Seasoned Bilingual Associate Customer Success Manager – English & French – Driving Customer Retention, Adoption, and Growth for a Leading Digital Transformation Company

Welcome to brighthush – Where Digital Transformation Meets Human Connection

At brighthush, we’re more than a technology provider; we’re a movement that empowers businesses worldwide to unlock the full potential of their operations. Our secure document management, automated contract lifecycle solutions, and AI‑driven analytics are redefining how organizations collaborate, sign, and govern agreements. Every product we build is designed with one simple, powerful mission: to make every agreement effortless, secure, and auditable so our customers can focus on what truly matters—growing their businesses.

Our culture is built on transparency, continuous learning, and a genuine commitment to diversity and inclusion. We thrive on innovation, collaboration, and a relentless pursuit of excellence. If you’re passionate about technology, love building relationships, and want to make a tangible impact on our clients’ success, brighthush is the place for you.

Why This Role Matters

As a Bilingual Associate Customer Success Manager, you will be the frontline advocate for our English‑ and French‑speaking customers. You’ll partner with them to understand their unique challenges, guide them through the full lifecycle of our solutions, and ensure they derive maximum value from every interaction. Your work will directly influence customer satisfaction, retention, and the overall growth trajectory of brighthush.

Key Responsibilities

• Client Relationship Management: Serve as the primary point of contact for a portfolio of English‑ and French‑speaking clients, building trust and fostering long‑term partnerships.
• Needs Assessment & Solution Design: Conduct in‑depth discovery sessions to capture client goals, pain points, and success metrics. Translate these insights into tailored adoption plans that leverage brighthush’s suite of products.
• Onboarding & Adoption: Collaborate with cross‑functional teams—Sales, Product, Engineering, and Marketing—to ensure a seamless transition from prospect to active user. Guide clients through onboarding, configuration, and training.
• Proactive Issue Resolution: Monitor client health dashboards, usage analytics, and support tickets. Identify potential friction points early and coordinate timely resolutions to keep satisfaction high.
• Data‑Driven Insights: Analyze usage trends, churn signals, and feature adoption rates. Provide actionable insights to product and marketing teams to refine roadmap and messaging.
• Regular Check‑Ins & Business Reviews: Schedule and conduct quarterly business reviews (QBRs) and monthly check‑ins. Present product updates, gather feedback, and discuss strategic initiatives.
• Training & Enablement: Develop and deliver training materials, webinars, and best‑practice guides in both English and French. Empower clients to become power users of brighthush solutions.
• Upsell & Cross‑Sell Advocacy: Work closely with Sales to identify expansion opportunities within existing accounts. Champion upsell and cross‑sell initiatives that align with client objectives.
• Process Improvement: Provide candid feedback on internal workflows, knowledge bases, and support tools. Champion continuous improvement to enhance the customer experience.
• Mentorship & Team Collaboration: Share knowledge, mentor junior team members, and contribute to a culture of collaboration and high performance.

Essential Qualifications

• Fluency in both English and French (written and spoken) with a proven ability to communicate complex concepts clearly.
• 3+ years of experience in Customer Success, Account Management, or a related client‑facing role within a SaaS or technology environment.
• Demonstrated success in managing a portfolio of enterprise or mid‑market accounts, achieving high renewal rates and customer satisfaction scores.
• Strong analytical mindset: comfortable working with data dashboards, interpreting metrics, and translating insights into action.
• Excellent interpersonal and communication skills, with the ability to influence stakeholders at all levels.
• Proficiency with CRM systems such as Salesforce, HubSpot, and Gainsight, as well as customer success platforms like Gainsight and Totango.
• Experience with contract lifecycle management, digital signatures, or related compliance solutions is a plus.

Preferred Qualifications

• Background in a regulated industry such as finance, legal, or healthcare where secure document handling is critical.
• Experience working in a high‑growth startup or scale‑up environment, adapting quickly to change.
• Knowledge of AI or analytics tools that enhance customer engagement and product adoption.
• Previous experience mentoring or leading a small team of customer success professionals.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping clients succeed and a proactive approach to problem‑solving.
• Strategic Thinking: Ability to see the big picture, align client goals with business objectives, and develop long‑term success plans.
• Project Management: Skilled at juggling multiple priorities, setting clear milestones, and delivering results on time.
• Collaboration: Comfortable working cross‑functionally with Sales, Product, Engineering, and Marketing to drive customer outcomes.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change as an opportunity.
• Data Literacy: Comfortable interpreting usage data, churn metrics, and performance KPIs to inform strategy.
• Communication: Clear, concise, and persuasive in both written and verbal communication across cultures.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As an Associate Customer Success Manager, you will:

• Progress to Senior Customer Success Manager, Customer Success Lead, or Customer Success Director roles.
• Take on strategic account management for high‑value enterprise clients.
• Lead cross‑functional initiatives such as product launches, customer advocacy programs, or global expansion projects.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access continuous learning resources—online courses, certifications, and internal knowledge hubs—to keep your skills sharp.

Work Environment & Culture at brighthush

Our culture is a blend of entrepreneurial spirit and collaborative teamwork. We celebrate diversity, encourage open dialogue, and reward innovative thinking. You’ll find:

• Remote‑first flexibility with optional on‑site hubs in major cities.
• Inclusive, multicultural teams that value every voice.
• Regular hackathons, innovation sprints, and cross‑departmental knowledge sharing.
• Transparent communication from leadership, with quarterly town halls and open Q&A sessions.
• A commitment to work‑life balance, with generous vacation policies and mental‑health support.

Compensation, Perks & Benefits

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

• Base salary commensurate with market rates for bilingual Customer Success roles.
• Performance‑based bonuses tied to customer satisfaction, renewal, and upsell metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance for you and your family.
• Flexible paid time off, parental leave, and a generous holiday schedule.
• Wellness stipend, mental‑health resources, and access to an employee assistance program.
• Professional development budget, conference travel, and certification reimbursements.
• Team‑building retreats, social events, and a vibrant community of innovators.

Ready to Join the brighthush Revolution?

If you’re a bilingual professional who thrives on building lasting relationships, loves turning data into action, and is eager to help clients achieve their most ambitious goals, we want to hear from you. Bring your expertise, your curiosity, and your passion for customer success to brighthush, and together we’ll shape the future of digital agreements.

Apply today and become a pivotal part of a company that’s redefining the way the world does business.