Senior Customer Success Administrator & Renewal & RFP Strategy Lead – Spearheading SaaS Operations Excellence, Revenue Growth, and Customer Advocacy at brighthush

About brighthush: A New Era of Customer Success

brighthush is not just a SaaS platform; it’s a movement that redefines how businesses nurture, retain, and grow their customer relationships. By fusing artificial intelligence, predictive analytics, and intelligent workflow automation, we empower organizations to deliver seamless, personalized experiences that drive loyalty and unlock new revenue streams. Our mission is simple yet ambitious: to make every customer journey unforgettable, every renewal effortless, and every partnership a catalyst for mutual success.

Why This Role is a Game‑Changer

In the fast‑paced world of SaaS, the margin between a thriving customer base and a churn‑prone one hinges on precision, speed, and insight. As the Senior Customer Success Administrator & Renewal & RFP Strategy Lead, you will be the linchpin that ensures our renewal engine runs like a well‑tuned machine and our RFP responses win the business we need to scale. Your strategic vision will shape the future of our customer experience, directly influencing revenue retention, upsell opportunities, and brand advocacy.

Key Responsibilities

• Renewal Engine Leadership: Own the entire renewal lifecycle for a portfolio of high‑value accounts, guaranteeing 100% accuracy, on‑time execution, and proactive risk mitigation.
• RFP & RFx Mastery: Lead cross‑functional teams (Sales, Product, Legal, Finance) to craft compelling, data‑driven RFP, RFQ, and RFI responses that showcase brighthush’s unique value proposition and win new business.
• Team Coaching & Development: Mentor, train, and empower a squad of Customer Success Administrators, fostering a culture of continuous improvement, accountability, and high performance.
• Process Optimization & Automation: Identify bottlenecks, design scalable solutions, and implement best practices that boost renewal and RFP workflow efficiency by at least 20% annually.
• Data Governance & Insight: Maintain pristine data in Salesforce and HubSpot, build custom dashboards, and deliver actionable insights to senior leadership that inform strategy and drive growth.
• Stakeholder Collaboration: Partner with Sales, Finance, Product, and Legal to align renewal strategies, pricing models, and contractual terms, ensuring a unified approach to customer success.
• Technology Evangelism: Champion the adoption of AI tools (Claude, ChatGPT, Microsoft Copilot, Salesforce Einstein, Agentforce) to automate routine tasks, enhance decision‑making, and elevate the customer experience.
• Customer Advocacy & Upsell Enablement: Serve as a trusted advisor to key accounts, proactively identifying upsell opportunities, mitigating churn risks, and championing customer success at every touchpoint.
• Compliance & Risk Management: Ensure all renewal and RFP activities comply with internal policies, industry regulations, and data privacy standards.
• Continuous Learning & Thought Leadership: Stay ahead of industry trends, emerging technologies, and best practices in customer success and SaaS operations, sharing insights with the broader team.

Essential Qualifications

• 5–8 years of progressive experience in customer success, operations, or administrative roles within SaaS or technology companies.
• 1–2+ years of proven leadership, mentoring, or team‑management experience.
• Advanced proficiency in Salesforce (including Einstein Analytics) and HubSpot; comfortable building custom objects, workflows, and reports.
• Hands‑on experience with AI‑powered tools such as Claude, ChatGPT, Microsoft Copilot, and Agentforce.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Exceptional written and verbal communication skills, capable of crafting persuasive RFP responses and clear internal documentation.
• Demonstrated problem‑solving abilities, with a track record of streamlining complex processes.
• Experience managing renewal pipelines, forecasting revenue, and achieving high renewal rates.
• Familiarity with contract negotiation, pricing strategies, and revenue‑recognition principles.
• Proficiency in Microsoft Office Suite, especially Excel and PowerPoint.

Preferred Qualifications

• Experience with AI‑driven customer success platforms or advanced CRM customizations.
• Background in data science or analytics, with the ability to build predictive models for churn and upsell.
• Knowledge of SaaS financial metrics such as MRR, ARR, LTV, and CAC.
• Experience working in a remote, distributed team environment.
• Certifications in Salesforce Administration or Customer Success Management.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Leadership & Coaching: Inspiring team members to exceed performance goals.
• Project Management: Managing multiple RFPs and renewal cycles simultaneously.
• Customer‑Centric Mindset: Prioritizing customer success and satisfaction above all.
• Tech Savvy: Quick adopter of new tools and platforms.
• Data‑Driven Decision Making: Using metrics to guide strategy and improvement.
• Collaboration: Working effectively across Sales, Finance, Product, and Legal.
• Adaptability: Thriving in a fast‑changing SaaS landscape.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As the Senior Customer Success Administrator, you will:

• Progress into a Customer Success Manager or Director role, overseeing larger teams and strategic initiatives.
• Take ownership of cross‑departmental projects that shape product roadmaps and customer experience strategies.
• Participate in leadership development programs, including mentorship from senior executives.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Leverage our internal learning platform to earn certifications in Salesforce, AI tools, and customer success frameworks.

Work Environment & Culture

brighthush champions a culture of transparency, innovation, and work‑life balance. Key highlights include:

• Fully remote work model with flexible hours to accommodate global time zones.
• Inclusive, collaborative environment where every voice is heard.
• Regular virtual team‑building events, hackathons, and innovation challenges.
• Commitment to mental health and well‑being, with access to counseling services and wellness programs.
• Annual “Innovation Day” where employees pitch new ideas that could shape the future of customer success.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for senior SaaS roles.
• Performance‑based bonuses tied to renewal rates, customer satisfaction scores, and RFP win rates.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development stipend and reimbursement for certifications.
• Access to cutting‑edge tools and technologies, including AI platforms and advanced CRM solutions.

How to Apply

If you’re ready to lead renewal excellence, drive RFP success, and mentor a high‑performing team at a company that values innovation and customer impact, we want to hear from you. Submit your application through our career portal or click the link below to explore this exciting opportunity.

Apply to this role at brighthush

Join brighthush Today

At brighthush, you’ll be part of a mission‑driven organization that’s reshaping how businesses engage with their customers. Your expertise will directly influence revenue, customer loyalty, and the overall success of our platform. If you’re passionate about SaaS, data, and empowering teams, bring your talent to brighthush and help us build the next generation of customer success excellence.