Senior Customer Success Manager – AI‑Powered Platform for Project‑Based Contractors – Driving Growth, Adoption, and Innovation at brighthush (Remote, US)
About brighthush
brighthush is not just a software company; it’s a movement that is reshaping how independent professionals, boutique agencies, and gig‑economy teams manage their projects. By fusing cutting‑edge artificial intelligence with intuitive, cloud‑based tools, we give contractors the freedom to focus on what they do best—creating value—while we take care of the technology, compliance, and operational complexity that traditionally slows them down.
Our platform is built on a foundation of data, automation, and human‑centric design. It empowers users to plan, execute, and deliver projects faster, smarter, and with less friction. With a rapidly expanding footprint across the United States, brighthush is on a mission to democratize high‑performance project management for the modern contractor.
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.
Your Impact as a Senior Customer Success Manager
In this role, you will be the linchpin between our AI‑powered platform and the contractors who rely on it. You will own the entire customer journey—from onboarding to renewal—ensuring that every client not only adopts our technology but also extracts maximum value. Your success will be measured by:
- High adoption rates and usage metrics across the customer base.
- Low churn and high renewal rates.
- Positive customer feedback and advocacy.
- Successful upsell and expansion opportunities.
Key Responsibilities
End‑to‑End Onboarding & Implementation
Own the entire customer journey from handoff to go‑live. Conduct discovery workshops, configure the platform to mirror each client’s real‑world workflows, and deliver tailored training sessions that empower users to hit the ground running.
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 that keep customers engaged and productive.
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 brighthush, brighthush, 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.