Senior Director of Customer Success Operations – Driving Predictive, Digital‑First Retention & Expansion Strategies at brighthush

About brighthush

brighthush is a trailblazer in cloud‑based education technology, empowering K‑12 schools, districts, and families worldwide to unlock the full potential of learning. With a mission to transform education through data‑driven insights, intuitive platforms, and a relentless focus on student success, brighthush has become the go‑to partner for educators seeking scalable, high‑impact solutions. Our culture is built on curiosity, collaboration, and a shared commitment to continuous improvement—values that resonate across every team, from product to customer success.

Role Overview

As the Senior Director of Customer Success Operations, you will be the strategic architect behind brighthush’s customer success engine. You will translate the company’s vision for a predictive, digital‑first customer experience into disciplined, data‑driven processes that scale without linear cost growth. Reporting to the VP of Customer Success Operations, you will own the entire operating model—from retention frameworks and digital engagement motions to the deployment and optimization of our Customer Success Platform (CSP). Your leadership will directly influence retention, expansion, and the overall health of our customer base, ensuring that every interaction delivers measurable value.

Why This Role Matters

In a SaaS world where customer churn can erode revenue faster than new acquisition, the ability to predict, prevent, and accelerate renewal is a competitive differentiator. By building a robust retention engine, championing digital engagement, and embedding operational rigor, you will help brighthush maintain its position as the industry’s most trusted partner for K‑12 education technology.

Key Responsibilities

1. Retention Model Ownership (Core Priority)
   • Design, evolve, and operationalize a comprehensive customer retention model that aligns with brighthush’s strategic goals.
   • Define and standardize key drivers of retention, including health scoring, risk identification, and value sustainment.
   • Leverage data, insights, and process discipline to improve churn and renewal predictability.
   • Partner with the GVP of Customer Success to embed proactive, outcomes‑driven behaviors across the organization.
   • Establish governance and operating rhythms—risk reviews, forecast calls, value alignment sessions—tied to retention performance.
2. Digital & Scaled Customer Success Motions
   • Lead the transition to digital‑first and scaled engagement models that enhance coverage, efficiency, and consistency.
   • Evaluate segmentation, coverage models, and lifecycle journeys across high‑touch, tech‑touch, and digital segments.
   • Design and implement automated customer journeys, campaigns, and lifecycle orchestration.
   • Drive adoption of digital programs while maintaining a superior customer experience.
   • Collaborate with Marketing, Product, and Enablement to deliver cohesive digital experiences.
3. Customer Success Platform (CSP) Deployment, Optimization & CS Technology Strategy
   • Own the deployment of a new CSP as the system of action for Customer Success.
   • Standardize playbooks, CTAs, health scoring, and workflows to drive consistency and scale.
   • Improve data integrity, usability, and adoption across CS teams.
   • Partner with Data, IT, and Sales Operations to align Salesforce and CSP data models.
   • Lead the roadmap for automation, AI‑driven insights, and predictive analytics within the CSP.
4. Operating Model & Process Transformation
   • Define and evolve the CS operating model—segmentation, lifecycle governance, engagement motions.
   • Translate CS strategy into scalable processes and programs across onboarding, adoption, risk, renewal, and escalation.
   • Drive standardization while allowing flexibility for different customer segments.
   • Lead enterprise‑wide change management to ensure adoption of new processes and operating models.
5. Insights, Forecasting & Performance Management
   • Develop and maintain executive dashboards and KPIs for customer health, retention, and operational performance.
   • Improve renewal forecast accuracy through better data, processes, and accountability.
   • Lead capacity planning, coverage modeling, and cost‑to‑serve optimization.
   • Deliver actionable insights to identify trends, risks, and growth opportunities across the customer base.
6. Cross‑Functional Leadership & Governance
   • Act as a strategic partner to Customer Success, Product, Sales, Support, Finance, and Enablement teams.
   • Drive alignment on customer lifecycle ownership, handoffs, and shared outcomes.
   • Establish and lead operating cadences—business reviews, risk reviews, executive reporting.
   • Advocate for customer needs and operational improvements across the organization.
7. Team Leadership & Capability Building
   • Build and lead a high‑performing Customer Success Operations team.
   • Define clear roles across operations, analytics, systems, and program management.
   • Develop talent, coaching leaders in operational excellence and data‑driven execution.
   • Foster a culture of accountability, continuous improvement, and customer‑centric thinking.

Essential Qualifications

• 8+ years of experience in Customer Success, Operations, Revenue Operations, or a related function.
• 3+ years of people leadership experience, managing cross‑functional teams.
• Proven success scaling operations in a SaaS or technology‑enabled environment.
• Strong analytical skills with a demonstrated ability to translate data into actionable insights.
• Deep experience driving cross‑functional initiatives and organizational change.

Preferred Qualifications

• Hands‑on experience with a Customer Success Platform (CSP) and Salesforce ecosystems.
• Experience building retention models and predictive health scoring frameworks.
• Strong background in digital customer success and scaled engagement models.
• Experience leading transformation initiatives—automation, AI, or operating model shifts.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making & Predictive Analytics
• Process Design & Continuous Improvement (Lean, Six Sigma)
• Change Management & Stakeholder Engagement
• Project & Program Management (Agile, Scrum)
• Excellent Communication & Presentation Skills
• Customer‑Obsessed Mindset with a Passion for Education

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry you serve. As Senior Director of Customer Success Operations, you will:

• Progress to executive leadership roles—VP of Customer Success or Chief Customer Officer—by demonstrating measurable impact on retention and expansion.
• Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and global expansion.
• Participate in executive‑level strategy sessions, influencing the future direction of brighthush’s education ecosystem.
• Access continuous learning resources—certifications in data science, AI, and SaaS operations, as well as leadership development programs.
• Mentor and coach emerging leaders, building a legacy of high‑performance teams.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, collaboration, and inclusivity. Our remote‑first model empowers you to work from anywhere in the United States, while still fostering strong team bonds through virtual town halls, hackathons, and quarterly in‑person retreats. We celebrate diversity in every form, encouraging diverse perspectives that drive better outcomes for our customers and our community.

Compensation & Perks

While the base salary range for this role is competitive and reflects market data, brighthush offers a comprehensive benefits package designed to support your well‑being, growth, and financial security:

• Competitive base salary with performance‑based bonuses.
• Health, dental, vision, and pharmacy coverage.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Short‑term and long‑term disability insurance.
• 401(k) plan with company match.
• Generous parental leave and family‑friendly policies.
• Unlimited discretionary paid time off (DTO).
• Wellness program—including ClassPass, mental health resources, and Employee Assistance Program.
• Tuition reimbursement for professional development.
• Optional benefits: pet insurance, identity theft protection, student debt repayment, and prepaid legal coverage.

How to Apply

Ready to shape the future of customer success in education technology? Submit your application through our careers portal, and join a team that values innovation, impact, and personal growth. We look forward to exploring how your expertise can help brighthush continue to empower schools and students worldwide.

brighthush is an Equal Opportunity Employer

brighthush is committed to a diverse and inclusive workplace. We do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. If you require accommodations during the hiring process, please let us know at [email protected].