Senior Customer Success Manager – Driving Growth & Retention for Innovative InsurTech Solutions at brighthush
About brighthush
brighthush is a trailblazing insurtech firm that is redefining the commercial auto insurance landscape through cutting‑edge artificial intelligence, data‑driven insights, and a relentless focus on customer success. With a mission to empower businesses with smarter, faster, and more transparent insurance solutions, brighthush is rapidly expanding its footprint across the United States and beyond. Our culture is built on curiosity, collaboration, and a commitment to continuous learning—values that resonate with every member of our remote, high‑performing team.
Why Join brighthush?
At brighthush, you’ll be part of a dynamic, mission‑driven organization that is reshaping an entire industry. We offer a fully remote work environment that empowers you to balance professional growth with personal well‑being. Our people are our greatest asset, and we invest heavily in their development through mentorship programs, learning stipends, and access to industry conferences. If you thrive in a fast‑paced, data‑centric environment and want to make a tangible impact on the future of insurance, brighthush is the place for you.
Position Overview
As a Senior Customer Success Manager at brighthush, you will be the strategic partner for our commercial auto insurance clients. You will guide them through every stage of their journey—from onboarding to renewal—ensuring they extract maximum value from our AI‑powered platform. Your deep understanding of customer needs, combined with analytical rigor and a passion for service excellence, will help us achieve our ambitious growth targets while maintaining the highest levels of client satisfaction.
Key Responsibilities
- Customer Onboarding & Enablement: Lead the end‑to‑end onboarding process for new commercial auto clients, ensuring a seamless transition from sales to operations. Develop tailored training plans, create onboarding documentation, and conduct live demos to accelerate adoption.
- Account Health & Retention: Monitor account performance metrics, identify risk indicators, and proactively engage with clients to address concerns. Own the quarterly business review (QBR) process, presenting insights and actionable recommendations to senior stakeholders.
- Data‑Driven Insights: Leverage Salesforce, HubSpot, and advanced Excel modeling to analyze usage patterns, claim trends, and policy performance. Translate data into clear, compelling narratives that inform product enhancements and client strategies.
- Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing teams to relay customer feedback, prioritize feature requests, and ensure alignment on roadmap initiatives.
- Process Optimization: Continuously refine customer success workflows, documentation, and tooling. Champion the adoption of Atlassian Suite (Jira, Confluence) and Slack for efficient communication and knowledge sharing.
- Mentorship & Leadership: Mentor junior Customer Success Associates, providing coaching on best practices, data analysis, and client engagement techniques.
- Industry Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a trusted advisor in commercial auto insurance.
Essential Qualifications
- 3–6 years of experience in Customer Success, Account Management, or Insurance Services, preferably within the commercial auto insurance sector.
- Proven track record of managing high‑value client portfolios and driving retention and expansion metrics.
- Exceptional communication skills—both written and verbal—across all stakeholder levels.
- Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, macros, data visualization).
- Hands‑on experience with Salesforce and HubSpot CRM platforms.
- Strong familiarity with Slack, Atlassian Suite (Jira, Confluence), and other collaboration tools.
- Analytical mindset with the ability to translate complex data into actionable insights.
- Self‑motivated, detail‑oriented, and comfortable working in a fully remote environment.
Preferred Qualifications
- Experience in the commercial auto insurance industry, including knowledge of underwriting, claims, and policy administration.
- Background in data science or analytics, with experience in building dashboards or predictive models.
- Certifications such as Certified Customer Success Manager (CCSM) or Salesforce Administrator.
- Previous leadership experience managing a team of Customer Success professionals.
- Fluency in additional languages (e.g., Spanish, French) to support a diverse client base.
Key Skills & Competencies
- Customer‑Centric Mindset: Deep empathy for client challenges and a proactive approach to problem‑solving.
- Strategic Thinking: Ability to align customer goals with brighthush’s product roadmap and business objectives.
- Data Literacy: Comfortable working with large datasets, performing trend analysis, and presenting findings.
- Project Management: Skilled at coordinating cross‑functional initiatives, setting timelines, and ensuring deliverables.
- Adaptability: Thrives in a fast‑moving environment, quickly learning new tools and processes.
- Collaboration: Strong interpersonal skills to build relationships with internal teams and external partners.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is designed to accelerate. As a Senior Customer Success Manager, you will have the opportunity to transition into roles such as Customer Success Director, Head of Customer Experience, or Product Management. We provide a structured learning path that includes:
- Monthly knowledge‑sharing sessions with industry experts.
- Annual learning stipend for courses, certifications, or conferences.
- Mentorship from senior leaders across the organization.
- Access to proprietary research and whitepapers on commercial auto insurance trends.
- Opportunities to lead cross‑functional projects that shape the future of our platform.
Work Environment & Company Culture
brighthush is proud of its inclusive, collaborative culture that thrives on transparency and innovation. Our remote-first model means you can work from anywhere in the United States while staying connected through regular virtual town halls, team‑building activities, and informal “coffee chat” sessions. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Every team member is empowered to contribute ideas that shape our product, processes, and culture.
Compensation & Benefits
While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for senior Customer Success roles.
- Performance‑based bonuses tied to client retention, expansion, and satisfaction metrics.
- Equity options that allow you to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) plan with company match.
- Unlimited paid time off and flexible work hours.
- Wellness stipend, mental health resources, and access to virtual fitness classes.
- Technology stipend for home office setup and high‑speed internet.
How to Apply
If you are ready to take your customer success career to the next level and help shape the future of commercial auto insurance, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush. We look forward to exploring how your expertise can drive growth, delight clients, and accelerate our mission to transform the insurance industry.