Customer Success Manager – Strategic Account Growth, Retention & Revenue Optimization for brighthush’s SaaS Solutions

About brighthush

At brighthush, we empower businesses across construction, building products, and market intelligence sectors with cutting‑edge SaaS platforms that turn data into actionable insight. Our mission is to simplify complex workflows, accelerate decision‑making, and deliver measurable value to every customer we serve. As a fast‑growing, fully remote‑first organization, brighthush blends innovative technology with a people‑first culture, giving our team members the freedom to work from anywhere while collaborating as a tightly‑knit community of problem‑solvers.

Why This Role Matters

The Customer Success Manager (CSM) is the heartbeat of the brighthush customer journey. You will own a portfolio of strategic accounts, guiding them from onboarding through adoption, renewal, and expansion. Your success will be measured by the health of your accounts, the revenue you retain, and the growth you unlock—making you a direct driver of brighthush’s long‑term profitability and market leadership.

Key Responsibilities

1. Portfolio Management & Revenue Retention

• Own a defined set of enterprise‑level customer accounts throughout the entire lifecycle.
• Develop proactive, data‑driven account plans that prioritize satisfaction, adoption, and long‑term value.
• Lead renewal planning, execution, and forecasting to consistently meet or exceed Gross Revenue Retention (GRR) targets.
• Identify at‑risk accounts early, design and implement documented retention strategies, and mitigate churn.
• Collaborate with the Sales team to uncover expansion opportunities and drive upsell or cross‑sell initiatives.
• Build trusted relationships with key stakeholders, decision‑makers, and executive sponsors.

2. Proactive Customer Engagement & Advisory

• Establish regular, meaningful touchpoints (calls, emails, virtual meetings) to understand customer goals, challenges, and evolving business needs.
• Facilitate Quarterly Business Reviews (QBRs) that showcase product impact, ROI, and roadmap alignment.
• Act as a strategic advisor, aligning brighthush solutions with customer objectives and demonstrating quantifiable outcomes.
• Maintain a cadence of outreach that meets or exceeds defined engagement KPIs (calls, emails, meetings, follow‑ups).
• Ensure all commitments are delivered on time, reinforcing brighthush’s reputation for reliability.

3. Onboarding, Adoption & Success Enablement

• Partner with Customer Care and Implementation teams to orchestrate seamless handoffs from Sales to onboarding.
• Define success metrics with each customer and track progress toward those outcomes.
• Drive product adoption through targeted training, webinars, and best‑practice sharing.
• Monitor health scores, usage patterns, and satisfaction surveys to surface improvement opportunities.
• Work closely with Support to resolve technical issues quickly and keep adoption momentum high.

4. Renewal & Revenue Management

• Own the end‑to‑end renewal process: contract review, pricing negotiations, and timely execution.
• Maintain accurate renewal calendars, contract terms, and subscription details within the CRM.
• Collaborate with Finance and Revenue Operations to resolve billing discrepancies and ensure clean revenue recognition.
• Track and analyze key financial metrics: GRR, Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), churn, and downsell rates.
• Provide leadership with clear, data‑backed forecasts and risk assessments.

5. CRM Excellence & Reporting

• Keep the brighthush CRM (formerly HubSpot) fully up‑to‑date with account ownership, activity logs, renewal opportunities, and risk notes.
• Leverage dashboards to monitor account health, pipeline velocity, and personal performance against targets.
• Identify process gaps and champion improvements that increase reporting accuracy and operational efficiency.

6. Cross‑Functional Collaboration & Advocacy

• Partner with Sales to ensure smooth handoffs and to surface expansion pipelines.
• Work with Product to relay customer feedback, feature requests, and emerging pain points.
• Coordinate with Finance and Revenue Operations for accurate contract and billing data.
• Champion the voice of the customer within brighthush while balancing business objectives.
• Contribute to continuous‑improvement initiatives that elevate the overall customer experience.

Essential Qualifications

• Minimum 3 years of experience in Customer Success, Account Management, or a comparable B2B role.
• Proven track record of managing a portfolio of SaaS or subscription‑based accounts with responsibility for retention and renewals.
• Demonstrated ability to meet or exceed GRR, NRR, or other revenue‑retention targets.
• Strong grasp of subscription economics, contract negotiations, and recurring revenue models.
• Exceptional relationship‑building, communication, presentation, and negotiation skills.
• Experience conducting business reviews and articulating value to C‑level stakeholders.
• Proficiency with CRM platforms (experience with brighthush CRM a plus) and meticulous data hygiene.
• Analytical mindset with the ability to interpret health scores, usage data, and retention metrics.
• Self‑starter who can thrive in a 100% remote environment, juggling multiple accounts and competing priorities.
• Demonstrated accountability, problem‑solving orientation, and a results‑driven work ethic.

Preferred Qualifications & Nice‑to‑Have Experience

• Hands‑on experience with the brighthush CRM (deal pipelines, activity tracking, reporting).
• Familiarity with key SaaS metrics: GRR, NRR, ARR, churn, and expansion revenue.
• Background supporting customers in construction, building products, market intelligence, or construction‑tech sectors.
• Experience leading pricing discussions, renewal negotiations, and contract amendments.
• Ability to design and execute comprehensive customer success plans and executive business reviews.
• Exposure to international or multi‑brand organizations.
• Bachelor’s degree in Business, Communications, Technology, or a related discipline (or equivalent professional experience).

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align customer goals with product roadmaps, and drive long‑term value.
• Data‑Driven Decision Making: Comfortable using analytics to forecast renewals, identify churn risk, and prioritize actions.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and advocating for the customer’s voice.
• Effective Communication: Clear, concise, and persuasive writing and speaking across multiple channels.
• Collaboration: Proven ability to work cross‑functionally with Sales, Product, Finance, and Support.
• Time Management: Strong organizational skills to manage a high‑volume portfolio remotely.
• Negotiation & Influence: Skilled at guiding renewal conversations and securing mutually beneficial outcomes.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As a Customer Success Manager you will have access to:

• Mentorship programs pairing you with senior leaders in Customer Success and Revenue Operations.
• Continuous learning stipends for certifications, conferences, and online courses (e.g., SaaS metrics, advanced negotiation, data analytics).
• Clear promotion pathways: CSM → Senior CSM → Customer Success Team Lead → Director of Customer Success.
• Opportunities to contribute to product strategy through regular feedback loops with the Product team.
• Cross‑departmental project involvement that broadens your skill set beyond traditional CSM duties.

Work Environment & Culture at brighthush

We are a 100% remote‑first organization, hiring talent from across the United States. Our culture is built on:

• Trust & Autonomy: You set your own schedule, manage your workload, and are empowered to make decisions that benefit your customers.
• Collaboration: Regular virtual coffee chats, team huddles, and quarterly in‑person meet‑ups (when possible) keep us connected.
• Inclusivity: Diverse perspectives are celebrated; we actively foster an environment where every voice is heard.
• Innovation: We encourage experimentation, rapid iteration, and sharing of best practices across the organization.
• Well‑Being: Flexible work hours, mental‑health resources, and a generous PTO policy support a healthy work‑life balance.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, successful candidates can expect a competitive base salary, performance‑based bonuses tied to GRR/NRR targets, and a comprehensive benefits package that includes:

• Medical, dental, and vision coverage.
• 401(k) plan with company match.
• Generous paid time off and holiday schedule.
• Remote‑work stipend for home office setup.
• Professional development budget.
• Employee assistance program and wellness resources.

Performance Expectations

Success in this role will be measured through a blend of quantitative and qualitative metrics:

• Customer Retention: Achieve assigned GRR and renewal targets.
• Renewal Execution: Process renewals on time and proactively manage upcoming opportunities.
• Customer Engagement: Meet outreach KPIs (calls, emails, meetings) and maintain high satisfaction scores.
• Account Health: Identify churn risks early and implement corrective action plans.
• CRM Accuracy: Keep all customer interactions, contracts, and renewal data current in the brighthush CRM.
• Customer Experience: Deliver responsive, high‑quality service that results in positive Net Promoter Scores (NPS) and referrals.

Who Should Apply?

If you are a proactive, relationship‑focused professional who thrives on turning data into action, loves solving complex problems, and is excited to drive revenue growth through customer success, we want to hear from you. This role is open to candidates residing in any of the following states: AL, AR, AZ, CA, CO, CT, FL, GA, IL, IN, KS, MD, ME, MI, MN, NC, NJ, NY, NM, NV, OH, OR, PA, SC, TN, TX, UT, VA, WI.

Ready to Make an Impact?

Join brighthush and become a pivotal part of a company that is reshaping how construction‑related businesses leverage data. Apply today and start a rewarding journey where your expertise directly fuels customer success and company growth.