Senior Customer Success Manager – B2B SaaS Lifecycle & Onboarding Champion – Remote South Africa – Championing Customer Growth, Retention, and Success at brighthush

About brighthush

brighthush is not just a SaaS platform; it is a catalyst for digital transformation that empowers enterprises across finance, retail, healthcare, logistics, and beyond. With a presence that spans continents, we help organizations harness data, automate processes, and deliver unforgettable customer experiences. Our mission is simple yet ambitious: to help our clients reimagine how they engage customers, manage resources, and grow sustainably. At brighthush, innovation is not a buzzword—it is a way of life. Every line of code, every data pipeline, and every customer interaction is built with the intent to create measurable impact.

Why Join brighthush?

When you become part of brighthush, you join a high‑velocity, remote‑first team that thrives on solving complex problems and delivering world‑class customer experiences. We champion flexibility, trust, and continuous learning, allowing you to balance professional ambition with personal well‑being. Whether you are a seasoned customer success veteran or a motivated newcomer, you’ll find a place where your ideas are heard, your growth is accelerated, and your impact is tangible.

Our culture is built on three pillars:

• Empowerment: Own your accounts, set your own cadence, and make decisions that benefit both the customer and the business.
• Collaboration: Work hand‑in‑hand with cross‑functional teams, share insights, and celebrate wins together.
• Growth: Invest in your professional development through certifications, workshops, and mentorship programs.

Position Overview

We are seeking a proactive, customer‑centric Senior Customer Success Manager to lead the journey of our B2B SaaS clients from first touch to long‑term partnership. In this role, you will be the primary advocate for our customers, ensuring they achieve their desired outcomes through strategic onboarding, continuous engagement, and proactive health monitoring. You will collaborate closely with sales, product, and engineering to create a seamless experience that drives adoption, retention, and expansion.

Key Responsibilities

• Customer Relationship Management: Build and nurture trust‑based relationships with key stakeholders across client organizations, becoming the go‑to point of contact for all success‑related inquiries.
• Onboarding & Enablement: Lead end‑to‑end onboarding programs, ensuring new customers quickly realize value and adopt best practices. Design tailored training plans, create onboarding playbooks, and conduct live workshops.
• Health & Success Monitoring: Track customer health metrics, identify risk indicators, and develop proactive mitigation plans. Use data‑driven insights to forecast churn risk and recommend retention strategies.
• Lifecycle Management: Own the end‑to‑end customer lifecycle, from activation through expansion and renewal, driving upsell and cross‑sell opportunities that align with client goals.
• Issue Resolution: Act as the first line of defense for troubleshooting software and hardware issues, coordinating with technical teams to deliver swift resolutions and maintain high satisfaction scores.
• Feedback Loop: Capture customer insights and relay them to product and engineering teams to influence roadmap decisions, ensuring the product evolves in line with real‑world needs.
• Reporting & Analytics: Produce regular health reports, usage dashboards, and executive summaries for internal stakeholders, translating data into actionable narratives.
• Collaboration: Partner with Sales, Marketing, and Product to align on account strategies and ensure a unified customer experience across all touchpoints.
• Strategic Advisory: Serve as a trusted advisor to senior client executives, providing insights on industry trends, best practices, and strategic opportunities.
• Community Building: Foster a community of power users through webinars, user groups, and advocacy programs, amplifying customer voices within the broader ecosystem.

Day‑to‑Day Impact

Every day you will:

• Conduct discovery calls to understand each client’s business objectives and success criteria.
• Facilitate workshops that guide teams through best‑practice adoption of our platform.
• Analyze usage data to surface opportunities for upsell, cross‑sell, or product enhancements.
• Lead quarterly business reviews that showcase ROI and set the stage for renewal.
• Champion a culture of continuous improvement by sharing customer stories and lessons learned across the organization.
• Maintain a deep understanding of the industry landscape to anticipate client needs and position brighthush as a strategic partner.
• Collaborate with the product team to prioritize feature requests based on customer impact.
• Document and share best‑practice playbooks that elevate the overall success function.

Essential Qualifications

• Minimum of 3 years of experience in B2B SaaS customer success, account management, or a related field.
• Proven track record of managing customer relationships and driving adoption of cloud‑based solutions.
• Strong communication skills, both written and verbal, with the ability to translate technical concepts for non‑technical audiences.
• Excellent organizational and time‑management skills, capable of juggling multiple accounts simultaneously.
• Hands‑on experience troubleshooting software and hardware issues, with a methodical approach to problem solving.
• Familiarity with customer lifecycle management frameworks and success metrics.
• Proficiency in using tools such as brighthush, brighthush, brighthush.
• Fluency in English; additional languages are a plus.
• Experience with data analytics and reporting tools (e.g., brighthush, brighthush) is highly desirable.

Preferred Qualifications

• Experience working in a fast‑paced, high‑growth SaaS environment.
• Knowledge of data analytics and reporting tools (e.g., brighthush, brighthush).
• Background in retail technology or IoT solutions is advantageous.
• Certifications in Customer Success Management (CSM) or related disciplines.
• Experience leading cross‑functional initiatives such as product launches or global expansion projects.

Core Skills & Competencies

• Customer‑First Mindset: Passion for delivering exceptional service and creating lasting value.
• Strategic Thinking: Ability to see the big picture and align customer goals with business objectives.
• Analytical Acumen: Strong data‑driven decision making and proficiency in interpreting usage metrics.
• Problem‑Solving: Creative and methodical approach to resolving complex technical and business challenges.
• Collaboration: Comfortable working cross‑functionally with sales, product, engineering, and marketing.
• Adaptability: Thrives in a dynamic environment with evolving priorities and fast‑moving timelines.
• Leadership: Ability to mentor junior team members and influence stakeholders across the organization.

Tools & Tech Stack

As a Senior Customer Success Manager, you will work with a suite of modern tools that empower you to deliver results:

• CRM & Success Platforms: brighthush, brighthush, brighthush.
• Analytics & Reporting: brighthush, brighthush, custom dashboards.
• Communication: brighthush, brighthush, brighthush.
• Project Management: brighthush, brighthush, brighthush.
• Learning & Enablement: brighthush platforms, internal knowledge bases.

Team Structure & Leadership

At brighthush, you will report directly to the Head of Customer Success and work alongside a cohort of dedicated Customer Success Specialists, Account Managers, and Technical Support Engineers. Our leadership team is committed to fostering a culture of transparency, empowerment, and continuous learning. The Customer Success organization is structured into regional squads, each focused on a specific market segment, ensuring that you can develop deep expertise in the South African market while collaborating with global peers.

Career Growth & Learning Opportunities

We believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you’ll have the chance to:

• Progress to Customer Success Lead or Director roles, taking ownership of larger portfolios and strategic initiatives.
• Take on strategic account management responsibilities for enterprise clients, driving multi‑year contracts and partnership agreements.
• Lead cross‑functional initiatives such as product launches, customer advocacy programs, and global expansion projects.
• Participate in continuous learning programs, including industry certifications, workshops, and mentorship from senior leaders.
• Contribute to the evolution of our customer success framework and best‑practice playbooks, shaping the future of the function.
• Attend international conferences and webinars to stay ahead of industry trends and bring fresh ideas back to the team.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible working hours that respect your personal commitments and time zone.
• Regular virtual team gatherings, hackathons, and knowledge‑sharing sessions that keep the community vibrant.
• A collaborative environment where ideas are valued and innovation is celebrated.
• Access to cutting‑edge tools and resources that empower you to deliver outstanding results.
• Opportunities to travel for key client events, product launches, and industry conferences.
• A supportive peer network that encourages open dialogue and continuous improvement.

Compensation, Perks, and Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses and equity opportunities.
• Generous paid time off, including vacation, sick leave, and personal days.
• Health and wellness benefits, such as medical, dental, and vision coverage.
• Professional development budget for courses, conferences, and certifications.
• Technology stipend to support your home‑office setup.
• Employee recognition programs and annual company retreats.
• Access to mental health resources and wellness programs.
• Flexible benefits that can be tailored to your personal and family needs.

What Makes This Role Unique

At brighthush, you will not only manage customer relationships; you will shape the future of our product and the industry. Your insights will directly influence roadmap decisions, and your success stories will inspire the next generation of customers. This role offers a rare blend of strategic influence, hands‑on execution, and a chance to be part of a company that is redefining the SaaS landscape.

How to Apply

If you’re ready to make a tangible impact on our customers’ success and grow your career in a vibrant, remote‑first environment, we’d love to hear from you. Submit your application through the link below and join the brighthush team in shaping the future of customer success.

Apply to this position now