Bilingual Associate Customer Success Manager (English/French) – Driving Client Adoption, Retention, and Growth at brighthush

About brighthush

brighthush is a trailblazer in the digital contract management space, turning complex legal workflows into intuitive, cloud‑based experiences. With a presence that spans North America, Europe, and Asia, we empower organizations of all sizes—from nimble startups to Fortune 500 enterprises—to streamline their contract lifecycle through cutting‑edge e‑signature, workflow automation, and AI‑powered analytics. Our mission is simple yet powerful: make contract management faster, safer, and more insightful for every customer. At brighthush, curiosity fuels innovation, collaboration drives results, and customer delight is the North Star that guides every decision. If you thrive in a data‑driven, fast‑paced environment and want to make a tangible impact on millions of users worldwide, brighthush is the place for you.

Why This Role Matters

As a Bilingual Associate Customer Success Manager, you will be the frontline advocate for our English‑ and French‑speaking clients. Your voice will shape how businesses adopt and maximize the value of our platform, directly influencing customer retention, upsell opportunities, and the overall perception of brighthush as a trusted partner. In short, you’ll help shape the future of digital contract management and drive measurable business outcomes for our customers and the company.

Key Responsibilities

• Client Relationship Management: Serve as the primary point of contact for a portfolio of English‑ and French‑speaking customers, building deep, trust‑based relationships that foster long‑term loyalty.
• Strategic Onboarding & Adoption: Collaborate with cross‑functional teams—Product, Sales, and Engineering—to design and execute onboarding plans that accelerate time‑to‑value for new customers.
• Proactive Issue Resolution: Monitor client health metrics, identify potential risks, and intervene early with tailored solutions to prevent churn.
• Data‑Driven Insights: Analyze usage patterns, generate reports, and present actionable recommendations to customers and internal stakeholders to drive adoption and feature utilization.
• Continuous Learning & Training: Conduct regular check‑ins, product demos, and training sessions to keep clients informed about new features, best practices, and industry trends.
• Feedback Loop & Product Advocacy: Capture customer feedback, prioritize pain points, and collaborate with Product Management to influence roadmap decisions.
• Upsell & Cross‑Sell Enablement: Work closely with Sales to identify expansion opportunities, craft compelling value propositions, and support the closing of upsell deals.
• Process Improvement: Provide candid feedback on internal workflows, propose enhancements, and champion best practices across the Customer Success organization.
• Mentorship & Team Collaboration: Share knowledge, coach junior team members, and contribute to a culture of continuous improvement and high performance.
• Global Account Support: Manage relationships with clients across multiple geographies, ensuring consistent service quality and cultural sensitivity.
• Customer Advocacy: Represent the voice of the customer in internal meetings, ensuring their needs are reflected in product development and service delivery.

Essential Qualifications

• Bilingual Proficiency: Native or near‑native fluency in both English and French (written and spoken). Ability to switch seamlessly between languages in all client interactions.
• Customer Success Experience: Minimum of 2 years in a customer success, account management, or client‑facing role within SaaS or enterprise software environments.
• Analytical Mindset: Strong quantitative skills; comfortable working with data dashboards, CRM systems, and deriving insights that drive business decisions.
• Communication Excellence: Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for clients.
• Problem‑Solving Aptitude: Proven track record of diagnosing issues, developing solutions, and delivering results under tight deadlines.
• Tech Savvy: Comfortable navigating cloud platforms, APIs, and integration concepts.
• Collaboration & Team Spirit: Demonstrated ability to work effectively across multidisciplinary teams in a fast‑paced environment.

Preferred Qualifications

• Industry Knowledge: Experience in legal, finance, or procurement sectors where contract management is critical.
• Advanced CRM Expertise: Proficiency in leading CRM platforms such as Salesforce, HubSpot, or similar tools.
• Project Management Skills: Familiarity with Agile methodologies and project tracking tools such as Jira, Trello, or Asana.
• Multicultural Experience: Prior exposure to working with clients across multiple geographies and cultures.
• Continuous Learning: Passion for staying current with industry trends, emerging technologies, and best practices in customer success.

Core Skills & Competencies

• Client‑Centric Mindset
• Strategic Thinking & Execution
• Data Analysis & Reporting
• Conflict Resolution & Negotiation
• Time Management & Prioritization
• Adaptability & Resilience
• Team Collaboration & Knowledge Sharing
• Technical Literacy & Integration Awareness

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As an Associate Customer Success Manager, you will have access to a wealth of development resources and clear career pathways:

• Structured mentorship programs with senior leaders in Customer Success, Product, and Sales.
• Regular training sessions on new product releases, industry regulations, and advanced analytics.
• Opportunities to lead cross‑functional projects, enhancing your project management and stakeholder engagement skills.
• Clear career ladder: from Associate to Senior Customer Success Manager, then to Customer Success Lead or Director roles.
• Annual learning stipend to pursue certifications (e.g., CSF, PMP, or relevant technical courses).
• Access to an internal knowledge base and community forums where you can share insights and best practices with peers worldwide.

Work Environment & Company Culture

brighthush thrives on a culture that values transparency, innovation, and inclusivity. You’ll find:

• Remote‑first flexibility with optional on‑site hubs in major cities.
• Weekly “Innovation Fridays” where teams pitch new ideas and experiment with emerging tech.
• Monthly “Culture & Wellness” events—virtual yoga, mindfulness sessions, and team‑building activities.
• Open‑door leadership policy: executives are accessible and receptive to ideas from all levels.
• Commitment to diversity, equity, and inclusion, reflected in hiring practices, employee resource groups, and community outreach.
• Collaborative workspace with cross‑functional teams that celebrate wins together.
• Annual company retreats that blend learning, networking, and fun.

Compensation, Perks & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for bilingual customer success professionals.
• Performance‑based bonuses tied to customer satisfaction, retention, and upsell metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program with a generous contribution rate.
• Unlimited paid time off (PTO) and flexible work arrangements.
• Annual professional development budget for conferences, courses, and certifications.
• Employee stock purchase plan (ESPP) to share in the company’s growth.
• Wellness stipend and on‑site fitness facilities at select locations.
• Employee referral program with attractive rewards.
• Regular team‑building retreats and off‑site events.

How to Apply

Ready to take the next step in your career and help shape the future of digital contract management? Submit your application through our careers portal or click the link below to explore this exciting opportunity in more detail.

Apply to this job at brighthush

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or any other legally protected characteristic.