Senior Customer Success Manager – Enterprise & Mid‑Market SaaS & E‑Commerce Account Leadership at brighthush

About brighthush

brighthush is a trailblazing subscription platform that empowers brands to master recurring commerce, elevate customer retention, and unlock sustainable growth. By blending cutting‑edge technology with data‑driven insights, we help businesses of all sizes transform their customer relationships into long‑term, profitable partnerships. Our mission is simple: to make subscription commerce effortless, scalable, and profitable for every brand we serve.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑energy team that thrives on innovation, collaboration, and a relentless focus on customer success. We celebrate diversity, encourage continuous learning, and reward bold ideas that drive real impact. Whether you’re a seasoned professional or an ambitious leader, you’ll find a culture that values ownership, transparency, and a healthy work‑life balance.

Role Overview

As a Senior Customer Success Manager, you will be the trusted advisor for our mid‑market and enterprise SaaS accounts. You’ll own the end‑to‑end customer journey, ensuring that each client achieves measurable value from our platform, renews confidently, and becomes a passionate advocate for brighthush. Your strategic mindset, consultative approach, and resourcefulness will be critical in driving adoption, mitigating churn, and uncovering upsell opportunities.

Key Responsibilities

• Account Ownership: Serve as the primary point of contact for 15–25 mid‑market and enterprise accounts, building deep, trusted relationships with C‑suite executives, product leads, and finance stakeholders.
• Strategic Success Planning: Develop and execute annual success plans that align with each client’s business objectives, product roadmap, and key performance indicators.
• Renewal & Expansion Leadership: Lead the renewal process, negotiating contracts, identifying upsell and cross‑sell opportunities, and ensuring a smooth transition to the account executive team.
• Customer Advocacy & Reviews: Facilitate quarterly business reviews (QBRs), gather feedback, and translate insights into actionable product enhancements and service improvements.
• Data‑Driven Insights: Leverage analytics tools (e.g., Salesforce, Gainsight, Tableau) to monitor usage, health scores, and churn risk, and proactively address gaps.
• Collaboration & Knowledge Sharing: Partner with Product, Engineering, Marketing, and Sales to relay customer insights, influence roadmap decisions, and champion the customer voice.
• Team Leadership & Mentorship: Mentor junior Customer Success Managers, share best practices, and contribute to the continuous improvement of our CS processes.
• Process & Tool Optimization: Identify inefficiencies in workflows, propose automation solutions, and implement tools that enhance scalability and customer experience.

Essential Qualifications

• 3–5 years of experience managing mid‑market or enterprise SaaS accounts, preferably in the e‑commerce or subscription commerce space.
• Proven track record of driving renewals, upsells, and customer satisfaction metrics.
• Strong consultative relationship management skills with the ability to influence C‑level stakeholders.
• Exceptional communication, negotiation, and presentation abilities.
• Strategic thinker with a data‑driven mindset; comfortable using Excel, CSV, and CRM analytics.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field (or equivalent experience).

Preferred Qualifications

• Experience in a fast‑growth SaaS startup environment.
• Knowledge of e‑commerce platforms (Shopify, BigCommerce, Magento) and subscription billing systems.
• Certifications in Customer Success (CSM), Salesforce, or related tools.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Skills & Competencies

• Strategic Account Planning & Execution
• Customer Lifecycle Management
• Data Analysis & KPI Tracking
• Negotiation & Deal Closure
• Cross‑Functional Collaboration
• Problem‑Solving & Resourcefulness
• Leadership & Mentoring
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Success Manager, you’ll have the chance to:

• Progress to a Director of Customer Success or Head of Customer Experience role.
• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Participate in a structured mentorship program with senior leaders across the organization.
• Access a curated library of learning resources, including courses on SaaS metrics, customer psychology, and advanced Excel techniques.

Work Environment & Culture

Our remote-first culture empowers you to work from anywhere in the United States or Canada while staying connected to a vibrant, collaborative community. We host quarterly virtual town halls, monthly hackathons, and spontaneous “coffee chat” sessions to foster camaraderie and knowledge exchange. At brighthush, we celebrate wins, learn from challenges, and continuously iterate on our processes to deliver the best experience for our customers and our team.

Compensation & Benefits

We offer a competitive salary range of USD 105,000 – 135,000 per year, commensurate with experience and performance. In addition to base pay, you’ll receive:

• Performance‑based bonuses tied to customer retention and expansion metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid parental leave and family‑friendly policies.
• Unlimited paid time off (PTO) to support work‑life balance.
• Flexible work hours and a fully remote setup with a stipend for home office equipment.
• Annual professional development budget for courses, certifications, and conferences.
• Employee wellness program, including virtual fitness classes and mental health resources.

How to Apply

If you’re passionate about driving customer success, thrive in a fast‑paced SaaS environment, and want to make a tangible impact on brands worldwide, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.