Senior Director of Scaled Customer Success – Strategic Leadership, Data‑Driven Growth, and Impact for SMB & K‑12 Schools (Remote, US)

About brighthush

brighthush is more than a technology provider; it is a movement that is redefining how teachers inspire and students learn. By weaving AI‑powered insights, adaptive learning content, and real‑time analytics into a single, intuitive platform, brighthush equips educators with the tools they need to personalize instruction at scale. Our mission is simple yet powerful: unlock every learner’s potential through engaging, science‑backed education tools that evolve with classrooms worldwide.

Why brighthush is the Place to Build Your Future

At brighthush, we believe that the best work is born from the best people. As a fully remote organization, we champion flexibility, collaboration, and a relentless pursuit of learning. Our culture is built on four pillars that set us apart:

• Impact‑First Mindset – Every initiative is measured by its effect on student success and teacher effectiveness.
• Data‑Driven Decision Making – We rely on rigorous analytics to inform strategy, product, and the customer experience.
• Inclusive & Diverse Community – We celebrate differences and foster an environment where all voices are heard.
• Professional Growth – We invest in your career through learning allowances, mentorship, and cross‑functional projects.

Position Overview

As the Senior Director of Scaled Customer Success, you will be the strategic leader responsible for the performance, growth, and retention of our high‑volume SMB and Schools customer segments. You will design and execute a scalable, data‑rich coverage model that blends digital engagement with high‑impact human account management. Reporting to the VP of Customer Success, you will own core revenue metrics such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), while cultivating a culture of proactive upsell, cross‑sell, and expansion.

Key Responsibilities

• Strategic Leadership – Define and implement the long‑term Scaled Customer Success strategy for SMB and Schools, including segmentation, engagement tactics, and human touchpoints.
• Revenue & Growth Ownership – Own NRR, GRR, and expansion ARR. Drive growth through renewal excellence, whitespace penetration, and proactive upsell initiatives.
• Team Development – Lead, coach, and mentor frontline managers. Establish clear performance expectations, conduct regular 1:1s, and foster a culture of accountability and continuous improvement.
• Coverage Model Design – Build a scalable, hybrid coverage model that balances tech‑touch automation with high‑impact human interactions. Partner with CS Operations to ensure data, workflows, and reporting support the model.
• Customer Journey Optimization – Collaborate with Customer Experience to refine onboarding, adoption, renewal, and expansion programs. Create playbooks, webinars, and digital campaigns that drive measurable outcomes.
• Cross‑Functional Collaboration – Work closely with Sales, Product, Marketing, Enablement, and Operations to align on goals, share insights, and advocate for the needs of scaled customers.
• Process & System Enhancement – Identify gaps in tools and workflows. Lead initiatives to implement automation, health scoring, and lifecycle triggers in platforms such as brighthush or brighthush.
• Strategic Insight & Reporting – Analyze customer data, lifecycle trends, and performance metrics to identify risks and opportunities. Present actionable recommendations to senior leadership.
• Leadership & Culture – Serve as a senior voice within the Customer Success organization, shaping the evolution of our coverage model and ensuring alignment with company values.

Essential Qualifications

• Minimum 6 years of experience in Customer Success, Account Management, or a related customer‑facing role.
• At least 2 years of people‑management experience, leading teams that deliver measurable retention, adoption, and revenue outcomes.
• Proven track record in EdTech, K‑12 education, SaaS, or institutional customer segments.
• Deep understanding of revenue metrics (NRR, GRR, Expansion ARR) and experience driving proactive upsell and cross‑sell.
• Hands‑on experience designing and optimizing scaled customer success models (tech‑touch, hybrid, or digital‑first).
• Strong analytical mindset with the ability to translate data into strategic actions.
• Excellent coaching skills and a passion for developing leaders.
• Experience partnering with CS Operations to build automation, playbooks, and health signals.
• Comfort with AI tools and a curiosity to leverage emerging technologies for efficiency.
• Legal authorization to work in the United States.

Preferred Qualifications

• Experience with brighthush, brighthush, or similar Customer Success platforms.
• Background in building scalable customer success teams in a high‑growth environment.
• Strong cross‑functional influence skills, especially with Sales, Product, and Marketing.
• Track record of implementing data‑driven processes that improve customer health and revenue.
• Experience managing a remote, distributed team across multiple time zones.
• Knowledge of educational data standards and learning science research.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Leadership & Coaching
• Customer‑Centric Mindset
• Change Management & Process Improvement
• Cross‑Functional Collaboration

What You’ll Gain at brighthush

When you join brighthush, you’re not just filling a role – you’re stepping into a mission that touches millions of students and teachers worldwide. Here’s what you can expect:

• Impact at Scale – Your work will directly influence the success of thousands of classrooms, shaping the future of education.
• Career Growth – We provide a clear path to senior leadership, with mentorship from seasoned executives and opportunities to lead cross‑functional initiatives.
• Learning & Development – Annual learning budgets, access to industry conferences, and a culture of knowledge sharing keep you at the cutting edge.
• Remote Flexibility – Work from anywhere in the U.S. with a fully supported remote setup, allowing you to balance life and work seamlessly.
• Competitive Compensation – A base salary that reflects your experience, complemented by performance bonuses tied to NRR and expansion metrics.
• Benefits Package – Comprehensive health, dental, and vision plans; 401(k) with company match; generous paid time off; and wellness stipends.
• Inclusive Culture – A community that celebrates diversity, fosters belonging, and encourages authentic voices.

Ready to Lead the Future of Education?

If you are a visionary leader who thrives on data, loves building high‑performing teams, and is passionate about transforming education, we want to hear from you. Join brighthush and help us unlock the potential of every learner, one classroom at a time.