Scaled Customer Success Manager – Digital‑First Engagement Lead for SaaS Growth & Customer Advocacy

About brighthush

brighthush is a forward‑thinking SaaS company that empowers organizations worldwide to streamline their response management processes. By combining cutting‑edge technology with a customer‑centric philosophy, we help businesses accelerate their digital transformation, reduce cycle times, and unlock higher revenue from existing accounts. Our platform is trusted by Fortune 500 companies, mid‑market leaders, and fast‑growing startups alike, and we’re on a mission to make every customer interaction smarter, faster, and more impactful.

As a remote‑first, global team, brighthush values agility, collaboration, and continuous learning. We believe that the best ideas come from diverse perspectives, so we actively foster an inclusive culture where every voice is heard and every team member can thrive.

Why This Role Matters

In the rapidly evolving world of SaaS, customer success is no longer a support function—it’s a strategic driver of growth. The Scaled Customer Success Manager will play a pivotal role in shaping the digital journey that keeps our customers engaged, maximizes platform adoption, and fuels renewal and expansion revenue. By blending data‑driven insights with personalized communication, you’ll help turn every customer interaction into a measurable business outcome.

Key Responsibilities

• Customer Advocacy & Relationship Management: Serve as the primary advocate for our customers, building deep, trust‑based relationships that span the entire lifecycle.
• Digital Journey Design: Collaborate with Customer Experience, Product, and Marketing teams to craft automated, trigger‑based communication flows that guide users through onboarding, adoption, and expansion.
• Data‑Driven Insight Generation: Monitor health scores, usage analytics, and engagement metrics to identify at‑risk accounts and high‑potential opportunities.
• Success Playbook Development: Build and maintain “success plays,” email templates, and meeting frameworks that standardize best practices across the team.
• Cross‑Functional Collaboration: Partner with Adoption Services, Renewals, Education, and Enablement to ensure a seamless transition from onboarding to ongoing support.
• Value‑Add Service Delivery: Design and deliver webinars, in‑app guides, and other digital resources that accelerate ROI for customers.
• Continuous Improvement: Iterate on the digital customer journey based on feedback, performance data, and emerging industry trends.
• Strategic Reporting: Present insights and recommendations to senior leadership, influencing product roadmap and go‑to‑market strategies.

Essential Qualifications

• Minimum 1 year of experience in Customer Success, Customer Service, or Customer Marketing within a SaaS environment.
• Exceptional written and verbal communication skills, with the ability to translate complex data into clear, actionable insights.
• Strong organizational and project management capabilities—capable of juggling multiple high‑volume engagements while meeting deadlines.
• Proven ability to build and nurture long‑term relationships with stakeholders at all levels.
• Analytical mindset: adept at interpreting usage data, spotting trends, and recommending evidence‑based strategies.
• Self‑starter with a passion for continuous learning and improvement.

Preferred Qualifications

• Experience with customer success platforms (e.g., Gainsight, Totango) and analytics tools.
• Familiarity with marketing automation and email campaign tools.
• Background in product management or user experience design.
• Experience working in a remote‑first, distributed team environment.
• Knowledge of the response management or RFP software market.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for customer challenges and a relentless focus on delivering value.
• Strategic Thinking: Ability to see the big picture while executing on tactical details.
• Data Fluency: Comfortable working with dashboards, spreadsheets, and data visualization tools.
• Collaboration: Skilled at building partnerships across product, marketing, sales, and support.
• Adaptability: Thrives in a fast‑changing environment and can pivot quickly based on new information.
• Influence & Persuasion: Capable of driving consensus and inspiring action among cross‑functional teams.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development should be as dynamic as the market we serve. As a Scaled Customer Success Manager, you will:

• Progress to senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Access a dedicated learning budget for certifications, conferences, and workshops.
• Participate in mentorship programs, both as a mentee and a mentor, fostering a culture of knowledge sharing.
• Take ownership of new product launches, beta programs, and pilot projects that drive innovation.

Work Environment & Culture at brighthush

Our remote‑first model means you can work from anywhere while staying connected to a vibrant, global team. We support flexible schedules, asynchronous collaboration, and a healthy work‑life balance. Key cultural pillars include:

• One Team, One Mission: We celebrate collective success and encourage open communication across all levels.
• Innovation & Experimentation: Every team member is empowered to propose new ideas, test hypotheses, and iterate quickly.
• Diversity & Inclusion: We actively recruit and retain talent from diverse backgrounds, ensuring a rich tapestry of perspectives.
• Continuous Feedback: Regular 1‑on‑1s, performance reviews, and peer feedback loops help you grow and stay aligned with company goals.
• Community & Connection: Virtual town halls, AMAs, and informal meet‑ups keep the team connected and engaged.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, we offer a competitive total rewards package that includes:

• Base salary range of CAD 70,000 – 85,000 per year, commensurate with experience.
• Performance‑based bonuses tied to customer health metrics and renewal targets.
• Equity options that allow you to share in the company’s long‑term success.
• Health, dental, and vision coverage starting from day one.
• Unlimited paid time off and flexible holiday scheduling.
• Monthly stipend for home‑office setup, internet, and phone usage.
• Access to an AI assistant for automating routine tasks and boosting productivity.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

We’re excited to hear from candidates who are passionate about driving customer success at scale. If you meet the essential qualifications and are eager to make a tangible impact, please submit your application through our careers portal. We encourage candidates from all backgrounds to apply—diversity fuels innovation, and we’re committed to building an inclusive workforce.

For any questions or to request accommodations during the interview process, reach out to our Talent Experience team at [email protected].

Our Commitment to Fair Hiring Practices

brighthush leverages artificial intelligence to streamline resume screening, generate interview questions, and support candidate outreach. However, AI is used only for administrative efficiency; all final hiring decisions are made by human reviewers to ensure fairness, reduce bias, and uphold our commitment to equal opportunity.

Join brighthush and Shape the Future of Customer Success

As a Scaled Customer Success Manager, you’ll be at the forefront of transforming how customers engage with our platform. You’ll collaborate with visionary product leaders, data scientists, and marketing strategists to create a seamless, digital‑first journey that drives adoption, reduces churn, and fuels revenue growth. If you’re ready to take your career to new heights, we invite you to apply and become part of a team that values innovation, collaboration, and impact.