Senior Customer Success Manager – 12‑Month Remote UK Contract – Champion Adoption, Drive Retention, and Deliver Exceptional Customer Outcomes at brighthush

About brighthush

brighthush isn’t just a SaaS company – it’s a global movement that empowers businesses to transform their customer experience through intelligent, data‑driven solutions. With a presence on every continent and a culture that thrives on innovation, collaboration, and continuous learning, brighthush is redefining what it means to deliver exceptional customer success. Our platform is trusted by Fortune 500 leaders, mid‑market pioneers, and ambitious startups alike, helping them unlock the full value of their software investments and achieve sustainable growth.

Why brighthush?

• Impactful Work: You’ll be the voice of the customer, shaping product adoption strategies that directly influence revenue and customer lifetime value.
• Growth Opportunities: Our career ladder is designed to accelerate your professional development. From mentorship programs to leadership training, we invest in your future.
• Inclusive Culture: Diversity, equity, and inclusion are at the core of everything we do. We celebrate different perspectives and foster an environment where everyone can thrive.
• Flexibility: As a fully remote role, you’ll enjoy the freedom to work from anywhere in the UK while staying connected to a vibrant, collaborative team.
• Competitive Compensation: We offer a market‑aligned salary, performance bonuses, and a comprehensive benefits package that includes health insurance, pension contributions, and generous paid time off.

Role Overview

As a Senior Customer Success Manager on a 12‑month full‑time contract, you will be the linchpin between our customers and the product team. Your mission is to ensure that every client not only adopts but fully realizes the value of our platform, driving satisfaction, retention, and revenue expansion. You will work closely with sales, support, engineering, and product to create a seamless journey from onboarding to expansion.

Key Responsibilities

• Customer Onboarding & Adoption: Design and lead structured onboarding programs, ensuring new users quickly understand and leverage key features.
• Relationship Building: Serve as the primary point of contact for assigned accounts, cultivating trust and long‑term partnerships.
• Issue Resolution & Escalation: Diagnose and resolve complex customer issues, collaborating with support, engineering, and product teams.
• Health Monitoring: Track usage metrics, churn indicators, and satisfaction scores to proactively address potential risks.
• Renewal & Upsell Advocacy: Partner with the sales team to identify expansion opportunities and secure contract renewals.
• Feedback Loop: Capture customer insights and relay them to product and engineering to influence roadmap decisions.
• Reporting & Analytics: Generate regular reports on account health, adoption trends, and success metrics for internal stakeholders.
• Process Improvement: Continuously refine customer success workflows, documentation, and knowledge bases to improve efficiency.

Essential Qualifications

• 2–5 years of proven experience in customer success, account management, or technical support within a SaaS environment.
• Strong communication skills, both written and verbal, with the ability to translate complex technical concepts into clear, actionable insights.
• Proficiency in CRM and customer success platforms such as Salesforce, Gainsight, or HubSpot.
• Demonstrated problem‑solving aptitude, with a track record of turning challenges into opportunities for customer delight.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field (or equivalent professional experience).
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience working in a high‑growth SaaS company with a focus on enterprise or mid‑market segments.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) to interpret customer usage patterns.
• Experience with customer success metrics such as NPS, CSAT, and churn rate.
• Background in project management or process improvement methodologies (e.g., Lean, Six Sigma).
• Certification in Customer Success Management (CSM) or related credentials.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering value and exceeding expectations.
• Strategic Thinking: Ability to align customer goals with business objectives.
• Analytical Acumen: Comfortable working with data to drive decisions.
• Collaboration: Proven ability to work cross‑functionally with sales, product, and support teams.
• Adaptability: Thrives in a fast‑paced, evolving environment.
• Time Management: Manages multiple accounts and priorities with precision.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a continuous journey. As a Customer Success Manager, you will:

• Participate in a structured onboarding program that includes mentorship from senior leaders.
• Access a curated library of courses covering product knowledge, sales techniques, and leadership skills.
• Attend quarterly “Innovation Labs” where you can experiment with new tools and processes.
• Be considered for promotion to Senior Customer Success Manager, Customer Success Director, or even roles in Product Management and Sales Enablement.
• Earn certifications in Salesforce, Gainsight, and other industry‑leading platforms.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Access to a digital “water cooler” for informal chats and knowledge sharing.
• Flexible working hours that respect work‑life balance.
• A vibrant community of professionals from diverse backgrounds, all united by a shared mission.
• Regular team‑building events, both virtual and in‑person, to strengthen bonds and celebrate successes.

Compensation & Benefits

While specific figures are tailored to individual experience and market conditions, you can expect:

• Competitive base salary aligned with UK SaaS market rates.
• Performance‑based bonuses tied to customer satisfaction, renewal rates, and adoption metrics.
• Health and dental insurance coverage for you and your dependents.
• Company‑matched pension contributions.
• Generous paid time off, including public holidays, vacation days, and sick leave.
• Professional development stipend for courses, conferences, and certifications.
• Access to wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are a proactive, customer‑focused professional eager to make a tangible impact in a fast‑growing SaaS company, we want to hear from you. Submit your application through the link below and join brighthush in shaping the future of customer success.

Apply to this position

Closing Statement

At brighthush, we are more than a company; we are a community of innovators dedicated to delivering unparalleled value to our customers. As a Customer Success Manager, you will be at the forefront of this mission, turning challenges into opportunities and building lasting relationships that drive mutual success. If you thrive in a dynamic, collaborative environment and are ready to elevate your career, we invite you to apply today and become a vital part of our journey.