Senior Customer Success Manager – Enterprise & Strategic Account Leadership, Adoption & Growth at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers real‑estate media companies to unlock the full potential of their digital assets. By delivering a cloud‑native platform that streamlines content creation, distribution, and analytics, we help our clients accelerate growth, deepen customer engagement, and drive revenue. Our mission is simple: enable every media partner to create, manage, and monetize high‑impact content at scale, while providing the insights and support they need to stay ahead of the curve.

At brighthush, we believe that the future of real‑estate media is built on collaboration, innovation, and a relentless focus on customer success. Our team is composed of passionate professionals who thrive in a fast‑moving, data‑driven environment. Whether you’re a seasoned customer success veteran or an ambitious newcomer, you’ll find a culture that rewards curiosity, creativity, and a commitment to delivering measurable impact.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted partner for our largest and most strategic enterprise accounts. You will own the entire customer journey—from initial onboarding and launch through ongoing adoption, expansion, and renewal. Your influence will shape the long‑term success of our clients, the evolution of our product roadmap, and the overall health of the brighthush ecosystem.

Key responsibilities include:

• Managing a portfolio of up to 75 high‑value enterprise accounts.
• Designing and executing customized onboarding plans that align with each client’s business objectives.
• Leading executive‑level business reviews to surface insights, validate ROI, and identify upsell opportunities.
• Monitoring health metrics, identifying risk signals, and proactively mitigating churn.
• Collaborating cross‑functionally with Sales, Product, Engineering, and Support to deliver a seamless customer experience.
• Driving adoption through training, best‑practice workshops, and continuous engagement.
• Handling escalations and cancellations with empathy and strategic resolution.

Key Responsibilities

Onboarding & Launch Excellence

• Partner with the Sales team to transition new accounts, ensuring a smooth handoff and clear expectations.

• Develop a tailored onboarding roadmap that incorporates technical configuration, data migration, and user training.

• Coordinate with Product and Engineering to resolve any technical challenges that arise during the launch phase.

Strategic Relationship Management

• Serve as the primary point of contact for executive stakeholders, building trust and credibility.

• Conduct regular Executive Business Reviews (EBRs) to assess performance, validate goals, and recommend next steps.

• Identify cross‑sell and upsell opportunities by understanding each client’s evolving needs.

Health Monitoring & Risk Mitigation

• Track key health indicators such as usage frequency, feature adoption, support ticket volume, and NPS scores.

• Use data‑driven insights to spot early warning signs of churn and develop targeted remediation plans.

Adoption & Engagement

• Lead proactive outreach initiatives, including webinars, workshops, and one‑on‑one coaching sessions.

• Provide guidance on best practices for content creation, distribution, and analytics to maximize ROI.

Escalation & Retention Leadership

• Manage escalations with a calm, solution‑oriented approach, ensuring timely resolution and customer satisfaction.

• Collaborate with Support and Product to address systemic issues and prevent recurrence.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 5+ years of experience in account management, customer success, or a closely related client‑facing role.
• Proven track record managing a book of high‑value accounts and meeting retention and health targets.
• Strong technical aptitude with the ability to master evolving software and solve complex problems.
• Experience leading executive‑level business reviews and strategic customer conversations.
• Proficiency in using health data and customer signals to spot risk early and turn around at‑risk accounts.
• Excellent communication and interpersonal skills, including building rapport quickly and handling difficult conversations with tact.
• Strong organization and time‑management skills, with the ability to balance competing priorities and tight deadlines.

Preferred Qualifications

• Experience in the real‑estate media or digital content industry.
• Knowledge of cloud‑native platforms, APIs, and data analytics.
• Previous experience in a high‑growth startup environment.
• Certifications in Customer Success Management (CSM) or related fields.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Customer Advocacy – Passion for championing the customer’s voice within the organization.
• Data‑Driven Decision Making – Comfortable working with metrics, dashboards, and analytics tools.
• Influence & Negotiation – Skilled at persuading stakeholders and driving consensus.
• Project Management – Proven ability to manage complex initiatives across multiple teams.
• Adaptability – Thrive in a fast‑moving, constantly evolving environment.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Senior Customer Success Manager, you will:

• Progress to a Director of Customer Success or Enterprise Account Management role.
• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Participate in leadership training programs, mentorship, and industry conferences.
• Access a robust learning library that includes courses on customer success, data analytics, and leadership.

Work Environment & Culture

• Remote‑First – Work from anywhere in the United States with the flexibility to choose your own environment.

• Collaborative Culture – We value open communication, transparency, and a shared commitment to customer success.

• Diversity & Inclusion – brighthush is proud to be an equal‑opportunity employer that celebrates diverse perspectives.

• Innovation‑Driven – Your ideas will directly influence product development and customer experience.

Compensation & Benefits

• Competitive base salary commensurate with experience and location.

• Performance‑based equity awards that align your success with the company’s growth.

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off, flexible work arrangements, and a 401(k) plan with company match.

• Ongoing professional development budget and access to industry events.

How to Apply

Ready to take the next step in your customer success career? Join brighthush and help shape the future of real‑estate media. Submit your application through our careers portal or click the link below to apply directly.

We look forward to discovering how your expertise and passion can help our clients thrive and our organization grow.