Mid-Market Customer Success Manager – Strategic Account Growth & Client Advocacy for SaaS Solutions
Why Join brighthush?
At brighthush, we are redefining the way technology empowers professional services. As a fast‑growing vertical SaaS company that leverages artificial intelligence to streamline complex workflows, we help personal injury lawyers and their clients achieve faster, fairer outcomes. Our mission‑driven culture blends the agility of a startup with the stability of a mature tech leader, offering a unique platform for ambitious professionals to make a tangible impact. If you thrive in a dynamic environment, love solving intricate problems, and are passionate about delivering exceptional value to mid‑market customers, you’ve found your next career home.
Position Overview
We are seeking an experienced Mid‑Market Customer Success Manager to own the end‑to‑end relationship with a portfolio of high‑potential clients across the United States. In this role, you will act as the trusted advisor, championing the success of our customers while driving expansion opportunities for brighthush. You will collaborate closely with Sales, Product, and Engineering to ensure that every client receives a seamless, results‑focused experience.
Key Responsibilities
- Strategic Account Ownership: Serve as the primary point of contact for a defined set of mid‑market accounts, understanding each client’s business objectives, challenges, and growth plans.
- Onboarding & Adoption: Lead comprehensive onboarding programs, guiding new users through product implementation, training, and early‑stage adoption to accelerate time‑to‑value.
- Business Reviews & Success Planning: Conduct quarterly business reviews (QBRs) that combine data‑driven insights with strategic recommendations, co‑creating success plans that align with the client’s roadmap.
- Upsell & Expansion: Identify and nurture upsell, cross‑sell, and renewal opportunities by demonstrating ROI, presenting new feature sets, and collaborating with the Sales team to close expansion deals.
- Issue Resolution & Advocacy: Proactively monitor health scores, troubleshoot escalations, and act as the client’s internal advocate, ensuring swift resolution of technical or operational issues.
- Data‑Driven Insights: Leverage CRM and Customer Success Platforms (CSPs) to track usage metrics, churn risk, and satisfaction scores, translating data into actionable improvement plans.
- Travel & Relationship Building: Travel up to 25% of the time across the U.S. to conduct on‑site visits, workshops, and executive briefings that deepen relationships and reinforce partnership value.
- Collaboration & Feedback Loop: Partner with Product Management and Engineering to relay customer feedback, influence product roadmap, and champion feature enhancements that solve real‑world problems.
Essential Qualifications
- Minimum 3 years of hands‑on experience in Customer Success, Account Management, or a closely related client‑facing role, preferably within a SaaS environment serving mid‑market customers.
- Demonstrated success in managing a portfolio of accounts, driving adoption, and achieving renewal and expansion targets.
- Strong problem‑solving abilities with a track record of turning complex challenges into clear, actionable solutions.
- Exceptional communication skills—both written and verbal—including the ability to present to senior executives and translate technical concepts into business value.
- Proficiency with CRM systems (e.g., Salesforce, HubSpot) and Customer Success Platforms (e.g., Gainsight, Totango, ChurnZero).
- Comfortable working in a fast‑paced startup environment where priorities shift quickly and resourcefulness is essential.
- Willingness and ability to travel up to 25% of the time within the United States.
- Fluent in English; additional language skills are a plus but not required.
Preferred Qualifications
- Experience in the legal tech or professional services vertical, particularly with personal injury law firms.
- Background in AI‑driven platforms or data‑intensive SaaS products.
- Certification in Customer Success (e.g., SuccessHACKER, Gainsight Certified).
- Proven ability to influence cross‑functional teams without direct authority.
- Track record of exceeding quota for renewals and upsells in a mid‑market context.
Core Skills & Tools
- CRM Mastery: Salesforce, HubSpot, or similar platforms for pipeline management and account tracking.
- Customer Success Platforms: Gainsight, Totango, ChurnZero, or comparable tools for health scoring and engagement automation.
- Data Analysis: Ability to interpret usage analytics, NPS, CSAT, and other key performance indicators.
- Presentation & Storytelling: Craft compelling business reviews and executive briefings using PowerPoint, Google Slides, or similar.
- Project Management: Familiarity with Asana, Trello, Jira, or other task‑tracking systems to coordinate onboarding and implementation projects.
- Communication Platforms: Zoom, Microsoft Teams, Slack, and email etiquette for seamless virtual collaboration.
What brighthush Offers
Compensation & Benefits
- Competitive base salary ranging from USD 110,000 – 130,000 per year, commensurate with experience and performance.
- Performance‑based bonuses and commission structures tied to renewal and expansion targets.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off (PTO) to recharge and maintain work‑life balance.
- Retirement savings plan with company matching contributions.
- Robust parental leave policies for both primary and secondary caregivers.
- Professional development stipend for certifications, conferences, and continuous learning.
- Remote‑first work model with a flexible schedule, supported by a home‑office allowance.
Culture & Growth at brighthush
Our culture is built on three pillars: innovation, impact, and inclusion. We celebrate curiosity, encourage experimentation, and reward outcomes that move the needle for our customers. As a remote‑first organization, we invest heavily in virtual collaboration tools, regular team‑wide “All‑Hands” sessions, and quarterly in‑person retreats that foster genuine connections.
Career progression is transparent and merit‑based. Within the Customer Success track, you can advance to Senior Manager, Director of Customer Success, or even VP of Customer Experience, depending on your ambition and results. Cross‑functional mobility is also supported—many of our leaders have transitioned into Product Management, Sales Enablement, or Marketing roles after demonstrating deep domain expertise.
Learning & Development
- Access to an internal learning portal featuring courses on SaaS metrics, AI fundamentals, negotiation, and leadership.
- Mentorship program pairing you with senior executives who provide guidance on career milestones.
- Quarterly workshops on emerging trends in legal tech, AI ethics, and customer experience design.
- Sponsored attendance at industry conferences such as SaaStr Annual, LegalTech, and Customer Success Summit.
How to Apply
If you are ready to champion the success of mid‑market clients, drive meaningful revenue growth, and become an integral part of a purpose‑driven tech company, we want to hear from you. Click the link below to submit your resume, cover letter, and any relevant work samples. Our recruiting team reviews applications on a rolling basis, so early submissions are encouraged.