Senior Customer Success Lead – Remote, Flexible Hours, Equity, and Strategic Growth at brighthush

About brighthush

brighthush is a forward‑thinking SaaS platform that transforms raw product usage data into actionable insights. Our mission is to democratize product analytics, enabling product teams—from nimble startups to Fortune 500 enterprises—to make data‑driven decisions that accelerate growth, reduce churn, and build products people love. With a robust, cloud‑native architecture and a user‑friendly interface, brighthush empowers teams to uncover hidden patterns, forecast trends, and iterate faster than ever before.

At the heart of our success is a belief that customer experience is a partnership. The Customer Success team is the pulse of brighthush, turning data into delight and ensuring that every client not only adopts our solution but thrives with it. If you are passionate about building lasting relationships, driving measurable impact, and shaping the future of product analytics, brighthush offers the perfect stage for your expertise.

Why This Role Matters

As a Senior Customer Success Lead, you will be the trusted advisor for a portfolio of high‑value customers. Your strategic guidance will influence product adoption, renewal rates, and overall customer health. You’ll collaborate closely with Sales, Product, and Support to create a seamless experience that turns first‑time users into long‑term champions. Your work will directly impact the company’s ARR growth, brand reputation, and the satisfaction of thousands of product teams worldwide.

Key Responsibilities

• Customer Portfolio Management: Own a book of enterprise and mid‑market accounts, ensuring each customer achieves their desired outcomes and realizes ROI from brighthush’s platform. Develop account plans that align with business objectives and track progress against KPIs.
• Onboarding & Adoption: Design and execute tailored onboarding roadmaps, from initial discovery calls to deep‑dive workshops, ensuring rapid time‑to‑value. Facilitate training sessions, create adoption playbooks, and provide ongoing support to maximize platform utilization.
• Health & Retention: Monitor health scores, usage patterns, and engagement metrics; proactively identify at‑risk accounts and develop mitigation plans. Use data to surface trends, recommend actions, and drive proactive outreach.
• Executive Engagement: Conduct quarterly business reviews (QBRs) with C‑suite stakeholders, presenting data‑driven insights, growth opportunities, and strategic roadmaps. Translate technical findings into business value and build trust with senior leaders.
• Cross‑Functional Collaboration: Partner with Product to surface customer feedback, influence roadmap priorities, and advocate for feature enhancements. Work with Sales to identify upsell and expansion opportunities and with Support to resolve escalated issues.
• Renewal & Expansion: Drive renewal negotiations, upsell opportunities, and expansion deals, contributing directly to ARR growth. Build renewal playbooks, forecast renewal revenue, and ensure a smooth transition to the account team.
• Process & Tooling: Continuously refine CS processes, playbooks, and automation workflows to increase efficiency and scalability. Champion the adoption of CS tools (e.g., Gainsight, Totango) and maintain data integrity across systems.
• Mentorship & Leadership: Coach junior CS team members, share best practices, and foster a culture of continuous learning. Lead by example, demonstrating a growth mindset and a commitment to excellence.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related role within a SaaS or tech company.
• Proven track record of managing enterprise or high‑value accounts, with measurable success in renewal, upsell, or expansion metrics.
• Strong analytical mindset: comfortable interpreting usage data, health scores, and ROI metrics to inform strategy.
• Exceptional communication skills—both written and verbal—across all levels, including C‑suite executives.
• Experience collaborating with cross‑functional teams (Sales, Product, Support) to drive customer outcomes.
• Self‑motivated, results‑oriented, and able to thrive in a fast‑paced, remote environment.
• Proficiency with CRM (e.g., Salesforce, HubSpot) and CS tools (e.g., Gainsight, Totango) is a plus.

Preferred Qualifications

• Background in product analytics, data science, or a related technical domain.
• Experience working with large, complex organizations and navigating enterprise sales cycles.
• Knowledge of SaaS metrics such as NPS, CSAT, LTV, and churn.
• Previous experience leading or mentoring a Customer Success team.
• Familiarity with remote collaboration tools (Slack, Zoom, Miro, Notion).

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate data into actionable strategies.
• Relationship Building: Proven skill in building trust and rapport with diverse stakeholders.
• Problem Solving: Strong analytical and troubleshooting abilities to resolve complex customer issues.
• Project Management: Excellent organizational skills to manage multiple accounts and initiatives simultaneously.
• Adaptability: Comfortable navigating ambiguity and shifting priorities in a dynamic environment.
• Data‑Driven Decision Making: Comfortable using data to inform recommendations and measure success.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Senior Customer Success Lead, you will:

• Progress to a Director of Customer Success role, overseeing a global CS organization.
• Participate in leadership training programs, including executive communication, strategic account management, and data analytics.
• Engage in cross‑functional projects that influence product strategy, marketing, and sales initiatives.
• Attend industry conferences, webinars, and workshops to stay ahead of the latest trends in SaaS and product analytics.
• Receive a dedicated learning budget for certifications, courses, and conferences.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Key cultural pillars include:

• Remote‑First Flexibility: Work from anywhere with a flexible schedule that respects work‑life balance.
• Inclusive & Diverse: A welcoming environment where diverse perspectives are celebrated and valued.
• Growth Mindset: Encouragement to experiment, learn from failures, and iterate quickly.
• Community & Fun: Regular virtual team events, hackathons, and social gatherings to build camaraderie.
• Transparent Leadership: Open communication from the executive team, regular all‑hands meetings, and a clear roadmap for the company’s future.

Compensation, Equity & Perks

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

• Base salary commensurate with market rates for senior CS leaders.
• Performance‑based bonuses tied to renewal, upsell, and customer satisfaction metrics.
• Significant equity stake, allowing you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and access to industry events.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual stipend for home‑office equipment and a monthly allowance for remote work expenses.

How to Apply

If you’re ready to lead high‑impact customer relationships, drive measurable growth, and shape the future of product analytics, we’d love to hear from you. Submit your application through our careers portal or reach out directly to our recruiting team at [email protected].

Join brighthush Today

At brighthush, we’re not just building a product; we’re building a community of innovators who transform data into action. As a Senior Customer Success Lead, you’ll play a pivotal role in ensuring our customers achieve lasting success and that our company continues to grow. If you’re passionate about customer advocacy, data‑driven strategy, and collaborative teamwork, this is the perfect opportunity to make a real impact.

Apply now and help us illuminate the path to product excellence for businesses around the globe.