Senior Customer Success Manager – Climate Technology & Sustainability Champion – Driving Global Growth, Client Retention, and Innovation at brighthush

About brighthush

brighthush is more than a technology provider – it is a catalyst for a low‑carbon built environment. With a portfolio that spans cutting‑edge HVACR solutions, intelligent building systems, and real‑time cold‑chain monitoring, we are redefining how buildings consume energy and protect temperature‑sensitive goods. Our reach extends across residential, commercial, and industrial sectors in the UK, EU, and beyond, delivering products that slash carbon footprints, enhance occupant comfort, and provide unparalleled data insights. At the heart of brighthush lies a relentless commitment to marrying advanced engineering, design, and software with a culture of continuous innovation and collaboration. We are on a mission to accelerate the transition to sustainable buildings, and we invite you to join us on this transformative journey.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that the people who build our products are our most valuable asset. We nurture an inclusive, open, and collaborative environment where every voice matters and every idea has the potential to shape the future of climate technology. Whether you’re a seasoned professional, a recent graduate, or someone looking to pivot into a role that makes a tangible impact, brighthush offers a platform to innovate, grow, and leave a lasting legacy. Our remote‑first model empowers you to work from anywhere in the UK or EU while staying connected through regular virtual huddles, team‑building events, and an internal knowledge hub. We celebrate diversity, encourage creative problem‑solving, and reward initiative. Every team member is invited to contribute ideas that shape our products, processes, and culture.

Role Overview

As a Senior Customer Success Manager, you will be the linchpin between our B2B clients, partners, and the cross‑functional teams that deliver our platform. You will own the entire customer lifecycle—from onboarding to expansion—ensuring that every client derives maximum value from the brighthush platform. Your strategic vision, technical acumen, and passion for customer advocacy will drive adoption, retention, and revenue growth across the UK and EU markets. In this role, you will also act as a catalyst for product innovation by translating client insights into actionable roadmap enhancements.

Key Responsibilities

• Build and Sustain Client Relationships – Cultivate deep, trust‑based relationships with executive stakeholders, operations managers, and end‑users. Understand their business objectives, pain points, and success metrics to position brighthush solutions as essential to their operations.
• Lead Seamless Onboarding – Own the end‑to‑end onboarding journey for new clients and partners. Coordinate with Sales, Product, Engineering, and Services to ensure a smooth transition, timely implementation, and rapid time‑to‑value.
• Deliver Tailored Success Plans – Develop and execute customized success plans that align with each client’s goals. Identify opportunities for product adoption, upsell, and cross‑sell while maintaining a focus on measurable outcomes.
• Provide High‑Touch Support & Analytics – Serve as the primary point of escalation for complex issues. Leverage data analytics to diagnose problems, recommend solutions, and proactively mitigate risks.
• Educate & Empower Clients – Conduct product training sessions, workshops, and webinars to deepen client proficiency. Create educational resources that enable clients to maximize platform benefits.
• Champion Client Feedback – Act as the client advocate within brighthush. Capture feedback, translate it into actionable insights, and collaborate with Product and Engineering to drive continuous improvement.
• Track & Report Success Metrics – Monitor key performance indicators such as adoption rates, renewal rates, Net Revenue Retention (NRR), and Net Promoter Score (NPS). Prepare executive summaries that highlight achievements, challenges, and strategic recommendations.
• Drive Process & Tool Improvements – Identify bottlenecks in customer success workflows and propose enhancements. Champion the adoption of new tools and methodologies that increase efficiency and scalability.
• Collaborate with Regional Leadership – Work closely with the UK Country Manager to expand brighthush’s presence in the UK and beyond. Provide market insights, support local initiatives, and contribute to regional growth strategies.
• Mentor and Coach Junior Team Members – Share best practices, provide constructive feedback, and foster a culture of continuous learning within the Customer Success team.
• Represent brighthush at Industry Events – Attend conferences, webinars, and trade shows to showcase our solutions, gather market intelligence, and build brand awareness.
• Collaborate with Marketing on Success Stories – Work with the marketing team to develop case studies, white papers, and customer testimonials that highlight the value of brighthush solutions.

What Success Looks Like

• Client satisfaction scores consistently exceed industry benchmarks.
• NRR targets are met or surpassed through proactive engagement and upsell initiatives.
• High adoption rates (e.g., MAU/WAU) demonstrate deep integration of brighthush solutions into client operations.
• Positive client testimonials and referrals that reinforce brighthush’s reputation as a trusted partner.
• Cross‑functional collaboration that results in streamlined processes and faster issue resolution.
• Active contribution to brighthush’s growth in new markets, driving both revenue and brand awareness.
• Recognition from senior leadership for exemplary customer advocacy and strategic impact.
• Consistent achievement of quarterly and annual customer success KPIs.
• Successful launch of new product features informed by client feedback.

Essential Qualifications

• Minimum 5 years of experience in energy analytics, building optimization, or a related field.
• At least 3 years in a client‑facing role, preferably in customer success or technical support for a SaaS or software company.
• Strong technical foundation in HVAC, building systems, energy efficiency, and measurement & verification (M&V).
• Deep understanding of the built environment and building services market across the UK and EU.
• Proven ability to manage cross‑functional remote teams and deliver results in a fast‑moving environment.
• Exceptional project management skills, with a track record of delivering complex initiatives on time and within scope.
• Excellent verbal and written communication, with the ability to translate technical concepts for diverse audiences.
• Self‑motivated, proactive, and capable of working independently while collaborating effectively with others.
• Legal authorization to work full‑time in the UK and EU; no sponsorship required.
• Experience with CRM and CS tools such as Salesforce, Gainsight, or similar platforms.

Preferred Qualifications

• Experience with SaaS platforms and cloud‑based analytics tools.
• Knowledge of sustainability frameworks, carbon accounting, and regulatory compliance in the HVAC sector.
• Previous exposure to the UK market, including familiarity with local regulations and business practices.
• Demonstrated success in driving customer adoption and expansion in a B2B context.
• Fluency in additional European languages (e.g., French, German, Spanish) is a plus.
• Certifications in project management (PMP, Prince2) or customer success (CSM, CSPO) are advantageous.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer success initiatives with business objectives.
• Customer‑Centric Mindset – Passion for delivering exceptional experiences and turning challenges into opportunities.
• Data‑Driven Decision Making – Proficiency in using analytics to inform strategy and measure impact.
• Influence & Negotiation – Skill in persuading stakeholders and negotiating mutually beneficial outcomes.
• Adaptability – Comfortable navigating ambiguity and adjusting priorities in a dynamic environment.
• Team Leadership – Experience leading or mentoring cross‑functional teams, fostering collaboration and accountability.
• Technical Fluency – Comfortable working with APIs, data dashboards, and cloud platforms.
• Communication Excellence – Ability to craft clear, concise, and persuasive messages for both technical and non‑technical audiences.
• Problem‑Solving – Strong analytical skills and a proactive approach to identifying and resolving issues.
• Time Management – Ability to juggle multiple client accounts and projects while meeting deadlines.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Structured onboarding and continuous training programs that cover technical, product, and soft‑skill development.
• Mentorship from senior leaders who are passionate about nurturing talent and sharing industry insights.
• Opportunities to lead high‑impact projects, such as regional expansion initiatives or product roadmap contributions.
• Cross‑departmental rotations that broaden your skill set and deepen your understanding of the business.
• Access to industry conferences, webinars, and certifications that keep you at the forefront of climate technology.
• Regular knowledge‑sharing sessions where you can present case studies, best practices, and emerging trends.
• Clear career pathways that allow you to transition into senior leadership roles within Customer Success, Product Management, or Business Development.
• Annual performance reviews that include personalized development plans and growth targets.

Work Environment & Culture

brighthush thrives on a culture of openness, collaboration, and continuous improvement. Our remote‑first model empowers you to work from anywhere in the UK or EU while staying connected through regular virtual huddles, team‑building events, and an internal knowledge hub. We celebrate diversity, encourage creative problem‑solving, and reward initiative. Every team member is invited to contribute ideas that shape our products, processes, and culture. In addition, we host quarterly virtual hackathons where cross‑functional teams can prototype new features or process improvements, fostering a spirit of innovation and camaraderie.

The Customer Success team operates in a fast‑paced, data‑driven environment where agility and customer focus are paramount. You will collaborate closely with Product, Engineering, Sales, and Marketing to ensure a seamless experience for our clients, while also driving internal process efficiencies that scale with our growth.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Market‑competitive base salary with performance‑based bonuses.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Flexible time‑off policy with generous paid vacation, sick leave, and personal days.
• Parental leave that supports both mothers and fathers.
• Employee stock‑option or equity participation plans to share in the company’s success.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and team‑building activities.
• Access to a cutting‑edge tech stack and modern collaboration tools.
• Discounts on brighthush products and partner services.
• Remote‑friendly workspace stipend to create an ergonomic home office.

Our Commitment to Inclusion & Belonging

brighthush is an equal‑opportunity employer that values diversity, equity, and inclusion. We actively foster a workplace where every individual feels respected, supported, and empowered to bring their authentic self to work. Our employee resource groups and inclusive policies ensure that all voices are heard and celebrated. We believe that a diverse team drives better decisions, fuels creativity, and accelerates innovation—values that are at the core of our mission to transform the built environment.

Ready to Make an Impact?

If you are a seasoned customer success professional with a passion for sustainability, a knack for building lasting relationships, and a drive to help clients unlock the full potential of climate technology, we want to hear from you. Join brighthush and be part of a team that is redefining the future of building comfort and energy efficiency. Your expertise will fuel innovation, your ideas will shape industry standards, and your impact will be felt across the globe.

Apply Today and embark on a career where your expertise fuels innovation, your ideas shape industry standards, and your impact is felt across the globe.