Senior Customer Success Manager – Driving Growth, Retention, and Innovation for the Green Industry Software Ecosystem at brighthush

About brighthush

brighthush is the leading software platform dedicated to empowering landscapers, arborists, and outdoor service professionals across North America. By integrating three of the most trusted industry solutions into a single, intuitive ecosystem, we help our customers streamline estimating, scheduling, crew training, invoicing, and payments—all while delivering a seamless, technology‑driven experience that elevates their businesses and delights their clients.

Our mission is simple yet ambitious: unlock the full potential of every green‑industry professional we serve. We do this by partnering closely with our customers, providing hands‑on onboarding, continuous training, and proactive support that turns software into a strategic advantage.

brighthush is recognized as a top workplace—earning accolades such as Comparably’s Best Leadership Teams, Happiest Employees, and Inc. Magazine’s Best Places to Work. Our culture is built on collaboration, accountability, and a relentless pursuit of excellence—values that drive everything we do.

Why This Role Matters

As a Senior Customer Success Manager, you will be the linchpin that transforms new implementations into long‑term, high‑value partnerships. You’ll own the post‑implementation journey, ensuring that every client not only adopts our platform but also realizes measurable business outcomes. Your work will directly influence churn, expansion, and the overall health of our customer base.

Key Responsibilities

• Renewal & Expansion Champion – Own the renewal process for high‑ARR accounts, collaborating with Sales and Product to identify upsell opportunities and secure multi‑year commitments.
• Customer Health Steward – Design, monitor, and act on health metrics (usage, NPS, support tickets) to proactively mitigate churn and surface growth opportunities.
• Data‑Driven Insight Generator – Leverage analytics tools (e.g., ChurnZero, Excel) to uncover adoption trends, product friction points, and success stories that inform product roadmap and marketing initiatives.
• Voice of the Customer Advocate – Serve as the primary conduit between our clients and internal teams, translating feedback into actionable product enhancements, training materials, and service improvements.
• Strategic SOP Architect – Develop and refine standard operating procedures for high‑value accounts, ensuring consistent engagement, onboarding, and success practices across the organization.
• Event & Training Lead – Drive feature adoption through webinars, bootcamps, trade shows, and partner events; travel as needed to facilitate in‑person learning experiences.
• Cross‑Functional Partner – Work closely with Sales, Product, Marketing, and Implementation to align customer goals with company objectives, ensuring a unified, customer‑centric approach.
• Continuous Improvement Champion – Identify process gaps, propose efficiencies, and champion a culture of experimentation and rapid iteration.

Essential Qualifications

• 2+ years of experience in Customer Success, Account Management, Business Development, or Management Consulting within a SaaS or technology‑driven environment.
• Proven track record of managing renewals, driving expansion, and reducing churn in a high‑growth company.
• Exceptional communication and executive presence—able to engage C‑suite stakeholders and translate complex data into clear, actionable insights.
• Strong analytical mindset with proficiency in Excel and data‑visualization tools; experience with customer success platforms (e.g., ChurnZero) is highly desirable.
• Demonstrated ability to create structure and processes in ambiguous, fast‑moving environments.
• Bias for action, self‑starter mentality, and a passion for continuous learning and improvement.
• Empathetic, collaborative, and detail‑oriented—capable of juggling multiple priorities while maintaining a high level of customer satisfaction.
• Comfortable with travel (up to 25% of the time) to support events, training, and client visits.

Preferred Qualifications

• Experience in the green industry or with outdoor service professionals.
• Background in product management or user experience research.
• Familiarity with CRM and billing systems specific to the landscaping and arborist sectors.
• Knowledge of SaaS metrics such as LTV, CAC, churn rate, and NPS.

What You’ll Gain

• Career Growth – As brighthush scales, you’ll have clear pathways to senior leadership roles, including Director of Customer Success or VP of Customer Experience.
• Learning & Development – We invest in your professional growth through mentorship, access to industry conferences, and a generous budget for courses, certifications, and tools.
• Impactful Work – Your initiatives will shape the future of the green industry, directly influencing how thousands of professionals manage their businesses.
• Dynamic Environment – Work in a fast‑paced, cross‑functional team where your ideas are heard and implemented quickly.

Culture & Work Environment

At brighthush, we live by our core values: We Before Me, Bias to Act, The Extra 1%, Accountable to Outcomes, Unconditional Transparency, and Forgiveness. These principles guide our daily interactions, decision‑making, and commitment to excellence.

We foster a collaborative, inclusive culture where every team member is empowered to contribute ideas, experiment, and learn from failures. Our remote-first approach means you can work from anywhere in the U.S. or Canada while staying connected through weekly all‑hands, virtual coffee chats, and real‑time collaboration tools.

Compensation & Benefits

• Base Salary – Canada: $80,000–$90,000 CAD; U.S.: $75,000–$85,000 USD.
• Variable Pay – 10–15% bonus tied to individual and company performance metrics.
• 401(k) Matching – U.S. employees receive a 401(k) match; Canadian employees receive an RRSP match.
• Health & Wellness – Comprehensive medical, dental, vision, and mental health coverage (U.S.); HSA‑based benefits plan with drug, dental, and mental health coverage (Canada).
• Unlimited Paid Time Off – Take the time you need to recharge, with paid company holidays and a company‑wide winter break from December 24 to January 1.
• Professional Development – Dedicated budget for courses, certifications, conferences, and tools.
• Equity & Stock Options – Opportunity to participate in brighthush’s equity program as the company grows.
• Work‑Life Balance – Flexible work hours, remote work, and a supportive environment that values personal well‑being.

Equal Opportunity & Accessibility

brighthush is an Equal Employment Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not sponsor work authorization; candidates must have the proper work authorization to work in Canada or the U.S. without sponsorship from brighthush.

We are dedicated to providing accessible employment opportunities in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. For accommodation requests, please contact [email protected].

Ready to Join the brighthush Team?

If you thrive on solving complex problems, enjoy collaborating across functions, and are passionate about helping green‑industry professionals succeed, we want to hear from you. Apply today and become a key driver of growth and innovation at brighthush.