Senior Remote Customer Success Manager – Higher Education & Graduation Events Platform – Driving Retention, Upsell, and Advocacy for brighthush

About brighthush

brighthush is more than a technology provider; we are the architects of celebration. Since 2003, we have partnered with universities, community colleges, and public‑sector institutions across the United States to reimagine how they honor the most pivotal moments of a student’s academic journey. Whether it’s an in‑person gala, a live‑streamed ceremony, or a hybrid experience that blends the best of both worlds, our platform delivers a seamless, scalable, and highly engaging solution that keeps the excitement alive long after the confetti settles.

With a dedicated team of 51‑200 professionals, we blend cutting‑edge software engineering, data science, and a passion for education to create moments that resonate. Our mission is simple: empower institutions to celebrate milestones with confidence, creativity, and community impact.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven culture that values innovation, collaboration, and continuous learning. Our remote‑first environment gives you the flexibility to work from anywhere in the USA while staying connected to a vibrant community of thinkers, creators, and educators. We champion diversity, equity, and inclusion, and we’re committed to fostering a workplace where every voice is heard and every idea can flourish.

We believe that the best ideas come from people who feel safe, respected, and empowered. That’s why we invest in:

• Transparent communication channels that keep everyone in the loop.
• Regular virtual town halls and cross‑departmental hackathons.
• Mentorship programs that pair emerging leaders with seasoned executives.
• Continuous professional development through curated courses, certifications, and industry conferences.

Role Overview

As a Senior Remote Customer Success Manager, you will be the trusted partner for our university clients after the sale. Your primary focus will be to ensure long‑term success, drive renewals, and unlock new revenue opportunities through upsells and cross‑sell initiatives. You will own a portfolio of high‑value accounts, build lasting relationships with key stakeholders, and serve as the bridge between our customers and the product, implementation, and support teams.

In this role, you will:

• Act as the single point of contact for all strategic conversations with university partners.
• Translate customer goals into actionable product roadmaps and feature requests.
• Champion a culture of proactive engagement that turns satisfied users into enthusiastic advocates.

Key Responsibilities

• Account Portfolio Management: Own a large, diverse portfolio of university partners, cultivating deep relationships with decision‑makers, program directors, and IT leads.
• Renewal Leadership: Lead the renewal process from forecasting to contract negotiation, ensuring timely closures and maximizing revenue retention.
• Revenue Expansion: Identify and close upsell and cross‑sell opportunities by understanding each customer’s evolving goals, usage patterns, and strategic priorities.
• Quota Achievement: Consistently meet or exceed targets for retention, renewal, and expansion revenue, contributing to the overall growth trajectory of brighthush.
• Account Health Monitoring: Proactively track health metrics, detect churn risks early, and develop targeted action plans to mitigate potential loss.
• Cross‑Functional Collaboration: Partner closely with Product, Implementation, and Support teams to resolve issues, prioritize feature requests, and accelerate customer success.
• CRM Stewardship: Maintain accurate, up‑to‑date account notes, pipeline data, and forecasts in our CRM system.
• Customer Advocacy: Capture and share customer feedback, usage insights, and success stories with internal stakeholders to shape product roadmap and enhance the overall customer experience.
• Thought Leadership & Events: Present to large online audiences in webinars, host multi‑school collectives, and travel occasionally to graduation ceremonies to represent brighthush and gather on‑the‑ground insights.

Essential Qualifications

• Minimum of 2 years’ experience in a Customer Success, Onboarding, or Account Management role within the technology or software industry.
• Proven track record of managing multiple high‑value customer relationships simultaneously while prioritizing effectively.
• Strong quota‑carrying mindset with demonstrable success in renewals and upselling.
• Exceptional written and verbal communication skills, including experience presenting to senior stakeholders and negotiating contracts.
• High level of organization, meticulous follow‑through, and the ability to work independently in a remote setting.
• Ability to translate complex technical concepts into actionable insights for non‑technical audiences.
• Bachelor’s degree (4‑year) from an accredited institution.
• Experience working with CRM platforms such as brighthush.
• Prior exposure to the education, higher‑education, or public‑sector market segments is highly desirable.

Preferred Qualifications

• Experience in the higher‑education technology space, particularly with event‑management or graduation‑ceremony platforms.
• Background in data‑driven customer success, with proficiency in using analytics to drive decision‑making.
• Knowledge of the unique challenges and compliance requirements faced by universities and public‑sector institutions.
• Fluency in multiple languages or experience working with international clients.

Required Skills & Competencies

• Customer‑Centric Mindset: Passion for helping clients achieve their goals and a genuine interest in their success.
• Strategic Thinking: Ability to see the big picture, anticipate future needs, and develop long‑term plans.
• Analytical Acumen: Comfortable working with data, interpreting usage metrics, and deriving actionable insights.
• Collaboration & Influence: Skilled at building cross‑functional partnerships and influencing stakeholders at all levels.
• Adaptability: Thrives in a fast‑paced, evolving environment and can pivot quickly when priorities shift.
• Tech Savvy: Comfortable navigating SaaS platforms, CRM systems, and basic data visualization tools.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Remote Customer Success Manager, you will:

• Advance to a Customer Success Leadership role, overseeing a team of success managers and shaping the overall strategy.
• Transition into Product Management or Business Development tracks, leveraging your deep customer insights.
• Participate in our Leadership Development Program, which includes mentorship, executive shadowing, and targeted training.
• Access a curated library of courses, certifications, and industry conferences to stay ahead of trends in higher‑education technology.
• Lead cross‑departmental initiatives that influence product direction, marketing strategy, and go‑to‑market plans.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that respect your personal and professional life.
• Regular virtual town halls, team‑building events, and a vibrant Slack community.
• Annual “Innovation Day” where employees pitch new ideas and collaborate across departments.
• A culture that celebrates wins—both big and small—through shout‑outs, spot bonuses, and public recognition.
• Access to a global network of peers, mentors, and industry experts.

Compensation, Perks & Benefits

While specific figures vary by experience and location, brighthush offers a competitive base salary complemented by:

• Performance‑based bonuses tied to renewal, upsell, and retention metrics.
• Health, dental, and vision insurance plans for you and your dependents.
• 401(k) matching program to support your long‑term financial goals.
• Unlimited paid time off (PTO) and a generous parental leave policy.
• Monthly stipend for home‑office equipment and high‑speed internet.
• Access to wellness resources, including virtual fitness classes and mental‑health support.
• Annual professional development budget for courses, certifications, and conferences.
• Employee referral program with competitive rewards.

How to Apply

If you’re ready to make a tangible impact on the graduation experiences of thousands of students and their families, we’d love to hear from you. Submit your application through the link below and join the brighthush family—where innovation meets purpose.