Senior Customer Success Manager – B2B SaaS Data Platform – Mid‑Market & Enterprise Account Leadership, Growth Strategy & Customer Advocacy at brighthush

About brighthush and the Opportunity

In today’s hyper‑competitive landscape, data is the new currency that powers strategic decisions, operational efficiencies, and revenue growth. At brighthush, we are pioneering the next generation of cloud‑native data platforms that transform raw, fragmented data streams into actionable intelligence. Our mission is simple yet ambitious: democratize data analytics so that every organization—whether a mid‑market retailer, a global manufacturer, or a leading healthcare provider—can unlock insights that drive measurable business outcomes.

We have built a vibrant ecosystem of integrations, APIs, and AI‑driven features that seamlessly connect to the tools your customers already use. From real‑time dashboards to predictive analytics, our platform empowers teams to make data‑backed decisions faster, reduce operational costs, and uncover new revenue streams.

We’re looking for a seasoned Senior Customer Success Manager who thrives in a fast‑paced SaaS environment and can translate complex technical concepts into clear, business‑driven value. If you’re passionate about building lasting relationships, driving adoption, and turning data into a strategic asset for our customers, brighthush offers the platform, the people, and the purpose to make it happen.

Key Responsibilities

• Portfolio Ownership – Own a book of 15–25 mid‑market and enterprise accounts, ensuring each customer receives a tailored onboarding journey that delivers measurable time‑to‑value.
• Customer Onboarding & Adoption – Lead the end‑to‑end onboarding process, from initial discovery to full product adoption, using data‑driven checkpoints and health metrics.
• Quarterly Business Reviews (QBRs) – Conduct in‑depth QBRs with executive stakeholders, presenting usage analytics, ROI narratives, and aligning on future roadmap priorities.
• Health Monitoring & Early Intervention – Utilize CS platforms such as Gainsight or ChurnZero to track adoption, engagement, and health scores; proactively intervene on at‑risk accounts to mitigate churn.
• Renewal & Expansion Collaboration – Partner with Account Executives to coordinate renewal negotiations, upsell opportunities, and expansion deals that contribute to Net Revenue Retention (NRR) targets.
• Voice of the Customer – Act as the internal advocate for customer needs, feeding product teams with actionable insights, feature requests, and blocker resolutions.
• Technical Escalation Management – Troubleshoot and resolve technical escalations in collaboration with the support team, ensuring transparent communication with customers during incident follow‑ups.
• Documentation & Enablement – Create and maintain customer‑facing documentation, success plans, and enablement materials in Salesforce and Confluence to support ongoing adoption.
• Data‑Driven Decision Making – Leverage SQL, Looker, Tableau, or similar tools to build dashboards that illustrate customer health, usage trends, and ROI metrics.
• Continuous Improvement – Participate in cross‑functional initiatives to refine onboarding flows, support processes, and product features based on customer feedback.

Essential Qualifications

• 3–6 years of experience in Customer Success, Account Management, or Technical Support within a B2B SaaS organization.
• Proven track record of meeting or exceeding retention and NRR targets across a managed portfolio.
• Strong technical acumen: comfortable discussing APIs, data pipelines, and integration architectures with both engineering teams and executive stakeholders.
• Hands‑on experience with a CS platform (e.g., Gainsight, ChurnZero) and a CRM (Salesforce or HubSpot).
• Exceptional written communication skills—capable of producing polished QBR decks, executive summaries, and success plans that require minimal editing.
• Bachelor’s degree in Business, Computer Science, or a related field, or equivalent practical experience.

Preferred (Bonus) Qualifications

• SQL proficiency or experience building dashboards in Looker, Tableau, Power BI, or similar analytics tools.
• Prior experience with data‑oriented SaaS products or analytics platforms.
• Professional certifications such as Success Coaching, Gainsight Certified Success Manager, or similar credentials.
• Experience working in a high‑growth, scale‑up environment where you’ve helped shape CS processes and tooling.

Skills & Competencies for Success

• Customer‑Centric Mindset – Deep empathy for customer challenges and a relentless focus on delivering measurable value.
• Strategic Thinking – Ability to translate data insights into actionable business strategies for both customers and internal stakeholders.
• Analytical Rigor – Strong quantitative skills to interpret usage data, health scores, and ROI metrics.
• Communication Excellence – Clear, concise, and persuasive communication across all levels, from technical teams to C‑suite executives.
• Project Management – Proven ability to manage multiple accounts simultaneously, prioritizing tasks to meet deadlines.
• Collaboration & Influence – Comfortable working cross‑functionally with Product, Engineering, Sales, and Support to drive customer success.
• Adaptability – Thrive in a dynamic environment, quickly learning new tools, processes, and industry trends.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as our product. As a Senior Customer Success Manager, you’ll have the chance to:

• Progress to a Senior CSM or Customer Success Lead role, overseeing a larger portfolio and mentoring junior team members.
• Transition into Product Management or Customer Experience roles, leveraging your deep customer insights.
• Participate in leadership development programs, including workshops on strategic account management, data analytics, and executive communication.
• Attend industry conferences, webinars, and hackathons to stay ahead of emerging data trends and best practices.
• Contribute to internal knowledge bases, authoring whitepapers and case studies that showcase customer success stories.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and continuous learning. Our culture is defined by:

• Innovation at Scale – A flat hierarchy that encourages experimentation and rapid iteration.
• Data‑Driven Decision Making – Every decision is backed by metrics, insights, and customer feedback.
• Inclusive Community – A diverse team that values different perspectives and fosters belonging.
• Work‑Life Balance – Flexible remote options, generous PTO, and wellness programs to support your well‑being.
• Social Impact – Initiatives that give back to the community, including data literacy workshops and open‑source contributions.

Compensation, Perks, and Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses tied to retention, NRR, and customer satisfaction metrics.
• Equity options that allow you to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and financial planning resources.
• Unlimited paid time off and flexible work arrangements.
• Professional development budget for courses, certifications, and conferences.
• Regular team retreats, virtual happy hours, and wellness initiatives.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping how businesses interpret and act on data. You’ll work alongside passionate engineers, visionary product leaders, and strategic sales professionals—all committed to delivering unparalleled value to our customers. Your expertise will directly influence product evolution, customer satisfaction, and the company’s long‑term success.

Ready to make an impact? Bring your experience, curiosity, and customer‑first mindset to brighthush and help us turn data into decisive action for our clients worldwide.

Apply Today

Ready to take the next step in your career? Click the link below to submit your application and join the brighthush family.