Seasoned Enterprise SaaS Customer Success Manager – 12‑Month Fixed‑Term Contract Focused on Adoption, Growth, and Strategic Partnerships at brighthush
About brighthush
brighthush is a pioneering force in the environmental, health, safety, and sustainability (EHS) technology sector. Our mission is to empower organizations worldwide to manage and elevate their ESG performance through a cutting‑edge SaaS platform that blends data intelligence, regulatory compliance, and actionable insights. Backed by a leading alternative asset investment firm that champions private equity, technology, and innovation, brighthush sits at the forefront of the ESG revolution. With a global footprint that spans North America, Europe, Asia, and beyond, we are assembling a team of passionate, high‑impact professionals who are growing at an unprecedented pace. Our culture is anchored in five core values that shape everything we do: Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration.
Why Join brighthush?
At brighthush, you will be part of a culture that celebrates curiosity, embraces diversity, and rewards bold thinking. We believe that the best ideas come from people who are empowered to challenge the status quo and who thrive in a collaborative environment. As a Customer Success Manager, you will have the opportunity to shape the customer journey, influence product strategy, and directly impact the success of our clients. In addition to a competitive salary, we offer a comprehensive benefits package that includes health, dental, and vision insurance, a 401(k) plan with company match, generous paid time off, flexible work arrangements, and continuous learning opportunities through internal and external training programs.
Role Overview
The Customer Success Manager (CSM) will serve as the primary advocate for our customers throughout their lifecycle on our SaaS platform. You will be responsible for ensuring that each client achieves measurable value, drives adoption, and remains engaged with our solutions. This role is ideal for a proactive, relationship‑driven professional who is eager to grow within the SaaS industry and who thrives in a fast‑moving, data‑driven environment.
Key Responsibilities
- Customer Adoption & Onboarding
- Design and execute comprehensive onboarding plans that align with each customer’s success criteria.
- Educate new users on platform features, best practices, and industry use cases to accelerate adoption.
- Collaborate with the Product and Training teams to develop tailored learning resources and workshops.
- Track onboarding milestones and provide regular status updates to stakeholders.
- Relationship Management
- Build and nurture trusted relationships with key stakeholders across all customer accounts.
- Conduct regular check‑ins, business reviews, and health score assessments to gauge satisfaction and identify upsell opportunities.
- Serve as the main point of contact for low‑ to mid‑tier accounts, ensuring timely resolution of queries and concerns.
- Advocate for customer needs within the organization, ensuring alignment between product, engineering, and support.
- Issue Resolution & Escalation
- Partner with Support, Product, and Engineering to triage and resolve customer issues efficiently.
- Escalate product bugs or feature requests, track progress, and communicate outcomes to customers.
- Maintain a clear escalation matrix and ensure that all stakeholders are informed throughout the process.
- Document root causes and lessons learned to drive continuous improvement.
- Data‑Driven Insights & Reporting
- Leverage CRM or Customer Success Platforms to monitor adoption metrics and health scores.
- Prepare and present performance dashboards and business reviews for executive leadership and customers.
- Identify trends and patterns in customer behavior, translating insights into actionable recommendations for product and process improvements.
- Collaborate with analytics teams to refine data models and reporting frameworks.
- Retention & Growth
- Drive renewal activities by ensuring customers meet their desired outcomes and ROI.
- Collaborate with Sales to identify cross‑sell and upsell opportunities, contributing to revenue expansion.
- Champion a proactive renewal strategy that reduces churn and maximizes customer lifetime value.
- Develop renewal playbooks and share best practices across the Customer Success organization.
Essential Qualifications
- 2–5 years of experience in Customer Success, Account Management, Support, or a related customer‑facing role, preferably within the SaaS industry.
- Proven track record of driving product adoption and customer satisfaction in a complex, enterprise‑grade environment.
- Exceptional communication and interpersonal skills, with the ability to build rapport with stakeholders at all levels.
- Strong analytical mindset and proficiency in using data to inform decisions and optimize processes.
- Hands‑on experience with CRM or Customer Success Platforms such as Salesforce, Gainsight, or HubSpot.
- Bachelor’s degree in Business, Marketing, Information Technology, or a related field, or equivalent professional experience.
Preferred Qualifications & Skills
- Experience in the EHS or ESG technology space.
- Knowledge of regulatory frameworks and compliance standards related to environmental and safety data.
- Familiarity with data analytics tools and reporting best practices.
- Project management experience, including the ability to coordinate cross‑functional initiatives.
- Fluency in multiple languages is a plus, given our global customer base.
- Certifications such as Certified Customer Success Manager (CCSM) or similar are advantageous.
What You’ll Bring to the Team
- A bias to action and a relentless focus on delivering results.
- Empathy and a genuine desire to help customers succeed.
- Adaptability and resilience in a fast‑paced, evolving environment.
- Strong problem‑solving skills and the ability to manage multiple priorities simultaneously.
- A passion for technology and a willingness to dive deep into SaaS products.
- Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, actionable insights.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear career pathways. As a CSM, you will have the chance to:
- Progress into senior Customer Success roles, such as Lead CSM or Director of Customer Success.
- Transition into product management, sales, or consulting roles, leveraging your deep customer insights.
- Participate in leadership development programs, mentorship initiatives, and cross‑functional projects.
- Attend industry conferences, workshops, and webinars to stay ahead of ESG trends and SaaS innovations.
- Earn professional certifications and receive a stipend for courses, certifications, and conferences.
Work Environment & Culture
Our culture is built on transparency, collaboration, and a shared commitment to excellence. You will work alongside a diverse team of engineers, product managers, data scientists, and marketing professionals who are passionate about making a difference. We celebrate wins, learn from failures, and continuously iterate on our processes. Remote work is supported, with flexible hours to accommodate global teams and personal commitments. Every team member is encouraged to bring their authentic self to work, fostering an inclusive environment where diverse perspectives are valued and innovation thrives.
Compensation & Benefits
While the base salary for this 12‑month fixed‑term contract will be competitive and commensurate with experience, you will also receive:
- Performance‑based bonuses tied to customer success metrics.
- Health, dental, and vision insurance coverage.
- 401(k) plan with company match.
- Generous paid time off and holiday schedule.
- Professional development stipend for courses, certifications, and conferences.
- Access to a company‑wide wellness program, including virtual fitness classes and mental health resources.
- Flexible work arrangements, including remote work options and flexible hours.
- Employee referral bonus program and quarterly team celebrations.
Equal Opportunity Employer
brighthush is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or any other protected status.
Ready to Make an Impact?
If you are a customer‑centric professional who thrives on building relationships, driving adoption, and turning data into actionable insights, we want to hear from you. Join brighthush and help us shape the future of ESG technology while advancing your career in a dynamic, supportive environment. This is a unique opportunity to work with a high‑growth company that is redefining how organizations manage sustainability and safety.