Strategic Director of Scaled Customer Success – Remote, US – Driving Growth, Retention, and Expansion for SMB & Schools

About brighthush

brighthush is a trailblazing education technology company that is redefining classroom learning for every student. By blending AI‑powered content, data‑driven insights, and engaging instructional tools, we empower teachers to deliver personalized, high‑impact lessons that unlock student potential. Our mission is simple yet profound: every learner deserves a future where they can thrive, and every educator deserves the resources to make that happen. As we scale our impact, we’re looking for visionary leaders who can shape the next chapter of our customer success journey.

Why This Role Matters

As the Director of Scaled Customer Success, you will be the 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 or 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.
• Experience leveraging AI tools to drive efficiency and productivity.
• Open to 10‑15% travel as needed.
• Legally authorized to work in the United States.

Preferred Qualifications

• Prior experience in a senior customer success role within a high‑growth SaaS or EdTech company.
• Proficiency with customer success platforms (e.g., Gainsight, Planhat) and data analytics tools.
• Background in building scalable customer success frameworks for large, diverse account portfolios.
• Experience driving cross‑functional initiatives that align product, marketing, and sales around customer success metrics.
• Track record of implementing AI‑driven automation that scales customer engagement.

Skills & Competencies

• Strategic thinking and execution.
• Data‑driven decision making.
• Leadership and coaching.
• Customer‑centric mindset.
• Cross‑functional collaboration.Apply for this job