Senior Director of Customer Operations & Strategic Account Leadership – Driving Growth, Retention, and Business Outcomes in EdTech

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that is redefining the educational technology landscape. With a portfolio of innovative learning solutions that empower schools, districts, and educators worldwide, we are on a mission to elevate classroom experiences and unlock student potential. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering measurable impact for our partners. As a global leader, we blend cutting‑edge technology with deep industry expertise to create products that transform how educators teach and students learn.

Why Join brighthush?

At brighthush, you’ll be part of a high‑energy team that thrives on creativity, data‑driven decision making, and a shared commitment to educational excellence. We offer:

• Competitive compensation and performance‑based bonuses
• Comprehensive health, dental, and vision benefits
• Generous paid time off and flexible work arrangements
• Professional development programs, including leadership training and industry conferences
• A culture that celebrates diversity, equity, and inclusion, and actively supports employee growth and well‑being

Position Overview

The Senior Director of Customer Operations & Strategic Account Leadership is the strategic owner of day‑to‑day relationships with our most important client accounts. This role blends relationship management, growth strategy, cross‑functional collaboration, and data‑driven execution to ensure our partners achieve their business objectives while driving profitability for brighthush. Reporting directly to the Vice President of Customer Operations, you will be the voice of the customer across the organization, shaping product roadmaps, resource allocation, and service delivery to create lasting value.

Key Responsibilities

• Strategic Account Leadership
  • Own and manage a portfolio of enterprise‑level accounts, serving as the primary point of accountability for customer success, retention, and revenue growth.
  • Build and nurture trusted relationships with individual contributors and executive stakeholders, positioning brighthush as a strategic partner.
  • Identify and capitalize on upsell, cross‑sell, and renewal opportunities through consultative engagement, business reviews, and solution alignment.
  • Develop and execute account plans that align with both customer goals and brighthush’s strategic objectives.
• Cross‑Functional Leadership
  • Act as the customer advocate within brighthush, translating customer needs into actionable insights for product, sales, marketing, and support teams.
  • Establish governance frameworks, communication cadences, and escalation processes that strengthen partnership alignment and drive measurable results.
  • Lead cross‑functional initiatives to resolve escalations, mitigate risks, and ensure timely delivery of commitments.
  • Drive accountability across stakeholder groups through clear action plans, milestone tracking, and executive visibility.
• Customer Success & Business Outcomes
  • Monitor account health, trends, and performance metrics to proactively identify risks and opportunities.
  • Consult on revenue forecasts and growth plans to ensure achievement of financial targets and business objectives.
  • Partner with customers to define success measures and strategic initiatives that deliver measurable business impact.
  • Lead complex negotiations for renewals, contract amendments, and strategic initiatives that maximize customer value and business outcomes.
• Data‑Driven Decision Making
  • Aggregate information from disparate data sources, including CRM, usage analytics, and customer feedback, to generate actionable insights.
  • Develop dashboards and reporting tools that provide real‑time visibility into account performance and health.
  • Use data to drive continuous improvement in customer experience and operational efficiency.
• Team Development & Mentorship
  • Mentor and coach account managers, customer success specialists, and other team members to build a high‑performing, customer‑centric culture.
  • Identify skill gaps and create development plans that align with career growth and organizational needs.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Education, or a related field (or equivalent experience in K‑12 education).
• Minimum 5‑10 years of progressive experience in account management, customer success, or related roles within the education or ed‑tech sector.
• Proven track record of driving revenue growth, customer retention, and strategic partnership development.
• Strong analytical, problem‑solving, and data‑driven decision‑making skills.
• Exceptional communication, negotiation, and presentation skills, with the ability to influence executive stakeholders.
• Experience leading cross‑functional teams in a matrixed environment.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and reporting tools.
• Ability to travel up to 15% for client meetings, conferences, and industry events.

Preferred Qualifications

• Advanced degree (MBA, MS in Education, etc.) or relevant certifications.
• Experience in instructional materials solutions or educational content development.
• Knowledge of K‑12 education policies, district budgeting, and procurement processes.
• Background in scaling customer success operations for high‑growth tech companies.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer Advocacy & Relationship Management
• Data Analysis & KPI Ownership
• Negotiation & Deal Closure
• Cross‑Functional Collaboration & Influence
• Project Management & Execution Excellence
• Change Management & Process Improvement
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Director, you will:

• Lead high‑impact initiatives that shape the future of our customer success organization.
• Participate in executive‑level strategy sessions and contribute to product roadmap decisions.
• Access leadership development programs, mentorship from senior executives, and industry conferences.
• Advance to VP of Customer Operations, Chief Customer Officer, or other senior leadership roles.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere while staying connected through virtual collaboration tools, regular all‑hands meetings, and informal virtual coffee chats. We value:

• Transparency and open communication.
• Innovation and experimentation.
• Work‑life balance and mental well‑being.
• Diversity, equity, and inclusion.

Compensation & Benefits

Competitive base salary range: $110,000 – $125,000 annually, with a 10% performance‑based bonus potential. Additional benefits include:

• Health, dental, and vision insurance.
• 401(k) with company match.
• Unlimited paid time off and flexible work schedule.
• Professional development stipend and conference travel support.
• Employee wellness programs and mental health resources.

How to Apply

If you are a strategic thinker, customer‑centric leader, and passionate about transforming education through technology, we want to hear from you. Submit your resume and a cover letter that highlights your experience in driving account growth, managing cross‑functional teams, and delivering measurable business outcomes for educational institutions.

Join brighthush and help shape the future of learning—one partnership at a time.