Senior Director of Customer Success & Growth – EdTech SaaS Platform – Lead Customer Experience & Retention Strategy at brighthush

About brighthush

brighthush is a forward‑thinking education technology company dedicated to transforming the way educators learn, grow, and inspire students. Our flagship suite of coaching and professional development products—brighthush TALENT, a cloud‑based coaching and learning platform, and SESEBA powered by brighthush, a research‑based model for supporting Dual Language Learners—empowers schools and districts to elevate teacher effectiveness, streamline professional development, and unlock data‑driven insights that directly improve student outcomes.

With a mission rooted in evidence and impact, brighthush partners with educators from pre‑K through 3rd grade to create scalable, high‑quality coaching ecosystems. Our solutions are built on a foundation of collaboration, continuous improvement, and a deep commitment to equity in education. As we expand our reach across the United States, we are looking for visionary leaders who share our passion for learning and who can help us deliver an exceptional customer experience at every touchpoint.

Position Overview

As the Senior Director of Customer Success & Growth, you will be the catalyst that turns our customers’ adoption of brighthush’s solutions into measurable, sustainable success. You will lead a high‑performing team of Customer Success Managers and Enablement Specialists, design scalable processes, and partner with cross‑functional leaders to ensure that every educator and school district we serve reaches its full potential.

Key Responsibilities

• Team Leadership & Development – Build, coach, and inspire a diverse team of Customer Success Managers and Enablement Specialists. Set clear performance metrics, conduct regular coaching sessions, and create a culture of accountability and continuous learning.
• Strategic Account Management – Own the end‑to‑end customer journey for high‑value accounts. Develop account plans, conduct executive business reviews, and identify upsell and cross‑sell opportunities that align with each customer’s strategic goals.
• Retention & Growth Strategy – Design and execute proactive retention programs, renewal forecasting models, and expansion roadmaps. Use data analytics to spot churn risks early and implement targeted interventions.
• Process & Playbook Development – Create and refine customer success playbooks, onboarding flows, and escalation procedures. Ensure consistency across all customer segments while maintaining flexibility for high‑touch engagements.
• Cross‑Functional Collaboration – Act as the voice of the customer for Product, Engineering, Marketing, and Sales. Translate customer feedback into product enhancements and go‑to‑market strategies.
• Data‑Driven Decision Making – Leverage CRM data, usage analytics, and customer health scores to inform strategy. Present insights to senior leadership and recommend actionable improvements.
• Executive Relationship Management – Serve as a trusted advisor to C‑suite leaders at key accounts. Build long‑term partnerships that drive renewal confidence and advocacy.
• Scalable Customer Success Model – Design tiered engagement models (high‑touch, mid‑touch, tech‑enabled) that scale with brighthush’s growth. Optimize resource allocation to maximize ROI.
• Continuous Improvement – Champion a culture of experimentation. Test new initiatives, measure outcomes, and iterate quickly to enhance the customer experience.

Essential Qualifications

• 7+ years of progressive experience in Customer Success, Account Management, or Implementation within a SaaS environment.
• 3+ years of proven leadership in coaching and developing customer‑facing teams.
• Track record of driving customer retention, renewal rates, and portfolio growth in a high‑growth SaaS company.
• Deep understanding of Customer Success operations: account health monitoring, renewal forecasting, lifecycle management, and escalation processes.
• Experience building scalable success strategies across multiple customer segments.
• Strong analytical mindset with proficiency in CRM data analysis, reporting, and performance metrics.
• Exceptional communication, problem‑solving, and stakeholder management skills.
• Demonstrated ability to collaborate effectively with Sales, Product, Engineering, and Marketing teams.

Preferred Qualifications

• Background in EdTech, K–12 education, early childhood education, or education‑focused SaaS.
• Hands‑on experience with HubSpot or similar CRM platforms.
• Familiarity with conversation intelligence tools such as Gong.
• Experience leading customer success operations in a rapidly scaling SaaS organization.
• Proven success designing tiered customer engagement models (high‑touch, mid‑touch, tech‑enabled).

Skills & Competencies

• Leadership & Coaching – Ability to inspire, mentor, and develop high‑performing teams.
• Strategic Thinking – Visionary mindset to align customer success initiatives with business goals.
• Data Analytics – Proficiency in interpreting complex data sets to drive decisions.
• Customer Advocacy – Passion for championing the customer’s voice within the organization.
• Project Management – Skilled at managing multiple initiatives simultaneously with tight deadlines.
• Communication – Clear, concise, and persuasive communication across all levels.
• Adaptability – Comfortable navigating ambiguity in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the education landscape we serve. As Senior Director, you will:

• Shape the future of our Customer Success organization and influence company‑wide strategy.
• Lead cross‑functional initiatives that drive product innovation and market expansion.
• Mentor emerging leaders and build a pipeline of talent for future executive roles.
• Participate in executive leadership meetings and contribute to strategic decision‑making.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge‑sharing sessions.

Work Environment & Culture

brighthush thrives on a culture of collaboration, curiosity, and impact. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Open‑door communication channels with senior leadership.
• Inclusive hiring practices that celebrate diverse perspectives.
• Regular hackathons and innovation challenges that encourage creative problem‑solving.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $110,000 annually.
• On‑Target Earnings (OTE): $130,000, including performance‑based incentives.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, company holidays, and a flexible work‑from‑home policy.
• Professional development stipend and access to industry conferences.
• Equity options and a 401(k) plan with company match.
• Wellness programs, including virtual fitness classes and mental health resources.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping education for the next generation. You will:

• Lead a passionate team that directly impacts teacher effectiveness and student success.
• Work alongside product innovators, data scientists, and educators who are committed to evidence‑based change.
• Own the customer experience from onboarding to renewal, ensuring that every educator feels supported and empowered.
• Drive measurable growth for a company that values data, empathy, and continuous improvement.

Ready to Make an Impact?

If you are a seasoned Customer Success leader who thrives on building high‑performing teams, crafting scalable processes, and forging deep relationships with educators and school leaders, we want to hear from you. Join brighthush and help us empower teachers, elevate learning, and transform classrooms across the nation.