Customer Success Manager – Scaled Digital‑First Success Leader for brighthush’s Cloud Service Automation Platform

Why Join brighthush?

brighthush is the premier cloud‑based service automation platform empowering facilities management teams worldwide. With a legacy of 27 years, we blend the agility of a startup with the stability of an industry leader, delivering a single, intuitive platform that lets organizations source, procure, manage, and pay for repair and maintenance services from commercial contractors. Our rapid growth trajectory is fueled by a relentless focus on product excellence and an extraordinary work environment where employees thrive both professionally and personally.

About the Role

We are expanding our Customer Success organization in the India Development Center to support a high‑volume, scaled‑success segment. As a Customer Success Manager, you will partner with a shared portfolio of roughly 300 smaller customers (about 70 accounts each) and drive product adoption, retention, and measurable value at scale. This role blends the consultative instincts of a traditional Customer Success Manager with the efficiency of a digital‑led engagement model—leveraging repeatable success plays, curated digital touchpoints, and data‑informed outreach to reach many customers without sacrificing quality.

Key Responsibilities

• Portfolio Management: Own a book of ~70 smaller customers, driving adoption, retention, and value through a mix of one‑to‑one and one‑to‑many engagements, including digital campaigns, group webinars, office hours, in‑app guidance, and curated success plays.
• Strategic Advisory: Proactively recommend brighthush’s standard methodologies, processes, and configurations that align with each customer’s business objectives, ensuring full adoption of the platform across the customer lifecycle.
• Scalable Success Motions: Execute repeatable, scalable motions such as onboarding assists, adoption checkpoints, health reviews, and renewal‑readiness outreach, all tuned to the needs of a high‑volume book.
• Health Monitoring & Risk Management: Monitor customer health signals and product usage to identify churn risk and expansion opportunities, triage at‑risk accounts, and escalate when necessary.
• Data‑Driven Business Reviews: Lead digital check‑ins and business reviews, delivering scorecard results and clear, data‑informed recommendations tailored to each customer segment.
• Rapid Issue Resolution: Respond quickly to inbound requests, prioritize and escalate critical issues, and protect the overall customer experience.
• Insight Generation: Review customer data to surface trends and anomalies, make proactive improvement suggestions, and articulate the business value of those recommendations.
• Voice of the Customer: Collect and communicate actionable feedback to drive continuous product improvements.
• Internal Advocacy: Provide internal communications on customer configuration, usage, satisfaction, and churn risk while championing the customer’s perspective.
• Cross‑Functional Collaboration: Work closely with brighthush teams across the US, EMEA, and APAC to set and execute customer success strategies.
• Performance Targets: Achieve annual objectives tied to adoption, retention, engagement, and overall portfolio health.
• Technical Mastery: Continuously learn and maintain deep knowledge of brighthush’s product suite.

Required Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years in customer success, support, account management, or a related client‑facing role.
• Excellent written and verbal English with a clear, neutral accent suitable for live conversations with US customers.
• Hands‑on experience with a SaaS or CMMS platform and a systems‑mindset for solving complex customer problems.
• Ability to quickly learn and retain knowledge of SaaS offerings.
• Strong analytical skills: ability to read customer data, apply simple statistical summaries, build meaningful visualizations, spot trends, and communicate insights clearly.
• Solid project and time‑management capabilities; adept at multitasking and prioritizing across a large book of accounts.
• Comfort presenting remotely to internal and external stakeholders, including senior leaders.
• Meticulous attention to detail and disciplined documentation practices.
• Passion for building lasting customer relationships, delivering exceptional service, and resolving conflict with empathy.
• Self‑directed, reliable, and comfortable working autonomously across time zones.
• Adaptable, receptive to feedback, and eager to improve processes.
• Collaborative team player who supports peers through cross‑training, shared best practices, and remote communication.
• Willingness to complete a product knowledge assessment after onboarding.
• Proficiency in brighthush Outlook, Word, PowerPoint, and Excel.

Preferred Qualifications

• Experience in a scaled, digital, or tech‑touch customer success model serving a high‑volume portfolio.
• Familiarity with CRM and customer success platforms such as brighthush, brighthush, brighthush, or brighthush.
• Prior experience supporting US or global customers from an offshore or global delivery center.
• Background in facilities management, procurement, or finance.
• Direct experience with brighthush’s platform (advantageous but not required).

Core Skills & Competencies

• Customer‑Centric Mindset: Ability to anticipate needs and deliver proactive value.
• Data Literacy: Comfort working with usage metrics, health scores, and churn indicators.
• Communication Excellence: Clear, concise, and persuasive written and verbal communication.
• Problem‑Solving: Structured approach to diagnosing issues and recommending solutions.
• Digital Engagement: Experience designing and executing webinars, email campaigns, and in‑app guidance.
• Time‑Zone Agility: Ability to work evening and overnight shifts aligned with US Eastern business hours.
• Technical Curiosity: Eagerness to stay current on SaaS trends and platform updates.

Tools & Systems You’ll Use Daily

• brighthush Core Platform: The central service automation solution.
• brighthush: Customer success and health‑management system.
• brighthush: Sales system of record.
• brighthush: Customer support ticketing.
• brighthush: Internal communication and collaboration.
• brighthush: Project and issue tracking.
• brighthush Office Suite: Outlook, Word, PowerPoint, Excel for documentation and analysis.

How Success Is Measured

Performance is evaluated against a balanced set of scaled‑success metrics, with specific targets set in partnership with Customer Success leadership. Key indicators include:

• Gross and net revenue retention across the assigned portfolio.
• Customer (logo) retention within the scaled segment.
• Product adoption and health‑score coverage across the book.
• Customer satisfaction (CSAT) and Net Promoter Score (NPS).
• Response and resolution times against agreed service levels for inbound requests.
• Engagement or coverage rate – the proportion of the portfolio reached through proactive and digital touchpoints.
• Timely completion of success plays, health checks, and scheduled business reviews.

Career Growth & Learning Opportunities

At brighthush, your development is a priority. You will have access to:

• Structured onboarding and continuous product training.
• Mentorship from senior Customer Success leaders across multiple regions.
• Opportunities to specialize in verticals such as facilities management, procurement, or data analytics.
• Cross‑functional projects with Product, Engineering, and Marketing, expanding your skill set beyond traditional success roles.
• Professional certifications in SaaS customer success methodologies.
• Clear promotion pathways—from Associate Manager to Senior Manager, and eventually to Director of Customer Success.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, autonomy, and collaboration. As a member of the India Development Center, you will enjoy:

• A supportive, inclusive community that celebrates diverse perspectives.
• Regular virtual coffee chats, knowledge‑sharing sessions, and team‑building activities.
• Flexibility to design a home office that meets your productivity needs (high‑speed internet, quiet space required).
• Transparent communication from leadership, with quarterly town halls and open‑door policies.
• A focus on work‑life balance—our shift aligns with US Eastern hours, but weekends are always off.

Compensation, Perks & Benefits

brighthush offers a competitive total rewards package, including:

• Market‑aligned base salary with performance‑based bonuses tied to retention and adoption metrics.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Retirement savings plan with company matching contributions.
• Generous paid time off, parental leave, and sick leave.
• Professional development stipend for courses, certifications, or conferences.
• Wellness programs, virtual fitness classes, and mental‑health resources.
• Technology allowance for home‑office equipment.

How to Apply

If you are a strategic problem‑solver who thrives in a high‑volume, digital‑first environment and is passionate about helping customers unlock the full value of a leading cloud platform, we want to hear from you. Click the link below to submit your application and take the next step toward a rewarding career with brighthush.

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Join Us and Make an Impact

At brighthush, you’ll be part of a mission‑driven team that is reshaping how organizations manage their physical assets. Your work will directly influence the efficiency, safety, and sustainability of facilities worldwide. Bring your expertise, curiosity, and enthusiasm—let’s build the future of service automation together.