Dynamic Customer Success Advocate – Driving Retention, Expansion, and Satisfaction in a Sustainable Waste Solutions Company
About brighthush
brighthush is a forward‑thinking, technology‑driven waste and recycling company that is redefining the way communities manage their waste streams. Since our founding in 2014, we have helped thousands of customer locations nationwide achieve an average of 10–20% savings on their monthly waste bills while dramatically improving recycling efficiency. Our mission is simple yet ambitious: accelerate the road to Zero Waste™ and create a future where waste is a problem of the past™. We do this by combining cutting‑edge artificial intelligence, data‑driven strategies, and a passionate team of waste experts to deliver streamlined, cost‑effective, and sustainable waste and recycling services.
brighthush has earned industry recognition for its people‑first culture and innovative approach, including the 2023 SEAL Business Sustainability Awards, Pittsburgh Business Times’ Best Places to Work (2025), and Pittsburgh Inno’s 2022 Fire Awards. Our Glassdoor rating stands at 3.3/5 from 311 reviews, our CEO’s approval rating is 71%, and 65% of our reviewers would recommend working here. Our Indeed ratings have consistently improved as we expand our teams, currently at 3.5/5 from 85 reviews. With over 14,000 followers on LinkedIn, brighthush is a vibrant community of professionals dedicated to sustainability and customer success.
We are proud to be an affirmative action and equal opportunity employer, committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We provide reasonable accommodations to qualified individuals with disabilities throughout the employment process.
Job Summary
The Customer Success Advocate is the frontline champion for our customers. You will serve as the primary point of contact, ensuring that every client feels valued, heard, and empowered to achieve their sustainability goals. By monitoring customer health, driving expansion opportunities, and managing retention risks, you will play a pivotal role in sustaining long‑term relationships and fueling brighthush’s growth.
Key Responsibilities
As a Customer Success Advocate, you will dedicate your time to the following core activities:
- Customer Health Oversight (50% of time) – Monitor and analyze customer health metrics, identify at‑risk accounts, and collaborate cross‑functionally with Operations, Finance, and Sales to develop and execute intervention plans that stabilize and grow at‑risk business.
- Expansion & Margin Growth (35% of time) – Lead the pursuit of new revenue opportunities such as SWAP, diversion, optimization, and additional services. Act as the quarterback between internal teams to ensure seamless, on‑time project delivery, from strategy presentation to resource alignment and milestone tracking.
- Retention & Off‑boarding (15% of time) – Execute all activities related to customer retention risk assessment, off‑boarding processes, and post‑termination follow‑ups to maintain a high level of customer satisfaction and gather actionable feedback.
Travel is not required for this role; however, you will be expected to work within the Eastern Time Zone (8:30 am – 5:30 pm EST) to align with our internal teams and client schedules.
Essential Qualifications
- 2–3 years of experience in a corporate customer service or B2B customer success environment.
- Strong analytical mindset with the ability to interpret data, identify trends, and recommend actionable solutions.
- Excellent verbal and written communication skills, capable of translating complex concepts into clear, concise language.
- Proven ability to manage multiple projects simultaneously, prioritize competing demands, and deliver results with minimal supervision.
- Comfortable working in ambiguous situations, making sound decisions based on limited information.
- High sense of accountability, ownership, and a passion for driving business results.
- Strategic thinker who can balance tactical details with long‑term objectives.
- Proficiency in learning new software and systems quickly.
Preferred Qualifications
- Bachelor’s degree in Business, Marketing, Communications, or a related field.
- Experience in the waste, recycling, or sustainability industry.
- Familiarity with customer success platforms (e.g., Gainsight, HubSpot, Salesforce) and data analytics tools.
- Previous experience leading cross‑functional initiatives and driving revenue growth.
- Knowledge of the U.S. waste regulatory landscape and compliance requirements.
Skills & Competencies
- Customer‑Centric Mindset – Deep empathy for client needs and a proactive approach to problem‑solving.
- Collaboration & Influence – Ability to build strong relationships across departments and influence stakeholders to achieve shared goals.
- Data‑Driven Decision Making – Comfortable working with metrics, dashboards, and data to inform strategy.
- Adaptability – Thrive in a fast‑paced, evolving environment and pivot quickly when priorities shift.
- Communication Excellence – Articulate ideas clearly in both written and verbal formats, tailoring messaging to diverse audiences.
- Project Management – Skilled at planning, executing, and monitoring projects to successful completion.
Career Growth & Learning Opportunities
At brighthush, we believe that your professional development is as important as the impact you create for our customers. As a Customer Success Advocate, you will:
- Gain exposure to all facets of our operations, from field logistics to finance and sales, giving you a holistic view of the business.
- Participate in ongoing training programs focused on customer success best practices, data analytics, and sustainability trends.
- Have clear pathways to advance into senior customer success roles, such as Customer Success Manager, Director of Customer Success, or even leadership positions in product or operations.
- Engage in mentorship programs where you can learn from seasoned leaders and share your own insights with peers.
- Contribute to strategic initiatives that shape the future of waste management and sustainability.