Senior Customer Success Manager – Driving Seamless Onboarding, Adoption, and Revenue Expansion for brighthush’s Cloud‑Native Automotive Repair SaaS Platform

About brighthush

brighthush is more than a software vendor – we are the catalyst behind a seismic shift in the automotive repair ecosystem. Since launching our cloud‑native platform in 2019, we have empowered over 30,000 independent repair shops worldwide to streamline every facet of their operations. From workflow automation and touchless payments to real‑time analytics and customer engagement tools, our technology has processed more than 60 million repair orders and facilitated $12 billion in annual payment volume. These numbers illustrate a simple truth: a well‑designed SaaS solution can reshape the daily reality of shop owners, technicians, and their customers.

Our mission is clear and powerful: to give the people behind the hood the tools they need to succeed, while delivering unparalleled value to their customers. We believe technology should be an enabler, not a barrier. That’s why our suite of solutions covers everything from workflow automation and touchless payments to valet pickup and real‑time analytics. We’re not just building software; we’re building relationships, fostering innovation, and creating a culture where every team member can make a measurable impact.

Why brighthush?

At brighthush, you’ll join a purpose‑driven organization that is redefining the automotive repair industry. We combine cutting‑edge technology with a deep understanding of shop owners’ day‑to‑day challenges, giving you the chance to solve real problems that matter. Our culture is built on:

• Impact‑First Mindset: Every decision is measured against customer success and business growth.
• Collaborative Innovation: Cross‑functional teams work together to iterate quickly and deliver value faster.
• Growth & Learning: Continuous professional development is embedded in our career paths.
• Diversity & Inclusion: We celebrate diverse perspectives and create an environment where everyone can thrive.
• Flexibility: Hybrid, remote, or office‑based work options are supported with the tools you need.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the linchpin that transforms a new customer’s excitement into long‑term success. You’ll partner with sales, product, engineering, and support to ensure a seamless handoff, design and execute a world‑class onboarding journey, and champion adoption across every touchpoint in the repair shop ecosystem. Your influence will shape the customer experience, drive retention, and ultimately fuel brighthush’s growth trajectory.

Key Responsibilities

• Sales Collaboration: Work hand‑in‑hand with the sales team to capture post‑close insights, set realistic expectations, and orchestrate a smooth transition from prospect to onboarded customer.
• Onboarding Leadership: Craft a customized onboarding roadmap that blends self‑paced e‑learning, live workshops, and hands‑on coaching. Own the execution of this plan and ensure every milestone is met on time.
• Progress Communication: Maintain a transparent cadence of updates—status reports, milestone alerts, and next‑step reminders—to keep customers informed and engaged.
• Adoption Champion: Drive platform usage across technicians, front‑desk staff, and shop owners by identifying adoption gaps, creating targeted training, and celebrating wins.
• Go‑Live Management: Set realistic go‑live dates, coordinate cross‑functional resources, and verify that all prerequisites (data migration, integrations, user accounts) are in place for a flawless launch.
• Health Monitoring: Track key health metrics (NPS, usage frequency, renewal readiness), flag potential risks, and implement proactive remediation plans.
• Post‑Go‑Live Support: Conduct regular check‑ins, deliver refresher training, and surface opportunities for upsell or expansion.
• Issue Escalation: Capture bugs, feature requests, and customer pain points; collaborate with product and engineering to prioritize and resolve them.
• Documentation & Knowledge Management: Keep meticulous records of all interactions, training sessions, and support tickets in our CRM and knowledge base.
• Customer Advocacy: Serve as the voice of the customer within brighthush, feeding actionable insights back to product, marketing, and engineering teams.

Essential Qualifications

• Minimum of 3 years of experience in B2B customer success, account management, or professional services, preferably within a SaaS environment.
• Proven track record of managing multiple projects simultaneously with strong organizational, time‑management, and communication skills.
• Technical aptitude and hands‑on experience configuring and troubleshooting SaaS platforms.
• Experience managing subscription lifecycles, billing, and renewal processes for SaaS products.
• Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance.
• Deep customer‑obsession and a history of building and maintaining long‑term relationships.
• Calm, professional demeanor under pressure, adept at navigating challenging situations with grace.
• Proficiency in CRM systems (e.g., brighthush CRM) and collaboration tools (e.g., brighthush Workspace).
• College degree in Business, Marketing, Computer Science, or equivalent work experience.

Preferred Qualifications

• Background in the automotive industry or experience with shop management systems.
• Prior exposure to the repair shop technology market or related verticals.
• Knowledge of automotive aftermarket repair shops and their unique operational challenges.
• Experience in customer training or instructional design.
• Familiarity with data analytics or reporting tools to track adoption metrics.

Skills & Competencies

• Analytical Thinking: Ability to interpret data, identify trends, and translate insights into actionable plans.
• Problem‑Solving: Proactive mindset that seeks continuous improvement in the customer journey.
• Energy & Enthusiasm: High‑energy, extroverted personality with genuine passion for helping customers succeed.
• Adaptability: Willingness to learn new products, features, and industry trends quickly.
• Team Collaboration: Strong team‑player mentality, collaborating effectively across sales, support, product, and engineering.
• Attention to Detail: Ensures every customer interaction is documented, followed up, and leveraged for improvement.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Customer Success Manager, you’ll have the chance to:

• Progress into senior customer success roles, such as Customer Success Lead or Director of Customer Success.
• Transition into product management or customer experience strategy, leveraging your deep understanding of customer needs.
• Lead cross‑functional initiatives, working with engineering, marketing, and sales to shape the future of our platform.
• Participate in continuous learning programs, including certifications in SaaS, project management, and customer success frameworks.
• Attend industry conferences and workshops, representing brighthush and staying ahead of market trends.

Company Culture & Work Environment

brighthush is built on a foundation of purpose, innovation, and community. Our culture is defined by:

• Impact‑Driven Work: Every team member is empowered to make decisions that directly influence customer outcomes.
• Collaborative Spirit: We celebrate cross‑departmental collaboration, ensuring that ideas flow freely from front‑line staff to leadership.
• Continuous Improvement: We embrace a growth mindset, encouraging experimentation, learning from failures, and celebrating successes.
• Inclusive Environment: Diversity, equity, and inclusion are core values that shape our hiring, promotion, and day‑to‑day interactions.
• Flexible Work Options: Whether you thrive in a hybrid model, remote, or office‑based environment, we provide the tools and support to succeed.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience, expertise, and the value you bring to brighthush:

• Base Salary: Market‑competitive, commensurate with experience.
• Performance Incentives: Quarterly bonuses tied to customer health metrics, adoption rates, and retention goals.
• Health & Wellness: Comprehensive medical, dental, vision, and life insurance plans.
• Retirement Planning: 401(k) with company match to help you secure your future.
• Paid Time Off: Generous vacation, sick leave, and holidays.
• Professional Development: Reimbursement for certifications, courses, and industry events.
• Work‑Life Balance: Flexible hybrid work environment and supportive policies for remote work.
• Employee Recognition: Regular awards and recognition programs celebrating outstanding contributions.

What You’ll Achieve

In this role, you’ll:

• Turn new sign‑ups into long‑term partners, consistently exceeding adoption and renewal targets.
• Build a scalable onboarding framework that can be replicated across thousands of shops worldwide.
• Drive measurable improvements in customer satisfaction, reflected in a 15%+ increase in NPS year‑over‑year.
• Influence product roadmap decisions by translating frontline insights into actionable feature requests.
• Mentor junior success team members, fostering a culture of continuous learning and high performance.

Day in the Life

Typical days for a Senior Customer Success Manager at brighthush include:

• Morning stand‑up with the CS team to review key metrics and upcoming go‑live dates.
• One‑on‑one coaching sessions with shop owners to troubleshoot workflow challenges.
• Collaborating with product on a new feature that will streamline technician scheduling.
• Analyzing adoption dashboards and preparing a health report for the executive team.
• Facilitating a live workshop for a group of 20 shop owners on advanced analytics.
• Closing the day by updating the knowledge base with new FAQs and best‑practice guides.

FAQs

• What is the typical career path for a Senior Customer Success Manager at brighthush? You can advance to leadership roles such as Customer Success Lead or Director of Customer Success, or pivot into product management or customer experience strategy.
• How does brighthush support remote work? We provide a fully equipped home office stipend, robust collaboration tools, and a flexible schedule that respects work‑life balance.
• What training resources are available? We offer internal onboarding modules, external certification programs, and access to industry conferences and workshops.
• How is performance measured? Success is evaluated through a blend of customer health metrics, adoption rates, renewal rates, and qualitative feedback from customers and stakeholders.

Ready to Join brighthush?

If you are a customer‑obsessed, data‑driven professional who thrives in a fast‑paced, collaborative environment, we want to hear from you. Bring your passion for helping businesses succeed, your knack for turning complex challenges into simple solutions, and your drive to make a measurable impact. Apply today and help shape the future of automotive repair technology with brighthush.