Senior Customer Success Management Leader – Driving Retention, Growth, and Team Excellence in B2B SaaS

About brighthush

brighthush is a trailblazing B2B SaaS company that empowers enterprises worldwide with a next‑generation intelligent network operations platform. Our mission is to simplify complex network environments, enhance security, and deliver unparalleled visibility and control to our customers. With a culture rooted in innovation, collaboration, and customer obsession, brighthush is rapidly scaling and looking for visionary leaders who can help us shape the future of network management.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven organization that values bold ideas and data‑driven decision making. We invest heavily in our people, offering continuous learning opportunities, mentorship programs, and a flexible, remote‑first work environment that supports work‑life balance. If you thrive in a fast‑paced, customer‑centric culture and want to make a tangible impact on the success of Fortune 500 companies, brighthush is the place for you.

Key Responsibilities

As the Manager of Customer Success Management, you will lead a dynamic team of Customer Success Managers (CSMs) and be the strategic partner to our enterprise customers. Your role will encompass:

• Team Leadership & Development – Build, coach, and inspire a high‑performing CSM team that consistently exceeds service level agreements and drives customer satisfaction.
• Portfolio Management – Own a portfolio of key accounts, ensuring proactive engagement, renewal success, and expansion opportunities.
• Retention & Growth Strategy – Design and execute retention programs, upsell/cross‑sell initiatives, and renewal plans that align with the company’s revenue goals.
• Process & Tool Optimization – Implement scalable coverage models, refine workflows, and leverage CRM and analytics tools to improve efficiency and visibility.
• Stakeholder Collaboration – Partner with Sales, Product, Marketing, and Support to create a seamless customer journey and advocate for customer needs internally.
• Data‑Driven Insights – Analyze customer health metrics, churn risk, and usage patterns to inform proactive actions and strategic decisions.
• Reporting & Forecasting – Provide accurate forecasts, performance dashboards, and executive summaries to senior leadership.

Essential Qualifications

• Minimum 5 years of B2B SaaS experience, with at least 3 years in Customer Success or Account Management.
• 2+ years of proven experience managing CSM teams, preferably in a pooled or scaled coverage model.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Demonstrated success in driving retention, renewal, and expansion metrics.
• Excellent communication, coaching, and interpersonal skills.
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience in the network security or IT infrastructure space.
• Background in building and scaling customer success operations from the ground up.
• Certified Customer Success Manager (CSM) or similar credential.
• Experience with remote team management and distributed work cultures.
• Knowledge of data privacy regulations (GDPR, CCPA) and their impact on customer success.

Key Skills & Competencies

• Strategic Thinking – Ability to align customer success initiatives with business objectives.
• Leadership – Proven track record of coaching, motivating, and developing high‑performing teams.
• Customer‑Obsessed – Deep empathy for customer pain points and a passion for delivering value.
• Analytical Acumen – Strong quantitative skills to assess health scores, churn risk, and ROI.
• Collaboration – Comfortable working cross‑functionally with Sales, Product, and Engineering.
• Change Management – Skilled at driving adoption of new processes and tools.
• Project Management – Ability to juggle multiple initiatives and deliver on deadlines.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both challenging and rewarding. As a senior leader, you will:

• Progress to Director or VP of Customer Success within 2–3 years, depending on performance and business needs.
• Lead cross‑functional initiatives that shape product roadmap and go‑to‑market strategy.
• Participate in executive leadership meetings and influence company‑wide decisions.
• Access to a robust learning ecosystem, including leadership training, industry conferences, and internal knowledge sharing.
• Mentorship from seasoned executives who have built successful SaaS organizations.

Work Environment & Culture

brighthush embraces a remote‑first philosophy, allowing you to work from anywhere in Canada while staying connected through weekly virtual huddles, quarterly all‑hands meetings, and a vibrant internal Slack community. We celebrate diversity, encourage open dialogue, and foster an environment where every voice matters. Our culture is built on:

• Transparency – Open communication channels and data‑driven decision making.
• Innovation – Continuous experimentation and a willingness to challenge the status quo.
• Collaboration – Cross‑departmental teamwork and shared accountability.
• Well‑being – Flexible schedules, mental health resources, and a generous paid time off policy.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base Salary – USD 125,000 – 155,000 per year, commensurate with experience.
• Performance Bonus – Up to 20% of base salary based on individual and team metrics.
• Equity – Eligible for company stock options as part of the long‑term incentive plan.
• 401(k) Matching – 4% company match to help you build a secure future.
• Health & Wellness – Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Paid Time Off – Generous vacation, sick leave, and personal days, plus a flexible holiday schedule.
• Parental Leave – Generous paid maternity, paternity, and adoption leave.
• Professional Development – Annual budget for courses, certifications, and conferences.
• Remote Work Perks – Home office stipend, high‑speed internet reimbursement, and ergonomic support.

How to Apply

If you are a seasoned customer success leader ready to take the next step in your career and help shape the future of enterprise network management, we want to hear from you. Submit your resume and a brief cover letter outlining your experience in driving retention and leading high‑performing teams.