Senior Bilingual Customer Success Manager – English & French – Accelerating Adoption, Retention, and Upsell for brighthush’s Cloud‑Based Contract Management Platform

About brighthush

brighthush is redefining the way organizations manage contracts in the digital age. By turning intricate legal workflows into intuitive, cloud‑native experiences, we empower businesses—from nimble startups to Fortune 500 enterprises—to streamline their entire contract lifecycle. Our platform blends e‑signature, workflow automation, and AI‑driven analytics into a single, seamless solution that is both faster and safer. With a presence that spans North America, Europe, and Asia, brighthush is on a mission to make contract management not just a necessity, but a competitive advantage for every customer. If you thrive in a data‑driven, fast‑paced environment and want to leave a tangible impact on millions of users worldwide, brighthush is the place for you.

Why This Role Matters

As a Senior Bilingual Customer Success Manager, you will be the frontline advocate for our English‑ and French‑speaking clients. Your voice will shape how businesses adopt and maximize the value of our platform, directly influencing customer retention, upsell opportunities, and the overall perception of brighthush as a trusted partner. In short, you’ll help shape the future of digital contract management and drive measurable business outcomes for our customers and the company.

Key Responsibilities

• Client Relationship Management: Serve as the primary point of contact for a portfolio of English‑ and French‑speaking customers, building deep, trust‑based relationships that foster long‑term loyalty and advocacy.
• Strategic Onboarding & Adoption: Collaborate with cross‑functional teams—Product, Sales, Engineering, and Marketing—to design and execute onboarding plans that accelerate time‑to‑value for new customers.
• Proactive Issue Resolution: Monitor client health metrics, identify potential risks, and intervene early with tailored solutions to prevent churn and ensure continuous satisfaction.
• Data‑Driven Insights: Analyze usage patterns, generate dashboards, and present actionable recommendations to customers and internal stakeholders to drive adoption and feature utilization.
• Continuous Learning & Training: Conduct regular check‑ins, product demos, and training sessions to keep clients informed about new features, best practices, and industry trends.
• Feedback Loop & Product Advocacy: Capture customer feedback, prioritize pain points, and collaborate with Product Management to influence roadmap decisions and feature enhancements.
• Upsell & Cross‑Sell Enablement: Work closely with Sales to identify expansion opportunities, craft compelling value propositions, and support the closing of upsell deals that align with customer goals.
• Process Improvement: Provide candid feedback on internal workflows, propose enhancements, and champion best practices across the Customer Success organization to increase efficiency and quality.
• Mentorship & Team Collaboration: Share knowledge, coach junior team members, and contribute to a culture of continuous improvement and high performance.
• Global Account Support: Manage relationships with clients across multiple geographies, ensuring consistent service quality and cultural sensitivity in every interaction.
• Customer Advocacy: Represent the voice of the customer in internal meetings, ensuring their needs are reflected in product development, service delivery, and strategic planning.

Essential Qualifications

• Bilingual Proficiency: Native or near‑native fluency in both English and French (written and spoken). Ability to switch seamlessly between languages in all client interactions.
• Customer Success Experience: Minimum of 3 years in a customer success, account management, or client‑facing role within SaaS or enterprise software environments, with a proven track record of driving adoption and retention.
• Analytical Mindset: Strong quantitative skills; comfortable working with data dashboards, CRM systems, and deriving insights that drive business decisions.
• Communication Excellence: Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for clients.
• Problem‑Solving Aptitude: Proven ability to diagnose issues, develop solutions, and deliver results under tight deadlines while maintaining a positive client experience.
• Tech Savvy: Comfortable navigating cloud platforms, APIs, and integration concepts; a passion for learning new technologies quickly.
• Collaboration & Team Spirit: Demonstrated ability to work effectively across multidisciplinary teams in a fast‑paced, high‑growth environment.

Preferred Qualifications

• Industry Knowledge: Experience in legal, finance, or procurement sectors where contract management is critical, providing context for client challenges and opportunities.
• Advanced CRM Expertise: Proficiency in leading CRM platforms such as Salesforce, HubSpot, or similar tools, with a focus on customer health scoring and lifecycle management.
• Project Management Skills: Familiarity with Agile methodologies and project tracking tools such as Jira, Trello, or Asana, enabling you to manage cross‑functional initiatives efficiently.
• Multicultural Experience: Prior exposure to working with clients across multiple geographies and cultures, enhancing your ability to navigate diverse business environments.
• Continuous Learning: Passion for staying current with industry trends, emerging technologies, and best practices in customer success and contract management.

Core Skills & Competencies

• Client‑Centric Mindset
• Strategic Thinking & Execution
• Data Analysis & Reporting
• Conflict Resolution & Negotiation
• Time Management & Prioritization
• Adaptability & Resilience
• Team Collaboration & Knowledge Sharing
• Technical Literacy & Integration Awareness

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As a Senior Bilingual Customer Success Manager, you will have access to a wealth of development resources and clear career pathways:

• Structured mentorship programs with senior leaders in Customer Success, Product, and Sales.
• Regular training sessions on new product releases, industry regulations, and advanced analytics.
• Opportunities to lead cross‑functional projects, enhancing your project management and stakeholder engagement skills.
• Clear career ladder: from Senior Customer Success Manager to Customer Success Lead, then to Director of Customer Success or Head of Customer Experience.
• Annual learning stipend to pursue certifications (e.g., Certified Customer Success Manager, PMP, or relevant technical courses).
• Access to an internal knowledge base and community forums where you can share insights and best practices with peers worldwide.
• Participation in global strategy workshops that shape the future direction of brighthush’s product and service offerings.

Work Environment & Company Culture

brighthush thrives on a culture that values transparency, innovation, and inclusivity. You’ll find:

• Remote‑first flexibility with optional on‑site hubs in major cities, allowing you to balance autonomy with collaboration.
• Weekly “Innovation Fridays” where teams pitch new ideas and experiment with emerging tech, fostering a culture of continuous improvement.
• Monthly “Culture & Wellness” events—virtual yoga, mindfulness sessions, and team‑building activities—to support mental and physical well‑being.
• Open‑door leadership policy: executives are accessible and receptive to ideas from all levels, encouraging a sense of ownership and empowerment.
• Commitment to diversity, equity, and inclusion, reflected in hiring practices, employee resource groups, and community outreach initiatives.
• Collaborative workspace with cross‑functional teams that celebrate wins together, reinforcing a sense of shared purpose.
• Annual company retreats that blend learning, networking, and fun, strengthening bonds across the global team.

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 professionals.
• Performance‑based bonuses tied to customer satisfaction, retention, and upsell metrics.
• Comprehensive health, dental, and vision insurance plans for you and your dependents.
• 401(k) matching program with a generous contribution rate to support your long‑term financial goals.
• Unlimited paid time off (PTO) and flexible work arrangements to promote work‑life balance.
• Annual professional development budget for conferences, courses, and certifications that align with your career aspirations.
• Employee stock purchase plan (ESPP) to share in the company’s growth and success.
• Wellness stipend and on‑site fitness facilities at select locations to support your health and well‑being.
• Employee referral program with attractive rewards for bringing top talent into the brighthush family.
• Regular team‑building retreats and off‑site events that foster camaraderie and collaboration.

How to Apply

Ready to take the next step in your career and help shape the future of digital contract management? Submit your application through our careers portal or click the link below to explore this exciting opportunity in more detail.

Apply to this job at brighthush

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or any other legally protected characteristic.