Senior Customer Success Manager – Facility Solutions & Operations Excellence at brighthush

About brighthush

brighthush is a trailblazing leader in the facility management technology space, empowering organizations with multiple locations to streamline repairs, maintenance, service provider coordination, asset tracking, and day‑to‑day operations. Our flagship platform, Pebble, is a cloud‑based, end‑to‑end solution that centralizes work orders, communication, estimates, invoices, response times, and location history into a single, intuitive interface. By marrying cutting‑edge software with a customer‑centric approach, brighthush helps businesses reduce downtime, cut costs, and elevate the experience of their employees, tenants, and customers.

The Opportunity

We are seeking an energetic, results‑driven Customer Success Manager to become the trusted partner for our growing portfolio of facility‑heavy clients. In this role, you will be the bridge between brighthush’s technology and the people who rely on it daily. You’ll guide new accounts from onboarding through long‑term adoption, ensuring they extract maximum value from Pebble and the broader brighthush ecosystem.

Why brighthush?

• Impactful Work – Every interaction you have directly influences how thousands of people experience their workplaces.
• Growth‑oriented Culture – We champion continuous learning, cross‑functional collaboration, and data‑driven decision making.
• Competitive Compensation – Base salary plus a performance‑based bonus, complemented by a comprehensive benefits package.
• Flexibility – Remote work with occasional travel to client sites (primarily within Florida).
• Innovation Hub – Work alongside product, engineering, and sales teams to shape the future of facility management.

Key Responsibilities

As a Customer Success Manager at brighthush, you will own the end‑to‑end customer journey, from initial engagement to renewal and expansion. Your day‑to‑day activities will include:

• Onboarding Leadership – Design and execute a customized onboarding roadmap for each new client, ensuring a smooth transition to Pebble.
• Account Health Monitoring – Track usage metrics, response times, and service quality indicators to identify adoption gaps and opportunities.
• Stakeholder Engagement – Conduct regular check‑ins with owners, COOs, facilities leaders, operations teams, finance departments, and location managers.
• Issue Escalation & Resolution – Collaborate with the Service Team to triage and resolve escalated problems, communicating status updates transparently.
• Business Reviews – Lead quarterly business reviews, presenting insights, ROI, and strategic recommendations.
• Retention & Expansion – Identify churn risks, propose retention strategies, and surface upsell or cross‑sell opportunities to the Account Executive.
• Feedback Loop – Capture client feedback and relay actionable insights to product, sales, and operations teams.
• Documentation & Reporting – Maintain meticulous records of client interactions, goals, and account activity in HubSpot and Pebble.
• On‑Site Visits – Travel to client locations in Florida as needed to conduct in‑person training or issue resolution.

Essential Qualifications

• Minimum of 3 years’ experience in customer success, account management, or client services within a B2B SaaS or facility‑management context.
• Proven track record of managing multiple enterprise accounts simultaneously.
• Exceptional communication and relationship‑building skills, with the ability to engage executives and frontline staff alike.
• Calm, solution‑oriented mindset when handling frustrated or high‑pressure situations.
• Hands‑on experience conducting onboarding sessions, training workshops, and business reviews.
• Strong analytical skills – ability to interpret operational data and translate it into actionable recommendations.
• Demonstrated commitment to follow‑through and accurate record‑keeping.
• Proficiency with CRM systems (HubSpot, Salesforce, etc.), customer success platforms, or CMMS tools.
• Experience working with multi‑location organizations (hospitality, retail, healthcare, construction, or corporate real‑estate) is highly desirable.
• Self‑motivated, remote‑friendly professional with a willingness to travel within Florida.

Preferred Qualifications

• Background in facility operations, property management, or related fields.
• Knowledge of industry standards such as ISO 9001, ISO 14001, or LEED certification processes.
• Experience with data‑driven performance dashboards and KPI reporting.
• Fluent in multiple languages (Spanish, French, Mandarin) – a plus for diverse client bases.

Skills & Competencies

• Customer‑Centric Mindset – Always put the client first and anticipate their needs.
• Strategic Thinking – Translate operational challenges into strategic solutions.
• Project Management – Coordinate cross‑functional initiatives with precision.
• Data Literacy – Interpret usage data, financial metrics, and service reports.
• Adaptability – Thrive in a fast‑paced, evolving SaaS environment.
• Collaboration – Work seamlessly with sales, product, engineering, and support teams.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will:

• Participate in a structured onboarding program that includes mentorship from senior Customer Success leaders.
• Access a library of internal and external training resources covering product deep dives, industry trends, and soft‑skill development.
• Earn certifications in customer success frameworks (CSM, CSF, etc.) through our partnership with industry bodies.
• Progress into senior roles such as Senior Customer Success Manager, Director of Customer Success, or even VP of Customer Experience as you demonstrate impact.
• Contribute to product roadmap discussions, influencing the next generation of Pebble features.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote‑first model is supported by:

• Weekly virtual town halls where leadership shares company updates and celebrates wins.
• Monthly hackathons that encourage cross‑departmental innovation.
• Annual retreats that blend team building with strategic planning.
• Open‑door policy that invites feedback at all levels.

Compensation & Benefits

While specific figures vary by experience and location, the typical compensation package includes:

• Competitive base salary commensurate with market rates for Customer Success Managers in the SaaS sector.
• Performance‑based bonus structure tied to client satisfaction, renewal rates, and expansion revenue.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work schedule and remote work options.
• Professional development stipend for courses, conferences, and certifications.

What Matters at brighthush

Our core values guide everything we do:

• Client First – We listen before we speak, ensuring solutions truly meet client needs.
• Integrity – We own mistakes, communicate openly, and act with honesty.
• Accountability – Follow through on commitments and deliver on promises.
• Collaboration – Work together across teams to achieve shared goals.
• Innovation – Continuously seek better ways to serve clients and improve our platform.

Ready to Join brighthush?

If you are passionate about transforming facility operations, thrive in a fast‑moving SaaS environment, and want to make a tangible impact on our clients’ success, we want to hear from you. Apply today and become a key player in shaping the future of facility management with brighthush.