Customer Success Specialist – SMB Engagement & Growth Champion at brighthush

About brighthush

At brighthush, we’re redefining how businesses protect their people, operations, and brand. Our cutting‑edge Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence—all from a single, unified interface. As a high‑growth, PE‑backed SaaS leader, we serve thousands of clients worldwide, boasting a 7‑year legacy of AI innovation, an NPS of 70+, and a culture that celebrates resilience, simplicity, and customer obsession.

Why brighthush?

We’re on a mission to save lives and minimize loss through effective communication. Our core values—humanness, customer‑first mindset, collaboration, simplicity, reputation, and hard work—drive everything we do. If you thrive in a fast‑paced, purpose‑driven environment, brighthush is the place to amplify your impact.

What You’ll Do Every Day

• Act as the product expert for SMB customers, guiding them to adopt every feature and achieve their business goals.
• Design and execute automated touch‑point processes that keep customers engaged and informed.
• Host and facilitate webinars, workshops, and collaborative sessions that deepen platform adoption.
• Partner with Customer Success, Support, Marketing, and Sales to identify cross‑sell and upsell opportunities, driving revenue growth.
• Continuously evaluate account health, assess risk, and proactively mitigate churn.
• Collaborate with the Support team on escalations that require strategic oversight.
• Respond to all customer inquiries within one business day, ensuring a seamless experience.
• Maintain meticulous records of all customer interactions in Gainsight and Salesforce.
• Stay abreast of industry trends, use cases, and emerging technologies that influence our clients’ success.
• Champion a positive, productive customer experience that fuels renewals and advocacy.
• Contribute to brighthush’s culture, values, and future vision.

Key Responsibilities

• Own the end‑to‑end customer journey for a portfolio of SMB accounts.
• Develop and deliver tailored onboarding plans that accelerate time‑to‑value.
• Analyze usage data to surface insights, recommend best practices, and identify upsell opportunities.
• Coordinate with cross‑functional teams to launch new features and enhancements that meet customer needs.
• Lead quarterly business reviews, presenting performance metrics and strategic roadmaps.
• Drive customer advocacy by collecting testimonials, case studies, and NPS feedback.
• Mentor new hires on customer success processes and platform capabilities (though this is an individual contributor role).

Essential Qualifications

• Minimum 2 years of experience in Customer Success, Account Management, or a related SaaS role.
• Proven track record of managing a large book of SMB accounts with measurable growth.
• Strong organizational and time‑management skills; ability to prioritize in a dynamic environment.
• Excellent verbal and written communication in English; bilingual Spanish is mandatory.
• Experience with Salesforce, HubSpot, or similar CRM platforms.
• Hands‑on experience with customer implementation and software adoption.
• Comfortable working with cross‑functional teams—Support, Sales, Product, and Engineering.
• Self‑motivated, adaptable, and success‑driven mindset.
• Vision for process efficiency and a willingness to test innovative ideas.

Preferred Qualifications

• Background in risk intelligence, emergency communications, or related tech sectors.
• Experience with Gainsight or other customer health platforms.
• Prior exposure to high‑growth SaaS environments and rapid scaling.
• Knowledge of AI‑driven threat detection and response workflows.

Skills & Competencies

• Customer‑centric mindset with a passion for building lasting relationships.
• Strategic thinking—balancing short‑term wins with long‑term growth.
• Data‑driven decision making; comfortable interpreting usage metrics.
• Strong listening skills; ability to mirror and adapt to diverse customer personas.
• Proficiency in creating engaging presentations and training materials.
• Resilience under pressure; thrives in fast‑paced, high‑growth settings.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. You’ll have access to:

• Mentorship from senior leaders across Customer Success, Product, and Engineering.
• Regular tech talks, workshops, and hack‑days that deepen your industry knowledge.
• Personalized 1:1 career development sessions to map your growth path.
• Opportunities to transition into strategic roles—such as Customer Success Manager, Director of Customer Success, or Product Evangelist.
• Cross‑functional projects that broaden your skill set and visibility.

Work Environment & Culture

Our hybrid model offers flexibility: two days a week in our downtown Mexico City office (Reforma area) and the rest remote. We foster a culture of:

• Collaboration—team members from all functions work together to solve customer challenges.
• Transparency—open communication channels and shared goals.
• Innovation—encouraging experimentation and rapid iteration.
• Inclusivity—celebrating diverse perspectives and backgrounds.

Compensation & Benefits

While specific figures vary by experience, we offer a competitive package that includes:

• Base salary commensurate with market rates for SMB Customer Success roles.
• Annual performance‑based bonus tied to customer health and revenue metrics.
• Full medical, dental, and vision coverage—100% employer‑paid.
• Generous parental leave program and holiday policy.
• Christmas bonus (Aguinaldo) and other seasonal perks.
• Monthly work‑from‑home stipend and all necessary equipment (laptop, monitor, accessories).
• Recognition & rewards program celebrating wins big and small.
• Language immersion program—enhance your English or Spanish skills with global teammates.
• Continuous learning budget for courses, certifications, and conferences.

Location & Logistics

This is a hybrid position: two days per week in our downtown Mexico City office (Reforma area) and the rest remote. Candidates must have the legal right to work in Mexico without sponsorship now and in the future.

Why You’ll Love Working at brighthush

• Be part of a mission that saves lives and protects assets.
• Collaborate with a passionate, high‑energy team that values simplicity and customer love.
• Enjoy a culture that rewards hard work, celebrates diversity, and invests in your growth.
• Work on a product that is trusted by the world’s largest companies.
• Experience a workplace that blends purpose with professional development.

Ready to Join Us?

We’re excited to meet individuals who are eager to make a tangible impact on our customers’ success. If you’re a proactive, customer‑obsessed professional with a passion for SaaS and a bilingual skill set, we want to hear from you.

Apply now and become a key player in brighthush’s journey to empower organizations worldwide with resilient, intelligent communication solutions.