Senior Customer Success Management Leader – Driving Revenue Retention, Team Coaching, and AI‑Driven Insights at brighthush

About brighthush

brighthush is a trailblazing AI‑powered customer platform that seamlessly unites marketing, sales, and service teams to create unforgettable customer experiences. With a global footprint spanning over 100 countries, brighthush empowers businesses to harness data, automate workflows, and deliver personalized interactions that drive growth and loyalty. Our culture is built on curiosity, collaboration, and a relentless commitment to innovation, making brighthush the ideal place for ambitious professionals who want to shape the future of customer success.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, data‑driven organization that values creativity, autonomy, and continuous learning. We offer:

• Competitive compensation and performance‑based bonuses
• Comprehensive health, dental, and vision plans (including mental‑health support)
• Flexible remote work policy with a focus on work‑life balance
• Unlimited learning budget and access to industry conferences, workshops, and certifications
• Inclusive, diverse, and supportive workplace culture that celebrates every voice
• Regular team retreats, hackathons, and community service initiatives

Position Overview

As the Senior Customer Success Management Leader at brighthush, you will spearhead a dynamic, cross‑functional team of Customer Success Managers (CSMs) across multiple markets. Your strategic vision and data‑centric approach will be pivotal in driving revenue retention, upsell opportunities, and customer advocacy. You will partner closely with Sales, Product, and Marketing to align customer success initiatives with broader business objectives, ensuring that every customer journey is optimized for satisfaction and growth.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and scale a high‑performing CSM team of 10–15 professionals across Latin America, providing coaching, performance reviews, and career development plans.
• Revenue Retention & Growth: Own the end‑to‑end customer lifecycle, driving renewal rates, upsell, and cross‑sell initiatives that contribute to a 15% YoY revenue growth target.
• Data‑Driven Decision Making: Leverage AI and advanced analytics to forecast churn, identify upsell opportunities, and measure the impact of customer success programs on key metrics such as NPS, CSAT, and ARR.
• Process Optimization: Design and refine scalable processes for onboarding, health scoring, escalation management, and knowledge base creation, ensuring consistency and efficiency across markets.
• Stakeholder Collaboration: Act as the bridge between customers, product, and sales teams, translating customer feedback into actionable product enhancements and sales enablement tools.
• Strategic Planning: Develop and execute quarterly and annual plans that align with brighthush’s growth strategy, including territory planning, resource allocation, and budget management.
• Customer Advocacy: Champion customer success stories, case studies, and testimonials that showcase the value of brighthush’s platform and fuel marketing campaigns.
• Compliance & Risk Management: Ensure all customer interactions comply with data privacy regulations (GDPR, LGPD, etc.) and internal security policies.

Essential Qualifications

• Minimum 3+ years of management experience leading CSM teams in multi‑market or global environments.
• Proven track record of driving revenue retention, upsell, and renewal metrics in a SaaS or technology company.
• Strong analytical mindset with experience using AI/ML tools, CRM platforms (e.g., Salesforce, HubSpot), and customer success software (e.g., Gainsight, Totango).
• Excellent communication and presentation skills in both Spanish and English; additional languages are a plus.
• Demonstrated ability to coach, mentor, and develop high‑performing teams, fostering a culture of continuous improvement.
• Strategic thinker with the ability to translate data insights into actionable business strategies.
• Experience working in a fast‑paced, high‑growth startup or scale‑up environment.

Preferred Qualifications

• Background in AI or data science, with hands‑on experience building predictive models for churn or upsell.
• Experience managing teams across multiple time zones and cultural contexts.
• Knowledge of Latin American market dynamics and regulatory landscape.
• Certifications in Customer Success Management (CSM), Certified Customer Success Manager (CCSM), or similar.
• Previous experience in a leadership role within a customer‑centric technology company.

Skills & Competencies

• Strategic Leadership & Vision
• Data Analysis & AI Integration
• Revenue Management & Forecasting
• Team Coaching & Talent Development
• Cross‑Functional Collaboration
• Customer Advocacy & Storytelling
• Process Design & Continuous Improvement
• Regulatory Compliance & Risk Mitigation
• Excellent Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be as dynamic as our platform. As a Senior Customer Success Management Leader, you will:

• Progress to Director of Customer Success or VP of Customer Experience within 2–3 years, depending on performance and business needs.
• Lead cross‑departmental initiatives that influence product roadmap, go‑to‑market strategy, and global expansion plans.
• Participate in executive leadership meetings, shaping the strategic direction of brighthush.
• Access to mentorship from senior leaders, industry experts, and external coaches.
• Opportunity to spearhead global projects, including launching new markets, implementing AI‑driven customer success tools, and building scalable success frameworks.

Work Environment & Culture

brighthush thrives on a culture of transparency, empowerment, and continuous learning. Our remote-first model means you can work from anywhere in Colombia, with flexible hours that respect personal commitments. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our team enjoys:

• Weekly “Innovation Fridays” where team members pitch new ideas and experiment with emerging technologies.
• Monthly town‑hall meetings with the CEO and product leads to discuss company vision and progress.
• Quarterly hackathons that bring together engineering, product, and customer success to solve real‑world challenges.
• Annual global retreats that combine team bonding, skill‑building workshops, and community service projects.

Compensation & Benefits

While the base salary range for this role is COP 322,376,000 – 515,801,600 per year, we also offer:

• Performance‑based bonuses tied to team and company metrics.
• Equity options that align your success with the long‑term growth of brighthush.
• Health, dental, and vision insurance plans with comprehensive coverage.
• Flexible paid time off, parental leave, and mental‑health support.
• Unlimited learning stipend for courses, certifications, and conferences.
• Annual wellness stipend for gym memberships, meditation apps, or other health initiatives.

How to Apply

If you are a visionary leader who thrives on data, loves coaching teams, and is passionate about delivering world‑class customer experiences, we want to hear from you. Join brighthush and help shape the future of customer success across the globe.

Ready to take the next step? Apply now and become a key driver of growth and innovation at brighthush.