Senior Customer Success Manager – Championing 5‑Star Experiences for Certified Repair Shops at brighthush

About brighthush

brighthush is a trailblazing platform that connects consumers with certified, trustworthy mechanics across the United States. Since our founding in 2007, we have empowered thousands of repair shops to deliver high‑quality service at fair prices while giving customers peace of mind. In 2024, brighthush was proudly acquired by brighthush, further expanding our reach and reinforcing our commitment to transparency, innovation, and customer success. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic, inclusive environment where your ideas can shape the future of automotive repair.

Why Join the brighthush Customer Success Team?

At brighthush, we believe that the heart of our business lies in the relationships we build with our shop partners. As a Senior Customer Success Manager, you will be the linchpin that ensures our certified shops thrive, grow, and consistently deliver 5‑star experiences to every customer. This role is a full‑time, remote position based anywhere in the United States, giving you the flexibility to work from wherever you perform best while staying connected to a vibrant, collaborative team.

Key Responsibilities

• Relationship Builder: Proactively engage with shop partners through monthly check‑ins, quarterly business reviews, and real‑time support to foster trust and long‑term partnership.
• Platform Evangelist: Deliver comprehensive training on the brighthush platform, ensuring shops understand and leverage all features to maximize efficiency and customer satisfaction.
• Growth Champion: Identify upsell and cross‑sell opportunities within the brighthush ecosystem, driving revenue growth for both the shop and the company.
• Coach & Mentor: Empower shop owners and staff to handle customer interactions independently, turning them into proactive, self‑sufficient ambassadors of brighthush.
• Escalation Lead: Manage high‑impact escalations, turning potential cancellations into retention successes through thoughtful, solution‑oriented communication.
• Consultative Support: Respond to a high volume of inbound calls and emails, providing expert guidance and troubleshooting to shop partners.
• Process Optimizer: Continuously refine workflows, documentation, and knowledge bases to improve efficiency in a fast‑paced environment.
• Data‑Driven Analyst: Track key metrics, generate insights, and present actionable recommendations to senior leadership.

Essential Qualifications

• GED/High School Diploma with a minimum of 2 years of customer‑facing experience, or a Bachelor’s Degree in Business, Marketing, or a related field.
• Proficiency with computers and information systems; comfortable navigating CRM platforms and data dashboards.
• Strong verbal and written communication skills, with the ability to conduct tough conversations in a professional, solutions‑oriented manner.
• Exceptional problem‑solving and troubleshooting abilities, coupled with a keen eye for detail.
• Excellent time‑management and organizational skills, capable of juggling multiple tasks simultaneously.
• Experience in the automotive industry—whether in a shop, dealership, or automotive technology company—is highly desirable.
• Hands‑on experience with Salesforce CRM is a plus.

Preferred Qualifications

• Prior experience in a customer success or account management role within a SaaS or B2B environment.
• Track record of driving customer retention and revenue growth.
• Familiarity with automotive repair processes, parts sourcing, and shop operations.
• Knowledge of industry standards such as ISO/TS 16949 or similar quality certifications.
• Experience coaching or training shop staff on technology adoption.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strategic thinking and the ability to translate data into actionable insights.
• Strong interpersonal skills, capable of building rapport with diverse stakeholders.
• Adaptability to thrive in a rapidly evolving, remote work environment.
• Proficiency in Microsoft Office Suite, Google Workspace, and collaboration tools such as Slack and Zoom.
• Basic understanding of automotive repair terminology and shop workflows.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Senior Customer Success Manager, you will have access to:

• Mentorship programs with senior leaders in Customer Success, Product, and Engineering.
• Paid training courses and certifications in customer success, account management, and automotive technology.
• Cross‑functional projects that allow you to influence product roadmap and go‑to‑market strategies.
• Clear promotion pathways to Director of Customer Success or Head of Partner Success roles.
• Annual performance bonuses tied to both individual and company metrics.

Work Environment & Company Culture

brighthush thrives on a culture of Transparency, Collaboration, and Continuous Improvement. Our remote team is united by shared values, regular virtual town halls, and a commitment to work‑life balance. We celebrate diversity in every form—race, age, gender identity, sexual orientation, disability, and more—recognizing that a mosaic of perspectives fuels innovation and drives better outcomes for our partners and customers alike.

Compensation & Benefits

• Base Salary: $62,000 – $72,000 annually, commensurate with experience and qualifications.
• Health & Wellness: Full medical, vision, and dental coverage effective from day one.
• Paid Time Off: 15 days PTO (accrual begins on hire date and increases after 2 years), 12 paid holidays, plus one floating holiday.
• Parental Leave: Up to 14 weeks of paid parental leave.
• Wellness Subsidy: Monthly wellness stipend to support your physical and mental health.
• Remote Work Support: Home office reimbursement to create a productive workspace.
• Financial Planning: Flexible spending account (FSA) and 401(k) retirement savings plan.
• Equity: Employee stock purchase plan, giving you a stake in brighthush’s success.

Diversity & Inclusion

brighthush is an equal‑opportunity employer that values the unique perspectives each individual brings. We are committed to fostering an inclusive environment where everyone can thrive. We actively consider qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic. We also provide reasonable accommodations for individuals with disabilities throughout the application process.

How to Apply

If you’re ready to make a tangible impact on the automotive repair ecosystem and help our shop partners achieve 5‑star success, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to exploring how your expertise and passion can elevate brighthush and our valued partners.