Senior Customer Success Manager – AI‑Powered Platform for Project‑Based Contractors – Championing Growth, Adoption, and Innovation at brighthush (Remote, US)

About brighthush

brighthush is a trailblazer in the AI‑native operating platform arena, redefining how project‑based contractors orchestrate their workflows, scale their businesses, and unlock new revenue streams. By marrying cutting‑edge artificial intelligence with intuitive, cloud‑based tools, we empower independent professionals, boutique agencies, and gig‑economy teams to focus on what they do best—creating value—while we handle the technology, compliance, and operational complexity.

With a rapidly expanding footprint across the United States, brighthush is on a mission to democratize high‑performance project management for the modern contractor. Our platform is built on a foundation of data, automation, and human‑centric design, enabling users to plan, execute, and deliver projects faster, smarter, and with less friction.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we don’t just build software; we build futures. Here’s why top talent chooses to grow with us:

• Impact at Scale: Your work will directly influence the success of thousands of contractors, shaping how they manage projects and deliver outcomes.
• Innovation‑First Culture: Collaborate with product, engineering, and sales teams to turn real‑world challenges into breakthrough features.
• Career Acceleration: Fast‑track your career with mentorship, leadership training, and the chance to move into senior product or strategy roles.
• Remote Flexibility: Work from anywhere in the United States with a fully supported home‑office setup.
• Competitive Total Rewards: Base salary, equity, comprehensive benefits, and generous paid time off.

Key Responsibilities

As a Senior Customer Success Manager, you will be the linchpin between our platform and our contractors. Your day‑to‑day activities will include:

• End‑to‑End Onboarding & Implementation: Own the entire customer journey from handoff to go‑live, ensuring a seamless transition and early adoption. Conduct discovery workshops, configure the platform to mirror each client’s real‑world workflows, and deliver tailored training sessions.
• Product Adoption & Engagement: Drive adoption through workflow coaching, health checks, quarterly business reviews, and proactive outreach. Use data‑driven insights to identify adoption gaps and recommend best practices.
• Operational Insight & Customization: Dive deep into each client’s operational practices, configuring the platform to mirror their real‑world workflows. Build custom integrations, automate repetitive tasks, and create dashboards that provide actionable visibility.
• Account Health Management: Monitor churn signals, intervene before issues become cancellations, and maintain a healthy pipeline. Develop and maintain a customer health scorecard that tracks usage, satisfaction, and value delivery.
• Escalation Leadership: Manage escalations, coordinate with product, engineering, and solutions engineering, and ensure timely resolution. Own the customer experience from first contact to final resolution.
• Renewal & Expansion: Own renewal negotiations, de‑escalation strategies, and identify upsell opportunities based on measurable value. Build a pipeline of expansion opportunities and collaborate with sales to close deals.
• Process & Playbook Development: Build scalable operational processes, playbooks, and systems that support the growing customer success function. Document best practices, create training materials, and automate repetitive tasks.
• Feedback Loop & Product Advocacy: Translate customer insights into actionable product enhancements, partnering closely with cross‑functional teams. Advocate for the customer voice in product roadmaps and feature prioritization.
• Mentorship & Team Leadership: Mentor junior CS team members, provide coaching on best practices, and foster a culture of continuous improvement.

Essential Qualifications

• Proven experience in customer success, account management, or a related customer‑facing role.
• Exceptional communication skills—able to build trust quickly and articulate complex concepts to non‑technical stakeholders.
• Strong organizational prowess with the ability to juggle multiple high‑value accounts simultaneously.
• Rapid learning curve for complex software systems and a deep understanding of operational business workflows.
• Proactive mindset—identifying and addressing client issues before they become escalations.
• Comfort with ambiguity and ownership—capable of driving initiatives without predefined playbooks.
• Analytical problem‑solving skills and a willingness to investigate product issues directly.
• Collaborative spirit—effective cross‑functional teamwork with technical staff and external customers.
• Experience with data‑driven customer health scoring and churn prediction.
• Strong project management skills and the ability to deliver on multiple initiatives with tight deadlines.

Preferred Qualifications

• Prior experience in a SaaS or AI‑native platform environment.
• Track record of driving adoption, renewal, and expansion metrics.
• Knowledge of project‑based contracting industries (freelance, gig, or consulting).
• Experience with customer success platforms such as Gainsight, Totango, or similar.
• Certifications in customer success frameworks (CSM, CSPO, etc.) or related fields.
• Background in data analytics or experience with SQL, Python, or similar tools.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering value and ensuring client success.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Technical Fluency: Comfortable navigating AI‑powered platforms and translating technical features into business benefits.
• Data Literacy: Proficiency in using analytics tools to track adoption, health, and ROI.
• Leadership & Influence: Ability to lead without authority, influencing product and engineering decisions.
• Adaptability: Thrive in a fast‑moving, evolving environment.
• Communication & Storytelling: Translate complex data into compelling narratives for stakeholders.
• Problem‑Solving & Critical Thinking: Diagnose issues, propose solutions, and drive implementation.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous development. As a Senior Customer Success Manager, you’ll:

• Participate in quarterly leadership workshops and mentorship programs.
• Lead cross‑functional projects that shape product strategy and roadmap.
• Earn certifications in customer success frameworks (CSM, CSPO, etc.).
• Transition into senior roles such as Director of Customer Success, Head of Product, or VP of Customer Experience.
• Attend industry conferences, webinars, and hackathons to stay ahead of market trends.
• Receive a dedicated learning budget for courses, certifications, and conferences.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote team enjoys:

• Weekly virtual town halls with the executive team.
• Monthly hackathons and innovation challenges.
• Flexible work hours to accommodate different time zones.
• Access to cutting‑edge tools and a generous budget for home‑office upgrades.
• Regular team socials, virtual coffee breaks, and wellness programs.
• Inclusive and diverse environment that values every voice.
• Clear career paths and open communication channels.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent:

• Base Salary: $90,000–$120,000, commensurate with experience.
• Equity: Opportunity to own a piece of brighthush’s future.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Paid Time Off: Generous vacation, sick leave, and personal days.
• Remote Work: Fully supported home‑office stipend and flexible location.
• Additional perks: professional development budget, wellness stipend, employee referral bonuses, and a 401(k) match.

How to Apply

Ready to make a tangible impact on the lives of contractors across the country? Submit your resume and a cover letter detailing your customer success experience and why you’re excited about AI‑native platforms. We can’t wait to hear how you’ll help brighthush’s clients thrive.

Apply now and join a team that’s redefining the future of project‑based work.