Senior Director of Customer Success & Strategic Account Leadership – Accelerating Global Growth, Retention, and Business Outcomes in EdTech

About brighthush

brighthush is not just a technology vendor; we are a catalyst for transformative learning experiences that empower educators and students across the globe. With a portfolio of cutting‑edge digital platforms, data‑rich analytics, and personalized learning pathways, we partner with schools, districts, and higher‑education institutions to unlock student potential and elevate classroom outcomes. Our mission is simple yet ambitious: to reimagine education through technology, ensuring every learner has access to the tools and support they need to thrive.

At brighthush, curiosity fuels innovation, collaboration drives results, and a relentless focus on measurable impact shapes everything we do. Our culture is built on open communication, continuous learning, and a shared commitment to equity and inclusion. We believe that the best solutions emerge when diverse perspectives come together, and we are dedicated to fostering an environment where every team member can innovate, grow, and make a difference.

Why Join brighthush?

When you become part of the brighthush family, you’ll join a high‑energy, data‑driven team that values creativity, experimentation, and a passion for educational excellence. We offer:

• Competitive Compensation & Performance Bonuses – Your expertise will be rewarded with a base salary that reflects your impact, plus a bonus structure tied to both individual and company performance.
• Comprehensive Health & Wellness Benefits – Full coverage for medical, dental, and vision, along with mental‑health resources and wellness programs.
• Unlimited Paid Time Off & Flexible Work Arrangements – We trust you to manage your work schedule while maintaining a healthy work‑life balance.
• Professional Growth & Development – Leadership training, mentorship from senior executives, and support for industry conferences and certifications.
• Diversity, Equity & Inclusion – A culture that celebrates differences, promotes belonging, and actively supports employee well‑being.

Position Overview

The Senior Director of Customer Success & Strategic Account Leadership is a pivotal role that blends strategic vision with operational excellence. You will own the day‑to‑day relationships with our most critical enterprise accounts, driving customer success, revenue growth, and long‑term partnership value. Reporting directly to the Vice President of Customer Operations, you will be the customer’s advocate across the organization, shaping product roadmaps, resource allocation, and service delivery to create lasting value for both our clients and brighthush.

Key Responsibilities

• Strategic Account Leadership
  • Own and manage a portfolio of high‑impact enterprise accounts, serving as the primary point of accountability for customer success, retention, and revenue expansion.
  • Build and nurture trusted relationships with individual contributors, middle‑management, 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 comprehensive account plans that align with both customer goals and brighthush’s strategic objectives, ensuring clear milestones and measurable outcomes.
• 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.