Senior Customer Success Manager – Driving Client Retention, Upsell Growth, and Satisfaction in a Remote, High‑Tech SaaS Environment

About brighthush

brighthush is a forward‑thinking technology leader that delivers cutting‑edge transportation and fleet management solutions to businesses worldwide. Our mission is to empower organizations to streamline operations, reduce costs, and unlock new revenue streams through intelligent data, automation, and real‑time visibility. With a portfolio that spans route optimization, predictive maintenance, and advanced analytics, we are redefining how companies move people and goods. At brighthush, we blend deep industry expertise with a passion for innovation, creating products that not only solve today’s challenges but also anticipate tomorrow’s opportunities.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a culture of collaboration, continuous learning, and impact. Our remote‑first model gives you the flexibility to work from anywhere in the United States while staying connected to a vibrant, global team. We champion diversity, equity, and inclusion, and we believe that the best ideas come from people who bring unique perspectives to the table. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a platform where your voice matters, your growth is accelerated, and your contributions directly shape the future of transportation technology.

Key Responsibilities

• Customer Retention & Success: Own the end‑to‑end customer journey, ensuring high satisfaction scores and long‑term loyalty.
• Business Reviews & Health Checks: Conduct quarterly business reviews (QBRs) with key stakeholders, presenting insights, performance metrics, and actionable recommendations.
• Upsell & Expansion: Identify and nurture upsell opportunities by understanding customer needs, aligning product capabilities, and collaborating with Sales and Product teams.
• Onboarding & Enablement: Lead new customer onboarding initiatives, creating tailored training plans and ensuring smooth adoption of our platform.
• Data‑Driven Advocacy: Leverage CRM data and analytics to forecast churn risks, measure success metrics, and drive proactive engagement strategies.
• Cross‑Functional Collaboration: Partner with Marketing, Product, Engineering, and Support to relay customer feedback, influence roadmap priorities, and deliver exceptional service.
• Thought Leadership: Represent brighthush at industry events, webinars, and user groups, positioning the brand as a trusted advisor in fleet management.

Essential Qualifications

• Minimum of 5+ years of proven experience in Customer Success, Account Management, or a related client‑facing role.
• Track record of driving customer retention, achieving high Net Promoter Scores (NPS), and securing renewals.
• Hands‑on experience with Salesforce or equivalent CRM platforms, including data entry, reporting, and workflow automation.
• Strong communication and active listening skills, with the ability to translate complex technical concepts into clear, actionable insights.
• Demonstrated ability to analyze metrics, identify trends, and recommend data‑driven solutions.
• Self‑motivated, organized, and comfortable managing multiple priorities in a fast‑paced, remote environment.
• Fluency in English, both written and spoken; additional languages are a plus.

Preferred Qualifications

• Experience in SaaS or technology companies serving the transportation, logistics, or supply‑chain sectors.
• Background in route optimization, fleet telematics, or related domains.
• Knowledge of advanced analytics tools (e.g., Tableau, Power BI) and data visualization best practices.
• Previous involvement in product roadmap discussions or feature prioritization.
• Certifications in Customer Success Management (CSM) or related fields.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Relationship Building: Proven skill in cultivating trust with C‑level executives and operational leaders.
• Problem Solving: Creative approach to resolving customer challenges and turning obstacles into opportunities.
• Analytical Acumen: Proficiency in interpreting dashboards, churn models, and usage patterns.
• Project Management: Experience coordinating cross‑functional initiatives with clear milestones and deliverables.
• Adaptability: Thrives in a dynamic environment where priorities shift and new technologies emerge.

Career Growth & Development

At brighthush, we believe that professional growth is a journey, not a destination. As a Senior Customer Success Manager, you’ll have access to:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Regular learning pathways, including certifications in Salesforce, data analytics, and customer success frameworks.
• Opportunities to transition into Product Management, Sales Leadership, or Customer Experience Strategy roles.
• Annual performance reviews that focus on both outcomes and skill development, ensuring you’re always moving forward.
• Participation in industry conferences, hackathons, and internal innovation challenges to broaden your network and expertise.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll find:

• Weekly virtual town halls where leadership shares company updates and celebrates wins.
• Monthly “Innovation Fridays” where teams pitch new ideas and prototype solutions.
• Flexible work hours that respect personal life while meeting client needs.
• A vibrant Slack community with channels for everything from tech support to wellness.
• Annual virtual retreats that combine team building, skill workshops, and fun activities.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success professionals.
• Performance‑based bonuses tied to customer retention, upsell revenue, and NPS improvements.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) matching program to help you build a secure financial future.
• Unlimited paid time off (PTO) and a generous parental leave policy.
• Wellness stipend covering gym memberships, meditation apps, or home office upgrades.
• Continuous learning budget for courses, certifications, and conferences.

How to Apply

Ready to take the next step in your career and help shape the future of fleet management? Click the link below to submit your application and join the brighthush team. We’re excited to learn how your expertise and passion can drive customer success and innovation.