Senior Remote Customer Success Manager – Higher Education AI Conversation Intelligence Specialist – Championing Onboarding, Adoption, Growth, and Student Engagement to Drive Enrollment, Retention, and Institutional Success at brighthush

About brighthush

brighthush is a trailblazing AI‑enabled conversation intelligence platform that is redefining how higher education institutions connect, engage, and thrive in an increasingly digital world. Since its founding in 2009, brighthush has grown from a small startup in Buffalo, New York into a trusted partner for universities, colleges, and other post‑secondary organizations across the United States and beyond. With a dedicated team of 51‑200 passionate professionals, we empower institutions to transform every student, faculty, and staff interaction into a measurable opportunity.

Our mission is simple yet powerful: help institutions do more with less by turning every conversation into actionable insight. Whether it’s a prospective student’s first inquiry, a faculty member’s outreach, or a student’s support request, brighthush captures, analyzes, and delivers intelligence that drives real‑world impact—boosting enrollment, improving retention, and enhancing student engagement.

Why Join brighthush?

• Remote‑First Culture: Work from anywhere in the United States while collaborating with a global team of experts.
• Impactful Work: Your strategies will directly influence student outcomes, enrollment numbers, and institutional reputation.
• Career Growth: We invest in continuous learning—internal training, industry conferences, and mentorship programs keep you ahead of the curve.
• Inclusive Environment: Diversity, equity, and inclusion are woven into every aspect of our culture—from hiring to daily interactions.
• Competitive Compensation & Benefits: Comprehensive medical, dental, and vision coverage; 401(k) with company match; flexible PTO; generous leave policies; 13 paid holidays, including a week off between Christmas and New Year’s.

Role Overview

As a Senior Remote Customer Success Manager at brighthush, you will be the primary strategic partner for our higher education clients. Your mission is to guide institutions through a seamless onboarding journey, champion adoption of the brighthush platform, and translate data insights into tangible outcomes that drive enrollment, retention, and student engagement. You will be the catalyst that turns conversation data into actionable strategies, ensuring that every interaction contributes to measurable institutional success.

Key Responsibilities

• Strategic Partnership: Serve as the trusted advisor to each client, aligning brighthush capabilities with their institutional goals and long‑term vision.
• Onboarding Leadership: Design and execute structured rollout plans that accelerate early adoption, set clear milestones, and establish a foundation for sustained success.
• Success Planning: Craft clear, measurable success plans during onboarding, tying platform usage to specific outcomes such as increased enrollment conversion rates or improved student satisfaction scores.
• Customer Health Management: Monitor adoption, engagement, and performance trends; proactively identify risks and opportunities; and develop mitigation plans.
• Quarterly Reviews: Conduct brighthush Quarterly Reviews (BQRs) that go beyond status updates—analyze performance, surface insights, and recommend actionable strategies that align with institutional priorities.
• Institutional Alignment: Partner with clients to align platform usage with key priorities such as enrollment, retention, and student engagement, ensuring that every feature is leveraged to its fullest potential.
• Outcome Delivery: Drive measurable improvements by ensuring recommendations are implemented, results are tracked, and success metrics are met or exceeded.
• Data Analysis: Dive into brighthush conversation and engagement data to identify trends, diagnose challenges, and provide strategic recommendations that inform decision‑making.
• Communication Strategy Evolution: Help clients evolve their communication tactics using best practices, benchmarks, and emerging AI‑driven insights.
• Value Translation: Translate product capabilities into real‑world impact, ensuring clients understand not just how to use brighthush, but how to maximize its value.
• Momentum Building: Ensure onboarding success translates into early wins that build confidence and long‑term engagement.
• Expansion Identification: Spot and shape expansion opportunities by aligning brighthush solutions to broader institutional needs across departments.
• Account Collaboration: Work closely with Account Managers to develop and execute account strategies that support retention and growth.
• Insight Advocacy: Gather and elevate customer insights, success stories, and outcomes to support marketing, product development, and thought leadership.
• Cross‑Functional Collaboration: Partner with Product and Support teams to elevate customer challenges, share insights, and ensure swift resolution.
• Content Development: Collaborate with Marketing and Content teams to create resources, best practices, and innovative ways to engage and educate customers.
• Data‑Driven Strategy: Use engagement data, ROI analysis, and conversation insights to drive proactive, data‑informed customer strategies.
• Documentation: Maintain accurate and thorough records in HubSpot, capturing all customer interactions and insights.
• Trend Sharing: Identify and share trends across your portfolio to inform internal teams and contribute to continuous product and experience improvement.

Essential Qualifications

• 3+ years of experience in a customer success, account management, or advisory role within higher education (admissions, advising, enrollment management, student affairs, alumni relations, or similar).
• Deep understanding of the higher education landscape, including institutional priorities and challenges.
• Proven track record of driving adoption and measurable outcomes for SaaS or AI‑enabled platforms.
• Strong analytical skills with the ability to interpret engagement data and translate findings into actionable recommendations.
• Excellent communication and presentation skills—capable of engaging stakeholders at all levels.
• Proficiency with CRM systems (HubSpot preferred) and data visualization tools.
• Self‑motivated, highly organized, and comfortable working independently in a remote environment.

Preferred Qualifications

• Experience with AI‑driven conversation analytics or similar technology.
• Background in product management or project management.
• Knowledge of higher education metrics such as enrollment rates, retention, and student engagement.
• Fluency in data storytelling and the ability to create compelling narratives from complex data sets.
• Experience leading cross‑functional initiatives and influencing product roadmaps.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Data Analysis & Insight Generation
• Project Management & Process Design
• Stakeholder Management & Influence
• Communication & Storytelling
• Problem Solving & Decision Making
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Internal training programs covering AI, data analytics, and higher education trends.
• Industry conferences and workshops to stay ahead of emerging best practices.
• Mentorship from senior leaders who are passionate about shaping the future of education technology.
• Clear career pathways—from Customer Success Manager to Senior Customer Success Lead, and beyond into product or strategy roles.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the United States while staying connected through:

• Weekly virtual team huddles and cross‑functional syncs.
• Open communication channels via Slack, Teams, and email.
• Annual in‑person retreats that bring the team together for strategy, learning, and celebration.
• A culture that values transparency, collaboration, and a healthy work‑life balance.

Compensation & Benefits

While specific salary ranges are competitive and commensurate with experience, we offer a comprehensive benefits package that includes:

• Full medical, dental, and vision coverage.
• 401(k) plan with company match: 100% of the first 3% and 50% of the next 2%.
• Flexible paid time off (PTO) to recharge and pursue personal interests.
• Competitive leave policies, including parental leave and bereavement.
• 13 paid holidays, with a week off between Christmas and New Year’s.
• Professional development stipend and access to industry conferences.
• Wellness programs and mental health resources.

How to Apply

If you’re passionate about transforming higher education through AI‑enabled conversation intelligence and thrive in a fast‑paced, remote environment, we’d love to hear from you. Submit your application through our careers portal and join a team that is redefining how institutions connect with students, staff, and alumni.

Ready to make a difference? Apply now and help brighthush empower higher education institutions to achieve measurable outcomes, enhance student engagement, and drive sustainable growth.

We look forward to exploring how your expertise and vision can shape the future of education technology at brighthush.