Seasoned Strategic Customer Success Manager – Accelerating Growth, Adoption, and Long‑Term Value for SaaS Platforms in the Print & Apparel Industry at brighthush

About brighthush

brighthush is more than a software vendor; it’s a catalyst for creativity and efficiency in the custom manufacturing ecosystem. From print shops and signage studios to apparel designers and graphics studios, our customers rely on brighthush to streamline every touchpoint of their business—from quoting and production to invoicing, analytics, and beyond. Founded on the conviction that technology should amplify human ingenuity, brighthush has evolved from a bootstrapped startup into a trusted partner for thousands of companies worldwide.

Our all‑in‑one platform is engineered to reduce friction, eliminate manual work, and provide real‑time insights that empower teams to focus on what they do best: crafting outstanding products and unforgettable experiences. At brighthush, we celebrate every milestone our customers achieve, and we are driven by a single mission: to give our users the tools they need to thrive.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking, collaborative team that values initiative, continuous learning, and delivering tangible results. We’re a remote‑first organization, giving you the flexibility to work from anywhere in the U.S. while staying connected through a vibrant virtual community. Our culture is built on:

• Innovation at Scale: We constantly iterate on our platform, integrating cutting‑edge technologies like AI, automation, and data analytics to deliver smarter solutions.
• Customer‑Centric Mindset: Every decision we make is guided by the goal of creating the best possible experience for our users.
• Growth Opportunities: Whether you’re a seasoned professional or a high‑potential newcomer, brighthush offers clear career pathways, mentorship programs, and the chance to shape the future of our product.
• Inclusive & Diverse Environment: We celebrate diverse perspectives and encourage open dialogue, ensuring every voice is heard.
• Work‑Life Harmony: Flexible hours, remote work, and a supportive environment help you balance professional ambitions with personal well‑being.

Role Overview

We’re seeking a proactive, relationship‑driven Customer Success Manager to become the trusted advocate for our customers. In this role, you’ll own the entire post‑sale journey, ensuring that each client not only adopts our platform but also extracts maximum value and achieves measurable business outcomes. You’ll collaborate closely with our training, support, product, and engineering teams to deliver a seamless experience that drives loyalty, upsell, and advocacy.

Key Responsibilities

• Portfolio Ownership: Manage a curated portfolio of brighthush customers, serving as their primary point of contact and strategic partner.
• Onboarding & Implementation: Lead the end‑to‑end onboarding process, coordinating with training and support to ensure a smooth transition from implementation to full adoption.
• Value Realization: Work with customers to define success metrics, track progress, and demonstrate ROI through data‑driven insights.
• Account Health Monitoring: Utilize dashboards, usage analytics, and customer feedback loops to proactively identify engagement trends and potential risks.
• Issue Resolution: Respond to inquiries and challenges promptly, escalating complex issues to the appropriate internal teams while maintaining a professional, solution‑oriented tone.
• Cross‑Functional Collaboration: Partner with Support, Product, and Engineering to surface and resolve product gaps, ensuring continuous improvement of the platform.
• Upsell & Expansion: Identify opportunities for upselling, cross‑selling, and expansion, crafting tailored proposals that align with customer goals.
• Innovation & Process Improvement: Recommend creative solutions—often leveraging AI tools, workflow automation, or process redesign—to enhance customer outcomes.
• Feedback Loop: Capture and document customer insights, feeding them into product roadmaps and service enhancements.
• Thought Leadership: Represent brighthush at industry events, webinars, and user groups, sharing best practices and gathering market intelligence.
• Renewal Management: Drive renewal conversations, ensuring customers remain engaged and satisfied throughout the contract lifecycle.
• Community Building: Foster a community of users through forums, user groups, and peer‑to‑peer learning sessions.

Essential Qualifications

• Exceptional communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for non‑technical stakeholders.
• Strong problem‑solving instincts, coupled with a bias toward action and measurable results.
• Tech‑savvy mindset: comfortable learning new software, tools, and workflows quickly.
• Curiosity and a passion for continuous improvement—always asking “why” and seeking better ways to work.
• Demonstrated commitment to customer success, with a genuine desire to help clients achieve their goals.
• Experience with SaaS platforms, CRM systems, or customer lifecycle management is a plus (not mandatory).
• Familiarity with modern collaboration and productivity tools such as brighthush Teams, brighthush, and similar platforms.
• Self‑starter who thrives in a remote environment, managing priorities independently while staying aligned with team objectives.
• 1–2 years of customer‑facing experience preferred, but we welcome hungry, high‑potential candidates eager to grow.

Preferred Qualifications

• Background in the print, sign, graphics, or apparel industry, providing industry‑specific context to customer challenges.
• Experience with data analytics or reporting tools, enabling you to quantify success and drive data‑driven conversations.
• Knowledge of AI and automation technologies, allowing you to propose cutting‑edge solutions to customers.
• Previous exposure to customer success metrics such as NPS, CSAT, churn rate, and renewal cadence.
• Experience in a high‑growth SaaS environment, where scaling customer success processes is critical.

Skills & Competencies

• Strategic Thinking: Ability to align customer goals with brighthush’s product capabilities and roadmap.
• Relationship Building: Proven track record of cultivating trust and rapport with stakeholders at all levels.
• Project Management: Skilled at coordinating cross‑functional initiatives, managing timelines, and delivering on commitments.
• Analytical Acumen: Comfortable interpreting usage data, performance metrics, and financial indicators.
• Adaptability: Thrives in a fast‑paced, evolving environment, quickly pivoting to new priorities.
• Communication: Clear, concise, and persuasive in both written and verbal communication.
• Customer‑First Mindset: Deep empathy for customer pain points and a relentless drive to solve them.
• Tech Fluency: Proficiency with SaaS tools, data visualization platforms, and collaboration software.
• Leadership Presence: Ability to influence without authority and inspire confidence in customers and teammates.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Success Manager, you’ll:

• Progress to senior CSM roles, Customer Success Leadership, or Product Management positions.
• Participate in mentorship programs, pairing you with seasoned leaders who share their expertise.
• Attend industry conferences, webinars, and workshops—many of which are covered by the company.
• Engage in continuous learning through internal training modules, certifications, and knowledge‑sharing sessions.
• Contribute to product strategy, influencing the direction of our platform based on real customer insights.
• Lead cross‑functional initiatives that shape the future of our customer experience and platform roadmap.
• Earn performance‑based bonuses and equity opportunities that align your success with brighthush’s growth.

Work Environment & Culture

Our remote‑first model means you can work from anywhere in the U.S., provided you have a reliable internet connection and a quiet workspace. We support flexible hours to accommodate different time zones and personal commitments. Despite the physical distance, we maintain a strong sense of community through:

• Weekly virtual town halls featuring product updates, industry trends, and Q&A sessions with leadership.
• Monthly virtual coffee chats that encourage informal networking and knowledge exchange.
• Annual in‑person retreats (when safe) that bring the team together for collaborative workshops and team‑building activities.
• Open communication channels—Slack, brighthush Teams, and email—ensuring you’re never out of the loop.
• Inclusive hiring practices that celebrate diverse perspectives and encourage open dialogue.
• Regular pulse surveys and feedback loops that help us continuously improve our culture and processes.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive base salary, a performance‑based bonus structure, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance (fully or partially covered).
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and flexible vacation policy.
• Professional development stipend and reimbursement for relevant courses or certifications.
• Wellness programs, including mental health resources and gym membership discounts.
• Equity options for senior roles, aligning your success with the company’s growth.
• Remote work stipend to support your home‑office setup.
• Employee referral bonuses for bringing in top talent.
• Access to a global network of industry experts and thought leaders.

How to Apply

Ready to join a company that values innovation, customer success, and personal growth? Submit your application through our careers portal or send your résumé and cover letter directly to [email protected]. We’re excited to learn how you can help our customers thrive and how brighthush can support your professional journey.

Thank you for considering a career with brighthush. We look forward to exploring the possibilities together!