Senior Customer Success & Community Engagement Lead – Strategic Champion of Church Technology Adoption, Growth, and Impact at brighthush

About brighthush

brighthush is more than a cloud‑based platform; it’s a movement that empowers faith communities to thrive in a digital age. By weaving intuitive technology into the fabric of pastoral care, we help churches manage people, events, and giving through a single, scalable solution. Trusted by thousands of ministries across the United States, brighthush is redefining how congregations connect, grow, and serve. Our mission is simple yet profound: to make technology a seamless extension of ministry, so pastors can focus on people while we handle the logistics.

Why This Opportunity Matters

In an era where churches increasingly rely on digital tools, the customer experience is the linchpin that turns a great product into a transformative ministry tool. As the first dedicated Senior Customer Success Manager at brighthush, you will shape the way we onboard, support, and partner with churches at scale. Your work will directly influence how pastors and congregations experience our platform, ensuring that technology becomes a pastoral ally rather than a hurdle.

Key Responsibilities

End‑to‑End Onboarding Leadership

• Own the full onboarding journey – From initial access and technical setup to training and delivery, you will guide new church clients through every step.
• Build and refine onboarding templates, automate repetitive tasks, and keep projects moving from kickoff to successful adoption.
• Collaborate with the product and engineering teams to ensure that onboarding workflows are aligned with platform capabilities.
• Measure onboarding success through adoption metrics, feedback loops, and continuous improvement cycles.

Strategic Partnership with Leadership

• Work closely with the Head of Customer Experience and other senior leaders to align customer goals with product roadmaps.
• Participate in sales calls, kickoff meetings, data strategy sessions, and training engagements to provide a unified voice for the customer.
• Advocate for customer needs in executive discussions, ensuring that the voice of the church is heard at every level.
• Translate high‑level strategy into actionable initiatives that drive measurable impact.

Independent Customer Engagement

• Conduct monthly check‑ins, relationship management meetings, and strategy sessions with an assigned portfolio of churches.
• Translate customer needs into actionable insights for the product and engineering teams.
• Serve as the primary point of contact for all customer success matters, building trust and credibility with pastors and leadership.
• Proactively identify upsell and cross‑sell opportunities that align with ministry goals.

Technical Liaison

• Act as the bridge between customers and the engineering squad, gathering requirements, communicating progress, and ensuring timely delivery.
• Minimize the need for engineers to attend customer calls by providing clear, concise documentation and status updates.
• Stay current on platform updates and new features, and communicate these to customers in a way that aligns with their ministry goals.
• Facilitate beta testing and pilot programs to gather early feedback and refine product releases.

Process Documentation & Playbooks

• Create and maintain onboarding playbooks, support workflows, training best practices, and ministry‑specific strategies.
• Document processes in a way that is easy to scale, ensuring consistency across the growing customer base.
• Continuously iterate on playbooks based on feedback and data, fostering a culture of continuous improvement.
• Train new hires and cross‑functional teams on established processes to maintain quality and efficiency.

Automation & Operational Backbone

• Identify opportunities for automation, delegation, and AI integration to streamline workflows.
• Build systems that preserve the human, pastoral touch while freeing up time for high‑impact activities.
• Collaborate with the product team to embed automation into the platform, enhancing the overall customer experience.
• Monitor automation performance and iterate to maximize ROI and customer satisfaction.

Travel & In‑Person Engagement

• Travel periodically for on‑site training, workshops, and leadership gatherings.
• Represent brighthush at conferences and community events to strengthen relationships and gather feedback.
• Build a network of church leaders, volunteers, and partners to support the broader brighthush community.
• Document insights from in‑person interactions and feed them back into product and strategy discussions.

Essential Qualifications

• Deep experience in a church or ministry setting—staff role or sustained volunteer involvement—providing insight into pastoral workflows and change management.
• Proven track record in a customer‑facing role at a SaaS or technology company, managing implementations and ongoing relationships with organizational customers.
• Strong written and verbal communication skills; comfortable leading meetings, producing clear documentation, and presenting to executive pastors.
• Ability to juggle multiple work streams independently, prioritize tasks, and deliver results without constant supervision.
• Familiarity with church management systems such as brighthush, brighthush, brighthush, or brighthush is a strong plus.
• Willingness to travel for customer trainings and team gatherings.

Preferred Attributes

• Servant‑hearted mindset: proactively supports teammates and customers, embracing a “no task is too small” attitude.
• Curiosity and a passion for learning: constantly seeks to understand why and how things work, especially within ministry contexts.
• Strategic, process‑oriented thinker: excels at building systems, translating strategy into actionable steps, and maintaining order in a fast‑moving environment.
• Problem‑solving drive: tackles complex challenges, works collaboratively to find the best solutions, and follows through to completion.
• Adaptable and scrappy: thrives in an early‑stage setting where playbooks are written in real time and the ability to shape the future is valued.
• Credibility with senior leaders: confidently leads discussions with executive pastors and church leadership while remaining humble and approachable.
• Technical aptitude: comfortable discussing CHMS integrations (brighthush, brighthush, brighthush, brighthush) and evolving strategy alongside customers.

Skills & Competencies

• Customer Success & Account Management
• Project Management & Process Design
• Strategic Planning & Data Analysis
• Technical Integration & Troubleshooting
• Communication & Presentation
• Relationship Building & Stakeholder Management
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, your impact will be visible from day one. You will:

• Collaborate directly with founders and senior leaders, gaining exposure to product strategy, market positioning, and organizational growth.
• Shape the customer success function from the ground up, building processes that will serve the next wave of hires and customers.
• Develop expertise in church technology, pastoral care, and community building—skills that are highly transferable across the nonprofit and tech sectors.
• Participate in continuous learning programs, including leadership workshops, industry conferences, and cross‑functional training.
• Advance into senior customer success or product roles as brighthush expands its portfolio and market reach.

Work Environment & Culture

brighthush is recognized as a top workplace in multiple cities and is celebrated for its inclusive, supportive culture. We value diversity, equity, and belonging, and we actively foster an environment where every team member can thrive. Our remote‑first approach allows you to work from any of the approved states (AR, AZ, CA, CO, FL, GA, IA, IL, IN, MD, MI, MN, MO, NC, OH, OK, PA, SC, TN, TX, WA, VA) while staying connected through collaborative tools and regular virtual check‑ins.

We celebrate wins together, encourage open dialogue, and prioritize mental and physical well‑being. Whether you’re a seasoned professional or a recent graduate, you’ll find a community that values your unique perspective and supports your growth.

Compensation & Benefits

• Competitive Salary – $67,500 to $76,000, adjusted for location and experience.
• Health & Wellness – 100% employer‑paid premiums for Medical HDHP, Dental, and Vision plans; 70% employer‑paid premiums for Medical PPO, plus coverage for dependents.
• Retirement – 401(k) match to help you plan for the future.
• Paid Time Off – 15 days PTO to start, increasing with tenure; 12 paid company holidays; 2 paid volunteer days; paid parental and adoption leave.
• Remote Flexibility – Work from home with a stipend for home office setup.
• Professional Development – Access to courses, certifications, and conference sponsorships.
• Community & Impact – Opportunities to volunteer with partner churches and community initiatives.

Success Milestones

• First 30 Days – Shadow customer engagements, take ownership of onboarding administration, and document observations.
• First 90 Days – Lead onboarding end‑to‑end for new churches, become the primary contact for an initial portfolio, and start recording customer calls for continuous improvement.
• First 6 Months – Manage ongoing relationships for ~50 churches, codify onboarding, support, and training playbooks, and set the stage for future hires.
• First Year – Drive measurable improvements in adoption rates, customer satisfaction scores, and retention metrics; contribute to product roadmap decisions.

How to Apply

If you are passionate about blending technology with pastoral care, thrive in a fast‑moving environment, and want to make a tangible difference in churches across the country, we encourage you to apply. Join brighthush and help us build the next generation of community‑building tools.

Ready to take the next step? Submit your application through our careers portal and let’s start a conversation about how you can shape the future of church technology with brighthush.