Strategic Director of Scaled Customer Success – Accelerating SMB & K‑12 School Growth, Retention, and Expansion at brighthush

About brighthush

brighthush is more than an education technology provider; it is a movement that is reshaping the way teachers, students, and schools experience learning. By blending artificial intelligence, data analytics, and engaging content, brighthush turns every classroom into a dynamic, personalized learning environment where every student can thrive. Our mission is to empower educators to unlock student engagement, elevate instruction, and achieve measurable learning outcomes that ripple across communities worldwide.

Why This Role Matters

As the Strategic Director of Scaled Customer Success, you will be the linchpin that transforms our expanding customer base into a thriving ecosystem of loyal, high‑value partners. You will shape the strategy, execution, and performance of our scaled customer segments—SMB and Schools—ensuring that every interaction drives adoption, retention, renewal, and expansion. Your work will directly influence the financial health of brighthush and the educational impact we deliver worldwide.

Key Responsibilities

• Strategic Leadership – Define and execute a long‑term Scaled Customer Success strategy for SMB and Schools, determining segmentation, engagement models, and the optimal mix of digital and human touchpoints.
• Revenue & Retention Ownership – Own core metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Expansion ARR. Drive growth through proactive whitespace penetration, upsells, cross‑sell, and renewal excellence.
• Team Development – Lead, coach, and mentor frontline managers who oversee large account volumes. Establish clear performance rhythms, career development plans, and a culture of accountability and continuous improvement.
• Coverage Model Design – Build a scalable, data‑driven coverage model that pairs automation with high‑impact human engagement. Partner with CS Operations to align data, systems, workflows, and capacity planning.
• Customer Journey Optimization – Design and refine the scaled customer journey from onboarding through renewal and expansion. Collaborate with Customer Experience on onboarding programs, adoption campaigns, webinars, playbooks, and digital initiatives.
• Cross‑Functional Advocacy – Serve as the voice of scaled customers across Sales, Product, Marketing, Enablement, and Operations. Translate field insights into product, process, and go‑to‑market improvements.
• Strategic Influence – Shape the evolution of brighthush’s customer coverage model, identify gaps, propose solutions, and champion change management for new processes and systems.
• Operational Clarity – Define roles, responsibilities, success metrics, and operating rhythms for the Scaled CS team. Ensure alignment between individual contributions and broader business outcomes.

About You

• 7+ years of experience in Customer Success, Account Management, or a related customer‑facing function.
• 3+ years of people‑leadership experience, with a proven track record of driving retention, adoption, and revenue growth.
• Deep familiarity with EdTech, K‑12 education, SaaS, or institutional customer segments.
• Demonstrated success owning NRR, GRR, and Expansion ARR while executing proactive upsell and cross‑sell strategies.
• Experience building, leading, or optimizing scaled customer success models—digital‑touch, tech‑touch, or hybrid—balancing efficiency and customer experience.
• Hands‑on expertise in automation platforms and a comfort level partnering with CS Operations to design journeys, playbooks, health signals, and lifecycle triggers.
• Strategic, data‑driven leadership style that leverages customer insights, business metrics, and capacity models to inform decisions.
• Passion for coaching leaders, setting clear expectations, and fostering an environment where teams can thrive amid complexity.
• Strong cross‑functional influence skills—able to align stakeholders across Operations, Product, Marketing, Sales, and Enablement.
• Organized, systems‑oriented mindset focused on strategy, outcomes, and leadership without getting bogged down in backend administration.
• Experience leveraging AI tools to boost efficiency and productivity.
• Willingness to travel 10‑15% as needed.
• Legally authorized to work in the United States.

What We Offer

• Competitive Compensation – Base salary $120,000–$144,000, with on‑target commission up to $40,000, resulting in OTE of $160,000–$184,000. Includes incentive stock options and variable compensation.
• Health & Wellness – Comprehensive medical benefits with employer contributions, HSA support, gym reimbursement, pet insurance, and access to wellness apps.
• Fully Remote Work – Work from anywhere in the U.S. with a monthly tech stipend to support your home office.
• Family‑Friendly Benefits – Inclusive parental leave, fertility support, adoption assistance, and more.
• Financial Security – 401(k) plan with employer match to help you build long‑term wealth.
• Time Off – Flexible PTO, paid sick leave, company holidays, and a winter break from December 24th to January 1st.
• Professional Growth – Annual learning allowance for courses, workshops, conferences, and other educational resources.
• Impactful Work – Every day you help shape the future of education, improving learning outcomes for students and teachers worldwide.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the solutions we build. As Director of Scaled Customer Success, you will:

• Lead cross‑functional initiatives that influence product development, go‑to‑market strategy, and customer experience design.
• Mentor and develop the next generation of customer success leaders, creating a legacy of high‑performance teams.
• Gain exposure to executive leadership, shaping company‑wide strategy and vision.
• Participate in industry conferences, thought‑leadership panels, and educational forums to stay at the forefront of EdTech trends.
• Leverage brighthush’s AI‑powered platform to experiment with new customer engagement models and automation techniques.

Our Culture at brighthush

We thrive on curiosity, collaboration, and a relentless focus on student success. Our culture is built on:

• Transparency – Open communication across all levels, with data‑driven decision making.
• Empowerment – Trusting our teams to own outcomes and innovate.
• Diversity & Inclusion – A welcoming environment where every voice is heard and valued.
• Continuous Learning – Encouraging experimentation, feedback, and professional development.
• Work‑Life Balance – Flexible schedules, remote work, and a supportive environment that respects personal commitments.

How to Apply

If you are a visionary leader ready to drive scalable customer success at a company that is reshaping education, we want to hear from you. Submit your application through the brighthush careers portal and join a team that is passionate about making a difference.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status.