Senior Customer Success Manager – Franchise Technology & Onboarding Lead (Remote, USA)

About brighthush

brighthush is a forward‑thinking franchise technology provider that empowers community‑centric businesses to thrive in a digital world. With a mission to elevate the customer experience, we deliver a cloud‑based platform that streamlines event management, inventory control, and sales reporting for multi‑location retailers and franchise owners. Our culture is built on collaboration, continuous learning, and a deep commitment to sustainability and family values. As a remote‑first organization, we give our team the flexibility to work from anywhere in the United States while staying connected through regular virtual huddles, innovation sprints, and a vibrant internal community.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the success of 100+ franchise locations, helping them drive sales, improve operational efficiency, and delight their customers.
• Growth & Development: We invest in your professional journey with access to industry conferences, online learning platforms, and mentorship from senior leaders.
• Inclusive Culture: Diversity, equity, and inclusion are core to our values. We celebrate different perspectives and encourage open dialogue.
• Competitive Compensation: A base salary range of $70,000–$90,000, performance bonuses, and comprehensive benefits.
• Work‑Life Balance: Fully remote, flexible hours, and a generous paid time off policy keep you energized and focused.

Key Responsibilities

As the Customer Success Manager at brighthush, you will be the champion of our franchise owners’ experience on the brighthush platform. Your day‑to‑day activities will include:

• Leading end‑to‑end onboarding for new franchise owners, ensuring they are comfortable with pre‑sale, mid‑sale, and post‑sale processes.
• Monitoring platform usage across key modules—consignor tagging, pricing tools, POS integration, and reporting dashboards—and conducting regular KPI reviews.
• Collaborating with the Franchise Coaching Team to align platform adoption with each owner’s business objectives, tailoring training and support accordingly.
• Designing and delivering live and recorded training sessions on new releases, workflow enhancements, and best practices.
• Acting as the escalation point for complex consignor and shopper issues that the help desk cannot resolve, providing context and root‑cause analysis.
• Coordinating pre‑event checks, configuration reviews, and on‑call coverage during peak sales weeks to prevent surprises on sale day.
• Conducting post‑sale reviews, closing tickets, capturing lessons learned, and verifying payouts and reporting accuracy.
• Aggregating structured feedback from owners, consignors, and shoppers into the product backlog, and reporting adoption and satisfaction metrics monthly.

Essential Qualifications

• 5+ years of experience in customer success, account management, or franchise/field support, managing a large portfolio of 100+ accounts or locations.
• Proven track record of onboarding customers onto a SaaS platform and driving measurable adoption.
• Strong analytical mindset with experience building scorecards, KPI dashboards, and conducting data‑driven reviews.
• Excellent written and verbal communication skills; able to translate technical product changes into plain language for non‑technical stakeholders.
• Calm, decisive presence during live events and time‑sensitive issues.
• Proficiency with CRM systems, help desk platforms (Zendesk, Freshdesk, or similar), and reporting tools.
• Background in franchise, multi‑location retail, or event operations.
• Experience supporting both desktop and mobile solutions.
• Familiarity with AI‑assisted support workflows and support bots.
• Experience collaborating with offshore or nearshore support teams.

Preferred Qualifications

• Experience in the resale or consignment retail sector.
• Knowledge of POS integration and inventory management systems.
• Previous role in a startup or high‑growth technology company.
• Certifications in Customer Success Management (CSM) or related fields.

Key Skills & Competencies

• Customer‑centric mindset with a passion for solving complex problems.
• Strategic thinking and the ability to translate business goals into actionable platform adoption plans.
• Strong project management skills, capable of juggling multiple concurrent sales and support initiatives.
• Data literacy: comfortable interpreting usage metrics, churn indicators, and satisfaction scores.
• Adaptability: thriving in a fast‑paced, evolving technology environment.
• Collaboration: working seamlessly with cross‑functional teams—Product, Engineering, Training, and Coaching.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As you grow in this role, you will have the chance to:

• Advance to a Senior Customer Success Manager or Director of Customer Success, overseeing a larger team and shaping strategy.
• Lead product initiatives by translating customer insights into roadmap priorities.
• Mentor junior team members and contribute to internal knowledge bases.
• Participate in industry panels, webinars, and conferences to represent brighthush and stay ahead of market trends.

Work Environment & Culture

Our remote‑first model means you can work from anywhere in the United States. We maintain a strong sense of community through:

• Weekly virtual coffee chats and monthly all‑hands meetings.
• Quarterly virtual retreats focused on team building and skill development.
• An open‑door policy where ideas are welcomed and feedback is encouraged.
• Commitment to sustainability: we offset our carbon footprint and encourage eco‑friendly practices.

Compensation & Benefits

• Base Salary: $70,000–$90,000, commensurate with experience.
• Performance Bonus: Up to 15% of base salary based on adoption and satisfaction metrics.
• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Retirement: 401(k) plan with company match.
• Paid Time Off: 20 days of PTO, plus sick leave and holidays.
• Professional Development: Reimbursement for courses, certifications, and conferences.
• Remote Work Stipend: Monthly allowance for home office setup.

How to Apply

Ready to make a tangible impact on franchise success? Click the link below to submit your application and join the brighthush team. We look forward to learning how your expertise can help us elevate the customer experience for our franchise partners.