an environment where all employees feel respected, supported, and empowered to contribute their best. If you require accommodations during the hiring process, please let us know at [email protected].

How to Apply

Ready to join a team that is redefining educational technology and delivering real value to schools and districts? Submit your application through our careers portal and let’s explore how you can help shape the future of learning at brighthush.