Senior Customer Success Manager – Championing Onboarding, Adoption, and Retention for Automotive Tech Solutions at brighthush
About brighthush
brighthush is a trailblazer in the automotive technology arena, redefining how repair shops operate through cutting‑edge software and financial solutions. Since our inception in 2019, we have empowered over 30,000 service centers, generating more than 60 million repair orders and processing upwards of $12 billion in payments each year. Our mission is simple yet powerful: to give shop owners the tools they need to streamline communication, automate workflows, enable touchless payments, and ultimately increase profitability. At brighthush, we don’t just build products; we build partnerships that help our customers thrive.
Why brighthush?
Working at brighthush means you’ll be part of a fast‑growing, customer‑centric culture that values innovation, collaboration, and continuous learning. We celebrate every win—whether it’s a new feature launch, a satisfied customer, or a milestone reached by a team member. Our people are our greatest asset, and we invest heavily in their professional development through mentorship, training programs, and access to industry conferences.
Role Overview
As a Senior Customer Success Manager at brighthush, you will be the primary advocate for our customers during the critical onboarding phase and beyond. You’ll partner closely with Sales, Product, and Support teams to ensure a seamless transition from prospect to fully operational user. Your high energy, technical curiosity, and passion for customer advocacy will drive adoption, satisfaction, and long‑term retention.
Key Responsibilities
- Onboarding Leadership: Collaborate with Sales to kick‑start new customer onboarding, setting clear expectations and timelines.
- Training & Enablement: Deliver engaging online training modules, live webinars, and one‑on‑one coaching sessions to equip customers with the knowledge they need to succeed.
- Process Ownership: Communicate milestones, manage go‑live dates, and ensure all prerequisites are met for a smooth launch.
- Adoption & Engagement: Monitor usage metrics, identify adoption gaps, and implement targeted interventions to boost engagement.
- Health Monitoring: Track customer health scores, conduct regular check‑ins, and proactively address concerns before they become issues.
- Feedback Loop: Capture bugs, feature requests, and improvement ideas, escalating them to Product and Support as appropriate.
- Documentation & Reporting: Maintain meticulous records of all interactions in our CRM, and produce weekly status reports for internal stakeholders.
- Travel: Minimal travel required (less than 5%) for occasional on‑site visits or industry events.
Essential Qualifications
- Minimum 2 years of experience in professional services, B2B customer success, or account management—preferably within SaaS.
- Strong organizational, project management, and time‑management skills.
- Excellent written and verbal communication abilities.
- Technical aptitude for SaaS platform configuration, troubleshooting, and data analysis.
- Experience with online subscription or SaaS products.
- Energetic, extroverted personality with a genuine passion for customer advocacy.
- Ability to remain calm and composed under pressure, delivering solutions even in challenging situations.
- College degree or equivalent work experience.
Preferred Qualifications
- 3–5 years of B2B customer success experience, ideally in the automotive aftermarket or shop management systems.
- Hands‑on experience onboarding customers onto SaaS platforms.
- Knowledge of automotive repair shop operations—valuable but not mandatory.
- Experience with customer‑facing roles in enterprise software environments.
- Proven track record of driving adoption and achieving measurable customer success metrics.
Core Skills & Competencies
- Customer‑centric mindset with a proactive problem‑solving approach.
- Strong analytical skills to interpret usage data and translate insights into action.
- Collaboration across cross‑functional teams—Sales, Product, Support, and Engineering.
- Adaptability to evolving processes and priorities.
- High attention to detail and meticulous documentation practices.
- Ability to articulate complex technical concepts in simple, business‑friendly language.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is designed to evolve with your ambitions. As a Customer Success Manager, you’ll have the chance to:
- Advance to Senior Customer Success Manager or Customer Success Lead roles.
- Transition into Product Management, Customer Experience, or Sales Engineering based on your interests.
- Lead cross‑functional initiatives, such as product roadmap workshops or customer advocacy programs.
- Participate in leadership training, mentorship programs, and industry conferences to broaden your skill set.
- Earn certifications in SaaS, project management, or customer success frameworks.
Work Environment & Culture
brighthush fosters a hybrid work model that blends remote flexibility with collaborative in‑office hubs. Our culture is built on:
- Transparency: Open communication channels and regular town‑hall meetings.
- Innovation: A culture that encourages experimentation and rewards creative solutions.
- Inclusivity: Commitment to diversity, equity, and inclusion across all levels.
- Recognition: Frequent shout‑outs, peer‑to‑peer recognition, and performance‑based incentives.
- Well‑being: Flexible schedules, mental health resources, and wellness programs.
Compensation & Benefits
While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates and individual expertise.
- Performance‑based incentive compensation tied to customer success metrics.
- Comprehensive health, dental, vision, and life insurance plans.
- 401(k) retirement plan with company match.
- Paid time off, holidays, and flexible work arrangements.
- Professional development budget and access to industry‑leading training resources.
- Employee wellness initiatives, including gym stipends and mental health support.
Ready to Join brighthush?
If you thrive on building lasting relationships, love turning complex challenges into simple solutions, and want to make a tangible impact on the automotive repair industry, we want to hear from you. Bring your enthusiasm, expertise, and drive for customer success to brighthush, and together we’ll shape the future of shop technology.