Senior Customer Success Manager – Global Strategic Client Retention & Upsell Growth Champion for Financial Advisory Services at brighthush – Driving Advisor Success with Data‑Powered CRM Solutions

Welcome to brighthush – Empowering Financial Advisors with Next‑Gen CRM Solutions

At brighthush, we’re on a relentless mission to transform the way financial advisors serve their clients. By blending cutting‑edge analytics, intuitive workflows, and a customer‑centric philosophy, our platform becomes an extension of an advisor’s own practice. With a global footprint that supports over 2,000 advisory firms, we help advisors build stronger client relationships, streamline operations, and grow their businesses through technology that works as hard as they do.

Why brighthush is the Ideal Place for Your Next Career Move

Our culture marries entrepreneurial spirit with a commitment to continuous learning, ensuring every team member has the opportunity to grow, innovate, and make a tangible impact on our clients’ success. Below are the key reasons you’ll love working with us:

• Remote‑First Flexibility: Work from anywhere—Vancouver, British Columbia, or beyond—supported by a home‑office stipend, tech allowance, and flexible scheduling.
• Clear Career Pathways: Structured learning, mentorship, and promotion tracks that help you advance from Senior Customer Success Manager to Director of Customer Success or beyond.
• Impactful Work: Directly influence the success of financial advisors who rely on our platform to serve their clients, driving measurable outcomes such as increased client retention, higher upsell revenue, and improved advisor satisfaction.
• Inclusive Culture: A diverse, collaborative team that values every voice, fosters psychological safety, and celebrates differences.
• Innovation Hub: Collaborate with product, engineering, and data science teams to shape the next generation of CRM features, AI‑powered insights, and compliance tools.

Key Responsibilities – Your Role in Action

As a Senior Customer Success Manager at brighthush, you will be the trusted partner for our financial advisory clients. Your day‑to‑day activities will include:

• Account Ownership: Own a portfolio of high‑value accounts, ensuring proactive support, timely updates, and strategic guidance that aligns with each client’s business objectives.
• Retention & Growth Champion: Drive customer satisfaction and loyalty by identifying upsell, cross‑sell, and expansion opportunities while mitigating churn risks.
• Customer Advocacy Lead: Serve as the voice of the customer within brighthush, translating client feedback into product enhancements, process improvements, and roadmap priorities.
• Data‑Driven Insight Generator: Leverage analytics tools (brighthush, brighthush, custom dashboards) to monitor usage patterns, forecast churn risks, and recommend actionable strategies that improve adoption and ROI.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to deliver seamless onboarding, training, and support experiences that exceed client expectations.
• Process Optimization: Continuously refine customer success workflows, documentation, and knowledge base content to improve efficiency, quality, and scalability.
• Reporting & Forecasting: Produce regular reports on account health, renewal rates, upsell performance, and customer satisfaction for internal stakeholders and executive leadership.
• Thought Leadership: Represent brighthush at industry events, webinars, and advisory panels, positioning the company as a thought leader in financial advisory technology.

Essential Qualifications – What We’re Looking For

We’re seeking a seasoned professional who brings a blend of technical acumen, strategic thinking, and a passion for client success. The ideal candidate will:

• Have 3+ years of customer account management experience, preferably within the financial advisory or related financial services sector.
• Demonstrate strong organizational, prioritization, and communication skills, capable of juggling multiple high‑impact accounts simultaneously.
• Show technical aptitude for complex business software, with the ability to troubleshoot, configure, and optimize CRM solutions.
• Be proficient in brighthush platforms (brighthush, brighthush, or similar) and the brighthush suite (Word, Excel, PowerPoint, Outlook).
• Have experience with customer analytics tools such as brighthush and brighthush to drive data‑based decision making.
• Be comfortable using collaboration tools like brighthush Teams, Outlook, and brighthush 365 for internal and client communication.
• Possess a strong understanding of financial advisory workflows and the regulatory environment that governs them.
• Be fluent in English, both written and spoken.

Preferred Qualifications – Extra Distinguishing Factors

While not mandatory, the following experience will set you apart:

• Experience with AI‑powered customer support tools such as brighthush or similar generative AI platforms.
• Background in customer success metrics and KPI development for SaaS or enterprise software.
• Knowledge of financial compliance standards (e.g., GDPR, PCI‑DSS, FINRA) and how they impact CRM usage.
• Previous role in a remote‑first organization with a distributed team.
• Certifications in brighthush administration or customer success management (e.g., brighthush, brighthush, or similar).

Skills & Competencies – The DNA of Success at brighthush

Success at brighthush requires a blend of hard and soft skills:

• Customer‑Centric Mindset: Deep empathy for client challenges and a proactive approach to solving them.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Analytical Proficiency: Comfortable interpreting data dashboards, generating insights, and translating them into action.
• Communication Excellence: Clear, concise, and persuasive communication across all levels of the organization.
• Project Management: Skilled at coordinating cross‑functional initiatives with tight deadlines.
• Adaptability: Thrives in a fast‑paced, evolving environment where priorities shift quickly.
• Team Collaboration: Works effectively with Sales, Product, Engineering, and Marketing to deliver a unified customer experience.

Career Growth & Learning Opportunities – Your Path to Mastery

At brighthush, we invest heavily in the professional development of our team members. As a Senior Customer Success Manager, you will have access to:

• Structured Learning Paths: Curated courses on advanced CRM administration, data analytics, customer success frameworks, and financial compliance.
• Mentorship Programs: Pairing with senior leaders to accelerate skill acquisition and career progression.
• Opportunities to lead cross‑functional projects that shape product roadmaps and customer experience strategies.
• Regular performance reviews and goal setting to align personal ambitions with company objectives.
• Access to industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Internal knowledge‑sharing sessions, hackathons, and innovation labs that encourage experimentation and continuous improvement.

Work Environment & Company Culture – A Remote‑First, Inclusive Community

brighthush fosters a culture that balances high performance with well‑being. Our remote‑first model is supported by:

• Weekly virtual town halls and team check‑ins to maintain connection.
• Flexible working hours that respect personal commitments and time zones.
• Regular virtual social events, hackathons, and wellness challenges.
• A transparent communication style that encourages feedback and continuous improvement.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Access to a digital wellness platform that offers mindfulness, fitness, and mental health resources.

Compensation & Benefits – A Competitive Total Rewards Package

We offer a competitive total rewards package that includes:

• Base Salary: CAD 70,000 – 80,000 per year, commensurate with experience and performance.
• Performance Bonuses: Quarterly incentives tied to customer retention, upsell revenue, and satisfaction metrics.
• 401(k) Matching: Up to 4% of your salary matched by the company.
• Generous Paid Time Off: 20 days of vacation, 10 sick days, and additional holidays.
• Tuition Reimbursement: Up to CAD 5,000 per year for relevant courses and certifications.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Retirement Plan: Company‑sponsored pension plan with matching contributions.
• Technology Allowance: Home office setup stipend and equipment upgrades.
• Employee Assistance Program: 24/7 confidential counseling and support services.

How to Apply – Join Our Mission

If you’re ready to take your customer success career to the next level and help financial advisors thrive with brighthush’s cutting‑edge CRM solutions, we’d love to hear from you. Submit your application through our career portal or send your resume and cover letter to [email protected].