Senior Customer Success Manager – Global Client Relations & Retention Lead at brighthush

About brighthush

At brighthush, we’re redefining the way businesses connect with their customers. Our mission is to empower organizations worldwide with cutting‑edge customer success solutions that blend data, automation, and human insight. With a global footprint that spans North America, Europe, and Asia, brighthush is a fast‑growing, remote‑first startup that values innovation, collaboration, and a culture of continuous learning.

As we expand our customer success organization, we’re looking for a seasoned Senior Customer Success Manager who can lead high‑impact initiatives, nurture long‑term relationships, and drive measurable growth for our clients. If you thrive in a dynamic, fast‑paced environment and are passionate about turning customer insights into actionable strategies, we want to hear from you.

Key Responsibilities

• Client Relationship Leadership: Serve as the primary point of contact for a portfolio of enterprise‑level customers, building trust and ensuring they achieve their desired outcomes with brighthush’s platform.
• Strategic Account Planning: Develop and execute account plans that align with each client’s business objectives, identifying upsell and cross‑sell opportunities while maintaining a focus on retention.
• Customer Advocacy: Champion customer needs within brighthush, collaborating with product, engineering, and marketing teams to influence roadmap decisions and feature enhancements.
• Data‑Driven Success Metrics: Own the health score for each account, leveraging analytics to forecast churn risk, identify adoption gaps, and recommend proactive interventions.
• Onboarding & Enablement: Lead the end‑to‑end onboarding process for new clients, ensuring a smooth transition from sales to success and setting the stage for long‑term adoption.
• Team Collaboration: Mentor junior success managers, share best practices, and contribute to the development of internal knowledge bases and playbooks.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a thought leader in customer success and retention.
• Continuous Improvement: Identify process bottlenecks, propose enhancements, and work cross‑functionally to implement solutions that improve efficiency and customer satisfaction.

Essential Qualifications

• Minimum 5 years of experience in customer success, account management, or a related field, preferably in SaaS or technology companies.
• Proven track record of managing enterprise‑level accounts, with demonstrable success in driving renewals, expansions, and customer satisfaction.
• Strong analytical mindset with proficiency in using CRM and analytics tools (e.g., Salesforce, Gainsight, HubSpot, Mixpanel).
• Excellent communication skills—both written and verbal—across all levels of an organization, including C‑suite executives.
• Experience leading cross‑functional initiatives and collaborating with product, engineering, and marketing teams.
• Self‑motivated, results‑driven, and comfortable working in a remote‑first, fast‑moving startup environment.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related discipline.

Preferred Qualifications

• Experience in the customer success domain for B2B SaaS platforms with a focus on data‑driven decision making.
• Knowledge of customer success frameworks such as the Customer Success Playbook, NPS, CSAT, and CES metrics.
• Prior experience managing or mentoring a team of customer success professionals.
• Familiarity with automation and workflow tools (e.g., Zapier, Integromat, or native platform integrations).
• Fluency in multiple languages is a plus, given our global client base.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day client interactions.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and turning feedback into action.
• Data Literacy: Comfortable interpreting dashboards, metrics, and customer health scores to drive decisions.
• Project Management: Skilled at juggling multiple priorities, setting clear milestones, and meeting deadlines.
• Collaboration & Influence: Proven ability to work with cross‑functional teams and influence stakeholders without direct authority.
• Adaptability: Thrives in a constantly evolving environment, quickly learning new tools and processes.
• Leadership: Demonstrated ability to mentor, coach, and inspire junior team members.

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 into a Director of Customer Success role, overseeing a larger portfolio and shaping the overall strategy.
• Lead cross‑departmental initiatives that influence product development, marketing campaigns, and sales enablement.
• Participate in leadership development programs, including mentorship from senior executives and access to industry conferences.
• Contribute to the creation of internal training materials, playbooks, and knowledge bases that benefit the entire organization.
• Take ownership of new market segments or verticals, expanding brighthush’s footprint and driving revenue growth.

Work Environment & Company Culture

brighthush is a remote‑first company that values flexibility, transparency, and a results‑oriented approach. Our culture is built on:

• Inclusivity: A diverse workforce that brings a wide range of perspectives and ideas.
• Collaboration: Open communication channels, regular all‑hands meetings, and a shared commitment to our mission.
• Continuous Learning: Access to a curated library of courses, certifications, and a generous learning stipend.
• Work‑Life Balance: Flexible working hours, generous vacation policy, and a focus on mental well‑being.
• Innovation: A culture that encourages experimentation, rapid iteration, and data‑backed decision making.

Compensation, Perks & Benefits

• Competitive Base Salary: Market‑aligned compensation commensurate with experience.
• Performance Bonuses: Quarterly and annual bonuses tied to individual and company performance metrics.
• Equity & Extended Exercise Window: Startup equity with an exercise window extending to 5 years after 2 years of service, giving you long‑term upside.
• Matching Retirement Plans: Company‑matched 401(k) or equivalent retirement plan.
• Home Office Setup: Equipment provided plus a generous allowance for additional expenses.
• Annual Leave: 25 days of paid vacation, regardless of your location.
• Parental Leave: Generous parental leave programs supporting new parents.
• Flexibility: Freedom to choose where and how you work, with support for remote and hybrid arrangements.
• Phone & Internet Allowance: Monthly stipend to cover phone and home internet costs.
• Health & Wellness: Comprehensive health, dental, and vision insurance plans.
• Well‑Being Resources: Access to mental health support, gym memberships, and wellness programs.
• Team Building & Events: Annual retreats, virtual happy hours, and regular team‑building activities.

Why Join brighthush?

When you join brighthush, you’re not just taking a job—you’re becoming part of a movement that’s reshaping customer success worldwide. You’ll work alongside passionate, high‑performing professionals who are eager to push boundaries, share knowledge, and celebrate wins together. Your contributions will directly impact our clients’ success, our company’s growth, and the future of customer experience.

We’re looking for a leader who is ready to step into a role that blends strategy, execution, and mentorship. If you’re excited about building lasting client relationships, driving data‑driven outcomes, and shaping the next generation of customer success practices, we encourage you to apply today.

Ready to make a difference? Apply now and help us light up the world of customer success at brighthush.