Senior Customer Success Manager – AI‑Powered Settlement & Notary Services Champion Driving Real‑Estate Closing Innovation at brighthush

About brighthush

At brighthush, we’re redefining the real‑estate transaction landscape. Our AI‑driven platform streamlines every step of the settlement and notarization process—from automated document generation and e‑signature capture to real‑time compliance checks and immutable audit trails. By eliminating manual bottlenecks, we deliver unmatched speed, accuracy, and transparency to agents, title companies, lenders, and notaries across the United States. With a rapidly expanding customer base, our mission is simple: make real‑estate closings faster, safer, and more accessible for everyone.

Why This Role Matters

As a Senior Customer Success Manager focused on Settlement & Notary, you will be the strategic bridge between our clients and the technology that powers their daily operations. You will own the entire customer lifecycle—from onboarding and adoption to renewal and expansion—ensuring that every client not only meets but exceeds their business goals. Your insights and execution will directly influence client satisfaction, retention, and revenue growth, while also feeding product strategy and innovation.

Key Responsibilities

• Customer Relationship Leadership: Build and nurture long‑term partnerships with key stakeholders across the settlement and notary ecosystem, including agents, title officers, and legal professionals.
• Adoption & Value Realization: Drive product adoption by creating tailored onboarding plans, training sessions, and best‑practice guides that translate platform capabilities into measurable business outcomes.
• Renewal & Expansion Ownership: Own the renewal process, proactively identify upsell opportunities, and collaborate with sales to close expansion deals that align with client objectives.
• Executive Communication: Serve as the primary point of contact for C‑suite executives, delivering concise, data‑driven insights on usage, ROI, and strategic roadmap alignment.
• Product Evangelism: Act as a product advocate, gathering customer feedback, translating it into actionable requirements, and partnering with product and engineering teams to shape future releases.
• Data‑Driven Decision Making: Leverage analytics tools (e.g., Salesforce, Tableau, Mixpanel) to monitor health scores, churn risk, and adoption metrics, and present findings to internal stakeholders.
• Cross‑Functional Collaboration: Work closely with Marketing, Sales, Product, and Support to create unified customer experiences and ensure seamless handoffs.
• Continuous Improvement: Identify process gaps, propose enhancements, and lead initiatives that improve efficiency, reduce friction, and elevate the overall customer journey.

Essential Qualifications

• Minimum of 5 years of experience in customer success, account management, or related roles within software or technology companies.
• Proven track record of managing renewals and driving expansion revenue in a B2B SaaS environment.
• Deep understanding of settlement and notary workflows, or the ability to quickly master complex industry processes.
• Exceptional executive‑level communication skills—both written and verbal—across diverse audiences.
• Strong analytical mindset with proficiency in Salesforce and experience using data to inform strategy.
• Fluency in AI concepts and experience applying AI solutions to streamline business processes.
• Demonstrated ability to manage multiple high‑priority accounts simultaneously while maintaining a high level of service quality.
• Self‑motivated, proactive, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

• Experience in the real‑estate, title, or legal technology sectors.
• Background in implementing AI‑driven automation or machine‑learning solutions.
• Certifications in Customer Success Management (CSM) or related fields.
• Proficiency with additional CRM and analytics platforms such as HubSpot, Gainsight, or Looker.
• Experience leading cross‑functional initiatives and change management projects.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Relationship Building: Proven skill in establishing trust and rapport with senior stakeholders.
• Problem Solving: Creative, data‑driven approach to resolving complex customer challenges.
• Communication: Clear, concise, and persuasive communication across all levels.
• Project Management: Strong organizational skills and experience managing multiple concurrent initiatives.
• Technical Acumen: Comfortable learning new software, APIs, and integration concepts quickly.
• Adaptability: Thrive in a dynamic, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you’ll have access to:

• Structured mentorship programs with senior leaders across product, sales, and engineering.
• Annual learning stipend for courses, certifications, and conferences—especially in AI, data analytics, and real‑estate technology.
• Clear promotion pathways to Director of Customer Success, Head of Client Experience, or even VP of Customer Success.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Regular performance reviews focused on growth, feedback, and career trajectory.

Work Environment & Culture at brighthush

We’re a fully remote, distributed team that values flexibility, collaboration, and transparency. Our culture is built on:

• Inclusivity: A diverse workforce where every voice is heard and respected.
• Innovation: A culture that encourages experimentation, rapid iteration, and learning from failure.
• Accountability: Clear ownership of goals and outcomes, backed by data and peer support.
• Well‑being: Regular virtual social events, mental health resources, and a focus on work‑life balance.
• Community Impact: Opportunities to contribute to open‑source projects and industry standards.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: USD 107,000 – 145,000 per year, commensurate with experience.
• Performance Bonus: Up to 15% of base salary tied to renewal and expansion metrics.
• Equity: Eligible for a grant of company stock options as part of the long‑term incentive plan.
• 401(k) Matching: 4% match on employee contributions.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Paid Time Off: Generous PTO policy—20 days per year plus public holidays.
• Parental Leave: Paid parental leave up to 12 weeks for new parents.
• Professional Development: Annual learning stipend and access to industry conferences.
• Remote Work Flexibility: Fully remote role with optional co‑working spaces in major U.S. cities.

How to Apply

If you’re ready to lead high‑impact customer success initiatives, champion AI‑driven solutions, and help shape the future of real‑estate settlement, we want to hear from you. Submit your application through our careers portal and join a team that’s as passionate about technology as it is about people.

Join brighthush Today

At brighthush, we’re not just building software—we’re building a community of innovators who transform how the world closes deals. Your expertise will help thousands of professionals close transactions faster, more accurately, and with greater confidence. Take the next step in your career and become a pivotal part of our growth story.