Senior Customer Success Manager – Championing Revenue Expansion, Strategic Partnerships, and Data‑Driven Client Advocacy in Remote SaaS HR Technology at brighthush

About brighthush

For more than eight decades, brighthush has been a trailblazer in talent intelligence. From its early days as a predictive assessment pioneer, it has evolved into a cloud‑native SaaS powerhouse that empowers HR, recruiting, and learning & development leaders worldwide. Our platform delivers evidence‑based insights that transform hiring, continuous development, and workforce performance. At brighthush, curiosity, data, and collaboration are not buzzwords—they are the foundation of everything we do.

Why This Role Matters

As a Senior Customer Success Manager, you will be the strategic partner that turns our platform into a catalyst for your clients’ success. Your influence will shape how thousands of HR professionals and their organizations achieve measurable outcomes—whether that’s higher retention, faster talent acquisition, or a more engaged workforce. In a remote‑first environment, you’ll enjoy the flexibility of a four‑day work week while delivering the impact of a full‑time role. You’ll be the bridge between our customers and the teams that build and evolve brighthush’s solutions, ensuring that every interaction adds value and drives growth.

Key Responsibilities

Revenue Growth & Expansion

• Identify Upsell & Cross‑Sell Opportunities: Leverage data insights and client business objectives to uncover growth avenues that align with brighthush’s product roadmap. Conduct quarterly business reviews to surface unmet needs and propose tailored solutions.
• Achieve & Exceed Targets: Consistently meet or surpass renewal and expansion quotas, contributing directly to the company’s top‑line growth. Use predictive analytics to forecast renewal likelihood and proactively address potential churn.
• Strategic Account Planning: Develop and execute account plans that map out revenue milestones, adoption pathways, and risk mitigation strategies. Align cross‑functional teams—Sales, Product, and Engineering—to deliver on these plans.
• Revenue Forecasting: Build accurate revenue forecasts for your portfolio, integrating data from usage metrics, customer health scores, and market trends. Present findings to senior leadership to inform strategic decisions.

Strategic Client Engagement

• Quarterly Business Reviews (QBRs): Own the cadence of QBRs, presenting ROI, adoption metrics, and strategic recommendations that reinforce the value of brighthush’s solutions. Use storytelling techniques to illustrate impact and future opportunities.
• Client Advocacy: Serve as the primary voice for customers within brighthush, translating their feedback into actionable product and service enhancements. Champion customer success in executive meetings and product strategy sessions.
• Thought Leadership: Position yourself as a trusted advisor by sharing industry insights, best practices, and emerging trends with clients. Publish white papers, host webinars, and contribute to the brighthush community blog.
• Customer Success Community: Build and nurture a community of practice among key accounts, facilitating peer learning and knowledge sharing.

Lifecycle & Health Management

• Seamless Handover: Transition accounts from Sales to Customer Success with a unified, frictionless experience. Ensure all documentation, onboarding plans, and success metrics are transferred accurately.
• Health Monitoring: Use customer health dashboards to detect early warning signs, implement proactive interventions, and reduce churn. Conduct regular health checks and adjust engagement strategies accordingly.
• Renewal Management: Lead renewal negotiations, ensuring alignment between client expectations and product value. Craft compelling renewal proposals that highlight ROI and future roadmap alignment.
• Churn Prevention: Identify at‑risk accounts and develop targeted retention plans that address specific pain points.

Product Evangelism & Adoption

• Feature Rollouts: Champion new releases, demonstrating tangible ROI and driving adoption across client teams. Create adoption playbooks and run targeted training sessions.
• Feedback Loop: Build robust channels between customers and product teams, ensuring user insights shape future roadmap decisions. Facilitate beta testing and gather qualitative feedback.
• Training & Enablement: Design and deliver onboarding, training, and enablement programs that accelerate user proficiency. Develop self‑service resources, video tutorials, and knowledge base articles.
• Success Metrics: Define and track success metrics that align with client objectives, such as time‑to‑value, feature adoption rates, and satisfaction scores.

Leadership & Mentorship

• Coaching: Mentor junior Customer Success Managers, sharing best practices and fostering a culture of continuous improvement. Conduct regular one‑on‑ones and skill‑building workshops.
• Team Collaboration: Partner with Sales, Product, and Engineering to align on client success strategies and deliver a cohesive experience. Lead cross‑functional initiatives that drive operational excellence.
• Process Improvement: Identify and implement efficiencies in CS workflows, tools, and documentation. Champion automation and data‑driven decision making.
• Leadership Development: Participate in leadership training programs to refine strategic thinking, influence, and stakeholder management.

Essential Qualifications

• Minimum 5 years of experience in SaaS Customer Success or Account Management, ideally within HR technology (Recruiting, HCM, LMS, etc.).
• Proven track record of managing a portfolio of accounts, securing renewals, and driving revenue growth through upsell and cross‑sell initiatives.
• Strong sales acumen: exceptional communication, negotiation, and relationship‑building skills with HR and L&D decision‑makers.
• Data‑driven mindset: ability to analyze customer metrics, derive insights, and guide strategic conversations.
• Proactive, collaborative, and adaptable in a fast‑moving environment.
• Track record of exceeding commercial targets and receiving formal recognition for outstanding performance.
• Deep understanding of the challenges faced by HR, recruiting, and employee development leaders.
• Experience coaching or mentoring peers, with a reputation as a subject‑matter expert.
• Curiosity and creativity: a natural inclination to explore innovative solutions to complex problems.
• Excellent written and verbal communication skills, with the ability to craft compelling narratives for diverse audiences.

Preferred Qualifications

• Experience with AI‑driven talent analytics or predictive assessment platforms.
• Familiarity with customer success tools such as Gainsight, Totango, or similar platforms.
• Background in data science or analytics, enabling deeper conversations around predictive insights.
• Previous experience working in a remote‑first organization.
• Knowledge of HRIS, ATS, or LMS ecosystems.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Relationship Management: Build trust with C‑suite and functional leaders.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Problem Solving: Approach challenges analytically and creatively.
• Project Management: Coordinate cross‑functional initiatives with precision.
• Customer‑Centric Mindset: Prioritize client success above all.
• Data Literacy: Comfortable working with dashboards, analytics, and reporting tools.
• Adaptability: Thrive in a dynamic, fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, learning is a continuous journey. As a Senior Customer Success Manager, you will:

• Participate in leadership development programs designed to groom future Customer Success leaders.
• Attend industry conferences, webinars, and workshops to stay ahead of HR tech trends.
• Collaborate with product and data science teams to influence the next generation of predictive talent solutions.
• Take on stretch assignments that broaden your skill set across sales, product, and operations.
• Earn certifications in customer success, data analytics, or HR technology to enhance your professional profile.
• Receive mentorship from senior leaders who are passionate about your growth and success.
• Access to an internal learning platform with courses on leadership, negotiation, and advanced analytics.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our remote‑first culture means:

• Flexible work hours that respect personal commitments.
• Regular virtual town halls, team‑building events, and cross‑departmental hackathons.
• A culture of continuous feedback, where every voice is heard.
• Commitment to diversity, equity, and inclusion, reflected in our hiring practices and workplace policies.
• Access to a global network of peers and mentors across the organization.
• Opportunities to travel to regional hubs for in‑person collaboration and learning.
• Annual “innovation sprint” where teams prototype new ideas and share learnings.

Compensation & Benefits

• Competitive Base Salary: Market‑aligned with experience and performance.
• Performance Bonus: Earn up to 20% of your base based on revenue and customer success metrics.
• 401(k) with Matching: Secure your future with company‑matched contributions.
• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Paid Time Off: Generous PTO policy plus paid holidays.
• Paid Company Shutdown: Enjoy a fully paid break from December 24th to January 1st.
• New Parent Leave: Paid parental leave to support you and your family.
• Remote Work Flexibility: Work from anywhere in the United States.
• Professional Development: Budget for certifications, courses, and conferences.
• Wellness Programs: Access to mental health resources, fitness stipends, and wellness challenges.
• Technology Stipend: Receive a stipend to equip your home office with the tools you need.
• Employee Stock Purchase Plan: Opportunity to own a piece of brighthush.

How to Apply

Ready to make a tangible impact on the future of HR technology? Submit your application through the link below. We look forward to exploring how your expertise can help brighthush continue to empower organizations worldwide.