Senior Customer Success & Retention Executive – Driving Student Success, Leading High‑Performing Teams, and Shaping Strategic Growth in the EdTech Ecosystem at brighthush

About brighthush: Pioneering the Future of Learning

brighthush is more than an EdTech company; it is a global movement that reimagines how teachers and students connect with digital learning. With award‑winning literacy, mathematics, and intervention platforms, we empower educators across the United States—and beyond—to unlock every learner’s potential. Our mission is simple yet profound: transform education through technology, empathy, and relentless curiosity.

Operating on a fully remote, distributed model, we bring together diverse talent from every corner of the world. Quarterly in‑person retreats, continuous learning initiatives, and a culture that celebrates experimentation create an environment where ideas flourish, careers accelerate, and impact is measurable. At brighthush, we believe that the true power of technology lies in the people who use it, and we invest heavily in nurturing that human element.

Why brighthush is the Ideal Destination for Ambitious Leaders

As a member of our Customer Success family, you will be at the forefront of shaping student outcomes and teacher satisfaction. Here’s why brighthush stands out as a destination for forward‑thinking leaders:

• High‑Impact Leadership – Lead a high‑performing team that directly influences student achievement and educator satisfaction.
• Strategic Influence – Own the future of our customer success strategy in a fast‑evolving EdTech landscape.
• Cross‑Functional Collaboration – Partner with Product, Sales, Marketing, and Data Science to deliver holistic, data‑driven solutions.
• Remote Flexibility – Enjoy a fully remote, flexible work model that supports work‑life balance.
• Competitive Compensation – Benefit from a competitive base salary, performance bonuses, and a generous equity program.
• Continuous Learning – Participate in leadership development, technical certifications, and industry conferences.
• Impactful Work – Your decisions will directly influence the learning journeys of thousands of students and the success of educators worldwide.

Key Responsibilities

In the role of Senior Customer Success & Retention Executive, you will serve as the linchpin between our customers and the entire brighthush organization. Your responsibilities span strategic leadership, operational excellence, and a deep commitment to customer advocacy.

• Team Leadership & Development – Build, mentor, and inspire a diverse team of Customer Success Managers, ensuring they have the tools, training, and motivation to exceed performance metrics. This includes conducting regular one‑on‑ones, facilitating skill‑building workshops, and fostering a culture of psychological safety.
• Strategic Customer Success Planning – Design and execute a comprehensive customer success roadmap that aligns with brighthush’s growth objectives and customer lifecycle stages. Translate company vision into actionable plans that drive adoption, engagement, and renewal.
• Retention & Expansion – Drive initiatives that increase customer renewal rates, upsell opportunities, and overall customer lifetime value. Identify high‑potential accounts, craft tailored expansion strategies, and collaborate with Sales to close deals.
• Data‑Driven Decision Making – Leverage our CRM platform, analytics tools, and customer feedback loops to identify trends, forecast churn, and inform proactive interventions. Build dashboards that provide real‑time visibility into key metrics.
• Cross‑Functional Collaboration – Partner with Sales, Product, and Marketing to ensure seamless handoffs, product adoption, and a unified customer experience. Act as the voice of the customer in product road‑mapping sessions.
• Change Management & Process Optimization – Lead continuous improvement projects, streamline workflows, and implement best practices that enhance efficiency and scalability. Champion the adoption of new tools and methodologies.
• Stakeholder Communication – Serve as the primary voice for customer insights in executive meetings, providing actionable recommendations and progress updates. Translate data into compelling narratives that influence strategy.
• Compliance & Risk Management – Ensure all customer interactions adhere to data privacy regulations, industry standards, and internal policies. Maintain rigorous documentation and audit trails.
• Innovation & Thought Leadership – Identify emerging trends in EdTech and customer success, and translate them into actionable strategies that keep brighthush ahead of the curve. Represent the company at conferences and industry forums.

Key Success Metrics

Success in this role will be measured by:

• Customer renewal rate above 95% year‑over‑year.
• Net Promoter Score (NPS) improvement of at least +10 points.
• Upsell revenue growth of 20% within the first 12 months.
• Reduction in churn by 15% through proactive engagement.
• Team engagement score of 90% or higher.

Essential Qualifications

• 7+ years of progressive experience in Customer Success, Account Management, or a related field.
• 5+ years of proven leadership experience, managing teams of 10+ professionals.
• Deep familiarity with CRM platforms and proficiency in data analytics tools.
• Demonstrated success in driving retention, renewal, and expansion metrics in a SaaS or EdTech environment.
• Strong commercial acumen with the ability to translate customer needs into business outcomes.
• Excellent communication, presentation, and interpersonal skills, capable of influencing stakeholders at all levels.
• Proven ability to lead through change, fostering a culture of adaptability and continuous improvement.
• Bachelor’s degree in Business, Education, or a related discipline (MBA preferred).

Preferred Qualifications

• Experience working in the education technology sector, with a focus on K‑12 or higher‑ed solutions.
• Advanced knowledge of customer success metrics (NPS, CSAT, CES) and the ability to build dashboards that track performance.
• Background in data science or analytics, with the ability to interpret complex datasets and translate findings into actionable strategies.
• Experience managing remote or hybrid teams across multiple time zones.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

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 and turning feedback into innovation.
• Analytical Mindset – Strong quantitative skills, comfortable with data‑driven decision making.
• Leadership & Coaching – Proven track record of developing high‑performing teams and fostering a culture of growth.
• Project Management – Expertise in planning, executing, and delivering projects on time and within budget.
• Communication & Influence – Exceptional written and verbal communication skills, with the ability to inspire and persuade at all levels.
• Adaptability & Resilience – Thrive in a fast‑paced, evolving environment and navigate ambiguity with confidence.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the EdTech landscape. We offer:

• Structured leadership development programs that accelerate your path to executive roles.
• Access to industry conferences, workshops, and certifications that keep you at the forefront of customer success and education technology.
• Mentorship from senior leaders who have shaped the future of learning at scale.
• Opportunities to influence product strategy, go‑to‑market plans, and the overall customer experience.
• A culture that rewards curiosity, experimentation, and continuous improvement.

Work Environment & Company Culture

Our culture is built on the pillars of trust, collaboration, and impact. We believe that:

• Remote work is not a compromise but a strategic advantage that attracts top talent worldwide.
• Regular in‑person retreats foster deep relationships, cross‑team alignment, and a shared sense of purpose.
• Every team member’s voice matters, and we actively seek feedback to refine processes and products.
• We celebrate wins—both big and small—because each success contributes to the larger mission of transforming education.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a comprehensive package that includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Generous equity program that allows you to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your family.
• Flexible paid time off, parental leave, and a robust wellness program.
• Unlimited learning budget for courses, certifications, and conferences.
• Annual team retreats and quarterly virtual social events to keep the community vibrant.

Ready to Make a Difference?

If you’re a seasoned customer success leader who thrives on data, loves building high‑performing teams, and is passionate about improving student outcomes, brighthush invites you to join our mission. Your expertise will shape the future of education, empower teachers, and help thousands of students reach their full potential.

Apply today and become a catalyst for change at brighthush—where innovation meets impact, and leaders are celebrated for their commitment to learning and growth.