Senior Customer Success Manager – AI‑Enabled B2B SaaS Solutions, Retention & Upsell Champion, Remote (Poland)

About brighthush

brighthush is a trailblazing AI‑native B2B SaaS company that empowers businesses to scale with intelligence and empathy. By blending cutting‑edge machine learning with human‑centric support, we deliver a customer service platform that not only answers questions but anticipates needs, drives growth, and transforms customer relationships into lasting partnerships. Our mission is simple: help companies thrive by turning every interaction into an opportunity for insight, delight, and revenue.

Founded by a team of seasoned technologists and customer‑success veterans, brighthush has rapidly grown from a niche startup to a global player with clients across finance, e‑commerce, SaaS, and enterprise IT. We pride ourselves on a culture of continuous learning, data‑driven decision making, and a relentless focus on customer outcomes. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic environment where your ideas can shape the future of customer success.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the strategic partner for our most valuable accounts. You’ll own the entire customer journey—from onboarding and adoption to renewal and expansion—ensuring that each client realizes maximum value from our AI‑powered platform. Your commercial mindset, technical curiosity, and data‑savvy approach will drive retention, upsell, and advocacy, positioning brighthush as the go‑to partner for our customers’ growth.

Key Responsibilities

• Account Ownership: Serve as the primary point of contact for a portfolio of mid‑to‑large enterprise accounts, managing all aspects of the customer lifecycle.
• Retention & Expansion: Develop and execute proactive retention strategies, identify upsell opportunities, and close expansion deals that align with customer goals and our revenue targets.
• Customer Advocacy: Champion the voice of the customer within brighthush, translating insights into product enhancements, support improvements, and strategic roadmap contributions.
• Quarterly Business Reviews (QBRs): Lead data‑rich QBRs that showcase value, surface challenges, and outline next‑step plans, ensuring alignment between customer objectives and our solutions.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Support teams to deliver seamless experiences and drive customer success initiatives.
• Metrics & Reporting: Own key performance indicators (KPIs) such as Net Promoter Score (NPS), churn rate, expansion revenue, and usage metrics; provide actionable insights to leadership.
• Process Improvement: Continuously refine customer success processes, playbooks, and automation workflows using tools like Totango, Gainsight, or ChurnZero.
• Mentorship & Leadership: Mentor junior CSMs, share best practices, and contribute to the development of the customer success community at brighthush.

Essential Qualifications

• Minimum 2 years of proven experience as a Customer Success Manager in a B2B SaaS environment.
• Demonstrated end‑to‑end account ownership, including onboarding, adoption, renewal, and expansion.
• Strong commercial acumen with a track record of closing upsells and driving revenue growth.
• Technical curiosity and ability to quickly understand and explain complex SaaS products and integrations.
• Fluent in English (C1 level or higher) with excellent written and verbal communication skills.
• Hands‑on experience with customer‑success platforms such as Totango, Gainsight, or ChurnZero.
• Deep understanding of customer success KPIs, metrics, and data‑driven decision making.
• Proficiency in running and presenting Quarterly Business Reviews (QBRs) to executive stakeholders.
• Experience working in a remote, distributed team environment.

Preferred Qualifications

• Experience in the AI, machine‑learning, or data‑analytics space.
• Background in a high‑growth SaaS company with a focus on customer‑centric growth.
• Knowledge of CRM systems (e.g., Salesforce) and data visualization tools (e.g., Tableau, Power BI).
• Previous involvement in product feedback loops or beta program management.
• Multilingual capabilities beyond English (e.g., Polish, German, French).

Skills & Competencies

• Strategic Thinking: Ability to align customer goals with business objectives and craft long‑term success plans.
• Analytical Mindset: Proficiency in interpreting usage data, identifying trends, and translating insights into action.
• Relationship Building: Talent for building trust with C‑level executives and fostering collaborative partnerships.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Problem‑Solving: Creative approach to troubleshooting, resolving escalations, and turning challenges into opportunities.
• Project Management: Strong organizational skills, ability to juggle multiple priorities, and deliver on deadlines.
• Adaptability: Comfortable in a fast‑paced, evolving environment and quick to adopt new tools and processes.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Senior Customer Success Manager, you will:

• Progress to a Customer Success Leadership role, overseeing a team of CSMs and shaping the global strategy.
• Participate in cross‑functional leadership meetings, influencing product roadmap and go‑to‑market strategy.
• Access to continuous learning programs, including AI & machine‑learning workshops, sales enablement courses, and leadership development tracks.
• Earn certifications in customer‑success platforms (Totango, Gainsight, ChurnZero) and data analytics tools.
• Attend industry conferences, webinars, and networking events to stay ahead of market trends.

Work Environment & Company Culture

brighthush thrives on a culture that values curiosity, collaboration, and impact. Our remote‑first model empowers you to work from anywhere in Poland while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Monthly hackathons and innovation challenges.
• Open‑door policy with leadership, encouraging transparent communication.
• Inclusive hiring practices and a commitment to diversity and belonging.
• Regular social events (virtual coffee breaks, game nights, and wellness sessions).

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and contributions:

• Base Salary: €27,600 – €37,200 per year, commensurate with experience.
• Performance Bonus: Quarterly bonuses tied to retention, expansion, and customer satisfaction metrics.
• Health & Wellness: Comprehensive health insurance, mental health support, and a wellness stipend.
• Paid Time Off: Generous vacation policy, public holidays, and additional days for personal development.
• Professional Development: Tuition reimbursement for relevant courses, certifications, and conferences.
• Technology Stipend: Allowance for home‑office equipment and high‑speed internet.
• Equity & Stock Options: Opportunity to participate in our employee equity program.
• Flexible Work Hours: Autonomy to manage your schedule while meeting client needs.

How to Apply

If you’re ready to elevate customer success to a new level, drive revenue growth, and shape the future of AI‑powered customer engagement, we want to hear from you. Submit your application through our careers portal and join the brighthush team where your expertise will make a tangible impact.