Customer Success Associate – Championing Growth & Satisfaction for Auto Repair SaaS at brighthush

About brighthush

At brighthush, we’re on a mission to revolutionize the auto repair industry by empowering shop owners with the most intuitive, cloud‑based management platform on the market. Our Shop Management System (SMS) is a comprehensive solution that streamlines every facet of a repair shop’s operations—from appointment scheduling and technician task management to invoicing and integrated payments. By giving shop owners real‑time visibility into their business, we help them save time, reduce costs, and ultimately spend more moments with their families.

Founded on the belief that every small and medium‑sized repair shop deserves the tools of a modern enterprise, brighthush has grown rapidly since our Series B funding round in 2023, led by Advanced Venture Partners. We’re not just building software; we’re building a community of shop owners who can thrive, scale, and pass on a healthy, profitable business to future generations.

Why Join brighthush?

When you join brighthush, you’re not just taking a job—you’re stepping into a role that will shape the future of an entire industry. As a Customer Success Associate, you’ll be on the front lines, directly impacting the day‑to‑day success of our customers. You’ll help them unlock the full potential of our platform, ensuring they achieve measurable results and long‑term satisfaction.

We offer a culture of collaboration, continuous learning, and innovation. Our teams work in a flexible, hybrid environment that values work‑life balance while encouraging high performance. You’ll have access to mentorship from senior leaders, opportunities to lead projects, and a clear path for career advancement.

Key Responsibilities

• Customer Engagement & Adoption – Work directly with shop owners and their teams to deepen adoption of brighthush’s SMS, ensuring they realize maximum value from the platform.
• Payments Module Management – Oversee the registration and adoption of our integrated payments solution. Communicate with customers and third‑party vendors via phone and email, update account information, and deliver incentive plans to drive usage.
• Support & Issue Resolution – Serve as the first point of contact on the support phone line. Handle product and billing inquiries, triage issues, and coordinate with engineering and billing teams to ensure timely resolution.
• Project & Initiative Leadership – Take ownership of cross‑functional projects within the Customer Success team, from onboarding playbooks to customer feedback loops, and drive continuous improvement.
• Data‑Driven Insights – Analyze customer usage data, churn metrics, and satisfaction scores to identify trends, propose solutions, and report findings to leadership.
• Collaboration with Sales & Marketing – Partner with the sales team to identify upsell opportunities and with marketing to share success stories and best practices that resonate with the broader community.
• Operational Excellence – Maintain accurate records in our CRM, update knowledge base articles, and contribute to the development of internal SOPs.
• North American Time Zone Alignment – Operate during North American business hours to provide real‑time support and maintain strong relationships with our U.S. and Canada customer base.

Essential Qualifications

• 8–24 months of experience in a software company, preferably in a SaaS environment serving SMB customers.
• Proven track record in a customer‑facing role such as Customer Success, Support, or Account Management.
• Experience managing a large book of business, with the ability to prioritize and juggle multiple accounts simultaneously.
• Exceptional organizational skills and a proactive mindset to stay ahead of deadlines and deliverables.
• Strong communication skills—both written and verbal—across all levels of the organization.
• A passion for helping others and a genuine enthusiasm for seeing customers succeed.
• Self‑starter attitude: you thrive in a fast‑paced, evolving environment and can adapt quickly to new challenges.

Preferred Qualifications

• Experience with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Background in the automotive or repair industry, giving you an edge in understanding customer pain points.
• Data analysis skills—comfort with Excel, SQL, or BI tools to extract actionable insights.
• Knowledge of payment processing and integration best practices.
• Previous experience leading or contributing to product or process improvement initiatives.

Skills & Competencies

• Customer‑Centric Mindset – Always put the customer first, anticipating needs and proactively solving problems.
• Problem‑Solving – Ability to diagnose issues quickly, think critically, and devise effective solutions.
• Collaboration – Work seamlessly with cross‑functional teams, including Product, Engineering, Sales, and Marketing.
• Time Management – Juggle multiple high‑priority tasks while maintaining a high level of quality.
• Adaptability – Thrive in a rapidly changing environment and pivot as priorities shift.
• Technical Aptitude – Comfortable learning new software tools and troubleshooting technical issues.
• Communication – Clear, concise, and persuasive communication with customers and internal stakeholders.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Success Associate, you’ll have the chance to:

• Progress to a Senior Customer Success Manager role, leading a portfolio of high‑value accounts.
• Transition into Product Management or Customer Experience Strategy roles, leveraging your deep customer insights.
• Lead cross‑functional initiatives that shape the future of our platform and customer journey.
• Participate in continuous learning programs, including certifications in customer success, data analytics, and industry‑specific knowledge.
• Attend industry conferences, webinars, and workshops to stay ahead of trends in automotive technology and SaaS customer success.

Work Environment & Culture

Our culture is built on three core pillars: Innovation, Collaboration, and Impact. We encourage employees to bring fresh ideas to the table, work together across departments, and see the tangible results of their efforts. We value transparency, celebrate successes, and learn from setbacks. Our hybrid work model offers flexibility while fostering a sense of community through regular team events, virtual coffee chats, and quarterly in‑person retreats.

Compensation, Perks, & Benefits

While specific figures vary based on experience, brighthush offers a competitive base salary, performance‑based bonuses, and equity opportunities. In addition, we provide:

• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including gym memberships and mental health resources.
• Company‑wide profit‑sharing and annual bonus structure.
• Employee referral bonuses and a supportive, inclusive workplace.

Ready to Make an Impact?

If you’re a driven, customer‑obsessed professional who thrives in a fast‑paced, growth‑oriented environment, we want to hear from you. Join brighthush and help us transform the auto repair industry—one shop at a time. Your work will directly influence how shop owners manage their businesses, improve profitability, and spend more time with their families.

Apply today and become a key player in shaping the future of automotive SaaS. We’re excited to meet the next member of our dynamic team!