Senior Customer Success & Account Manager – Client Retention, Growth, and Onboarding Champion

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that empowers businesses to deliver exceptional experiences through innovative technology and dedicated service. With a global footprint and a passion for building lasting relationships, we help our clients unlock the full potential of their products and services. Our culture is rooted in collaboration, continuous learning, and a relentless focus on value creation for both our customers and our people.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that thrives on creativity, data‑driven insights, and a shared commitment to excellence. We believe that great customer success starts with great people, and we invest heavily in professional development, mentorship, and a flexible work environment that supports work‑life balance. Whether you’re a seasoned veteran or an ambitious newcomer, you’ll find opportunities to grow, innovate, and make a measurable impact.

Role Overview

The Senior Customer Success & Account Manager will be the primary advocate for our clients, ensuring they achieve their business objectives while driving adoption, satisfaction, and expansion. This role blends strategic account management with hands‑on execution, requiring a blend of analytical thinking, empathy, and proactive problem‑solving. You will work closely with cross‑functional teams—including Product, Sales, Marketing, and Support—to create a seamless journey from onboarding to renewal.

Key Responsibilities

• Client Relationship Stewardship – Serve as the main point of contact for a portfolio of high‑value accounts, building trust and credibility through regular, value‑driven interactions.
• Strategic Onboarding & Implementation – Guide new customers through a structured onboarding process, ensuring they understand the platform, set clear milestones, and achieve early wins.
• Account Health & Value Realization – Monitor usage metrics, identify gaps, and recommend best practices to maximize ROI and deepen product adoption.
• Retention & Risk Mitigation – Proactively spot potential churn signals, conduct risk assessments, and collaborate with internal stakeholders to resolve issues before they impact renewal.
• Growth & Expansion – Identify upsell and cross‑sell opportunities, develop tailored expansion plans, and work with Sales to close new revenue streams.
• CRM & Data Management – Maintain accurate, up‑to‑date records in the CRM, ensuring all interactions, commitments, and next steps are documented for visibility and accountability.
• Thought Leadership & Feedback Loop – Act as a conduit between customers and product teams, translating user insights into actionable enhancements.
• Team Collaboration – Partner with Customer Support, Success Operations, and Product to deliver a unified, high‑quality experience.

Essential Qualifications

• Minimum of 3 years in customer success, account management, or a related client‑facing role.
• Proven track record of managing a portfolio of accounts and driving measurable growth.
• Excellent written and verbal communication skills in English.
• Strong analytical mindset with the ability to interpret data and translate insights into action.
• Experience with CRM platforms such as HubSpot, Salesforce, or similar.
• Demonstrated ability to handle complex, high‑stakes conversations with confidence.
• Self‑motivated, organized, and able to manage multiple priorities in a fast‑paced environment.
• Comfortable working independently in a remote setting while aligning with U.S. business hours.

Preferred Qualifications

• Background in B2B SaaS, technology services, or agency environments.
• Experience with customer health scoring models and churn prediction.
• Knowledge of industry trends and competitive landscape.
• Experience leading or participating in customer advisory boards.
• Fluency in additional languages is a plus.

Core Competencies & Skills

• Relationship Building – Ability to establish rapport quickly and maintain long‑term partnerships.
• Strategic Thinking – Vision for account growth aligned with business objectives.
• Problem Solving – Creative solutions to complex customer challenges.
• Project Management – Track milestones, deliverables, and timelines with precision.
• Data Literacy – Comfortable working with dashboards, reports, and metrics.
• Collaboration – Seamless teamwork across departments and geographies.
• Adaptability – Thrive in a rapidly evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Senior Customer Success & Account Manager, you will:

• Progress to a Director or VP of Customer Success role within 3–5 years.
• Lead cross‑functional initiatives that shape product strategy.
• Participate in leadership development programs and mentorship circles.
• Attend industry conferences, webinars, and training sessions at no cost.
• Contribute to internal knowledge bases, case studies, and best‑practice guides.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared mission to deliver outstanding customer experiences. You’ll enjoy:

• Flexible work hours that align with U.S. business time zones.
• Regular virtual team huddles, town halls, and social events.
• A collaborative platform that encourages idea sharing and rapid feedback.
• Access to cutting‑edge tools and resources that empower you to excel.
• A culture that celebrates wins, learns from failures, and values diversity.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards.
• Performance‑based bonuses tied to customer satisfaction, retention, and expansion metrics.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching program to help you plan for the future.
• Unlimited paid time off and flexible vacation policies.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Equity or stock‑option opportunities for senior roles.

How to Apply

Ready to take the next step in your career? Submit your application through our portal and showcase how you can drive customer success at brighthush. We’re excited to learn how your experience aligns with our mission and values.

Interview Process

1. Initial Application Review
2. One‑Way Video Interview via Spark Hire
3. Live Video Interview with a brighthush Recruiter
4. Client‑Facing Interview with Account Leadership
5. Offer & Onboarding

Why brighthush?

At brighthush, you’ll be part of a community that values curiosity, collaboration, and continuous improvement. Your work will directly influence customer satisfaction, retention, and revenue growth, while you grow alongside a team of passionate professionals. Join us and help shape the future of customer success.

Apply Today!

We’re looking for a dedicated, results‑oriented Senior Customer Success & Account Manager to join our remote team. If you’re passionate about building lasting client relationships, driving adoption, and uncovering growth opportunities, we want to hear from you. Apply now and become a key player in delivering unparalleled customer experiences at brighthush.