Experienced Customer Success Manager – Driving Growth, Retention & Innovation for brighthush’s SaaS Ecosystem

About brighthush

brighthush is a mission‑driven, fast‑growing SaaS company that empowers local businesses across multiple verticals to thrive both online and offline. From florists to food & beverage, liquor, and specialty retailers, we provide industry‑specific software that levels the playing field against large aggregators. Founded in 2011, brighthush has evolved from a niche floral marketplace into a comprehensive platform that supports thousands of small‑business owners nationwide. Our culture is built on transparency, agility, and a relentless focus on customer success—values that are reflected in every product, partnership, and team interaction.

Why This Role Matters

As a Customer Success Manager (CSM) at brighthush, you will be the linchpin between our technology and the entrepreneurs who rely on it. You’ll own a portfolio of partners, ensuring they extract maximum value from our Point‑of‑Sale system, analytics dashboards, and a suite of tools that help them grow revenue, streamline operations, and deepen community engagement. Your work will directly influence customer retention, upsell opportunities, and the overall health of our ecosystem.

Key Responsibilities

• Portfolio Ownership: Take full responsibility for a book of business, ensuring each partner receives the support and guidance needed to achieve their goals.
• Retention & Trust Building: Maintain high retention rates by fostering strong, trust‑based relationships and proactively addressing partner needs.
• Product Adoption: Champion the adoption of our Point‑of‑Sale system, analytics dashboards, and complementary features, turning new users into power users.
• Upsell & Expansion: Identify and act on upsell and cross‑sell opportunities, collaborating with Sales and Product to capture growth within existing accounts.
• Support & Issue Resolution: Handle support requests via email and phone, triage issues, diagnose root causes, and coordinate with Engineering for bug fixes.
• Advocacy: Serve as the voice of the partner within brighthush, ensuring their feedback shapes product roadmap and service improvements.
• Process Improvement: Analyze support trends, identify inefficiencies, and recommend enhancements to streamline the support workflow and elevate the user experience.
• Product Evangelism: Educate partners on how our solutions can transform the way local businesses connect with their communities, positioning brighthush as a strategic partner.

Essential Qualifications

• Minimum of 1 year in a Customer Success or Account Management role with a proven track record of retaining a dedicated book of business.
• Strong communication skills in English; bilingual Spanish is a significant advantage.
• Experience with SaaS platforms, especially in the retail or service industry.
• Proficiency in CRM tools (e.g., Salesforce), knowledge bases (e.g., Confluence), and other support systems.
• Demonstrated ability to thrive in a fast‑paced, ambiguous environment.
• Empathy, resilience, and a collaborative mindset.

Preferred Qualifications

• Background in the floral, food & beverage, or retail sectors.
• Experience with data‑driven decision making and analytics dashboards.
• Prior exposure to startup culture and rapid scaling.
• Technical aptitude for troubleshooting and basic system configuration.

Core Skills & Competencies

• Relationship Building: Ability to connect with partners at all levels and build lasting trust.
• Problem Solving: Approach complex challenges with creativity and a solutions‑oriented mindset.
• Communication: Clear, concise, and persuasive in both written and verbal interactions.
• Technical Proficiency: Comfortable learning new tools quickly and applying them effectively.
• Time Management: Prioritize tasks in a dynamic environment while meeting deadlines.
• Team Collaboration: Work cross‑functionally with Sales, Product, Engineering, and Marketing.

Career Growth & Learning Opportunities

At brighthush, your career path is designed around your aspirations, not just the company’s roadmap. As a CSM, you’ll:

• Gain exposure to product strategy and roadmap discussions.
• Develop leadership skills by mentoring junior team members.
• Participate in industry conferences, webinars, and workshops.
• Access a curated learning library covering customer success, SaaS trends, and business analytics.
• Move into senior CSM, Customer Success Leadership, or Product Management roles based on performance and interest.

Culture & Work Environment

brighthush thrives on a culture of transparency, autonomy, and continuous improvement. We believe in:

• Flat hierarchies that empower every voice.
• Remote-first flexibility with a fully equipped home office (MacBook Pro, ergonomic chair, high‑speed internet stipend).
• Regular virtual town halls, hackathons, and team‑building events.
• A diverse, inclusive community of professionals from around the globe.
• Celebrating wins—both big and small—through shout‑outs, spot bonuses, and public recognition.

Compensation & Benefits

While specific figures vary by experience, brighthush offers a competitive package that includes:

• Base salary commensurate with market rates for CSM roles.
• Equity/stock options in a profitable, rapidly scaling company.
• Comprehensive medical, dental, and vision coverage.
• Generous paid time off, mental health days, and flexible scheduling.
• Professional development stipend and access to industry events.
• Annual performance bonuses tied to partner satisfaction and retention metrics.

What Makes brighthush Unique

We’re not just another SaaS provider; we’re a partner in our clients’ success. Our mission is to democratize access to powerful tools for small businesses, enabling them to compete with larger players. By joining brighthush, you’ll:

• Be part of a company that has disrupted multi‑billion‑dollar industries.
• Work alongside founders and leaders who are passionate about empowering entrepreneurs.
• Contribute to products that have a tangible impact on local communities.
• Enjoy a culture that values curiosity, experimentation, and rapid iteration.

How to Apply

If you’re ready to take ownership of a portfolio of partners, drive adoption of cutting‑edge SaaS solutions, and help small businesses thrive, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush’s Customer Success Manager role.

Join brighthush Today

Become a catalyst for change in the local‑business ecosystem. At brighthush, you’ll have the autonomy to shape your career, the resources to grow professionally, and the chance to make an immediate, measurable impact. Apply now and help us empower the next generation of entrepreneurs.