Dynamic SMB Customer Success Manager – Driving Growth, Adoption, and Retention for brighthush’s AI‑Enabled Contact Center Solutions
About brighthush
brighthush is a trailblazing technology company that is redefining the way customer service teams operate. By harnessing the power of artificial intelligence, we equip contact center agents with real‑time insights, automated scoring, and a unified view of customer sentiment—all in a single, intuitive platform. Our mission is to empower agents to deliver exceptional experiences while giving leaders the data they need to make informed decisions. As a fast‑growing startup, we thrive on innovation, collaboration, and a relentless focus on customer success.
Why Join brighthush?
- Impactful Work – Your efforts will directly influence how thousands of agents and managers improve customer interactions.
- Remote Flexibility – Work from anywhere in the U.S. with a fully remote, distributed team.
- Competitive Compensation – Base salary of $65k–$75k with an on‑target earnings (OTE) of $105k.
- Comprehensive Benefits – Medical, dental, vision, 401(k) matching, unlimited PTO, and learning stipends.
- Growth Opportunities – Clear career paths from Senior CSM to Enterprise CSM and into leadership roles.
- Culture of Excellence – We live by six core values that foster trust, growth, and gratitude.
Role Overview
As a SMB Customer Success Manager at brighthush, you will own a portfolio of 60 small‑to‑mid‑market accounts, collectively worth approximately $1.5 million. Your primary mission is to ensure each customer achieves measurable success with our AI platform, driving adoption, retention, and expansion. You will blend proactive outreach, data‑driven insights, and AI‑powered automation to create a scalable, high‑touch experience that feels personal to every client.
Key Responsibilities
- Account Ownership – Manage the full lifecycle of 60 SMB accounts, from onboarding to renewal, ensuring a seamless journey.
- Renewal Management – Lead the renewal process, negotiating terms, aligning expectations, and securing contracts.
- Growth & Expansion – Identify upsell and cross‑sell opportunities, partnering with sales and product teams to deliver tailored solutions.
- Customer Advocacy – Serve as the voice of the customer within brighthush, championing their needs and driving product improvements.
- Scalable Engagement – Design and execute automated playbooks for onboarding, adoption, and re‑engagement, while stepping in personally for high‑value interactions.
- Data‑Driven Insights – Leverage usage analytics, health scores, and AI tools to spot trends, predict churn, and recommend actions.
- Content & Community Building – Contribute to weekly tips emails, live office hours, and the customer community to foster engagement.
- Risk Management – Proactively identify and mitigate adoption challenges, ensuring customers stay on track.
Essential Qualifications
- 3+ years of experience in Customer Success, Account Management, or a related customer‑facing role.
- Proven track record managing SMB or mid‑market relationships, ideally in a tech‑touch or scaled model.
- Strong written and verbal communication skills, with the ability to translate complex data into actionable insights.
- Strategic thinker who balances long‑term vision with meticulous execution.
- Excellent organization and time‑management abilities, capable of juggling multiple accounts simultaneously.
- Hands‑on experience with AI tools (e.g., Claude, ChatGPT) for drafting personalized communications.
- Experience building or running automated playbooks in a customer success platform such as ChurnZero, Gainsight, or similar.
- Comfortable with Excel and basic data analysis to track usage, health, and ROI.
- Empathetic, customer‑first mindset with a passion for delivering tangible value.
Preferred Qualifications
- Experience in the contact center or customer service technology industry.
- Knowledge of AI‑driven analytics and how they can be leveraged for agent performance.
- Background in change management and adoption initiatives.
- Familiarity with SaaS metrics such as NPS, CSAT, and churn rate.
Skills & Competencies
- Account Management & Renewal Expertise
- Data Analysis & Insight Generation
- AI & Automation Proficiency
- Strategic Planning & Execution
- Stakeholder Engagement & Influence
- Problem Solving & Risk Mitigation
- Collaboration Across Cross‑Functional Teams
- Continuous Learning & Adaptability
Career Growth at brighthush
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As you demonstrate success in driving customer outcomes, you can progress through the following tracks:
- Senior Customer Success Manager – Take on more complex relationships, lead high‑impact renewals, and mentor junior CSMs.
- Enterprise Customer Success Manager – Manage large, strategic implementations and deepen your partnership skills with enterprise clients.
- Customer Success Leadership – Step into a leadership role, shaping strategy, mentoring teams, and driving company‑wide retention and expansion initiatives.
Our Culture & Values
brighthush is built on six core values that guide everything we do:
- Anchor on Success – We start every task by picturing success, then set ambitious goals to achieve it.
- Love Every Customer – Every client, regardless of size, receives the same level of care and support.
- Talk Things Out – Open, honest conversations break down barriers and drive solutions.
- Always Be Growing – We invest in professional development and celebrate learning.
- Own the Work – Initiative, proactive problem‑solving, and pride in results are expected.
- Start with Gratitude – We recognize contributions and foster a culture of appreciation.
Benefits & Perks
- Medical, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Unlimited paid time off (PTO) to support work‑life balance.
- Learning stipends for courses, certifications, and conferences.
- Flexible remote work environment across the U.S.
- Competitive base salary ($65k–$75k) with OTE of $105k.
- Performance bonuses tied to customer success metrics.
Hiring Process
Our streamlined hiring process is designed to assess your fit, skills, and passion for customer success:
- Initial Screening – A brief call with our recruiting team to discuss your background and the role.
- Virtual Interviews – Two rounds of virtual interviews with the Customer Success Leadership and cross‑functional stakeholders.
- Take‑Home Assessment – A realistic scenario that evaluates your problem‑solving, communication, and data‑analysis abilities.
- Final Decision – A collaborative decision by the hiring team, followed by an offer if you’re the right fit.
How to Apply
Ready to make a difference at brighthush? Submit your application through our careers portal at brighthush.ai/careers. Select “See Open Roles” and choose “Dynamic SMB Customer Success Manager – Driving Growth, Adoption, and Retention for brighthush’s AI‑Enabled Contact Center Solutions.”
Equal Opportunity Employer
brighthush is proud to be an Equal Opportunity Employer. We are committed to fostering an inclusive workplace where all individuals are treated with respect and have equal opportunities to succeed. We make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. brighthush is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process.
Join brighthush Today
If you are an empathetic, organized, and driven customer success professional who thrives on building trust, solving problems, and leveraging AI to scale impact, we want to hear from you. Join brighthush and help shape the future of customer service technology while advancing your career in a supportive, growth‑oriented environment.
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