Customer Success Manager – Bilingual SMB Champion (Mexico) – Accelerate SaaS Adoption & Growth at brighthush

Why Join brighthush?

At brighthush, we are redefining the way small and medium‑size businesses (SMBs) manage their operations through cutting‑edge, cloud‑based software solutions. Our platform empowers thousands of auto‑repair shops across Latin America to streamline workflows, improve customer experiences, and boost profitability. As a fast‑growing leader in the Information Technology sector, brighthush combines innovative technology with a people‑first culture, offering every employee the chance to make a tangible impact on the industry and on the lives of our customers.

We believe that great products are only as successful as the relationships we build with the people who use them. That’s why we are looking for a dynamic, bilingual Customer Success Manager to become the trusted advisor for our SMB clients in Mexico. If you thrive on solving problems, love guiding customers to achieve their goals, and enjoy working in a collaborative, remote‑first environment, brighthush is the place where your career can truly flourish.

About the Role

As the Customer Success Manager – SMB (Mexico) you will be the primary point of contact for a portfolio of small and medium‑size auto‑repair shops that rely on brighthush’s platform to run their daily operations. Your mission is to ensure each customer experiences maximum value, adopts new features quickly, and sees measurable growth in their business. You will partner closely with Sales, Product, and Engineering teams to relay feedback, identify upsell opportunities, and champion the voice of the customer throughout the organization.

Key Responsibilities

• Relationship Management: Build and nurture long‑term, strategic relationships with SMB decision‑makers, ensuring regular touchpoints, health checks, and proactive outreach.
• Product Adoption & Enablement: Conduct onboarding sessions, product trainings, and webinars in both English and Spanish to accelerate time‑to‑value for new customers.
• Growth & Expansion: Identify and qualify expansion opportunities within existing accounts, collaborating with the Sales team to drive upsells, cross‑sells, and renewals.
• Customer Advocacy: Serve as the customer’s voice inside brighthush, translating feedback into actionable product improvements and feature requests.
• Data‑Driven Success: Leverage CRM and customer success platforms to monitor usage metrics, health scores, and churn risk, implementing mitigation plans when needed.
• Problem Solving: Resolve escalated issues swiftly, coordinating with technical support, product, and engineering to deliver timely solutions.
• Community Building: Foster a vibrant user community through forums, case studies, and success stories that showcase best practices and inspire peer learning.
• Reporting & Documentation: Produce regular reports on account health, adoption trends, and ROI, presenting insights to internal stakeholders and customers alike.

Essential Qualifications

• Fluency in both English and Spanish, with excellent written and verbal communication skills in each language.
• 1–3 years of experience in a customer‑facing role within a SaaS environment, preferably in customer success, account management, or client services.
• Hands‑on experience with CRM and customer success tools such as Salesforce, Vitally, Zendesk, and Gainsight.
• Demonstrated ability to manage multiple accounts simultaneously while maintaining high levels of organization and attention to detail.
• Strong analytical mindset with the ability to interpret usage data, identify trends, and recommend actionable improvements.
• Proven problem‑solving skills, with a track record of turning challenging situations into positive outcomes.
• Passion for technology and a genuine curiosity about the auto‑repair industry and its evolving needs.

Preferred Qualifications

• Experience working remotely with distributed teams across different time zones.
• Background in the automotive or mechanical services sector, providing insight into the specific pain points of shop owners.
• Certification or formal training in customer success methodologies (e.g., SuccessHACKER, Gainsight Certification).
• Demonstrated success in driving revenue expansion or renewal rates above industry benchmarks.
• Familiarity with additional collaboration tools such as Slack, Asana, or Microsoft Teams.

Skills & Tools You’ll Use Daily

• CRM & Customer Success Platforms: Salesforce, Vitally, Gainsight, Zendesk.
• Communication & Collaboration: Zoom, Microsoft Teams, Slack, Google Workspace.
• Data Analysis: Excel, Google Data Studio, or similar reporting tools.
• Learning Management: LMS platforms for delivering training content to customers.

What We Offer – Compensation, Benefits & Perks

At brighthush, we recognize that our people are our greatest asset. We provide a competitive compensation package that reflects your experience and the value you bring to the team, along with a comprehensive benefits suite designed to support your well‑being and future.

• Generous Paid Time Off (PTO): Recharge with flexible vacation days and holidays.
• Retirement Savings Plan: Company‑matched contributions to help you build long‑term financial security.
• Parental Leave: Thoughtfully designed paid leave for new parents, supporting families during life’s most important moments.
• Health & Wellness: Medical, dental, and vision coverage, plus access to mental‑health resources.
• Professional Development: Budget for certifications, conferences, and online courses to keep your skills sharp.
• Remote‑First Flexibility: Work from anywhere in Mexico with a home‑office stipend for ergonomic equipment.
• Team Culture: Regular virtual coffee chats, quarterly off‑site retreats, and a vibrant internal community that celebrates diversity and inclusion.

Career Growth & Learning Opportunities

Joining brighthush means stepping onto a clear career ladder. As you master the SMB portfolio, you’ll have pathways to advance into senior customer success leadership, product strategy, or regional operations roles. Our mentorship program pairs you with seasoned leaders who will guide your professional development, while our internal mobility policy encourages you to explore cross‑functional experiences across Sales, Product, and Marketing.

Our Culture – The brighthush Way

We are proud of a culture that blends high performance with empathy. At brighthush, you will find:

• Customer‑Centric Mindset: Every decision starts with the customer’s success.
• Innovation First: We invest in the latest technologies and encourage creative problem‑solving.
• Transparency & Trust: Open communication channels, regular all‑hands updates, and a flat hierarchy that values every voice.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, with employee resource groups and inclusive policies.
• Work‑Life Harmony: Flexible schedules, wellness days, and a supportive environment that respects personal boundaries.

About brighthush

brighthush is a leading provider of cloud‑based software solutions for the auto‑repair industry. Our platform integrates appointment scheduling, parts inventory, invoicing, and customer communication into a single, intuitive dashboard. By empowering shop owners with real‑time insights and automation, brighthush helps them reduce administrative overhead, increase revenue, and deliver exceptional service to their own customers. With a rapidly expanding footprint across Latin America, we are on a mission to become the go‑to technology partner for every independent repair shop.

Ready to Make an Impact?

If you are excited about shaping the future of auto‑repair shop management, love building lasting relationships, and thrive in a fast‑paced, remote environment, we want to hear from you. Bring your bilingual expertise, SaaS experience, and passion for customer success to brighthush and help us drive the next wave of growth for SMBs across Mexico.

Apply today and start a rewarding journey where your success is directly tied to the success of the businesses you serve.

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