Strategic Customer Success Manager – Higher Education AI Conversation Intelligence – Drive Adoption, Insights & Outcomes at brighthush

About brighthush

At brighthush, we believe that every conversation shapes a student’s journey. Our mission is to empower higher‑education institutions with AI‑enabled conversation intelligence that turns everyday interactions into measurable success. From the first email a prospective student receives to the alumni outreach that keeps graduates engaged, we provide the insights, empathy, and scale that build trust and drive outcomes campus‑wide.

With a portfolio of more than 4,000 teams across 950+ universities, brighthush is the trusted partner for admissions, student affairs, alumni relations, and more. We’re not just a SaaS platform; we’re a catalyst for change, turning data into action and conversations into opportunities.

Why This Role Matters

As a Customer Success Manager (CSM) at brighthush, you will be the strategic partner that transforms how institutions use conversation data. You’ll guide them from onboarding to long‑term adoption, ensuring every interaction delivers value, drives retention, and unlocks new growth. Your work will directly influence student success, enrollment, and alumni engagement—making a tangible difference in the lives of thousands of students.

Key Responsibilities

Champion the Customer Experience

• Serve as the primary strategic advisor for each institution, aligning brighthush’s platform with their unique goals.
• Lead end‑to‑end onboarding, ensuring a smooth rollout that accelerates early adoption and sets the stage for sustained success.
• Develop clear, measurable success plans during onboarding, tying platform usage to institutional KPIs such as enrollment, retention, and engagement.
• Own customer health: monitor adoption, engagement, and performance trends; proactively identify risks and opportunities.
• Conduct quarterly reviews (BQRs) that go beyond status updates—analyze performance, surface actionable insights, and demonstrate tangible ROI.

Drive Strategic Value & Outcomes

• Partner with institutions to align brighthush usage with key priorities—admissions, student services, alumni relations, and more.
• Translate conversation data into clear, strategic recommendations that lead to measurable improvements.
• Help customers evolve their communication strategies using best practices, benchmarks, and emerging AI insights.
• Ensure that every recommendation is implemented and that results are tracked, reinforcing confidence in the platform.
• Act as a trusted advisor, ensuring customers understand not just how to use brighthush, but how to maximize its impact.

Fuel Growth Through Insight & Advocacy

• Identify expansion opportunities by aligning brighthush solutions to broader institutional needs across departments.
• Collaborate with Account Managers to develop and execute account strategies that support retention and expansion.
• Collect and elevate customer success stories, insights, and outcomes to support marketing, product development, and thought leadership.

Collaborate for Seamless Success

• Work closely with Account Managers to align on customer strategies, retention plans, and expansion opportunities.
• Partner with Product and Support teams to elevate customer challenges, share insights, and ensure swift resolution.
• Collaborate with Marketing and Content teams to develop resources, best practices, and innovative ways to engage and educate customers.

Leverage Data for Impact

• Use engagement data, ROI analysis, and conversation insights to drive proactive, data‑informed customer strategies.
• Maintain accurate, thorough documentation in HubSpot, ensuring all interactions and insights are captured.
• Identify and share trends across your portfolio to inform internal teams and contribute to continuous product and experience improvement.

Backgrounds We Value

We deeply value experience from within higher education. Whether you’ve worked in admissions, advising, enrollment management, student affairs, alumni relations, or a similar function, your institutional fluency, empathy, and stakeholder savvy are directly transferable to this role. Even if you haven’t held a traditional customer success title, we encourage you to apply—we’re committed to supporting the transition into a CSM role for the right candidate.

Essential Qualifications

• 3+ years of experience in customer success, account management, or a related role within higher education.
• Proven track record of driving adoption, engagement, and measurable outcomes for SaaS or AI‑powered platforms.
• Strong analytical mindset: ability to interpret conversation data, identify trends, and translate insights into actionable strategies.
• Excellent communication skills—both written and verbal—across all levels of an academic institution.
• Experience with CRM tools (HubSpot, Salesforce, etc.) and data visualization platforms.
• Self‑starter with a passion for continuous learning and improvement.

Preferred Qualifications

• Background in higher education operations (admissions, student services, alumni relations).
• Experience with AI or conversation analytics platforms.
• Knowledge of higher‑education metrics such as enrollment, retention, and student engagement.
• Project management experience, including the ability to manage multiple stakeholders and timelines.
• Fluency in data storytelling—turning complex data into clear, compelling narratives.

Skills & Competencies

• Strategic Thinking & Vision
• Relationship Building & Stakeholder Management
• Data Analysis & Insight Generation
• Problem Solving & Decision Making
• Project Management & Execution
• Collaboration & Cross‑Functional Leadership
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. You’ll have access to:

• Structured onboarding and mentorship programs to accelerate your impact.
• Regular learning sessions on AI, conversation analytics, and higher‑education trends.
• Opportunities to lead cross‑functional initiatives, from product feedback loops to marketing case studies.
• Clear career pathways—from CSM to Senior CSM, Customer Success Lead, or Product Management roles.
• Support for certifications in customer success, data analytics, or higher‑education administration.

Work Environment & Culture

brighthush is built on a foundation of collaboration, curiosity, and impact. Our culture is defined by:

• Inclusive teamwork that values diverse perspectives.
• Transparent communication—every voice is heard.
• Continuous feedback loops that drive personal and professional growth.
• A commitment to work‑life balance, with flexible schedules and remote‑friendly policies.
• A shared purpose: to move people forward, one conversation at a time.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market rates.
• Performance‑based bonuses tied to customer success metrics.
• Comprehensive medical, dental, and vision coverage.
• 401(k) with company match (100% of the first 3% and 50% of the next 2%).
• Flexible paid time off (PTO) and paid holidays.
• Professional development budget and tuition reimbursement.
• Wellness programs, including mental health resources and fitness stipends.
• Employee recognition programs and annual company retreats.

How to Apply

If you’re ready to lead transformative conversations, drive measurable outcomes, and make a lasting impact in higher education, we want to hear from you. Join brighthush and help us move people forward—one conversation at a time.

Apply today and become part of a team that’s changing the way institutions connect with students, alumni, and stakeholders.