Seasoned Senior Customer Success Manager – West Region, Customer Experience & AI Platform Leader – Drive Growth, Innovation, and Customer Advocacy at brighthush

Welcome to brighthush – Where Customer Success Meets AI Innovation

brighthush is not just a technology company; it’s a movement that is reshaping how businesses connect with their customers. Leveraging cutting‑edge artificial intelligence, advanced data analytics, and human‑centric design, we empower organizations—from nimble startups to Fortune 500 enterprises—to deliver unforgettable experiences at scale. Our culture is built on curiosity, collaboration, and a relentless focus on impact. If you’re ready to be part of a forward‑thinking team that turns data into delight, read on.

Why brighthush?

At brighthush, we believe that great people deserve great opportunities. That’s why we offer a comprehensive package that supports your professional growth, personal well‑being, and financial security:

• Equity & Long‑Term Ownership – Startup equity with a 5‑year extended exercise window, giving you the chance to share in our long‑term success.
• Competitive Compensation – Base salary aligned with market benchmarks, plus performance‑based bonuses tied to individual and company goals.
• Health & Wellness – Full health, dental, and vision coverage, a generous retirement savings plan with company match, and access to wellness programs.
• Work‑Life Harmony – Flexible work arrangements, 25 days of annual leave worldwide, generous parental leave, and a home‑office stipend plus phone and internet allowance.
• Continuous Learning – Dedicated learning budget, mentorship programs, and sponsorship for industry conferences.
• Community & Culture – Volunteer days, charity partnerships, and team‑building events that keep us connected to the world.

Role Overview

As the Senior Customer Success Manager for the West Region, you will be the trusted advisor for our most valuable clients across the United States, Canada, and Mexico. You’ll own the entire customer lifecycle—from onboarding to renewal—ensuring that our customers achieve measurable business outcomes and become passionate advocates for brighthush. Your strategic mindset and deep understanding of customer needs will help us grow revenue, reduce churn, and elevate the overall customer experience.

Key Responsibilities

• Customer Advocacy & Relationship Management – Build and nurture long‑term relationships with C‑suite executives, product owners, and key stakeholders. Serve as the primary point of contact for all customer success matters.
• Strategic Account Planning – Develop comprehensive account plans that align with customer goals, identify upsell and cross‑sell opportunities, and drive adoption of new features and integrations.
• Onboarding & Enablement – Lead the onboarding process for new customers, ensuring a smooth transition from sales to success. Deliver training sessions, workshops, and best‑practice guides.
• Performance Measurement – Define, track, and report on key success metrics (NPS, CSAT, renewal rates, usage analytics). Use data to identify trends, risks, and opportunities.
• Issue Escalation & Resolution – Act as the escalation point for high‑impact issues. Coordinate cross‑functional teams (Product, Engineering, Support) to resolve problems quickly and effectively.
• Renewal & Expansion – Own the renewal process, negotiating contracts and pricing while ensuring customer satisfaction. Identify expansion opportunities and collaborate with Sales to close deals.
• Thought Leadership – Represent brighthush at industry events, webinars, and conferences. Share insights on customer success best practices and the evolving customer experience landscape.
• Team Collaboration & Mentorship – Mentor junior Customer Success Managers, share knowledge, and contribute to the continuous improvement of processes and tools.
• Feedback Loop – Gather customer feedback and translate it into actionable insights for product development and service enhancements.

Essential Qualifications

• Minimum 5 years of experience in Customer Success, Account Management, or related roles within SaaS or technology companies.
• Proven track record of managing enterprise‑level accounts and driving revenue growth.
• Strong analytical skills with the ability to interpret data and translate insights into strategic actions.
• Excellent communication and presentation skills, capable of engaging stakeholders at all levels.
• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).
• Demonstrated ability to work cross‑functionally and influence without direct authority.
• High emotional intelligence, resilience, and a customer‑first mindset.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.

Preferred Qualifications

• Experience in the customer experience, AI, or data analytics space.
• Knowledge of the West Region market dynamics, including key industries and regulatory considerations.
• Advanced proficiency in data visualization tools (Tableau, Power BI).
• Experience leading customer success teams or managing a team of managers.
• Multilingual capabilities (Spanish, French, or other languages) are a plus.

Core Competencies

• Strategic Thinking – Ability to see the big picture and align customer success initiatives with business objectives.
• Customer Obsession – Deep commitment to understanding and exceeding customer expectations.
• Problem Solving – Creative and analytical approach to diagnosing and resolving complex issues.
• Collaboration – Strong teamwork skills, fostering open communication across departments.
• Adaptability – Comfortable navigating a fast‑paced, evolving environment.
• Leadership – Inspiring and guiding others, driving performance and professional growth.

Career Growth & Learning Opportunities

At brighthush, we view your professional development as a partnership. As a Senior Customer Success Manager, you will:

• Participate in a structured mentorship program with senior leaders.
• Attend quarterly leadership workshops and industry conferences.
• Access a dedicated learning budget for courses, certifications, and workshops.
• Have the opportunity to transition into Customer Success Leadership roles or cross‑functional positions such as Product Management or Sales Enablement.
• Contribute to the design and evolution of our customer success framework, influencing the future direction of the organization.

Work Environment & Culture

Our culture is defined by:

• Inclusivity & Diversity – We celebrate different perspectives and foster an environment where everyone feels valued.
• Transparency & Trust – Open communication, honest feedback, and shared accountability are at the core of our operations.
• Innovation & Experimentation – We encourage calculated risk‑taking and reward creative problem solving.
• Work‑Life Harmony – Flexible schedules, remote work options, and generous time off help you recharge.
• Community Engagement – Volunteer days, charity partnerships, and team‑building events keep us connected to the world.

Compensation & Benefits

While we don’t disclose exact figures publicly, our compensation package is competitive and designed to reward performance, dedication, and innovation. It typically includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and company goals.
• Equity options with a 4‑year vesting schedule and a 5‑year extended exercise window.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Home office stipend, phone and internet allowance, and access to wellness programs.

Success Stories & Impact

Our customers have seen transformative results: a leading e‑commerce retailer increased its customer retention by 18% within the first year of partnering with brighthush, while a Fortune 500 financial services firm reduced churn by 12% and accelerated its digital transformation roadmap. These successes are a testament to the power of a customer‑centric approach combined with AI‑driven insights.

How to Apply

If you’re passionate about building lasting customer relationships, thrive in a fast‑paced environment, and want to make a tangible impact on a growing technology company, we’d love to hear from you. Submit your resume and a cover letter that highlights your most significant customer success achievements. Tell us why you’re excited about the opportunity to join brighthush and help shape the future of customer experience.

Join brighthush today and become part of a team that is not only shaping the next generation of customer success but also redefining what it means to work in a truly collaborative, innovative, and inclusive environment.