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

About brighthush

brighthush is not just another education technology company – we are a movement that is reshaping how teachers inspire, how students learn, and how schools measure success. By weaving together AI‑driven content, real‑time data analytics, and interactive instructional tools, we give educators the power to create 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 looking for visionary leaders who can steer the next chapter of our customer success journey and help us transform 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.Apply for this job