Senior Customer Success Manager – Enterprise & Mid‑Market Growth Strategist for East Coast Clients – Driving AI‑Powered Customer Success at brighthush

About brighthush

At brighthush, we’re on a mission to transform the way people experience waiting. Every year, the world spends an estimated 1 trillion hours in queues, appointments, and service lines. Our cutting‑edge platform turns those moments into seamless, real‑time interactions through virtual waitlists, intelligent scheduling, proactive messaging, and data‑driven analytics. Trusted by more than 10,000 organizations—including global leaders in retail, travel, and hospitality—brighthush has already helped over 250 million people enjoy a radically better waiting experience.

We’re a fast‑growing SaaS company that blends the agility of a startup with the stability and resources of a global organization. Our culture is built on curiosity, innovation, and a relentless focus on customer success. If you’re passionate about solving complex problems, driving measurable impact, and working in a collaborative, high‑energy environment, brighthush is the place for you.

The Opportunity

We’re looking for a Senior Customer Success Manager – Enterprise & Mid‑Market Growth Strategist to partner with our East Coast Mid‑Market and Enterprise customers. In this role, you’ll blend strategic account management, commercial ownership, and technical problem‑solving to help our clients unlock the full value of brighthush’s platform. You’ll be a trusted advisor, a data‑driven strategist, and a hands‑on technical specialist—all while shaping the future of our self‑service and AI‑powered customer experiences.

Key Responsibilities

• AI‑Powered Self‑Service Leadership: Own and continuously improve automated onboarding flows and AI‑driven support tools that empower customers to solve issues independently.
• Customer Lifecycle Ownership: Manage renewals, upsells, downgrades, and churn mitigation across a portfolio of Mid‑Market accounts, driving strong Net Revenue Retention (NRR).
• Complex Technical Support: Serve as the senior human point of contact for intricate business logic and technical challenges that exceed self‑service capabilities.
• Configuration & Integration Consulting: Conduct scheduled workshops to understand customer needs, recommend optimal configurations, and guide integration of brighthush into their operations.
• Insight Generation: Analyze usage data, churn signals, support patterns, and feature gaps to surface actionable insights for both the customer experience and product roadmap.
• Product Collaboration: Partner closely with Product, Engineering, and Marketing to translate customer feedback into product enhancements and go‑to‑market strategies.
• Operational Excellence: Identify and implement process improvements that streamline customer‑facing workflows, support operations, and internal collaboration.

What You’ll Do

• Lead quarterly business reviews with key stakeholders, presenting data‑driven insights and growth recommendations.
• Develop and execute account plans that align with customer objectives and brighthush’s strategic goals.
• Act as a liaison between customers and cross‑functional teams, ensuring timely resolution of escalated issues.
• Champion the adoption of new features and best practices, driving measurable improvements in customer satisfaction scores.
• Mentor junior Customer Success team members, fostering a culture of continuous learning and high performance.
• Represent brighthush at industry events, webinars, and customer conferences to showcase success stories and gather market intelligence.

Essential Qualifications

• Minimum 5 years of experience in Customer Success, Enterprise Account Management, or SaaS renewal management.
• Proven track record of managing the full customer lifecycle, including renewals, expansions, and churn mitigation.
• Strong analytical mindset with the ability to interpret complex data sets and translate findings into actionable strategies.
• Excellent written and verbal communication skills in English, capable of simplifying technical concepts for diverse audiences.
• Demonstrated ability to build trust and influence senior stakeholders across multiple industries.

Preferred Qualifications

• Experience in the hospitality, retail, or travel sectors, with a deep understanding of the unique challenges and opportunities in these industries.
• Hands‑on experience with AI‑driven customer engagement tools, chatbots, or virtual assistant platforms.
• Familiarity with data analytics tools such as SQL, Tableau, or Looker, and the ability to create dashboards that inform business decisions.
• Background in project management, with a proven ability to lead cross‑functional initiatives and deliver results on time and within budget.
• Fluency in additional languages is a plus, especially for serving a diverse East Coast customer base.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market shifts, and align customer goals with brighthush’s vision.
• Customer Advocacy: Passion for championing the customer’s voice and turning feedback into tangible improvements.
• Data Literacy: Comfortable working with large datasets, extracting insights, and presenting findings in a clear, actionable manner.
• Technical Fluency: Understanding of SaaS architecture, API integrations, and the technical nuances that drive platform adoption.
• Leadership & Coaching: Experience mentoring junior team members and fostering a collaborative, growth‑oriented environment.
• Resilience & Adaptability: Ability to thrive in a fast‑paced, evolving environment while maintaining a focus on customer outcomes.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Senior Customer Success Manager, you’ll have access to:

• Structured mentorship programs with senior leaders across Product, Engineering, and Sales.
• Regular learning sessions on emerging AI technologies, customer experience trends, and industry best practices.
• Opportunities to lead cross‑functional initiatives, such as product launches or market expansion projects.
• Clear career pathways to roles such as Director of Customer Success, VP of Enterprise Partnerships, or Head of Customer Experience.
• Support for certifications in data analytics, project management, or AI product management.

Work Environment & Culture

Our culture is a blend of startup agility and global stability. You’ll find:

• Open, transparent communication channels that encourage idea sharing at all levels.
• A collaborative workspace that values diverse perspectives and fosters innovation.
• Flexible work arrangements, including hybrid options and generous paid time off.
• Regular team‑building events, hackathons, and community service initiatives.
• A commitment to sustainability, with initiatives that reduce our carbon footprint and support local communities.

Compensation & Benefits

While specific figures vary by 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 customer 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) matching and financial wellness resources.
• Unlimited vacation policy, parental leave, and wellness stipends.
• Continuous learning budget for courses, conferences, and certifications.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redefining an entire industry. You’ll work alongside passionate engineers, visionary product leaders, and data scientists who are all committed to delivering the best possible experience for our customers. Your work will directly influence how millions of people navigate their daily lives, turning waiting into an opportunity for connection and value.

If you’re ready to take on a role that blends strategy, technology, and customer advocacy—and you want to grow your career while making a tangible impact—brighthush invites you to apply. Together, we’ll create a future where waiting is no longer a burden but a seamless, engaging experience.