Senior Director of Customer Success Operations – Visionary Architect of Predictive, Digital‑First Retention & Engagement Strategies Driving Global Impact in K‑12 EdTech at brighthush

About brighthush

brighthush is more than a technology vendor; we are a global catalyst for transformative learning. Our cloud‑native platform unifies administration, instruction, and home engagement into a single, intuitive ecosystem that powers over 30,000 schools and 1.2 million students across more than 50 countries. By harnessing AI‑powered analytics, real‑time dashboards, and predictive modeling, we empower educators to focus on what matters most: student success. As a mission‑driven organization, we are committed to shaping the future of education technology and creating measurable impact for schools worldwide.

Why brighthush?

At brighthush, we believe that the future of education is built on data, collaboration, and relentless customer focus. Our culture is anchored in five core principles that set us apart:

• Remote‑First Flexibility – Work from anywhere while staying connected through regular virtual town halls, cross‑regional hackathons, and quarterly retreats.
• Growth Mindset – Experimentation is encouraged, failures are learning opportunities, and every team member’s voice is heard.
• Impact‑Driven Mission – Your work directly influences how schools worldwide engage with technology and improve student outcomes.
• Career Acceleration – Leadership development, data science workshops, and industry conferences are part of our growth roadmap.
• Diversity, Equity & Inclusion – We weave DEI into every decision, ensuring a welcoming environment for all.

Role Overview

As Senior Director of Customer Success Operations, you will own the end‑to‑end CS operating model, ensuring that every touchpoint is data‑driven, scalable, and customer‑centric. Your responsibilities will span the design of a predictive retention engine, the deployment of a cutting‑edge Customer Success Platform (CSP), and the continuous optimization of digital engagement motions. You will partner with Product, Sales, Marketing, Finance, and Enablement to align customer lifecycle ownership and create seamless handoffs that drive retention, expansion, and satisfaction.

Key Impact Areas

• Architect and scale a predictive, digital‑first CS engine that drives retention, expansion, and customer satisfaction.
• Lead the deployment and continuous optimization of a CSP that becomes the single source of truth for all CS activities.
• Build and mentor a high‑performing operations team that delivers measurable improvements in forecast accuracy, cost‑to‑serve, and operational efficiency.
• Partner with cross‑functional teams to align customer lifecycle ownership and create seamless handoffs.
• Champion a culture of accountability, data literacy, and customer‑centric thinking across the organization.

Core Responsibilities

1. Retention Model Ownership (Core Priority)

• Design, evolve, and operationalize a customer retention model that integrates health scoring, risk identification, and value sustainment.
• Define and standardize key drivers of retention, ensuring alignment across CS, Product, and Sales.
• Improve churn and renewal predictability through advanced analytics, process discipline, and proactive outreach.
• Partner with the VP of Customer Success to embed outcomes‑driven behaviors across the organization.
• Establish governance and operating rhythms—risk reviews, forecast calls, value alignment—tied to retention performance.

2. Digital & Scaled Customer Success Motions

• Lead the transition to digital‑first and scaled engagement models, enhancing 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.
• Increase adoption of digital programs while maintaining a high‑quality customer experience.
• Collaborate with Marketing, Product, and Enablement to deliver cohesive digital customer 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 brighthush 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 enabling flexibility for different customer segments.
• Lead enterprise‑wide change management to drive 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, exec 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

• 10+ years of progressive experience in Customer Success, Operations, or related roles within SaaS or EdTech environments.
• Proven track record of building and scaling predictive retention models and digital engagement programs.
• Deep understanding of Customer Success Platforms, with experience leading implementation and optimization.
• Strong analytical mindset with expertise in data modeling, forecasting, and performance metrics.
• Exceptional leadership skills—ability to inspire, coach, and develop high‑performing teams.
• Excellent cross‑functional collaboration and stakeholder management abilities.
• Strategic thinker with a hands‑on execution style and a passion for customer outcomes.

Preferred Qualifications

• Experience in the K‑12 education technology sector or a related B2B SaaS industry.
• Background in AI/ML‑driven analytics and automation within Customer Success.
• Familiarity with global customer success operations and multi‑region scaling.
• Advanced proficiency in data visualization tools and SQL.
• Experience managing budgets, cost‑to‑serve analysis, and financial forecasting.

Skills & Competencies

• Strategic Vision – Translate business goals into actionable CS strategies.
• Data Literacy – Mastery of metrics, dashboards, and predictive modeling.
• Change Leadership – Proven success in driving enterprise‑wide process and technology adoption.
• Customer Advocacy – Deep empathy for customer challenges and a relentless focus on outcomes.
• Collaboration & Influence – Skilled at building partnerships across product, sales, marketing, and finance.
• Operational Excellence – Track record of improving efficiency, forecasting accuracy, and cost‑to‑serve.
• Communication – Clear, concise, and persuasive communicator at all levels.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior Director, you will:

• Lead cross‑functional initiatives that shape the future of education technology.
• Gain exposure to global markets, scaling operations across multiple regions.
• Participate in executive strategy sessions, influencing company direction.
• Access continuous learning programs, including leadership development, data science workshops, and industry conferences.
• Benefit from a mentorship culture where senior leaders share insights and best practices.
• Earn a seat on the CS steering committee, shaping product roadmaps and customer experience strategies.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Collaboration, and Impact. We celebrate diverse perspectives, encourage experimentation, and reward results that drive student success. Our remote‑first model offers flexibility, while regular virtual town halls and team retreats keep us connected. At brighthush, you’ll find a supportive community that values work‑life balance, personal growth, and a shared commitment to educational excellence.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer success metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Wellness programs, mental health resources, and employee assistance programs.
• Annual tech stipend for home office upgrades.

Ready to Make an Impact?

If you are a visionary leader who thrives on data, innovation, and customer success, we invite you to join brighthush and help shape the future of K‑12 education. Your expertise will directly influence how schools worldwide engage with technology, improve student outcomes, and achieve operational excellence.

Apply today and become a pivotal part of brighthush’s mission to transform learning experiences for millions of students and educators.