Senior Director of Customer Success – K‑12 Education & Strategic Partnerships – NORAM Region

About brighthush

At brighthush, we are on a mission to empower learners, educators, and institutions to reach their fullest potential. By building intuitive, data‑driven learning platforms, we simplify the way schools manage curriculum, assessment, and community engagement. Our products are trusted by thousands of schools, districts, and state agencies across North America, and we are expanding our footprint to help more educators unlock the power of technology in the classroom.

Why This Role Matters

As the Senior Director of Customer Success for the NORAM K‑12 segment, you will be the strategic partner that drives adoption, expansion, and renewal across our largest and most complex customer base. Your leadership will shape the experience of every district we serve, ensuring that our solutions not only meet but exceed the evolving needs of educators and administrators. This is a highly visible role that sits at the intersection of sales, product, support, and executive leadership.

Key Responsibilities

Lead the NORAM K‑12 Customer Success Team

• Manage a high‑performing team of Customer Success Managers, Associates, and segment leads across Strategic, Senior, Enterprise, and Associate levels.
• Own the full talent lifecycle: hiring, onboarding, performance coaching, career development, and succession planning.
• Set coaching standards for value conversations, renewal forecasting, risk escalation, and business reviews.
• Maintain a disciplined operating rhythm with 1:1s, team meetings, forecast calls, and executive business reviews.
• Balance workload and territory coverage, adjusting allocations as accounts, tiers, and headcount evolve.
• Design and evolve the organization structure, segmentation, and reporting lines to align with strategic goals.

Define and Execute the NORAM K‑12 CS Strategy

• Co‑create the go‑to‑market strategy with the sales leader and cross‑functional partners, ensuring alignment of CS and renewal priorities.
• Drive adoption and expansion across the full brighthush product portfolio, turning new users into long‑term champions.
• Own renewal rates, pipeline generation, and non‑renewal bookings, translating adoption and value work into tangible revenue outcomes.
• Run accurate, defensible forecasts and surface risk early, enabling proactive intervention.
• Own the quality, cadence, and coverage of business reviews, defining what a high‑impact review looks like.

Serve as the Senior Customer and Market Voice

• Build executive relationships with strategic districts, statewide consortiums, and state agencies, influencing outcomes at the highest level.
• Act as an executive escalation point, providing calm, decisive leadership during tense situations.
• Position yourself as a trusted expert on K‑12 trends, policy shifts, funding cycles, and procurement realities.
• Advocate for NORAM K‑12 customers with Product, Engineering, Support, and Marketing, translating needs into actionable priorities.
• Support regional user groups, advisory boards, and reference programs to amplify customer success stories.

Collaborate on Global Customer Success Strategy

• Partner with the global CS strategy team to shape plays, playbooks, value frameworks, and enablement programs.
• Lead the regional rollout of global initiatives, ensuring adoption and sustained impact.
• Collaborate with CS leaders in other regions and segments to maintain consistency where needed and differentiation where appropriate.
• Define global standards for performance, accountability, and OKRs, aligning with peer leaders on a unified vision.
• Own the OKRs for the CS organization in partnership with other CS leaders.

Essential Qualifications

• 10+ years of experience in customer success, account management, or post‑sales leadership, with a proven track record of turning vision into executable strategy.
• Strong experience leading managers, building high‑performing teams, and developing leaders who can operate independently.
• Expertise in designing team structures, spans of control, and segmentation models that align with business strategy.
• Exceptional leadership presence with customers and internal executives, influencing decisions without formal authority.
• Proven ability to forecast a book of business accurately, assessing risk and expansion opportunities.
• Deep knowledge of the K‑12 education market, including district and state budget cycles, procurement, and policy dynamics.
• Experience leveraging AI and advanced analytics to transform team operations and customer insights.
• Strong analytical skills with proficiency in Gainsight, Salesforce, and reporting tools to drive data‑based decisions.
• Excellent written and verbal communication, translating customer detail into executive‑level business impact.
• Calm, decisive presence under pressure, managing ambiguous, high‑stakes situations across multiple stakeholders.
• Willingness to travel to customer sites, conferences, and team onsite events.
• Bachelor’s degree or equivalent professional experience.

Preferred Qualifications

• Experience in a large, fast‑growing SaaS company with a global footprint.
• Background in educational technology or a related industry.
• Track record of building and scaling customer success operations across multiple regions.
• Experience with OKR frameworks and cross‑functional alignment.

Skills & Competencies

• Strategic Thinking & Execution
• Team Leadership & Coaching
• Customer Advocacy & Relationship Building
• Data‑Driven Decision Making
• Cross‑Functional Collaboration
• Change Management & Process Improvement
• Influence & Negotiation
• Project Management & Prioritization
• Communication & Storytelling
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Director, you will:

• Lead a high‑visibility program that directly impacts the success of thousands of educators.
• Collaborate with senior leaders across product, sales, and executive teams, expanding your strategic influence.
• Mentor and develop future leaders, building a legacy of excellence within the organization.
• Access to continuous learning resources, including leadership development programs, industry conferences, and internal knowledge hubs.
• Opportunity to shape the future of education technology, influencing product roadmaps and market strategy.

Work Environment & Culture at brighthush

Our culture is built on inclusivity, collaboration, and a relentless focus on customer impact. You will find:

• A flexible work model that blends remote, hybrid, and in‑office collaboration, tailored to your role and location.
• A supportive environment where diverse perspectives are valued and celebrated.
• Regular “Dim the Lights” retreats to recharge and foster team bonding.
• Transparent communication from leadership, with open forums and town halls.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

While specific packages vary by location, brighthush offers:

• Competitive base salary plus performance‑based incentives.
• Full‑time ownership program, giving you a stake in the company’s success.
• Generous paid time off, including local holidays and extended “Dim the Lights” periods.
• Comprehensive wellness programs, mental health support, and flexible benefits.
• Learning and development budget, tuition reimbursement, and access to industry certifications.
• State‑of‑the‑art technology stack and tools to empower your work.
• Employee recognition and reward programs.
• Inclusive culture that supports work‑life balance and personal growth.

How to Apply

Ready to lead the next generation of customer success at brighthush? Submit your application through our career portal and join a team that is redefining education technology. We look forward to learning how your vision and expertise can help us empower schools across North America.