Senior Customer Success Manager – Driving Customer Happiness, NPS, and Revenue Growth at brighthush
Introduction
At brighthush, we’re redefining the way businesses connect with their customers. As a fast‑growing B2B SaaS platform, we empower enterprises to streamline operations, unlock insights, and deliver exceptional experiences. Our mission is simple: help our clients thrive by turning every interaction into a lasting partnership. If you’re passionate about customer advocacy, data‑driven strategy, and leading high‑performing teams, we want you to join our remote, collaborative culture.
Role Overview
As the Senior Customer Success Manager at brighthush, you will be the catalyst for customer delight and revenue expansion. Reporting directly to the Senior Manager – Customer Support, you’ll partner with cross‑functional leaders to elevate our Net Promoter Score (NPS), reduce churn, and accelerate Monthly Recurring Revenue (MRR) growth. Your influence will shape the customer journey from onboarding to renewal, ensuring that every touchpoint reflects brighthush’s commitment to excellence.
Key Responsibilities
- Lead the Customer Success Happiness Function: Build, mentor, and inspire a team of Customer Success Leads and Associates. Design training programs that embed a customer‑first mindset and measurable performance standards.
- Operational Excellence: Own the end‑to‑end CS processes—onboarding, ticket triage, escalation, and feedback loops. Continuously refine workflows to achieve faster response times and higher resolution rates.
- Strategic Initiatives: Develop and execute initiatives that lift NPS and overall customer satisfaction. Leverage data analytics to identify pain points, forecast churn, and propose proactive solutions.
- Cross‑Department Collaboration: Partner with Marketing to craft post‑sales engagement campaigns that deepen product adoption. Work closely with Sales to surface and resolve inter‑departmental challenges, ensuring a seamless handoff from prospect to customer.
- Performance Management: Set clear KPIs for your team—reference rates, churn reduction, MRR growth, and product usage metrics. Conduct regular performance reviews, provide actionable feedback, and celebrate wins.
- Customer Advocacy: Serve as the voice of the customer within brighthush. Translate client insights into product roadmap contributions and process improvements.
- Continuous Learning: Stay ahead of industry trends, emerging SaaS best practices, and new customer success technologies. Share knowledge with the broader organization through workshops and internal newsletters.
Essential Qualifications
- Postgraduate degree (MBA or equivalent) with a focus on business strategy, operations, or customer experience.
- 7–10 years of progressive leadership experience in a Customer Success or Account Management role within a B2B SaaS environment.
- Proven track record of driving NPS improvements, reducing churn, and expanding MRR in a subscription‑based business.
- Exceptional communication skills—both written and verbal—across all organizational levels.
- Strong analytical mindset with proficiency in data tools (e.g., SQL, Tableau, or similar) to derive actionable insights.
- Technical fluency: comfortable navigating SaaS platforms, APIs, and integration concepts.
- Process‑oriented leadership style that balances structure with agility.
- Demonstrated ability to coach, empower, and develop high‑performing teams.
Preferred Qualifications
- Experience in a high‑growth startup or scale‑up environment.
- Background in customer success for enterprise‑grade SaaS products.
- Knowledge of customer journey mapping and journey analytics tools.
- Fluency in multiple languages is a plus.
- Certifications such as Certified Customer Success Manager (CCSM) or similar.
Skills & Competencies
- Customer‑Centric Mindset: Always prioritizes the customer experience in every decision.
- Strategic Thinking: Translates data into long‑term growth strategies.
- Leadership & Coaching: Inspires teams to exceed goals while fostering a culture of continuous improvement.
- Problem‑Solving: Tackles complex challenges with creative, pragmatic solutions.
- Communication: Articulates ideas clearly to stakeholders, partners, and customers.
- Adaptability: Thrives in a fast‑moving, remote work environment.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as our product roadmap. As a Senior Customer Success Manager, you’ll:
- Progress to Director of Customer Success within 2–3 years, overseeing a global CS organization.
- Lead cross‑functional initiatives that influence product development, marketing, and sales strategies.
- Participate in executive leadership meetings, shaping the company’s long‑term vision.
- Access to continuous learning—internal workshops, industry conferences, and a generous budget for external certifications.
- Mentor junior managers and contribute to a culture of knowledge sharing.
Work Environment & Culture at brighthush
We believe that great work starts with a great environment. Our remote-first culture means you can work from anywhere while staying connected through:
- Weekly virtual team huddles and monthly all‑hands meetings.
- Open‑door communication channels—Slack, Teams, and an internal knowledge base.
- Flexible working hours that respect work‑life balance.
- A collaborative mindset that values diverse perspectives and encourages experimentation.
- Regular virtual social events—game nights, wellness challenges, and coffee chats.
Compensation, Perks, and Benefits
While specific figures vary by experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for senior CS leadership.
- Performance‑based bonuses tied to NPS, churn, and MRR metrics.
- Equity options that allow you to share in the company’s success.
- Comprehensive health, dental, and vision insurance for you and your dependents.
- Unlimited paid time off and a generous parental leave policy.
- Annual professional development stipend and reimbursement for certifications.
- Access to a company‑wide wellness program, including virtual fitness classes and mental health resources.
- Fully reimbursed home‑office setup and monthly stipend for high‑speed internet.
How to Apply
Ready to make a tangible impact on customer happiness and drive measurable growth? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Success leadership team. We’re excited to hear how your experience aligns with our mission to empower customers worldwide.