Senior Customer Success Manager – 100% Remote, North America – Driving Adoption, Retention, and Growth for a Leading AI‑Powered SaaS Platform

About brighthush

brighthush is a trailblazing AI‑driven SaaS company that empowers businesses to unlock the full potential of their digital operations. With a mission to deliver intelligent, data‑rich solutions that streamline workflows, boost customer satisfaction, and drive measurable growth, brighthush has quickly become a trusted partner for mid‑market enterprises across the United States. Our culture is built on curiosity, collaboration, and a relentless focus on delivering value to our customers. We believe that every team member’s voice matters, and we foster an environment where innovation thrives and career growth is a shared priority.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, customer‑centric organization that is redefining the SaaS landscape. We offer:

• Full‑time, 100% remote work with a flexible schedule that respects your work‑life balance.
• Competitive compensation packages that reward performance and impact.
• Generous paid time off, health and wellness benefits, and a culture that celebrates learning and development.
• Opportunities to work with cutting‑edge AI technologies and influence product strategy.
• A collaborative, inclusive environment where your ideas shape the future of the business.

Role Overview

We are seeking an experienced Customer Success Manager to lead the success of 100 mid‑market accounts across North America. In this role, you will be the primary advocate for our customers, ensuring they derive maximum value from our platform, achieve their business objectives, and remain loyal partners. Your strategic vision, data‑driven mindset, and passion for customer advocacy will directly influence our Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) metrics.

Key Responsibilities

• Account Leadership & Growth: Own a portfolio of 100 mid‑market accounts, driving adoption, expansion, and renewal. Develop account plans that align with customer goals and brighthush’s product roadmap.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating feedback into actionable insights for product, marketing, and sales teams.
• Retention & Upsell: Proactively identify churn risks, implement retention strategies, and uncover upsell opportunities that increase ARR.
• Product Adoption & Enablement: Champion best practices, conduct training sessions, and create adoption playbooks that accelerate customer success.
• Escalation Management: Own the resolution of high‑impact escalations, coordinating cross‑functional teams to deliver swift, satisfactory outcomes.
• Data‑Driven Insights: Leverage analytics to monitor health scores, usage patterns, and customer sentiment; present findings to senior leadership.
• Collaboration & Alignment: Partner with Sales, Product, and Marketing to ensure a seamless handoff and continuous value delivery throughout the customer lifecycle.
• Process & Tool Optimization: Continuously refine CS processes, adopt new tools, and streamline workflows to improve efficiency and scalability.

Essential Qualifications

• 3–5 years of proven customer success experience in a SaaS environment, managing mid‑market accounts.
• Track record of driving NRR and GRR growth, with quantifiable results.
• Native‑level proficiency in English, both written and spoken.
• Strong analytical mindset with the ability to interpret data and translate insights into action.
• Excellent communication and presentation skills, capable of influencing stakeholders at all levels.
• Experience with customer success platforms (e.g., Gainsight, Totango, or similar) and CRM systems (e.g., Salesforce).
• Comfortable working across multiple time zones (US EST or CST) and managing a geographically dispersed portfolio.

Preferred Qualifications

• Background in AI or data‑driven product environments.
• Experience in the hospitality or property‑management industry.
• Knowledge of subscription billing and revenue recognition practices.
• Proficiency in additional languages (Spanish, French, etc.) is a plus.

Core Competencies & Skills

• Strategic Thinking: Ability to see the big picture and align customer goals with business objectives.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and building long‑term relationships.
• Problem‑Solving: Strong troubleshooting skills and a proactive approach to resolving challenges.
• Collaboration: Comfortable working cross‑functionally and fostering a culture of shared success.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change.
• Leadership: Demonstrates influence and mentorship, guiding junior team members and driving collective performance.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success Manager, you will have the chance to:

• Progress to a Senior Customer Success Manager or Director of Customer Success role.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in leadership training programs, mentorship circles, and industry conferences.
• Access to continuous learning resources, including AI and SaaS certifications, data analytics workshops, and soft‑skill development.

Work Environment & Culture

brighthush champions a culture of transparency, empowerment, and continuous improvement. Our remote-first approach means you’ll collaborate with talented professionals from across the United States, leveraging modern communication tools and agile practices. We celebrate diversity, encourage experimentation, and reward bold ideas that drive customer success.

Compensation & Benefits

While specific figures are tailored to experience and performance, brighthush offers:

• Competitive base salary aligned with industry standards for mid‑market CS roles.
• Performance‑based bonuses tied to NRR, GRR, and customer satisfaction metrics.
• Health, dental, and vision insurance plans.
• 401(k) with company match.
• Unlimited paid time off and flexible work arrangements.
• Wellness stipend, mental health resources, and virtual fitness classes.
• Professional development budget and access to learning platforms.

How to Apply

Ready to elevate customer success to the next level? Join brighthush and help shape the future of AI‑powered SaaS solutions. Submit your application through the link below and let’s explore how your expertise can drive growth and delight for our customers.

Apply to this role now

Closing Statement

At brighthush, we’re not just building a platform; we’re building a community of innovators who are passionate about delivering transformative customer experiences. If you thrive in a dynamic, data‑driven environment and are eager to make a measurable impact on customer success, we want to hear from you. Join us, and together we’ll redefine what it means to be customer‑centric in the age of AI.