Senior Customer Success Manager – Championing Seamless Onboarding, Accelerated Adoption, and Long‑Term Retention for Automotive Technology Solutions at brighthush
About brighthush
brighthush is a pioneering force in the automotive technology ecosystem, redefining how repair shops, service centers, and independent mechanics operate in the digital age. Since our founding in 2019, we have empowered more than 30,000 service centers worldwide, generating over 60 million repair orders and processing upwards of $12 billion in payments each year. Our mission is clear: 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 lasting 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. We foster an environment where ideas are welcomed, experimentation is encouraged, and success is shared.
Role Overview
As a Senior Customer Success Manager at brighthush, you will serve as 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. You will be the bridge that turns a new customer’s excitement into measurable business outcomes.
Key Responsibilities
- Onboarding Leadership: Collaborate with Sales to kick‑start new customer onboarding, setting clear expectations, timelines, and success metrics.
- Training & Enablement: Design, deliver, and iterate engaging online training modules, live webinars, and one‑on‑one coaching sessions that 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, acting as the point of escalation for any blockers.
- Adoption & Engagement: Monitor usage metrics, identify adoption gaps, and implement targeted interventions—such as feature walkthroughs or best‑practice playbooks—to boost engagement.
- Health Monitoring: Track customer health scores, conduct regular check‑ins, and proactively address concerns before they become issues, ensuring a high Net Promoter Score (NPS).
- Feedback Loop: Capture bugs, feature requests, and improvement ideas, escalating them to Product and Support as appropriate, and championing the customer voice within the organization.
- Documentation & Reporting: Maintain meticulous records of all interactions in our CRM, and produce weekly status reports for internal stakeholders, highlighting trends, risks, and opportunities.
- Travel: Minimal travel required (less than 5%) for occasional on‑site visits or industry events, ensuring face‑to‑face engagement with key accounts.
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, with a proven ability to juggle multiple high‑priority initiatives.
- Excellent written and verbal communication abilities, capable of translating complex technical concepts into clear, business‑friendly language.
- Technical aptitude for SaaS platform configuration, troubleshooting, and data analysis, with a hands‑on approach to problem solving.
- Experience with online subscription or SaaS products, including billing, usage analytics, and customer lifecycle management.
- Energetic, extroverted personality with a genuine passion for customer advocacy and a drive to exceed expectations.
- Ability to remain calm and composed under pressure, delivering solutions even in challenging situations.
- College degree or equivalent work experience, with a continuous learning mindset.
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, with a track record of reducing time‑to‑value.
- Knowledge of automotive repair shop operations—valuable but not mandatory, as it enhances empathy and solution relevance.
- Experience with customer‑facing roles in enterprise software environments, where scale and complexity are the norm.
- Proven track record of driving adoption and achieving measurable customer success metrics, such as churn reduction or upsell revenue.
Core Skills & Competencies
- Customer‑centric mindset with a proactive problem‑solving approach, always looking for ways to add value.
- Strong analytical skills to interpret usage data, identify trends, and translate insights into actionable plans.
- Collaboration across cross‑functional teams—Sales, Product, Support, and Engineering—to align on customer outcomes.
- Adaptability to evolving processes, priorities, and market dynamics, thriving in a fast‑paced environment.
- High attention to detail and meticulous documentation practices, ensuring transparency and knowledge transfer.
- Ability to articulate complex technical concepts in simple, business‑friendly language, bridging the gap between tech and business.
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, taking on larger accounts and strategic initiatives.
- Transition into Product Management, Customer Experience, or Sales Engineering based on your interests and skill set.
- Lead cross‑functional initiatives, such as product roadmap workshops, customer advocacy programs, or industry partnership projects.
- Participate in leadership training, mentorship programs, and industry conferences to broaden your skill set and network.
- Earn certifications in SaaS, project management, or customer success frameworks, enhancing your professional credibility.
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, regular town‑hall meetings, and real‑time dashboards that keep everyone informed.
- Innovation: A culture that encourages experimentation, rewards creative solutions, and embraces data‑driven decision making.
- Inclusivity: Commitment to diversity, equity, and inclusion across all levels, ensuring every voice is heard.
- Recognition: Frequent shout‑outs, peer‑to‑peer recognition, and performance‑based incentives that celebrate achievements.
- Well‑being: Flexible schedules, mental health resources, wellness programs, and a supportive environment that values work‑life balance.
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 such as NPS, churn reduction, and upsell revenue.
- Comprehensive health, dental, vision, and life insurance plans for you and your family.
- 401(k) retirement plan with company match, ensuring long‑term financial security.
- Paid time off, holidays, and flexible work arrangements to support personal and professional commitments.
- Professional development budget and access to industry‑leading training resources, including certifications and conferences.
- Employee wellness initiatives, such as gym stipends, mental health support, and wellness challenges.
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.