Strategic Director of Scaled Customer Success – Remote, US – Championing Growth, Retention, and Expansion for SMBs and K‑12 Schools at brighthush

About brighthush

brighthush is more than an education technology company – it is a global movement dedicated to transforming the way teachers inspire, students learn, and schools measure success. By weaving together AI‑driven content, real‑time data analytics, and interactive instructional tools, brighthush empowers educators to craft personalized, high‑impact lessons that unlock every learner’s potential. Our mission is simple yet profound: every student deserves a future where they can thrive, and every teacher deserves the resources to make that happen. As we accelerate our global footprint, we are seeking visionary leaders who can steer the next chapter of our customer success journey and help us reshape education worldwide.

Why This Role Matters

In a rapidly evolving EdTech landscape, the ability to scale customer success while maintaining a human touch is a competitive differentiator. As the Strategic Director of Scaled Customer Success, you will become the chief architect of a high‑performance, data‑driven coverage model that serves our most dynamic customer segments – small and medium‑sized businesses (SMBs) and K‑12 schools. Your strategic vision will translate into measurable outcomes: increased net revenue retention (NRR), higher gross revenue retention (GRR), accelerated adoption, and a culture of proactive expansion. You’ll lead frontline managers, empower them with the tools and insights they need, and ensure that every interaction with our customers is a step toward lasting success.

Key Responsibilities

• Strategic Leadership: Define and execute a long‑term Scaled Customer Success strategy for brighthush’s SMB and Schools segments, determining segmentation, engagement touchpoints, and the optimal blend of digital and human interaction.
• Revenue & Retention Ownership: Own NRR, GRR, and expansion ARR targets. Drive growth through renewals, upsells, cross‑sell opportunities, and whitespace penetration.
• Lead, coach, and develop frontline managers who oversee large account portfolios, ensuring they deliver on key business outcomes and foster a culture of accountability.
• Design and refine the scaled coverage model in partnership with CS Operations, ensuring alignment with data, systems, workflows, and capacity planning.
• Maintain accountability for core metrics—product adoption, customer health, renewal readiness, and engagement—and use insights to adjust strategy.
• Build the team’s ability to identify and influence growth opportunities, coaching managers and CSMs on upsell signals, customer needs, and cross‑functional collaboration.
• Collaborate with Customer Experience to design and improve the scaled customer journey, from onboarding to expansion readiness.
• Forge strong cross‑functional partnerships with Sales, CS Operations, Product, Marketing, Enablement, and Customer Experience, ensuring the voice of the customer informs product and go‑to‑market strategy.
• Serve as a senior leader within the Customer Success organization, shaping the evolution of our coverage model and driving adoption of new processes and systems.
• Clarify the Scaled CS team’s ownership, roles, success metrics, and operating rhythms, ensuring alignment with broader business objectives.

Essential Qualifications

• 6+ years of experience in Customer Success, Account Management, or a related customer‑facing function.
• 2+ years of people‑leadership experience, with a proven track record of driving retention, adoption, and revenue outcomes.
• Deep familiarity with the EdTech, K‑12 education, or SaaS landscape, especially within SMB and institutional customer segments.
• Demonstrated success owning revenue metrics (NRR, GRR, Expansion ARR) and executing proactive expansion strategies.
• Experience building, leading, or optimizing scaled customer success models—digital‑touch, tech‑touch, or hybrid—balancing efficiency and customer experience.
• Hands‑on experience designing automation models that support scaled teams, and comfort partnering with CS Operations to build playbooks, health signals, lifecycle triggers, and automated engagement motions in tools such as brighthush.
• Strategic, data‑driven leadership style that leverages customer insights, business metrics, and capacity models to inform decisions.
• Passion for coaching leaders, setting clear expectations, holding teams accountable, and navigating ambiguity.
• Strong cross‑functional influence skills, collaborating with Operations, Product, Marketing, Sales, Enablement, and Customer Engagement.
• Highly organized, systems‑mindful approach that identifies necessary processes, tools, and reporting without owning backend administration.

Preferred Qualifications

• Experience in a high‑growth SaaS company with a focus on education or related industries.
• Proficiency with CRM and customer success platforms such as Salesforce, Gainsight, or HubSpot.
• Background in data analytics, with the ability to translate complex metrics into actionable insights.
• Track record of building and scaling high‑performance teams across multiple regions or time zones.
• Knowledge of K‑12 curriculum standards and educational technology adoption cycles.
• Experience with AI‑driven personalization tools and learning analytics.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Data Literacy: Comfortable with dashboards, cohort analysis, and predictive modeling.
• Leadership & Coaching: Proven ability to inspire, develop, and retain top talent.
• Customer Advocacy: Deep empathy for customer pain points and a relentless drive to solve them.
• Cross‑Functional Collaboration: Skilled at aligning diverse teams toward shared goals.
• Change Management: Experience leading organizational change and adoption of new processes.
• Communication: Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As the Strategic Director of Scaled Customer Success, you will:

• Lead a cross‑functional executive team, gaining exposure to product, sales, and marketing strategy at the highest level.
• Shape the future of EdTech by influencing product development, go‑to‑market strategies, and customer experience initiatives.
• Mentor and develop the next generation of customer success leaders, creating a lasting legacy within the organization.
• Participate in global leadership forums, industry conferences, and thought‑leadership panels.
• Access to continuous learning resources, including leadership development programs, industry certifications, and mentorship from senior executives.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, collaboration, and purpose. Our remote-first model empowers employees to work from anywhere while staying connected through:

• Weekly all‑hands meetings and town halls to share progress and celebrate wins.
• Transparent OKR (Objectives & Key Results) frameworks that align individual goals with company vision.
• Regular hackathons and innovation sprints that encourage experimentation.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Flexible work hours and a focus on work‑life balance.

Compensation, Perks, and Benefits

While specific figures are tailored to individual experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and industry standards.
• Performance‑based bonuses tied to revenue, retention, and customer satisfaction metrics.
• Equity or stock‑option plans that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for conferences, courses, and certifications.
• Wellness programs, including virtual fitness classes and mental health resources.
• Flexible work arrangements and a fully remote environment.

How to Apply

If you are ready to lead brighthush’s customer success strategy, drive measurable growth, and help shape the future of education technology, we want to hear from you. Submit your application through the link below and join a team that is passionate about making a difference in classrooms worldwide.