Senior Customer Success Manager – Championing Growth, Retention, and ROI for brighthush’s Cloud‑Based Service Platform

About brighthush

brighthush is a trailblazer in the SaaS ecosystem, redefining how service‑oriented businesses harness technology to deliver measurable impact. Our cloud‑based platform is engineered for scalability, flexibility, and deep integration, enabling companies across finance, healthcare, logistics, and beyond to streamline operations, elevate productivity, and create unforgettable customer experiences. With a presence in over 30 countries and a culture that prizes innovation, collaboration, and continuous learning, brighthush is the partner of choice for forward‑thinking organizations that want to stay ahead of the curve.

Why Join brighthush?

When you become part of the brighthush family, you’re not just taking a job—you’re embarking on a career that challenges the status quo, rewards creativity, and offers limitless growth opportunities. We champion diversity, encourage bold ideas, and provide a supportive environment where every voice matters. At brighthush, your work directly influences the success of our customers and the evolution of our platform.

What We Offer

• Competitive Compensation & Equity – A base salary that reflects your experience, performance bonuses that reward results, and equity options that let you share in the company’s growth.
• Comprehensive Benefits – Fully paid medical, dental, and vision plans; 401(k) with company match; generous parental leave; fertility and adoption support; pet insurance; legal and financial advisory services.
• Work‑Life Balance – Flexible hours, remote work options, and a culture that values results over rigid schedules.
• Learning & Development – Structured onboarding, leadership training, mentorship programs, and access to industry conferences.
• Recognition & Rewards – Peer‑nominated awards, Bonusly, and regular shout‑outs for exceptional contributions.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor and primary point of contact for a portfolio of high‑value customers. Your mission is to ensure that each client not only adopts our platform but also realizes measurable business outcomes—leading to increased retention, upsell, and advocacy. You will blend strategic thinking with tactical execution, turning data insights into actionable plans that drive customer success and revenue growth.

Key Responsibilities

• Account Ownership – Manage a portfolio of approximately 100 enterprise accounts, serving as the single source of truth for all customer interactions.
• Relationship Management – Build and nurture senior‑level relationships with key stakeholders, ensuring alignment with their strategic objectives.
• Value & ROI Advocacy – Translate platform capabilities into tangible ROI, creating customized value plans and ROI dashboards for each client.
• Proactive & Reactive Engagement – Conduct regular check‑ins, business reviews, and product workshops; respond swiftly to support tickets and escalations.
• Data‑Driven Insights – Leverage analytics tools (Salesforce, Gainsight, Tableau) to monitor usage, identify adoption gaps, and design targeted engagement campaigns.
• Risk Mitigation – Identify early warning signs of churn, develop mitigation plans, and collaborate with Sales and Product teams to address concerns.
• Training & Enablement – Deliver onboarding, advanced training, and best‑practice workshops to maximize platform adoption.
• Advocacy & Referrals – Cultivate customer champions, gather success stories, and facilitate referrals and case studies.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Sales, and Marketing to relay customer feedback and influence roadmap decisions.
• Project Management – Own project timelines, deliverables, and documentation, ensuring seamless execution of customer initiatives.
• Financial Stewardship – Monitor renewal cycles, upsell opportunities, and gross revenue retention metrics.

Essential Qualifications

• Minimum 2 years of experience in Customer Success, Account Management, or Enterprise Sales.
• Proven track record of driving customer adoption, retention, and expansion.
• Strong analytical mindset with proficiency in CRM and analytics platforms (Salesforce, Gainsight, Tableau).
• Exceptional communication skills—both written and verbal—across all levels of an organization.
• Demonstrated ability to manage multiple high‑priority projects simultaneously.
• Self‑starter attitude, thriving in a fast‑paced, entrepreneurial environment.
• Empathy, resilience, and a genuine passion for solving customer challenges.
• Experience with remote work and self‑management of time and priorities.

Preferred Skills & Experience

• Advanced project management certifications (PMP, Agile, Scrum).
• Background in SaaS product management or technical consulting.
• Experience with data‑driven performance analytics and KPI development.
• Familiarity with brighthush’s platform workflows and best practices.
• Willingness to work Pacific or Mountain Standard Time zones.

What Makes You a Great Fit?

We’re looking for individuals who:

• Think strategically and act tactically—turning insights into actionable plans.
• Own outcomes and take responsibility for customer success from onboarding to renewal.
• Communicate with clarity, confidence, and empathy, building trust with every interaction.
• Are data‑savvy, using metrics to drive decisions and demonstrate impact.
• Are collaborative, working seamlessly with cross‑functional teams to deliver value.
• Are curious, continuously learning, and eager to adopt new tools and methodologies.

Career Growth & Development

At brighthush, your career trajectory is defined by your ambition and performance. As a Senior Customer Success Manager, you’ll have the opportunity to:

• Progress to a Customer Success Leadership role, overseeing a team of CSMs.
• Transition into Product Management, leveraging deep customer insights.
• Explore Sales or Business Development roles, capitalizing on your relationship‑building skills.
• Lead cross‑functional initiatives that shape the future of our platform.

Our Culture

We celebrate individuality, encourage experimentation, and value the unique perspectives each team member brings. Our culture is built on:

• Transparency – Open communication channels and shared goals.
• Collaboration – Cross‑team projects that break down silos.
• Innovation – A safe space to test new ideas and iterate quickly.
• Wellness – Programs that support mental, physical, and financial health.
• Community – Volunteer opportunities, mentorship, and social events.

Compensation & Benefits Summary

While specific figures vary by location and experience, the typical compensation package includes:

• Base salary range: $70,000 – $115,000 (U.S. locations).
• Variable commission and performance bonuses.
• Equity options to share in the company’s growth.
• Health, dental, vision, and wellness benefits.
• 401(k) with company match.
• Paid parental leave, fertility support, and adoption reimbursement.
• Pet insurance, legal advisory, and financial planning services.

How to Apply

If you’re ready to make a tangible impact, drive customer success, and grow with a forward‑thinking company, we’d love to hear from you. Submit your application through our careers portal and join the brighthush team where your ideas shape the future of service technology.

We Celebrate Diversity

brighthush is committed to creating an inclusive environment for all employees. We encourage candidates from underrepresented groups to apply. We do not discriminate on the basis of race, color, religion, sex, national origin, gender identity, age, disability, or any other protected characteristic.

AI in Our Hiring Process

We use AI‑assisted tools to streamline certain aspects of our recruitment, but all hiring decisions are made by human hiring teams.