Senior Customer Success Manager – Global Client Engagement & Retention Specialist at brighthush

About brighthush

brighthush is a forward‑thinking, high‑growth technology company that empowers businesses worldwide to unlock the full potential of their digital ecosystems. With a mission to democratize innovation, we build cutting‑edge solutions that streamline operations, enhance customer experiences, and drive measurable ROI for our clients. Our culture is rooted in collaboration, continuous learning, and a relentless pursuit of excellence. Whether you’re a seasoned professional or an emerging talent, brighthush offers a dynamic environment where your ideas can shape the future of the industry.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the strategic partner for our most valuable clients. You’ll guide them through the full lifecycle of our platform, ensuring they achieve their business objectives, realize maximum value, and become long‑term advocates for our brand. Your influence will extend beyond individual accounts; you’ll collaborate with product, sales, and engineering teams to translate client feedback into actionable enhancements that elevate the entire product roadmap.

Key Responsibilities

• Client Relationship Leadership: Serve as the primary point of contact for a portfolio of high‑impact accounts, building trust and fostering deep, long‑lasting partnerships.
• Strategic Success Planning: Develop and execute tailored success plans that align with each client’s business goals, key performance indicators, and adoption milestones.
• Onboarding & Enablement: Lead comprehensive onboarding programs, ensuring new customers are fully equipped to leverage our platform’s capabilities from day one.
• Renewal & Expansion Management: Drive renewal conversations, identify upsell and cross‑sell opportunities, and collaborate with sales to secure multi‑year contracts.
• Data‑Driven Insights: Monitor usage analytics, churn risk indicators, and satisfaction metrics to proactively address challenges and celebrate wins.
• Product Advocacy: Act as the voice of the customer within brighthush, translating real‑world pain points into product enhancements and feature requests.
• Team Collaboration: Partner with marketing, support, and engineering to deliver seamless, high‑quality service experiences.
• Thought Leadership: Represent brighthush at industry events, webinars, and client conferences, sharing best practices and success stories.
• Continuous Improvement: Identify process gaps, propose workflow optimizations, and champion a culture of continuous improvement across the customer success function.

Essential Qualifications

• Minimum of 5 years of experience in customer success, account management, or a related client‑facing role within a SaaS or technology environment.
• Proven track record of driving customer adoption, retention, and expansion, with quantifiable results (e.g., NPS > 70, ARR growth, churn reduction).
• Exceptional communication and presentation skills, capable of articulating complex concepts to both technical and non‑technical audiences.
• Strong analytical mindset with proficiency in data analysis tools (e.g., Excel, SQL, Tableau) to derive actionable insights.
• Demonstrated ability to manage multiple high‑priority projects simultaneously while maintaining meticulous attention to detail.
• Experience working cross‑functionally with product, sales, and engineering teams to influence roadmap decisions.
• Self‑motivated, proactive, and comfortable operating in a fast‑paced, evolving environment.

Preferred Qualifications

• Background in the fintech, e‑commerce, or digital transformation sectors.
• Experience with customer success platforms such as Gainsight, Totango, or ChurnZero.
• Knowledge of AI/ML technologies and their application in customer experience optimization.
• Fluency in multiple languages, enhancing global client engagement.
• Prior leadership experience managing a team of customer success professionals.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align client goals with brighthush’s product vision.
• Relationship Building: Talent for building rapport, earning trust, and navigating complex stakeholder landscapes.
• Problem‑Solving: Creative, data‑driven approach to diagnosing issues and crafting effective solutions.
• Influence & Negotiation: Skilled at guiding conversations toward mutually beneficial outcomes.
• Adaptability: Comfortable with rapid change, ambiguity, and evolving client needs.
• Collaboration: Strong teamwork orientation, fostering cross‑departmental alignment.
• Customer‑Centric Mindset: Passion for delivering exceptional service and championing the client’s success.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Regular skill‑building workshops covering advanced analytics, product strategy, and leadership development.
• Opportunities to lead cross‑functional initiatives, positioning you for future roles in product management, strategy, or executive leadership.
• Annual conference travel to industry events, ensuring you stay at the forefront of market trends.
• Internal knowledge‑sharing sessions where you can present case studies and best practices to peers.

Work Environment & Culture

brighthush thrives on a culture that values transparency, innovation, and work‑life balance. Our remote‑first model empowers you to work from anywhere, while our collaborative tools keep the team connected. We celebrate diversity, encourage experimentation, and reward bold ideas that push the envelope. Whether you’re coding a new feature, crafting a success plan, or brainstorming a product roadmap, you’ll find a supportive community that values your contributions.

Compensation, Perks & Benefits

We believe in rewarding excellence and fostering a healthy work environment. While specific figures vary by role and location, our comprehensive package includes:

• Competitive Base Salary: Market‑aligned compensation that reflects your experience and impact.
• Equity & Extended Exercise Window: Startup equity with an exercise window extending to 5 years after two years of service, allowing you to benefit from brighthush’s long‑term growth.
• Matching Retirement Plans: Generous 401(k) matching to secure your financial future.
• Home Office Setup: Equipment provided plus a generous allowance for additional expenses, ensuring you have a productive workspace.
• Annual Leave: 25 days of paid vacation, applicable regardless of your location.
• Parental Leave: Generous parental leave programs supporting new parents.
• Flexibility: Freedom to choose how and where you work, with a flexible schedule that respects your personal commitments.
• Phone & Internet Allowance: Monthly stipend to cover communication and connectivity costs.
• Health & Wellness: Comprehensive health, dental, and vision plans, plus access to mental health resources.
• Professional Development: Budget for certifications, conferences, and continuing education.

How to Apply

Ready to shape the future of customer success at brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and impact.

Apply to this role at brighthush

Why brighthush?

At brighthush, you’ll find a place where your expertise is not just recognized but amplified. We empower you to take ownership, experiment boldly, and grow both personally and professionally. If you’re passionate about delivering transformative customer experiences, thrive in a fast‑paced environment, and want to be part of a company that is redefining the tech landscape, we want to hear from you.

Join brighthush today and help us build the next generation of solutions that empower businesses worldwide.