Senior Customer Success Specialist – Renewal & Retention Champion for K12 SaaS Solutions

About brighthush

At brighthush, we believe that technology should empower educators, not complicate their work. Our mission is to transform classrooms into dynamic learning environments by delivering intuitive, data‑driven solutions that streamline administrative tasks, enhance resource management, and ultimately elevate student achievement. With a portfolio of award‑winning K12 SaaS products, we partner with schools, districts, and higher‑education institutions across the United States to unlock their full potential. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. If you’re passionate about education, thrive in a fast‑paced environment, and want to make a tangible impact on student outcomes, brighthush is the place for you.

Position Overview

As a Senior Customer Success Specialist at brighthush, you will be the trusted steward of our customer relationships during the critical renewal cycle. Your primary mission is to ensure that our existing clients continue to derive maximum value from our solutions, thereby driving retention, upsell opportunities, and long‑term partnership success. You will manage the end‑to‑end renewal process for a portfolio of U.S. customers, acting as the single point of contact from the initial outreach through contract finalization. Your expertise in negotiation, account management, and data‑driven insights will help us maintain a high renewal rate and foster a culture of continuous improvement.

Key Responsibilities

• Renewal Management – Own the full renewal lifecycle for a defined customer segment, including proactive outreach, quote creation, negotiation, and contract execution.
• Quote Development – Generate accurate, customized renewal quotes 90 days before contract expiration, leveraging Salesforce CPQ and internal pricing guidelines.
• Customer Advocacy – Serve as the primary advocate for each client, understanding their unique buying cycle, procurement processes, and strategic goals.
• Cross‑Functional Collaboration – Partner with Sales, Proposal, and Customer Success Management teams to identify upsell/cross‑sell opportunities and align renewal strategies with broader revenue goals.
• Data & Reporting – Maintain detailed renewal dashboards, produce monthly and quarterly reports on renewal intent, and provide actionable insights to leadership.
• Process Improvement – Continuously evaluate renewal workflows, identify bottlenecks, and recommend enhancements to increase efficiency and customer satisfaction.
• Stakeholder Communication – Document all client interactions, confirm receipt of quotes, and ensure clear, timely communication throughout the renewal cycle.
• Strategic Consultation – Engage with senior stakeholders to address concerns, negotiate terms, and secure commitments, ensuring a smooth transition to the next contract period.
• Team Participation – Contribute to quarterly sales reviews, customer success meetings, and cross‑departmental initiatives to align on forecasts, retention metrics, and customer health.
• Additional Duties – Perform any other tasks related to renewal management and customer success as assigned.

Essential Qualifications

• Associate’s degree or equivalent professional experience.
• Minimum of 2 years in Customer Success, Sales Development, or Business Development within a B2B SaaS environment.
• Proven track record of meeting or exceeding individual quota targets in a results‑driven role.
• Strong understanding of the K12 education sector, including procurement cycles and budgetary constraints.
• Experience with Salesforce, Gainsight, or similar CRM platforms; Salesforce CPQ proficiency is highly desirable.
• Excellent written and verbal communication skills, with the ability to craft persuasive proposals and negotiate effectively.
• High level of technical aptitude and comfort navigating complex software systems.
• Self‑motivated, proactive problem‑solver who thrives in a fast‑paced, remote work environment.
• Strong interpersonal skills and a customer‑centric mindset.

Preferred Qualifications

• Experience in account renewal or account management roles specifically within the K12 education industry.
• Background with brighthush products or similar educational technology solutions.
• Familiarity with Salesforce CPQ, Microsoft Word, and Excel at a beginner or intermediate level.
• Knowledge of contract negotiation best practices and licensing agreements.
• Demonstrated ability to identify and capitalize on upsell and cross‑sell opportunities.

Skills & Competencies

• Customer‑Centric Mindset – Deep empathy for client challenges and a passion for delivering tangible outcomes.
• Analytical Thinking – Ability to interpret data, forecast renewal trends, and make data‑driven decisions.
• Negotiation & Persuasion – Skilled at navigating complex conversations and securing win‑win agreements.
• Project Management – Strong organizational skills to manage multiple renewal pipelines simultaneously.
• Collaboration – Comfortable working cross‑functionally with Sales, Product, and Support teams.
• Adaptability – Thrive in a dynamic environment with evolving processes and priorities.
• Technical Proficiency – Comfortable with CRM systems, data entry, and basic spreadsheet analysis.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Senior Customer Success Specialist, you will have the opportunity to:

• Progress into senior leadership roles such as Customer Success Manager, Director of Customer Success, or VP of Customer Experience.
• Participate in ongoing training programs covering advanced negotiation, data analytics, and product expertise.
• Attend industry conferences, webinars, and workshops to stay ahead of educational technology trends.
• Contribute to product roadmap discussions, ensuring that customer insights shape future releases.
• Mentor junior team members and share best practices across the organization.

Work Environment & Culture

Our remote-first culture empowers you to work from anywhere in the United States, provided you have a quiet, dedicated workspace. We value:

• Flexibility – Work hours that align with your personal rhythm while meeting client needs.
• Collaboration – Regular virtual team huddles, cross‑departmental projects, and an open feedback loop.
• Innovation – A culture that encourages experimentation, continuous improvement, and creative problem‑solving.
• Diversity & Inclusion – A commitment to building a workforce that reflects the communities we serve.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, holidays, and flexible sick leave.
• Professional development stipend.
• Employee wellness programs and mental health resources.
• Equity opportunities for high performers.

How to Apply

Ready to join a team that’s reshaping education through technology? Submit your application through our careers portal. We look forward to learning how your expertise can help brighthush continue to deliver exceptional value to our educators and students.

Contact & Application

For any questions or to request accommodations during the application process, please email [email protected]. All applicants will receive a confirmation email upon receipt of their application.

Apply now and become a pivotal part of brighthush’s mission to empower educators worldwide.