Senior Customer Success Manager – Championing Growth, Retention, and Product Innovation for a B Corp Certified SaaS Retailer Empowering UK Charities with Cutting‑Edge Digital Solutions at brighthush

About brighthush

brighthush is a trailblazing, B Corp‑certified SaaS retailer that fuses state‑of‑the‑art technology with an unwavering commitment to social impact. For the past three years, we have delivered award‑winning e‑commerce platforms that enable UK charities and non‑profit organisations to amplify their digital presence, boost fundraising, and nurture lasting community engagement. Our mission is simple yet powerful: to unlock the full potential of every customer’s digital footprint while championing sustainability, transparency, and ethical business practices.

Founded on the principles of collaboration, innovation, and measurable impact, brighthush has grown exponentially. We are now on a mission to double our customer base in the next 18 months, and we need a dynamic, commercially minded Customer Success Manager to help shape the future of our products and services.

Why brighthush?

• Impact‑oriented culture – Every day you’ll partner with organisations that are making a tangible difference in the world.
• Growth‑driven environment – You’ll be at the heart of our expansion strategy, driving both customer success and revenue growth.
• Collaborative team – Cross‑functional collaboration is baked into everything we do, from product development to marketing and sales.
• Continuous learning – We invest in professional development, sponsor industry conferences, and encourage knowledge sharing across teams.
• Flexible work model – Remote work is fully supported, with optional on‑site days at our London headquarters for team building and client visits.

Role Overview

As a pivotal member of our SaaS division, you will be the linchpin that connects our technology to the heart of our clients’ missions. You will own the end‑to‑end customer journey, ensuring that every interaction delivers measurable value, drives retention, and unlocks upsell opportunities. Your strategic insight will shape product evolution, while your hands‑on execution will guarantee seamless adoption and sustained success.

Key Responsibilities

• Drive growth and retention across a diverse portfolio of customers, ensuring they achieve measurable ROI from our platform.
• Primary client advocate – Build trust and become a strategic advisor on product usage, industry trends, and digital best practices.
• Data‑driven insights – Leverage analytics to identify trends, pain points, and upsell opportunities, translating insights into actionable recommendations.
• Customer health reviews – Conduct regular reviews, presenting product updates, performance metrics, and growth pathways.
• Cross‑functional collaboration – Work with product, marketing, and sales teams to relay customer feedback, champion feature requests, and influence roadmap decisions.
• Feature rollout & training – Lead the configuration and rollout of new software features, delivering both on‑site and virtual training sessions to ensure seamless adoption.
• Voice of the customer – Represent client needs in internal strategy meetings, ensuring that customer insights shape our product evolution.
• Renewals & expansion – Manage renewals and expansion opportunities, working closely with the commercial team to close deals that align with customer goals.
• Data integrity – Maintain accurate, up‑to‑date records in HubSpot, Monday.com, and Jira, ensuring data integrity and visibility across the organization.
• Travel & relationship building – Travel to key customer sites and the brighthush headquarters as needed to strengthen relationships and gather on‑ground insights.

Essential Qualifications

• Minimum 3‑5 years of experience in Customer Success, Commercial Account Management, or a client‑facing solutions role.
• Proven track record of exceeding growth targets and driving customer retention in a SaaS environment.
• Strong communication and presentation skills, with the ability to distill complex data into clear, actionable insights.
• Demonstrated ability to work proactively, independently, and as part of a team, with a continuous improvement mindset.
• Experience using CRM systems such as HubSpot, Salesforce, or equivalent, and familiarity with project management tools like Monday.com and Jira.
• Commercial acumen and a strategic mindset, capable of identifying new revenue streams and upsell opportunities.
• Willingness to travel to customer sites and the brighthush headquarters as required.

Preferred Qualifications

• Prior experience in a fast‑paced, agile startup environment.
• Background in the non‑profit or charity sector, with an understanding of the unique challenges faced by UK charities.
• Experience with data‑driven customer success metrics such as NPS, CSAT, and churn analysis.
• Knowledge of e‑commerce platforms and digital marketing tools.
• Fluency in multiple languages is a plus, especially if you have experience working with international clients.

Skills & Competencies

• Customer‑centric mindset – Always prioritising the client’s success and satisfaction.
• Analytical thinking – Ability to interpret data, spot patterns, and recommend solutions.
• Strategic vision – Aligning customer goals with business objectives.
• Problem‑solving aptitude – Tackling complex challenges with creativity and resilience.
• Tech savviness – Comfortable navigating SaaS platforms, CRMs, and project management tools.
• Collaboration & influence – Working effectively across departments to drive outcomes.
• Adaptability to remote and hybrid work environments, while maintaining high levels of engagement and accountability.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as dynamic as the market we serve. As a Customer Success Manager, you will:

• Progress into Senior Customer Success Leadership roles, overseeing larger teams and more complex portfolios.
• Take on cross‑functional projects that influence product strategy, marketing campaigns, and sales enablement.
• Participate in industry conferences and workshops, representing brighthush and staying ahead of emerging trends.
• Access a learning budget for certifications, courses, and skill‑building initiatives.
• Engage in mentorship programs that pair you with senior leaders across the organization.

Work Environment & Culture

Our culture is built on the pillars of innovation, empathy, and accountability. You’ll find:

• A transparent communication style that encourages open dialogue and feedback.
• A collaborative atmosphere where ideas are shared freely across teams.
• A commitment to work‑life balance, with flexible hours and remote options.
• A diverse and inclusive workforce that values different perspectives and backgrounds.
• Regular team‑building events, both virtual and in‑person, to foster camaraderie and shared purpose.

Compensation & Benefits

While the exact figures will be discussed during the interview process, we offer a competitive salary package that reflects your experience and the value you bring to brighthush. In addition, you can expect:

• Generous annual leave (25 days) plus public holidays.
• Contributory pension scheme (8% employer match).
• Performance‑based bonus structure tied to customer success metrics.
• Health and wellness benefits, including mental health support and gym memberships.
• Access to professional development resources and a learning budget.
• Opportunity to work remotely, with occasional travel to client sites and the London headquarters.

How to Apply

If you are ready to join a purpose‑driven, high‑growth company and make a tangible impact on the success of charities and non‑profits across the UK, we want to hear from you. Please submit your resume and a brief cover letter outlining why you’re the ideal fit for the Customer Success Manager role at brighthush.

We look forward to exploring how your expertise and passion can help us continue to deliver exceptional value to our customers while advancing our mission of sustainable, socially responsible commerce.

Apply now and become a key driver of growth and innovation at brighthush!