Senior Director of Global Customer Success – Remote, SaaS, Higher Education Housing Solutions at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers universities, colleges, and private housing providers to create vibrant, connected residential communities. Since our founding in 1992, we have evolved from a niche student housing platform into a comprehensive ecosystem that supports on‑campus and off‑campus housing management, resident wellness, and revenue optimization. With a global footprint and a dedicated team of 201‑500 professionals, brighthush is recognized for its innovative technology, customer‑centric culture, and commitment to transforming the residential experience for millions of students worldwide.

As a fully remote organization, we celebrate diversity, flexibility, and collaboration. Our teams span multiple time zones, yet we operate with a unified mission: to help institutions deliver seamless, data‑driven housing solutions that enhance student success and institutional revenue.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking, high‑growth company that values impact, ownership, and continuous learning. We invest heavily in professional development, offer competitive compensation packages, and foster an inclusive environment where every voice is heard. If you’re passionate about SaaS, higher education, and customer success, and you thrive in a dynamic, cross‑functional setting, this role is your next career milestone.

Key Responsibilities

• Lead and Scale the Global Customer Success Team: Build, coach, and inspire a distributed team across multiple regions and time zones. Design a scalable operating model that aligns with brighthush’s growth strategy and supports our diverse customer base.
• Own Retention & Renewal Outcomes: Drive end‑to‑end renewal processes, forecast accurately, and implement proactive strategies to reduce churn risk. Own the renewal playbook for all product lines and ensure a seamless experience for our customers.
• Accelerate Product Adoption: Champion utilization across the customer base. Develop and deliver best‑practice guidance, training programs, and adoption roadmaps that help institutions unlock the full value of brighthush’s solutions.
• Executive‑Level Relationship Management: Serve as the primary point of contact for C‑suite executives. Own complex escalations, collaborate with Support, Services, and Account Management, and deliver resolution that strengthens trust and partnership.
• Optimize the Customer Success Operating Model: Continuously refine segmentation, health scoring, tooling, and reporting. Provide data‑driven recommendations to senior leadership that drive efficiency and effectiveness.
• Build Insightful Reporting: Design and maintain Salesforce‑based dashboards and reports for the Senior Leadership Team (SLT) and Board. Translate data into actionable insights that inform strategy and decision‑making.
• Cross‑Functional Collaboration: Partner with Services, Support, Renewals, Account Management, Product, Legal, and Finance to deliver a unified customer experience. Break down silos and ensure seamless handoffs across departments.
• Integrate Acquired Teams: Lead the integration of Customer Success functions from newly acquired businesses, aligning processes, tools, and culture to create a single, cohesive operating model.

Essential Qualifications

• Minimum of 5 years of progressive leadership experience in Customer Success within a SaaS environment.
• Proven track record of managing high‑volume, global teams across multiple countries or regions.
• Demonstrated ownership of retention, renewal, and utilization metrics, with a history of exceeding targets.
• Strong experience with Salesforce, including building, interpreting, and presenting reports to senior stakeholders.
• Exceptional verbal and written communication skills, with the ability to influence and negotiate at the executive level.
• Experience in higher education, particularly in university housing or residential life operations.
• Hands‑on experience with renewal forecasting, commercial negotiation, and large‑scale contract management.
• Background in integrating teams or processes following acquisitions.
• Based in the United States and able to operate during U.S. business hours.

Preferred Qualifications

• Experience leading Digital and Scaled Customer Success initiatives.
• Exposure to AI‑assisted CS workflows and advanced health‑scoring models.
• Background in supporting multiple product lines or platforms simultaneously.
• Demonstrated ability to improve processes, tooling, or ways of working rather than merely maintaining status quo.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Change Management & Process Improvement
• Customer‑Centric Mindset
• Cross‑Functional Collaboration
• Conflict Resolution & Escalation Management
• Mentorship & Talent Development
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As Senior Director of Global Customer Success, you will:

• Lead a high‑impact function that directly influences revenue, customer satisfaction, and product roadmap.
• Collaborate with executive leadership, gaining exposure to strategic decision‑making at the highest level.
• Mentor and develop a diverse team of Customer Success professionals, building a legacy of leadership excellence.
• Participate in industry conferences, webinars, and thought‑leadership initiatives, positioning yourself as a recognized expert in higher education SaaS.
• Access to continuous learning resources, including certifications, workshops, and internal knowledge‑sharing sessions.

Work Environment & Culture

brighthush’s culture is built on the pillars of transparency, collaboration, and innovation. We celebrate our remote workforce by:

• Providing flexible work schedules that respect work‑life balance.
• Hosting virtual team‑building events, hackathons, and wellness programs.
• Encouraging open communication through regular town halls, feedback loops, and cross‑departmental initiatives.
• Fostering a culture of continuous improvement, where ideas are welcomed and tested.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with industry standards for senior leadership roles.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity or stock‑option plans that align your success with the company’s long‑term value.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and access to learning platforms.
• Remote work stipend and equipment allowance.
• Employee wellness programs, including mental health resources and fitness subsidies.

How to Apply

If you are ready to lead a global Customer Success organization, drive transformative growth, and make a lasting impact on higher education housing, we want to hear from you. Submit your application through our careers portal or click the link below to start the process.

We look forward to exploring how your expertise can help brighthush continue to innovate and elevate the residential experience for institutions worldwide.