Scaled Customer Success Manager – Bilingual (English & Spanish) – Driving Adoption, Optimization, and Growth at brighthush

About brighthush

brighthush is a global leader in intelligent agreement management, empowering more than 1.8 million customers and over a billion users across 180+ countries to streamline business processes and unlock the value hidden inside documents. By combining AI‑native identity and access management (IAM) with industry‑leading e‑signature and contract lifecycle management (CLM) solutions, brighthush transforms how organizations create, commit, and manage agreements—making business operations faster, smarter, and more secure.

Why Join brighthush?

At brighthush, we believe that every agreement should be a catalyst for growth, not a bottleneck. Our mission is to make the world more agreeable by delivering seamless, data‑driven contract experiences that accelerate business outcomes. If you thrive in a fast‑paced, customer‑centric environment and want to help millions of users achieve measurable success, brighthush is the place for you.

Role Overview

As a Scaled Customer Success Manager (Scaled CSM), you will be a key player in our Customer Success team, responsible for delivering high‑impact, outcome‑driven engagements across the entire customer lifecycle—launch, optimization, and renewal. You will work closely with Digital CSMs, Customer Success Account Managers (CSAMs), Account Executives, and Renewal Specialists to identify and act on critical moments such as low adoption, upcoming renewals, or at‑risk accounts. Your focus will be on driving adoption, optimizing usage, and uncovering expansion opportunities for both commercial and enterprise segments.

Key Responsibilities

• Manage a portfolio of high‑value customers, ensuring increased satisfaction and long‑term value measured by health scores, product usage, net revenue retention, and post‑engagement feedback.
• Lead targeted 1:1 and 1:many engagements—including health checks, optimization sessions, feature adoption workshops, and use‑case design—to diagnose usage gaps, remove blockers, and recommend best‑practice solutions across brighthush IAM, e‑Signature, and related products.
• Collaborate with Digital CSMs, CSAMs, AEs, and Renewal Specialists to engage customers identified through CTAs, digital campaigns, webinars, or renewal workflows, especially those under‑trending or at risk.
• Run renewal‑readiness and adoption‑focused sessions that clarify value, optimize existing use cases, surface new opportunities, and protect and grow recurring revenue.
• Translate technical and product concepts into clear, actionable guidance—recommended configurations, workflows, and next steps—tailored to each customer’s business objectives.
• Document all engagements, recommended actions, and outcomes in Gainsight and Salesforce to maintain full visibility for the wider account team and inform scaled success programs.
• Partner with internal teams (Digital Success, CSAMs, Sales, Renewals, Support, Marketing, and Operations) to share customer insights, influence product and program priorities, and continuously improve our scaled success motions.
• Contribute to playbooks, best‑practice content, and success stories that can be reused in digital programs and by peers across Scaled, Digital, and CSAM teams.

Essential Qualifications

• Minimum of 3 years of experience in customer‑facing roles such as Customer Success, Account Management, Consulting, Support, or Implementation—preferably within SaaS.
• Fluent in both English and Spanish, with strong written and verbal communication skills in both languages.
• Proven ability to break down technical enablement into clear, step‑by‑step guidance for non‑technical audiences.
• Experience crafting and delivering concise customer communications across email, calls, and digital channels.
• Strong analytical mindset with experience working with data and reports (e.g., usage metrics, health scores) to prioritize actions and track impact.
• Excellent organizational skills, capable of managing a large volume of daily requests while maintaining quality and attention to detail.
• Collaborative, goal‑oriented, and team‑centric mindset with resilience and a positive attitude in the face of challenges.

Preferred Qualifications

• Passion for addressing customer needs and driving successful delivery of enablement solutions that improve adoption and outcomes.
• Experience in scaled/digital customer success or tech‑touch programs, including playbook‑driven engagements and use of CTAs.
• Track record of working on a large volume of requests while maintaining strong customer outcomes.
• History of collaborating with cross‑functional teams to build and execute adoption strategies and scaled playbooks.
• Familiarity with brighthush products (e‑Signature, IDV, IAM) and common commercial SaaS use cases.
• Proficiency with systems such as Salesforce, Gainsight, Outreach, and analytics or BI tools in a customer success context.

Skills & Competencies

• Strategic thinking and execution with a customer‑centric focus.
• Exceptional communication and presentation skills in both English and Spanish.
• Data‑driven decision making and ability to translate metrics into actionable insights.
• Strong project management and multitasking abilities.
• Adaptability to evolving processes, tools, and customer needs.
• Team collaboration across multiple departments and geographies.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As a Scaled CSM, you will:

• Progress into senior leadership roles such as Senior Scaled CSM, Director of Customer Success, or VP of Customer Experience.
• Gain exposure to product strategy, data analytics, and cross‑functional initiatives that shape the future of agreement management.
• Participate in continuous learning programs, including certifications in SaaS customer success, data analytics, and leadership development.
• Collaborate with global teams, expanding your professional network and cultural fluency.

Work Environment & Culture at brighthush

We champion a culture of trust, transparency, and continuous improvement. Our remote‑first approach means you can work from anywhere while staying connected through collaborative tools and regular virtual town halls. At brighthush, we value:

• Inclusivity and equal opportunity for all team members.
• Open communication and constructive feedback loops.
• Work‑life balance, with flexible hours and generous time‑off policies.
• Community engagement and volunteer opportunities that align with our mission to make the world more agreeable.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses tied to customer success metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Wellness programs, mental health resources, and employee assistance programs.

How to Apply

If you are ready to drive measurable impact for customers, accelerate adoption, and grow with a global leader in agreement management, we want to hear from you. Submit your application through our careers portal and join the brighthush team in shaping the future of business agreements.