Senior Bilingual Customer Success Lead – English & Spanish – Driving Adoption, Retention, and Revenue Growth for a Rapidly Scaling SaaS Platform at brighthush

About brighthush

brighthush is more than a cloud‑native SaaS provider; we are a catalyst for digital transformation across finance, logistics, construction, and technology sectors. Our platform blends advanced analytics with intuitive workflow automation, enabling enterprises to streamline operations, unlock actionable insights, and accelerate growth. By simplifying complex processes, we help our customers reduce costs, improve compliance, and deliver exceptional experiences to their own clients.

Founded on a foundation of innovation, reliability, and an unwavering focus on customer success, brighthush has evolved from a modest startup into a trusted partner for Fortune 500 companies and ambitious mid‑market firms alike. Our mission is simple: simplify complex workflows so that our clients can focus on what truly matters – delivering value to their own customers.

As we expand our footprint across North America, Latin America, and Asia, we are seeking passionate, bilingual professionals who can help our customers thrive. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible impact on real businesses, brighthush is the place for you.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and continuous improvement. We believe the best ideas come from diverse perspectives, which is why we actively foster an inclusive environment where every voice is heard.

Our teams work in an agile, cross‑functional setting, giving you the opportunity to partner with product, engineering, sales, and marketing to shape the future of our platform. We blend remote flexibility with in‑office collaboration, ensuring that whether you’re based in the United States, Mexico, or India, you have access to the same resources, mentorship, and career‑growth opportunities.

We are committed to professional development through robust learning programs, mentorship initiatives, and a clear career ladder that rewards impact and innovation. Your growth is our priority.

Key Responsibilities

As a Bilingual Customer Success Lead at brighthush, you will own a portfolio of 30–35 high‑value accounts and serve as the trusted advisor for each customer’s journey. Your day‑to‑day activities will include:

• Designing and executing customized success plans that align brighthush’s capabilities with each customer’s business objectives.
• Establishing consistent engagement cadences—weekly check‑ins, monthly business reviews, quarterly strategy sessions—to ensure continuous value realization.
• Monitoring customer health scores, product usage metrics, and engagement trends to proactively identify risks and opportunities.
• Collaborating with Sales, Product, and Engineering to create mitigation plans for churn risks and to advocate for product enhancements that meet customer needs.
• Crafting personalized, scalable communication strategies—including email, video, and virtual meetings—that resonate with stakeholders at all levels and in both English and Spanish.
• Maintaining accurate account plans, success plans, and engagement data in Salesforce, and building dashboards that provide real‑time visibility into portfolio health.
• Identifying patterns across accounts to develop repeatable playbooks, reporting tools, and process improvements that increase efficiency and scalability.
• Acting as the primary point of contact for all customer inquiries, ensuring timely resolution and a seamless experience.
• Driving adoption initiatives that help customers fully leverage the platform’s features, leading to higher satisfaction and lower churn.
• Collecting and sharing customer feedback with the product team to influence roadmap decisions and feature prioritization.

Essential Qualifications

• 1–2+ years of experience in Customer Success, Account Management, or a similar customer‑facing role within B2B SaaS.
• Proven track record of managing a portfolio of accounts, establishing engagement cadences, and driving measurable adoption and retention outcomes.
• Strong analytical skills: ability to interpret customer health metrics, product usage data, and engagement trends to forecast renewals and identify churn risks.
• Professional fluency in both English and Spanish, with the ability to communicate clearly and confidently with customers and internal stakeholders in both languages.
• Experience using Salesforce or a comparable CRM platform to maintain accurate account plans, success plans, and engagement records.
• Excellent written and verbal communication skills, with a knack for tailoring messaging to diverse audiences.
• Organizational prowess: adept at managing multiple accounts, competing priorities, and engagement activities simultaneously.
• Data‑driven mindset: comfortable creating dashboards, trackers, and automated workflows that enhance portfolio visibility.
• Collaborative spirit: proven ability to work cross‑functionally with Sales, Product, Engineering, and Marketing to deliver customer value.

Preferred Qualifications

• Experience in the construction, logistics, or financial services industry, where complex workflows and regulatory compliance are common.
• Background in implementing or managing enterprise‑grade SaaS solutions for mid‑market or enterprise customers.
• Knowledge of customer success frameworks such as the Customer Success Playbook, NPS, CSAT, and OKR alignment.
• Experience with advanced analytics tools (e.g., Tableau, Power BI) to derive actionable insights from customer data.
• Demonstrated success in driving upsell or cross‑sell opportunities within an existing customer base.
• Experience leading or participating in customer advisory boards or focus groups.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Relationship Building: Talent for building trust with C‑suite executives, project sponsors, and day‑to‑day users.
• Problem Solving: Quick to diagnose issues, propose solutions, and follow through until resolution.
• Project Management: Skilled at coordinating cross‑functional initiatives and meeting deadlines.
• Technical Aptitude: Comfortable learning new software features and troubleshooting basic technical issues.
• Adaptability: Thrives in a fast‑paced, evolving environment where priorities can shift rapidly.
• Data Literacy: Proficient in interpreting metrics, generating reports, and presenting findings to stakeholders.
• Communication: Clear, concise, and persuasive in both written and spoken formats.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your impact and ambition. We provide:

• Structured mentorship programs pairing you with senior Customer Success leaders.
• Access to internal and external training—product certifications, leadership workshops, and industry conferences.
• Clear promotion paths: from Customer Success Associate to Manager, Director, and VP of Customer Success.
• Opportunities to transition into Product Management, Sales Enablement, or Customer Experience roles based on your interests.
• Regular performance reviews that focus on growth, skill development, and goal alignment.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared commitment to customer success. Key aspects include:

• Remote‑first flexibility with optional on‑site hubs in major cities.
• Weekly “All‑Hands” meetings to share wins, challenges, and product updates.
• Monthly hackathons and innovation sprints that encourage cross‑team collaboration.
• Inclusive hiring practices that celebrate diversity in language, culture, and experience.
• Regular team‑building events—virtual coffee chats, game nights, and wellness workshops.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer retention, upsell, and satisfaction metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Flexible paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Wellness program: gym membership discounts, mental health resources, and wellness stipends.
• Employee referral bonuses and recognition programs.

How to Apply

If you’re ready to take your Customer Success career to the next level, bring your bilingual expertise, data‑driven mindset, and passion for customer advocacy to brighthush. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

We look forward to exploring how you can help our customers achieve lasting success and how brighthush can support your professional growth.

Location & Remote Options

This position is open to candidates located in the United States, Mexico, and India. Remote work options are available for qualified applicants, with the flexibility to collaborate from any of our global hubs.