Senior Customer Success Manager – Driving Client Success & Strategic Partnerships at brighthush

About brighthush

At brighthush, we’re redefining the way businesses connect with their customers. Our cloud‑native platform empowers enterprises to deliver personalized experiences, streamline operations, and unlock new revenue streams. With a culture rooted in innovation, collaboration, and a relentless focus on customer outcomes, we’re on a mission to help our clients thrive in an ever‑evolving digital landscape.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the linchpin between our customers and the cross‑functional teams that bring our solutions to life. You’ll own the entire customer journey, from onboarding to renewal, ensuring that every interaction drives measurable value. Your deep product knowledge, strategic mindset, and passion for advocacy will help us build lasting partnerships and elevate the customer experience to new heights.

Why This Role Matters

Customer success is the engine that powers sustainable growth. In this role, you’ll:

• Champion the voice of the customer across the organization.
• Translate customer needs into actionable insights for product, engineering, and support.
• Drive adoption, retention, and expansion, directly impacting revenue and market share.
• Mentor junior team members, fostering a culture of continuous improvement.

Key Responsibilities

• Own the “Close the Loop” Process: Ensure that every customer query, feedback, or escalation is tracked, resolved, and documented in our Gainsight platform.
• Deep Product Expertise: Maintain an up‑to‑date understanding of brighthush’s product suite, industry trends, and competitive landscape to provide strategic guidance to clients.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Support, and Engineering to align on customer goals, deliver solutions, and share insights.
• Customer Advocacy: Serve as the primary advocate for customers, translating their pain points into product enhancements and service improvements.
• Mentorship & Coaching: Provide guidance to junior Customer Success Representatives, sharing best practices and fostering professional growth.
• Process Improvement: Identify bottlenecks in the customer journey and recommend process changes that enhance efficiency and satisfaction.
• Data‑Driven Insights: Leverage Gainsight analytics to monitor health scores, churn risk, and upsell opportunities, presenting findings to stakeholders.
• Strategic Account Planning: Develop and execute account plans that align with customer objectives and brighthush’s business goals.
• Renewal & Expansion Management: Lead renewal negotiations and identify cross‑sell or upsell opportunities to maximize lifetime value.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer forums, sharing best practices and success stories.

Essential Qualifications

• Minimum of 6 years of experience in customer success, account management, or a related customer‑centric role.
• Proven track record of managing enterprise‑level accounts and driving adoption, retention, and expansion.
• Strong understanding of SaaS business models, subscription economics, and renewal processes.
• Advanced knowledge of brighthush’s product suite (or equivalent experience with a complex, cloud‑based platform).
• Experience working collaboratively with cross‑functional teams, including Sales, Marketing, Support, and Engineering.
• Excellent communication skills—both written and verbal—across all levels of an organization.
• Analytical mindset with the ability to interpret data, identify trends, and translate insights into action.
• Strong problem‑solving skills and a proactive, solution‑oriented attitude.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field (preferred).

Preferred Qualifications

• Fluency in an additional language to support a global customer base.
• Hands‑on experience with Gainsight or a similar customer success platform.
• Experience in the fintech, e‑commerce, or digital‑marketing sectors.
• Certifications in Customer Success Management (CSM), Certified Customer Success Manager (CCSM), or similar credentials.
• Background in data analytics or experience with SQL, Tableau, or Power BI.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with business objectives.
• Relationship Building: Talent for building trust and rapport with C‑suite executives and technical stakeholders.
• Project Management: Skilled at managing multiple initiatives simultaneously while meeting deadlines.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Adaptability: Comfortable navigating ambiguity and driving change in a fast‑paced environment.
• Data Literacy: Proficiency in interpreting dashboards, health scores, and key metrics.
• Leadership: Ability to mentor, influence, and inspire peers and junior team members.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Senior Customer Success Manager, you’ll have access to:

• Structured mentorship programs with senior leaders.
• Annual learning stipend for courses, certifications, and conferences.
• Cross‑departmental projects that broaden your skill set.
• Clear career pathways to Director, VP, or Chief Customer Officer roles.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Company Culture

Our culture is built on transparency, collaboration, and a commitment to continuous improvement. You’ll find:

• A flat hierarchy that encourages open dialogue and rapid decision‑making.
• Remote‑first flexibility with optional on‑site hubs for collaboration.
• Inclusive hiring practices that celebrate diversity of thought and background.
• Regular team‑building events, hackathons, and community service initiatives.
• A focus on mental and physical well‑being, with resources for stress management and wellness.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent.

• Base Salary: $83,000 – $112,050 (gross, before taxes) depending on experience and location.
• Performance Bonus: Up to 15% of base salary tied to individual and company metrics.
• Equity: Eligible for a grant of brighthush stock options as part of the long‑term incentive plan.
• Health & Wellness: Comprehensive medical, dental, and vision plans for employees and dependents.
• Retirement Savings: 401(k) with company match and Roth options.
• Paid Time Off: Unlimited vacation, paid holidays, and sick leave.
• Professional Development: Tuition reimbursement, certification support, and access to internal learning platforms.
• Additional Perks: Monthly student debt repayment assistance, flexible work schedules, and a generous parental leave policy.

How to Apply

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