Senior Customer Success Manager – Enterprise Account Leadership & Strategic Growth at brighthush
About brighthush
brighthush is a trailblazing leader in the real‑estate media technology space, empowering agencies, photographers, and marketing teams to create stunning visual stories that drive engagement, conversions, and revenue. With a mission to democratize high‑impact media, brighthush delivers an intuitive, cloud‑native platform that scales from small boutique firms to global real‑estate giants. Our culture is built on innovation, collaboration, and a relentless focus on customer success. Whether you’re a seasoned professional or a rising star, you’ll find a place at brighthush where your ideas shape the future of real‑estate media.
Why Join brighthush?
- Impact at Scale: Work with the largest media partners in the industry and help them unlock new revenue streams.
- Remote‑First Flexibility: Choose the workspace that fuels your productivity—whether that’s a home office, a co‑working space, or a coffee shop.
- Growth & Development: Access to continuous learning programs, mentorship, and a clear career ladder that rewards performance.
- Inclusive Culture: A diverse, supportive community that celebrates every voice and encourages authentic collaboration.
- Competitive Compensation: A base salary aligned with market standards, performance‑based equity, and a comprehensive benefits package.
Role Overview
As a Senior Customer Success Manager at brighthush, you will be the trusted partner for our most strategic enterprise accounts. You’ll own the entire customer lifecycle—from onboarding and launch to ongoing adoption and expansion—ensuring that each client realizes maximum value from our platform. Your influence will shape product roadmaps, drive retention, and elevate the overall customer experience.
Key Responsibilities
- Onboarding & Launch Excellence: Design and execute customized onboarding plans for each new account, coordinating with Sales, Product, Engineering, and Support to deliver a seamless launch.
- Executive Relationship Management: Serve as the primary point of contact for up to 75 high‑value enterprise accounts, building deep, strategic relationships with C‑suite and senior stakeholders.
- Account Health & Retention: Monitor health metrics, identify early warning signs, and develop proactive mitigation plans to prevent churn.
- Executive Business Reviews (EBRs): Lead quarterly EBRs, presenting performance insights, aligning on future goals, and recommending actionable next steps that drive incremental value.
- Risk Management & Escalation Resolution: Detect at‑risk accounts, orchestrate cross‑functional responses, and manage cancellations or escalations with diplomacy and data‑driven solutions.
- Adoption & Engagement: Drive product adoption through targeted training, best‑practice workshops, and continuous outreach, ensuring customers fully leverage new features and integrations.
- Feedback Loop & Product Advocacy: Capture customer insights and champion them within the product team to influence future releases and enhancements.
- Process & Tool Optimization: Continuously refine internal workflows, documentation, and tooling to improve efficiency and customer satisfaction.
Essential Qualifications
- Bachelor’s degree in Business, Marketing, Communications, or a related field.
- 5+ years of experience in account management, customer success, or a client‑facing role within SaaS or technology.
- Proven track record managing a portfolio of high‑value accounts, consistently meeting or exceeding retention and health targets.
- Strong analytical mindset with the ability to interpret health data, usage metrics, and financial indicators to drive decisions.
- Excellent communication and interpersonal skills, capable of building rapport quickly and handling difficult conversations with tact.
- Demonstrated ability to lead executive‑level business reviews and strategic conversations.
- High technical aptitude: comfortable learning and mastering evolving software platforms and troubleshooting complex issues.
- Strong organizational and time‑management skills, balancing multiple priorities and tight deadlines.
Preferred Qualifications
- Experience in the real‑estate or media technology industry.
- Background in product management or engineering, providing a deeper understanding of the platform’s capabilities.
- Experience with customer success tools such as Gainsight, Totango, or similar platforms.
- Knowledge of data analytics tools (SQL, Tableau, Power BI) to derive actionable insights.
Skills & Competencies
- Strategic Thinking & Visionary Leadership
- Customer‑Centric Mindset with a passion for delivering exceptional value
- Data‑Driven Decision Making
- Cross‑Functional Collaboration & Influence
- Problem‑Solving & Creative Innovation
- Adaptability & Resilience in a fast‑paced environment
- Proficiency in CRM and customer success platforms
Career Growth & Learning Opportunities
At brighthush, your career trajectory is designed to accelerate. As a Senior Customer Success Manager, you’ll have the opportunity to:
- Progress to a Director or VP of Customer Success role, overseeing a larger portfolio and shaping company‑wide strategy.
- Lead cross‑functional initiatives, such as product launches or enterprise enablement programs.
- Participate in leadership development programs, mentorship circles, and industry conferences.
- Earn equity awards that align your success with the company’s growth.
Work Environment & Culture
brighthush thrives on a remote‑first philosophy that empowers employees to work from wherever they feel most productive. Our culture is defined by:
- Transparent communication and open feedback loops.
- Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
- Regular virtual town halls, hackathons, and wellness initiatives.
- A collaborative environment where cross‑departmental teams co‑create solutions.
Compensation & Benefits
While specific figures vary by location, the base salary for this role aligns with industry standards for senior customer success professionals. In addition to a competitive base, you will be eligible for:
- Performance‑based equity awards that reward your impact on company growth.
- Health, dental, and vision insurance plans.
- 401(k) matching and retirement planning resources.
- Generous paid time off, parental leave, and flexible scheduling.
- Continuous learning stipend and access to professional development courses.
- Annual team retreats and virtual social events.
How to Apply
If you are a strategic thinker, data‑driven problem solver, and passionate advocate for customer success, we want to hear from you. Join brighthush and help shape the future of real‑estate media while advancing your career in a supportive, growth‑oriented environment.