Customer Success Team Lead – Senior B2B SaaS Success Manager with Upsell & Retention Expertise
About brighthush
brighthush is a trailblazing technology company that empowers businesses across the globe to unlock the full potential of their customer relationships. With a cutting‑edge SaaS platform that blends data intelligence, automation, and personalized engagement, we help organizations deliver exceptional experiences, drive revenue growth, and scale sustainably. Our mission is to transform the way companies interact with their customers, turning every touchpoint into a strategic advantage.
Why Join brighthush?
At brighthush, we believe that people are the heart of innovation. Our culture is built on collaboration, continuous learning, and a relentless focus on impact. As a Customer Success Team Lead, you will be at the forefront of our customer journey, shaping strategies that keep our clients thriving and our product evolving. You’ll work alongside a diverse, high‑performing team, enjoy flexible remote work across Canada, and receive a comprehensive benefits package that supports your professional and personal growth.
Role Overview
We are seeking an experienced, results‑driven Customer Success Team Lead to spearhead a dynamic team of Customer Success Managers (CSMs) in a fast‑paced B2B SaaS environment. In this senior leadership role, you will be responsible for driving retention, orchestrating upsell opportunities, and ensuring the highest level of customer satisfaction. Your strategic vision, data‑backed decision making, and exceptional communication skills will enable you to guide your team to exceed performance metrics while fostering a culture of collaboration and continuous improvement.
Key Responsibilities
- Team Leadership & Development: Recruit, coach, and mentor a high‑performing squad of 5+ CSMs, setting clear goals, providing constructive feedback, and cultivating a growth mindset.
- Retention & Growth Strategy: Design and execute proactive retention plans, identify upsell and cross‑sell opportunities, and collaborate with Sales and Product teams to align on revenue targets.
- Customer Escalation Management: Own the escalation process for complex customer issues, ensuring timely resolution, transparent communication, and root‑cause analysis to prevent recurrence.
- Data‑Driven Insights: Leverage Salesforce, CRM dashboards, and BI tools to monitor key metrics (NPS, churn, expansion revenue), generate actionable insights, and present findings to executive leadership.
- Process Optimization: Continuously refine customer success workflows, onboarding procedures, and knowledge base content to improve efficiency and customer experience.
- Cross‑Functional Collaboration: Partner with Marketing, Product, and Support teams to align on customer journeys, feature adoption, and feedback loops.
- Strategic Planning: Contribute to the development of the overall customer success strategy, including segmentation, renewal planning, and lifecycle management.
- Reporting & Forecasting: Prepare accurate quarterly and annual forecasts for renewal and expansion revenue, and report on team performance against KPIs.
Essential Qualifications
- Minimum 5 years of experience in customer success or account management within a B2B SaaS environment.
- Proven track record of leading a team of at least 5 CSMs, with measurable success in retention, upsell, and churn reduction.
- Deep familiarity with Salesforce (or equivalent CRM) and BI tools such as Tableau, Power BI, or Looker.
- Exceptional communication skills—both written and verbal—across all stakeholder levels, including C‑suite executives.
- Strategic thinker with the ability to translate data insights into actionable plans.
- Strong problem‑solving skills and a customer‑centric mindset.
- Experience managing escalations and turning challenging situations into positive outcomes.
- Bachelor’s degree in Business, Marketing, Computer Science, or related field; MBA or advanced certifications (CSM, CSPO) are a plus.
Preferred Qualifications
- Experience in the hospitality or travel technology sector.
- Knowledge of multi‑tenant SaaS architecture and subscription billing models.
- Fluency in additional languages (e.g., French, Spanish) to support a global customer base.
- Hands‑on experience with customer success platforms such as Gainsight, Totango, or ChurnZero.
- Demonstrated success in building and scaling customer success teams in a remote or distributed environment.
Key Skills & Competencies
- Leadership & Coaching: Ability to inspire, develop, and retain top talent.
- Analytical Acumen: Proficiency in interpreting complex data sets to drive business decisions.
- Customer Advocacy: Passion for championing the customer’s voice within the organization.
- Project Management: Skilled at juggling multiple initiatives while meeting deadlines.
- Adaptability: Thrive in a fast‑changing, high‑growth environment.
- Collaboration: Strong interpersonal skills to work cross‑functionally.
- Strategic Vision: Ability to see the big picture and align team efforts with company goals.
Career Growth & Learning Opportunities
At brighthush, we are committed to your professional development. As a Customer Success Team Lead, you will have access to:
- Leadership training programs and mentorship from senior executives.
- Opportunities to transition into senior roles such as Director of Customer Success, VP of Customer Experience, or Head of Growth.
- Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
- Annual learning stipend for conferences, workshops, and certifications.
- Regular performance reviews with clear career pathways and promotion criteria.
Work Environment & Culture at brighthush
We champion a remote‑first culture that empowers you to work from anywhere in Canada while staying connected through weekly virtual huddles, real‑time collaboration tools, and an open‑door communication policy. Our culture is defined by:
- Inclusivity: A diverse workforce where every voice is heard.
- Innovation: A sandbox mentality that encourages experimentation and rapid iteration.
- Transparency: Regular town‑hall meetings and data‑driven dashboards keep everyone informed.
- Well‑being: Flexible hours, mental health resources, and a generous paid time off policy.
- Community Impact: Quarterly volunteer days and partnerships with local charities.
Compensation & Benefits
While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for senior customer success leaders.
- Performance‑based bonus structure tied to retention, upsell, and team KPIs.
- Equity or stock‑option plan to share in the company’s long‑term success.
- Comprehensive health, dental, and vision coverage for you and your dependents.
- Retirement savings plan with company match.
- Unlimited paid time off and flexible work arrangements.
- Professional development budget and access to industry conferences.
- Wellness stipend, mental health support, and on‑site fitness memberships (for those who prefer a hybrid model).
How to Apply
Ready to lead a high‑impact customer success team and shape the future of customer experience at brighthush? Submit your resume and a cover letter that highlights your leadership achievements, upsell successes, and how you’ve turned complex customer challenges into growth opportunities. We look forward to exploring how your vision and expertise can elevate our customer success organization.