Customer Success Associate – Driving Growth, Satisfaction, and Innovation in Auto Repair SaaS at brighthush
Welcome to brighthush – Where Auto Repair Meets Cutting‑Edge SaaS
At brighthush, we’re not just building software; we’re redefining how auto repair shops operate in the 21st century. Our flagship Shop Management System (SMS) brings together appointment scheduling, technician task management, invoicing, and integrated payments into one intuitive, cloud‑based platform. By giving shop owners real‑time visibility into every facet of their business, we help them save time, cut costs, and, most importantly, 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 experienced rapid growth since our Series B funding round in 2023. We’re backed by visionary investors who share our mission to empower shop owners to thrive, scale, and leave a lasting legacy.
As a Customer Success Associate, you’ll be the heartbeat of our customer experience. You’ll partner with shop owners, technicians, and internal teams to ensure they unlock the full potential of our platform, driving measurable results and long‑term loyalty.
Why Your Next Career Move Should Be at brighthush
We’re looking for a customer‑obsessed professional who thrives in a fast‑paced, growth‑oriented environment. At brighthush, you’ll:
- Shape the future of an entire industry by helping shop owners achieve operational excellence.
- Collaborate with cross‑functional teams—Product, Engineering, Sales, Marketing—to deliver continuous value.
- Own high‑impact projects that influence product roadmap and customer journey.
- Advance your career through clear pathways, mentorship, and a culture that rewards innovation.
Key Responsibilities – Your Day‑to‑Day Impact
- Customer Engagement & Adoption – Build strong relationships with shop owners and their teams, guiding them through onboarding, training, and advanced feature adoption to maximize platform ROI.
- Payments Module Management – Champion the registration and adoption of our integrated payments solution. Communicate with customers and third‑party vendors, update account details, and design incentive plans that drive usage.
- Support & Issue Resolution – Serve as the first point of contact on the support line. Triage product and billing inquiries, collaborate with Engineering and Billing to resolve issues swiftly, and ensure a seamless customer experience.
- Project & Initiative Leadership – Own cross‑functional projects such as onboarding playbooks, customer feedback loops, and process improvements. Drive project timelines, deliverables, and post‑implementation reviews.
- Data‑Driven Insights – Analyze usage data, churn metrics, and satisfaction scores. Identify trends, propose actionable solutions, and present findings to leadership.
- Collaboration with Sales & Marketing – Partner with Sales to uncover upsell opportunities and with Marketing to craft success stories and best‑practice content that resonates across the 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 nurture strong relationships with our U.S. and Canada customer base.
Essential Qualifications – What We Expect
- 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 Apply for this job