Strategic Director of Global Customer Success & Scaled Growth – Leading Scaled & Digital Customer Experience at brighthush

About brighthush

brighthush is a forward‑thinking education technology company that empowers learners, educators, and institutions worldwide to achieve their full potential. By combining cutting‑edge AI, data‑driven insights, and a human‑centric approach, we create intuitive platforms that simplify learning, foster meaningful relationships, and inspire continuous personal and professional growth. Our mission is to amplify the power of people, and we do so by building products that are as engaging as they are effective. If you are passionate about transforming education and want to be part of a culture that celebrates curiosity, collaboration, and impact, brighthush is the place for you.

Position Overview

We are looking for a visionary Strategic Director of Global Customer Success & Scaled Growth to lead our North American scaled Customer Success team and shape the future of how we partner with our digital and scaled customers worldwide. This is a brand‑new role that sits at the intersection of strategy, operations, and customer advocacy. You will bring together disparate teams, design a unified customer experience, and build scalable processes that deliver measurable value at scale. Your work will directly influence the success of thousands of customers across every region and business unit, ensuring that every interaction feels personalized, purposeful, and impactful.

Why This Role Matters

Scaled customers represent the largest segment of our customer base by count, yet they often receive a less personalized experience. By centralizing the scaled Customer Success function, you will create a single, cohesive strategy that balances volume with value. You will also own the end‑to‑end 1:many outreach program, leveraging AI and automation to deliver consistent, high‑quality communication across the entire global customer base. Your leadership will shape the future of customer success at brighthush, driving retention, expansion, and advocacy at a scale that was previously unattainable.

Key Responsibilities

• Build and Lead the NORAM Scaled Customer Success Team
  • Align and transition managers and Customer Success professionals from multiple business units into a unified team, ensuring seamless continuity for customers.
  • Coach and develop a high‑performing team of managers, empowering them to grow their own leaders and drive results independently.
  • Own hiring, onboarding, performance management, career development, and succession planning to build a resilient bench capable of scaling with growth.
  • Define coaching standards for scaled work, including persona‑based plans, 1:many engagement models, risk signals, and value conversations at volume.
  • Design organizational structures, headcount plans, coverage ratios, and reporting lines that align with the overall strategy.
  • Establish a consistent operating rhythm that keeps managers accountable and fosters collaboration across business units.
  • Partner with Sales and Renewals to forecast, execute renewals, and identify expansion opportunities across a book of thousands of accounts.
• Architect the Global Customer Success Strategy
  • Serve on the strategy leadership team as a key architect of the Global Customer Success vision, ensuring the scaled perspective informs every decision.
  • Develop a unified strategy that applies to both dedicated and scaled relationships, avoiding a fragmented approach.
  • Collaborate with the Customer Success Strategy team to create playbooks, value frameworks, and enablement materials tailored for scaled delivery.
  • Work with regional and business unit leaders to maintain consistency where needed and allow differentiation where it adds value.
  • Define global expectations and accountability frameworks for scaled coverage.
  • Own the OKRs for the Customer Success organization in partnership with other leaders.
• Define the Scaled & Digital Customer Journey
  • Map the entire scaled and digital customer journey, identifying synchronous and asynchronous touchpoints, handoffs, and optimal points for human versus programmatic engagement.
  • Design persona‑based plans and 1:many programs that deliver real value realization, ensuring scaled customers feel like true partners.
  • Leverage AI and automation to amplify team capacity while maintaining alignment with brighthush policies.
  • Validate the model with regional leaders before launch, ensuring it works across every region and business unit.
• Own 1:Many Outreach for Every Customer
  • Develop and execute a global outreach calendar that covers every product, segment, region, and business unit.
  • Decouple routine communications from CSMs, freeing them to focus on high‑impact value realization for high‑ARR accounts.
  • Design lifecycle communications tied to onboarding, adoption milestones, releases, renewal runway, and risk signals.
  • Govern the outreach cadence, ensuring a coherent sequence that avoids inbox clutter.
  • Collaborate with Marketing, Product Marketing, Communications, and Enablement to align outreach with the broader customer communication strategy.
  • Account for regional language, regulatory, and academic calendar differences to deliver timely, relevant messages.
  • Provide CSMs with the flexibility to personalize or pause outreach when the relationship demands it, while keeping the default path efficient.
  • Measure outreach performance—reach, engagement, adoption lift, and CSM time saved—and retire ineffective programs.
• Drive Retention and Growth Across Scaled & Digital Base
  • Analyze cohorts rather than individual accounts to identify risk and expansion patterns at volume.
  • Define the data and analytics needs of the scaled team and partner with CX Ops to deliver actionable insights.
  • Report on the health of the scaled base to leadership, providing data‑driven business cases for investment.

Essential Qualifications

• Proven experience designing and operating a scaled, pooled, or digital Customer Success model that delivers measurable outcomes.
• Track record of leading managers, building leadership pipelines, and enabling teams to operate autonomously.
• Experience centralizing a function from multiple business units, managing transition risk, and ensuring customer continuity.
• Strong ability to design team structures, coverage models, and segmentation that align with strategy and justify change.
• Exceptional leadership presence with customers and executives, capable of influencing decisions without formal authority.
• Experience managing retention and expansion targets across a large portfolio, with analytical rigor to work in cohorts.
• Expertise in designing customer journeys and 1:many programs, including human‑to‑digital handoffs.
• Hands‑on experience using AI to transform team operations and scale impact.
• Advanced analytical skills, comfortable with Gainsight, Salesforce, product analytics, and reporting tools.
• Demonstrated ability to launch initiatives that scale globally, not just regionally.
• Exceptional written and verbal communication skills, translating customer insights into executive‑level business impact.
• Calm, decisive presence under pressure, adept at navigating ambiguous, high‑stakes situations across multiple stakeholders.
• Willingness to travel to customer sites, conferences, and team on‑sites as needed.
• Bachelor’s degree or equivalent experience.

Preferred Qualifications

• Experience in the education technology sector or a related SaaS environment.
• Background in AI/ML product development or data science.
• Knowledge of global compliance and regulatory frameworks affecting customer communications.
• Experience with OKR development and cross‑functional goal alignment.

What You’ll Gain at brighthush

• Career Growth – Lead a high‑impact function, shape global strategy, and build a legacy that scales across the organization.
• Learning & Development – Access to a robust learning ecosystem, including tuition reimbursement, leadership programs, and AI‑powered skill development.
• Culture & Community – Thrive in an inclusive, supportive environment that values curiosity, collaboration, and continuous improvement.
• Work‑Life Balance – Flexible remote, hybrid, or in‑office options tailored to your role and location.
• Compensation & Equity – Competitive base salary, performance bonuses, and participation in our employee ownership program.
• Benefits – Comprehensive health, dental, vision, mental‑health support, generous paid time off, and wellness programs.
• Recognition – Motivosity employee recognition program and regular celebrations of individual and team achievements.

Compensation & Benefits (General Overview)

While specific packages vary by location, you can expect a competitive base salary in the range of USD 160,000–185,000 per year, supplemented by performance‑based bonuses and equity participation. Additional benefits include flexible work arrangements, generous paid time off, comprehensive health coverage, mental health resources, tuition reimbursement, and a culture that rewards innovation and impact.

How to Apply

If you are ready to lead a transformative customer success function, drive global impact, and shape the future of education technology, we encourage you to apply today. Join brighthush and help us empower learners around the world to reach new heights.