Senior Customer Success Manager – AI‑Powered Contractor Success Platform at brighthush – Remote, Full‑Time, United States – Champion Adoption, Drive Growth, and Shape the Future of the Gig Economy

About brighthush

brighthush is a trailblazer at the intersection of technology and the gig economy. We empower project‑based contractors—engineers, designers, construction specialists, and creative freelancers—to harness the full potential of AI‑driven workflows. Our platform fuses intelligent automation, real‑time analytics, and intuitive collaboration tools into a single, seamless experience that takes contractors from the first bid to the final invoice. By delivering data‑rich insights and frictionless integrations, we help our users cut overhead, boost profitability, and focus on what they do best: building great things.

Founded on the belief that technology should amplify human talent, brighthush has rapidly grown into a trusted partner for thousands of contractors across the United States. Our mission is simple yet ambitious: to redefine how contractors work, collaborate, and succeed in a world that is increasingly project‑centric.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re shaping the future of the gig economy. We’re a fast‑moving, mission‑driven organization that values curiosity, ownership, and continuous learning. Our remote‑first culture means you can work from anywhere in the United States while collaborating with a diverse, cross‑functional team that thrives on innovation and impact.

At brighthush, you’ll:

• Work alongside visionary leaders who are passionate about empowering independent professionals.
• Contribute to a product that is redefining how contractors manage their entire project lifecycle.
• Enjoy a culture that celebrates experimentation, psychological safety, and data‑driven decision making.
• Benefit from a comprehensive learning ecosystem that includes certifications, workshops, and industry conferences.
• Play a pivotal role in driving adoption and growth for a platform that is changing the way work is done.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted partner for our contractors, ensuring they extract maximum value from our platform. You’ll guide them through onboarding, champion adoption, and translate their real‑world challenges into product enhancements. Your proactive, data‑driven approach will keep churn low, renewals high, and expansion opportunities thriving.

Key Responsibilities

• Onboarding & Implementation Leadership – Own the end‑to‑end customer onboarding journey, from handoff to successful go‑live, ensuring a smooth transition and early adoption.
• Product Adoption Champion – Drive adoption through tailored workflow coaching, regular health checks, quarterly business reviews, and proactive engagement.
• Workflow Configuration Expert – Learn each client’s operational practices and configure the platform to align with real‑world workflows, ensuring relevance and ease of use.
• Account Health Steward – Monitor account health metrics, identify churn risks, and intervene proactively to prevent cancellations.
• Escalation & Issue Resolution – Manage customer escalations, coordinating with product, engineering, and solutions engineering teams to deliver timely, effective solutions.
• Renewal & Expansion Strategist – Own renewal negotiations and de‑escalation strategies, while identifying upsell and cross‑sell opportunities as clients realize measurable value.
• Product Feedback Loop – Translate customer insights into clear, actionable inputs for the product team, influencing roadmap and feature prioritization.
• Process & Playbook Development – Help build scalable operational processes, playbooks, and systems that support the growing customer success function.
• Data‑Driven Insight Generation – Leverage usage dashboards to surface trends, forecast adoption curves, and recommend strategic initiatives to senior leadership.
• Thought Leadership & Advocacy – Represent brighthush at industry events, webinars, and user groups, sharing success stories and best practices.
• Mentorship & Team Development – Coach junior CS team members, share best practices, and foster a culture of continuous improvement.

Essential Qualifications

• Exceptional communication skills with a proven ability to build trust quickly with clients.
• Strong organizational skills and the capacity to manage multiple customer relationships simultaneously.
• Rapid learning ability for complex software systems and a deep understanding of operational business workflows.
• Proactive mindset: identify and address client issues before they become escalations.
• Comfort with ambiguity and a willingness to take full ownership without predefined playbooks.
• Strong problem‑solving capabilities and a hands‑on approach to investigating product issues.
• Collaborative spirit: work effectively with cross‑functional teams, technical staff, and external customers.
• Experience in a high‑growth SaaS environment, preferably within the contractor or gig economy space.
• Data‑driven mindset: comfortable with metrics, dashboards, and deriving insights from usage data.

Preferred Qualifications

• Prior professional experience in customer success, software implementation, account management, or a related customer‑facing role.
• Experience working with AI‑powered or SaaS platforms in the contractor or gig economy space.
• Knowledge of project management tools, ERP systems, or construction management software.
• Certifications in SaaS Customer Success, Product Management, or Data Analytics.
• Experience leading cross‑functional initiatives that influence product strategy.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering tangible value.
• Strategic thinking: translate customer goals into actionable success plans.
• Analytical acumen: interpret usage data to uncover trends and opportunities.
• Technical fluency: comfortable navigating complex software and troubleshooting issues.
• Project management: prioritize tasks, set milestones, and deliver on commitments.
• Adaptability: thrive in a fast‑changing environment and pivot as priorities shift.
• Leadership: influence cross‑functional teams without formal authority.
• Empathy: understand client pain points and advocate for their success.
• Presentation skills: articulate insights and recommendations to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As a Senior Customer Success Manager, you’ll:

• Progress to Senior Customer Success Manager or Customer Success Director roles, leading larger accounts and mentoring junior team members.
• Transition into Product Management or Solutions Engineering, leveraging your deep customer insights.
• Participate in continuous learning programs, including certifications in SaaS customer success, AI fundamentals, and data analytics.
• Attend industry conferences, webinars, and workshops to stay ahead of market trends.
• Contribute to internal knowledge bases, playbooks, and training materials that shape the next generation of customer success professionals.
• Lead cross‑functional initiatives that influence product strategy and go‑to‑market plans.
• Earn recognition through brighthush’s internal awards program for outstanding customer impact.

Work Environment & Culture

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

• Flexible work hours that respect your personal and professional commitments.
• Regular virtual team gatherings, hackathons, and wellness check‑ins.
• A culture of psychological safety where ideas are welcomed and experimentation is encouraged.
• Access to cutting‑edge tools and platforms that streamline your workflow and enhance productivity.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Annual virtual retreats that bring the entire organization together for strategy, learning, and celebration.
• Peer‑to‑peer learning circles and mentorship programs that foster professional growth.

Compensation & Benefits

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

• Base Salary – $90,000–$120,000, commensurate with experience.
• Equity – Opportunity to own a stake in brighthush and share in our growth.
• Health & Wellness – Comprehensive medical, dental, and vision coverage.
• Paid Time Off – Generous vacation, sick leave, and personal days.
• Remote Work – Work from anywhere in the United States with a fully supported home‑office stipend.
• Professional development budget, wellness stipend, and access to a global network of industry experts.
• Performance bonuses tied to customer satisfaction, renewal rates, and expansion metrics.
• Flexible benefits package that can be tailored to your personal and family needs.

Ready to Make an Impact?

If you’re a proactive, customer‑focused professional who thrives on solving complex problems and driving adoption in a fast‑paced SaaS environment, brighthush wants to hear from you. Join us and help contractors worldwide unlock the full potential of their projects through intelligent technology.

Apply Now and become a pivotal part of the brighthush journey!