Dynamic Customer Success Manager – Mid‑Market Enterprise & Retention Specialist at brighthush

About brighthush

brighthush is a forward‑thinking technology leader that is redefining how interior designers, architects, and homeowners bring their creative visions to life. By blending cutting‑edge augmented reality, AI‑driven design tools, and a robust cloud platform, we empower users to visualize furniture, fixtures, and décor in their own spaces before a single purchase is made. Our mission is simple: make design accessible, intuitive, and inspiring for everyone.

With a rapidly growing customer base across North America, Europe, and Asia, brighthush is on a mission to scale our impact while staying true to our core values of innovation, collaboration, and customer obsession. We’re looking for a passionate Customer Success Manager who can help us turn satisfied users into lifelong advocates.

Role Overview

As a Customer Success Manager – Mid‑Market at brighthush, you will be the strategic partner for our mid‑market enterprise clients. You will own the entire customer lifecycle, from onboarding to renewal, ensuring that each client achieves maximum value from our platform. Your focus will be on driving retention, identifying upsell opportunities, and fostering a culture of continuous improvement across the customer success team.

In this role, you will work closely with Sales, Product, and Engineering to translate customer feedback into product enhancements, while also mentoring junior team members and building a high‑performance success organization.

Key Responsibilities

• Customer Lifecycle Management: Own the end‑to‑end journey for mid‑market accounts, ensuring smooth onboarding, adoption, and renewal.
• Retention & Expansion: Develop and execute retention strategies that reduce churn and identify expansion opportunities that align with customer goals.
• Account Health & Analytics: Monitor key metrics (NPS, CSAT, usage, renewal rates) and provide actionable insights to stakeholders.
• Strategic Advisory: Act as a trusted advisor to C‑suite executives, translating business objectives into platform usage and ROI.
• Team Leadership & Mentorship: Coach and mentor junior Customer Success Representatives, fostering a culture of learning and accountability.
• Cross‑Functional Collaboration: Partner with Sales, Product, and Support to ensure a seamless handoff and continuous feedback loop.
• Process & Tool Optimization: Identify gaps in our success processes and implement best practices using Salesforce, Google Workspace, and other tools.
• Contract & Renewal Management: Lead renewal negotiations, upsell discussions, and contract renewals to secure long‑term revenue.
• Customer Advocacy: Build and nurture a community of brand advocates who share success stories, case studies, and testimonials.

Essential Qualifications

• Minimum 1 year of proven experience in Customer Success, Account Management, or a related role.
• Experience managing enterprise or mid‑market accounts with a book of business.
• Proficiency in Salesforce and Google Workspace (Docs, Sheets, Slides, Drive).
• Strong written and verbal communication skills, with the ability to engage confidently with C‑suite executives.
• Demonstrated ability to manage multiple deadlines and deliver high‑quality work in a fast‑paced environment.
• Data‑driven mindset: comfortable working with metrics, dashboards, and analytics to inform decisions.
• Self‑motivated, proactive, and able to thrive in a remote, distributed team.

Preferred Qualifications

• 3+ years of experience in Customer Success or Enterprise Account Management.
• Background in SaaS or technology solutions for the interior design, architecture, or real‑estate industries.
• Experience with customer success platforms such as Gainsight, Totango, or similar.
• Knowledge of the interior décor market, design trends, and key industry players.
• Fluency in multiple languages (e.g., French, Spanish) is a plus.
• Prior experience mentoring or leading a team of Customer Success Representatives.

Skills & Competencies

• Strategic Thinking: Ability to align customer goals with business objectives and product roadmap.
• Relationship Building: Proven track record of building trust and rapport with senior stakeholders.
• Problem Solving: Strong analytical skills and a creative approach to solving complex customer challenges.
• Project Management: Excellent organizational skills, with the ability to juggle multiple priorities and deliver on time.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Adaptability: Comfortable working in a rapidly evolving environment and adjusting strategies accordingly.
• Team Collaboration: Ability to work cross‑functionally and influence without direct authority.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders.
• Regular training on product updates, industry trends, and advanced customer success methodologies.
• Opportunities to lead cross‑functional projects and influence product strategy.
• Clear career ladder: from Customer Success Manager to Senior Manager, Director, and VP of Customer Success.
• Annual performance bonuses tied to customer satisfaction and revenue metrics.

Work Environment & Culture

brighthush is a fully remote company that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Collaboration: Cross‑functional teams that work together to solve customer problems.
• Innovation: Encouragement to experiment, fail fast, and iterate.
• Diversity & Inclusion: Commitment to building a diverse workforce that reflects the communities we serve.
• Well‑being: Comprehensive health benefits, mental health resources, and flexible work hours.

Compensation & Benefits

We offer a competitive salary range of CAD 65,000 – 85,000 per year, commensurate with experience and performance. In addition, you will receive:

• Health, dental, and vision insurance.
• Generous parental leave and family‑friendly policies.
• Annual performance bonus and equity options.
• Unlimited paid time off (PTO) and flexible scheduling.
• Professional development stipend for courses, conferences, and certifications.
• Monthly virtual team‑building events and quarterly in‑person retreats.

How to Apply

Ready to join a team that is changing the way the world sees interior design? Click the link below to submit your application and tell us why you’re the perfect fit for brighthush.

Apply to this role at brighthush

Closing Statement

At brighthush, we’re not just building a product; we’re building a community of creators, innovators, and dreamers. As a Customer Success Manager, you’ll be at the heart of that community, ensuring our clients achieve their goals and grow with us. If you’re passionate about technology, customer advocacy, and driving measurable impact, we want to hear from you. Join us and help shape the future of interior design—one room at a time.