Customer Experience Manager – Strategic Engagement Lead for Global EHS+ Solutions

About brighthush

brighthush is a trailblazer in the Environmental, Health, Safety, and Sustainability (EHS+) technology space. For over four decades, we have empowered more than 1,500 of the world’s most complex organizations to see, understand, and prevent risks across every facet of their operations. Our cloud‑native platform fuses people, data, and AI agents to deliver a single, trustworthy view of safety, quality, and sustainability metrics. By automating workflows and providing personalized insights, we help our customers make smarter, faster decisions that protect their people, planet, and bottom line.

Our success is built on a culture of innovation, integrity, and impact. We are recognized by leading analysts, have earned numerous industry awards, and are celebrated for our strong employee culture and outstanding business performance. At brighthush, we believe that the best solutions are created by people who are passionate about making a difference.

Why brighthush?

As a Customer Experience Manager, you will be at the heart of our mission to deliver world‑class service and advocacy. You will work with a global team of product, sales, support, and marketing professionals to shape the way our customers interact with the brighthush platform. In return, you will enjoy a dynamic, values‑driven environment that rewards creativity, ownership, and continuous learning.

Key Benefits & Perks

• Competitive base salary commensurate with experience and market benchmarks.
• Comprehensive health, dental, and vision plans, including coverage for dependents.
• Retirement savings plan with employer match (RRSP, 401(k), etc.).
• One‑time home office stipend and a monthly internet allowance to support your remote workspace.
• Annual fitness allowance and access to wellness programs (Calm Premium, Talkspace).
• Unlimited learning budget for courses, certifications, and conferences.
• High Talent Program: mentorship, leadership training, and cross‑functional project opportunities.
• Inclusive, flexible work culture with a focus on work‑life balance.
• Equity in a high‑growth, industry‑leading company.

What You’ll Do

As the Customer Experience Manager, you will be the champion of our customers’ success. Your day‑to‑day responsibilities will span strategic planning, hands‑on engagement, and cross‑functional collaboration. You will:

Strategic Customer Engagement

• Design and execute multi‑channel engagement strategies that increase platform adoption, usage, and renewal rates.
• Develop and manage a robust customer advocacy program that turns satisfied users into brand ambassadors.
• Lead the planning and execution of high‑impact events such as user group meetings, roundtables, and webinars.
• Collaborate with Product and Marketing to create tailored content, case studies, and success stories that resonate with key stakeholders.

Proactive Relationship Management

• Serve as the primary point of contact for key customer administrators, building trust and ensuring they have the resources needed for success.
• Conduct regular check‑ins, business reviews, and adoption workshops to surface pain points and capture feedback.
• Facilitate the brighthush Learn & Connect series, coordinating schedules, topics, and speaker line‑ups.
• Own the end‑to‑end lifecycle of the brighthush NPS program: survey design, distribution, analysis, and action planning.
• Drive the growth of the brighthush reference program, identifying high‑profile customers, securing testimonials, and coordinating reference calls.

Data‑Driven Insights & Continuous Improvement

• Analyze customer usage data, support tickets, and survey results to uncover trends and opportunities for improvement.
• Translate insights into actionable recommendations for Product, Support, and Operations teams.
• Develop and maintain dashboards that track key metrics such as NPS, churn, adoption, and customer health scores.
• Champion a culture of experimentation, testing new engagement tactics and measuring their impact.

Cross‑Functional Collaboration

• Partner closely with Sales to identify upsell and cross‑sell opportunities based on customer usage patterns.
• Work with Support to triage high‑impact issues and ensure timely resolution.
• Collaborate with Product to prioritize feature requests and beta programs.
• Engage with Marketing to align messaging, campaigns, and content with customer needs.
• Coordinate with Professional Services to design and deliver implementation and training programs.

Who You Are

We’re looking for a customer‑centric leader who thrives in a fast‑paced, agile environment. You bring a blend of strategic thinking, analytical rigor, and hands‑on execution. Below are the essential and preferred qualifications that will help you succeed in this role.

Essential Qualifications

• 5+ years of experience in customer success, account management, or client engagement within SaaS or EHS+ solutions.
• Proven track record of driving customer adoption, retention, and satisfaction.
• Exceptional communication, presentation, and storytelling skills.
• Strong analytical mindset with the ability to interpret data and translate it into actionable insights.
• High attention to detail, organization, and the ability to manage multiple projects simultaneously.
• Experience managing NPS or similar customer feedback programs.
• Comfortable working remotely with a strong sense of self‑direction and accountability.
• Post‑secondary education in Business, Information Technology, Health & Safety, or a related field.

Preferred Qualifications

• Experience in the EHS+ or sustainability technology space.
• Background in product marketing or customer advocacy programs.
• Knowledge of AI‑driven analytics and workflow automation.
• Experience leading cross‑functional initiatives and influencing senior stakeholders.
• Fluency in additional languages (e.g., French, Spanish) is a plus.

Skills & Competencies

• Customer‑first mindset with a passion for delivering exceptional service.
• Strategic thinking and the ability to translate vision into actionable plans.
• Data‑driven decision making and proficiency with analytics tools (Excel, Power BI, Tableau).
• Strong facilitation and training skills for virtual workshops and webinars.
• Project management expertise, including roadmap creation and milestone tracking.
• Adaptability and resilience in a rapidly evolving environment.
• Team player who thrives in cross‑functional collaboration.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the solutions we build. You will:

• Progress into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Participate in the High Talent Program, gaining mentorship from senior leaders and exposure to strategic initiatives.
• Lead cross‑functional projects that shape product roadmaps and influence market strategy.
• Access a generous learning budget for certifications, conferences, and advanced courses.
• Benefit from a culture that rewards innovation, ownership, and continuous improvement.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere in Canada while staying connected to a vibrant, collaborative team. We value:

• Transparency and open communication across all levels.
• Agility and the ability to pivot quickly in response to customer needs.
• Inclusivity and respect for diverse perspectives.
• Work‑life balance, supported by flexible hours and a focus on results rather than hours.
• Recognition and celebration of achievements, both big and small.

How to Apply

If you are ready to lead the charge in transforming customer experience for a global EHS+ platform, we want to hear from you. Submit your application through our careers portal or send your resume and cover letter to [email protected]. We look forward to exploring how your expertise can help us continue to set the standard for safety, sustainability, and customer success.

brighthush is an Equal Opportunity Employer

brighthush is committed to creating a diverse and inclusive workplace. We do not discriminate on the basis of race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. If you require accommodation during the application or interview process, please let us know.