Senior Customer Success Manager – Championing Customer Growth, Retention, and Delight for AI‑Enabled Memory‑as‑a‑Service Platform at brighthush

About brighthush

brighthush is a trailblazing, purpose‑driven technology company that transforms the way people capture, preserve, and celebrate life’s most precious moments. From school milestones to unforgettable travel adventures, our AI‑powered memory‑as‑a‑service platform turns everyday experiences into personalized keepsakes that last a lifetime. With a growing portfolio that now spans yearbooks, travel memories, and experiential storytelling, brighthush is on a mission to make memory‑making effortless, joyful, and deeply meaningful for millions of users worldwide.

At the heart of brighthush is a culture that values empowerment, collaboration, and impact. We believe that every team member’s contribution directly shapes the stories we help people create. Whether you’re a seasoned professional or a rising star, you’ll find a supportive environment where your ideas are heard, your growth is nurtured, and your work makes a tangible difference.

Why This Role Matters

As a Customer Success Manager at brighthush, you will be the linchpin between our product, our customers, and the broader organization. You’ll own the end‑to‑end customer journey, ensuring that every user not only adopts our platform but thrives on it. Your work will directly influence customer satisfaction, retention, and the overall success of our mission to democratize memory creation.

Key Responsibilities

• Build and nurture long‑term relationships with a portfolio of high‑value customers, serving as their primary advocate and trusted advisor throughout the contract lifecycle.
• Drive customer satisfaction and success by deeply understanding each client’s goals, pain points, and success metrics, and proactively addressing challenges before they become obstacles.
• Lead onboarding and training initiatives that accelerate new customer adoption, ensuring they quickly realize value from brighthush’s AI‑enabled tools and features.
• Collaborate cross‑functionally with Sales, Product, Engineering, and Support teams to resolve complex issues, influence product roadmap, and deliver customized solutions that meet evolving customer needs.
• Monitor and analyze customer health metrics such as usage patterns, NPS scores, and renewal likelihood, and translate insights into actionable improvement plans.
• Communicate product updates and best practices through regular newsletters, webinars, and one‑on‑one sessions, keeping customers informed and engaged.
• Champion retention and renewal strategies by identifying upsell opportunities, negotiating contract extensions, and ensuring a seamless transition at the end of each engagement period.
• Document and report on customer feedback to leadership, highlighting success stories, pain points, and market trends that shape our strategic direction.
• Leverage CRM and support tools (e.g., Salesforce, Gainsight, Zendesk) to maintain accurate, real‑time records of customer interactions and outcomes.

Essential Qualifications

• Minimum of 3 years of experience in Customer Success, Account Management, or a related field within SaaS or tech‑centric organizations.
• Proven track record of managing a portfolio of enterprise‑level accounts and driving measurable improvements in customer health and retention.
• Exceptional communication skills—both written and verbal—enabling clear, persuasive storytelling to stakeholders at all levels.
• Strong analytical mindset with the ability to interpret data, identify trends, and recommend strategic actions.
• Demonstrated ability to collaborate effectively across cross‑functional teams, translating customer insights into product enhancements.
• Proficiency in CRM platforms (Salesforce, HubSpot, or similar) and customer success tools (Gainsight, Totango, etc.).
• Self‑motivated, adaptable, and comfortable thriving in a fast‑paced, evolving environment.

Preferred Qualifications

• Experience working with AI‑driven products or platforms that personalize user experiences.
• Background in product marketing or customer education, with a portfolio of training materials or workshops.
• Knowledge of the education or travel industries, providing context for our diverse customer base.
• Fluency in multiple languages, enhancing communication with a global clientele.
• Certifications in Customer Success Management (CSM) or related disciplines.

Core Skills & Competencies

• Customer‑centric mindset – always putting the user’s success first.
• Strategic thinking – aligning customer goals with brighthush’s product vision.
• Problem‑solving agility – turning obstacles into opportunities.
• Data‑driven decision making – leveraging metrics to guide actions.
• Influence & negotiation – securing renewals and upsells through value articulation.
• Project management – coordinating initiatives across multiple teams.
• Empathy & active listening – building trust and rapport with customers.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Customer Success Manager, you’ll have the chance to:

• Progress to a Senior Customer Success Lead or Director role, overseeing a larger portfolio and shaping the customer success strategy.
• Transition into Product Management or Customer Experience leadership, leveraging your deep customer insights.
• Participate in continuous learning programs, including industry conferences, workshops, and internal knowledge‑sharing sessions.
• Lead cross‑functional initiatives that influence product roadmap, marketing campaigns, and customer education programs.
• Mentor junior team members, fostering a culture of collaboration and excellence.

Work Environment & Company Culture

brighthush offers a flexible, remote‑first work environment that empowers you to balance professional and personal commitments. Our culture is built on:

• Transparency – open communication channels and regular town‑hall meetings.
• Innovation – a sandbox mentality that encourages experimentation and rapid iteration.
• Inclusivity – diverse teams that celebrate different perspectives and backgrounds.
• Impact – a clear link between your work and the stories we help people create.
• Well‑being – comprehensive health benefits, mental health resources, and flexible time‑off policies.

Compensation & Perks

While specific figures vary by experience and location, brighthush offers a competitive base salary, performance‑based bonuses, and equity opportunities that align your success with the company’s growth. Additional perks include:

• Health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and flexible work hours.
• Annual professional development stipend.
• Access to cutting‑edge tools and technologies.
• Regular team‑building events, both virtual and in‑person.

How to Apply

If you are passionate about building lasting customer relationships, thrive in a collaborative, mission‑driven environment, and want to help shape the future of memory creation, we encourage you to apply today. Join brighthush and become part of a team that is redefining how people remember their lives.

Ready to make an impact? and help us deliver exceptional service to the communities we support.