Senior Customer Success Manager – Growth & Retention Specialist for Innovative Green Industry Software Ecosystem

About brighthush

brighthush is a trailblazing software powerhouse dedicated to empowering landscapers, arborists, and outdoor service professionals across North America. By uniting three of the most trusted industry solutions—brighthush, brighthush, and brighthush—into a single, intuitive ecosystem, we provide end‑to‑end tools that streamline estimating, scheduling, crew training, invoicing, and payments. Our mission is simple yet profound: help our clients unlock their full potential, grow revenue, and delight their customers. We do this by blending cutting‑edge technology with hands‑on onboarding, continuous training, and dedicated human support.

Our culture is built on collaboration, innovation, and a shared commitment to having fun while making a real impact. We live by core values that keep us grounded and ambitious: We Before Me, Bias to Act, The Extra 1%, Accountable to Outcomes, Unconditional Transparency, and Forgiveness. If you thrive in a fast‑moving, purpose‑driven environment, brighthush is the place for you.

Why brighthush?

Our culture and growth have earned us numerous accolades, including:

• Comparably 2024 #23/100 Best (small/medium sized companies) Leadership Teams
• Comparably 2024 #63/75 (small/medium sized companies) Happiest Employees
• #9 Atlanta Business Chronicle's 2024 Best Places to Work (second year in a row)
• #6 of Built In’s 2024 Best Places to Work: Top 50 start‑ups in Atlanta (second year in a row)
• Inc Magazine’s 2023 Best Places to Work
• Inc. 5000: #131 of 2024 Southeast Regional America’s Fastest Growing Companies (third year in a row)
• Certified Great Place to Work Canada 2024

These recognitions reflect our relentless focus on employee satisfaction, innovation, and sustainable growth. Join us at a pivotal moment when we’re reshaping an age‑old industry and creating lasting value for our customers.

Role Overview

As a Senior Customer Success Manager at brighthush, you will own the post‑implementation journey for our high‑value clients. Your primary goal is to maximize customer lifetime value by driving adoption, reducing churn, and identifying expansion opportunities. You will be the voice of the customer within the organization, translating real‑world feedback into product enhancements, marketing strategies, and sales enablement initiatives.

Key Responsibilities

• Lead end‑to‑end customer success for a portfolio of high‑ARR accounts, ensuring seamless onboarding, adoption, and renewal.
• Develop and execute strategic account plans that align with each client’s business objectives and brighthush’s growth targets.
• Monitor and analyze customer health metrics using tools such as ChurnZero, creating dashboards that flag churn risk and highlight upsell potential.
• Own the Net Promoter Score (NPS) program: collect feedback, segment detractors, and collaborate with cross‑functional teams to improve the overall customer experience.
• Advocate for customers in product, marketing, and sales meetings, ensuring their needs shape future roadmap decisions.
• Collaborate with Sales and Business Development to identify expansion opportunities, including add‑ons, cross‑sell, and upsell initiatives.
• Design and implement Standard Operating Procedures (SOPs) for high‑value accounts, ensuring consistent engagement and success metrics.
• Drive feature adoption through targeted webinars, in‑person events, and partner collaborations.
• Travel as needed to support education events, trade shows, bootcamps, and partner engagements.
• Provide coaching and mentorship to junior CSMs, fostering a culture of continuous improvement and knowledge sharing.

Essential Qualifications

• Minimum of 2 years in a client‑facing role such as Customer Success, Account Management, Business Development, or Management Consulting.
• Proven track record of managing renewals and expansion in a SaaS environment.
• Exceptional communication and executive presence; able to influence stakeholders at all levels.
• Strong analytical mindset with the ability to translate data into actionable insights; proficiency in Excel and data visualization tools.
• Experience building and maintaining relationships, mitigating churn, and driving engagement.
• Bias for action, with a results‑driven mentality and a willingness to wear multiple hats in a dynamic setting.
• Comfortable working in a small, fast‑moving company where processes evolve quickly.
• Empathetic, positive attitude with a genuine desire to help customers achieve their goals.

Preferred Qualifications

• Experience in the outdoor services or related industry, understanding the unique challenges of landscapers and arborists.
• Background in SaaS product management or customer success within a high‑growth tech company.
• Knowledge of ChurnZero, Gainsight, or similar customer health platforms.
• Experience with customer training, bootcamps, or event facilitation.
• Fluency in multiple languages (e.g., Spanish, French) to serve a diverse client base.

Skills & Competencies

• Strategic Thinking – ability to see the big picture while managing day‑to‑day details.
• Relationship Management – building trust with C‑level executives and operational teams.
• Data‑Driven Decision Making – using metrics to guide strategy and measure success.
• Collaboration – working effectively with Sales, Product, Marketing, and Implementation teams.
• Project Management – coordinating cross‑functional initiatives and ensuring timely delivery.
• Adaptability – thriving in a rapidly changing environment and embracing new challenges.
• Customer‑Centric Mindset – always putting the client’s success at the forefront of every decision.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you will:

• Progress into leadership roles such as Director of Customer Success or VP of Customer Experience.
• Participate in a structured mentorship program, pairing you with senior leaders across the organization.
• Access to continuous learning resources, including industry conferences, online courses, and internal knowledge bases.
• Opportunity to shape the future of our product roadmap by providing frontline insights to the Product team.
• Involvement in cross‑functional initiatives that influence company strategy and culture.

Work Environment & Culture

brighthush is a vibrant, inclusive workplace where creativity meets execution. Our teams collaborate across functions, share ideas freely, and celebrate successes together. We prioritize:

• Open communication and transparency at all levels.
• Work‑life balance, with flexible schedules and remote options.
• Continuous feedback loops, ensuring everyone’s voice is heard.
• A culture of learning, where experimentation and innovation are encouraged.

Compensation & Benefits

While specific figures vary by location, we offer competitive base salaries and performance‑based bonuses:

• Canada: Base $80,000‑$90,000 CAD + 10‑15% bonus.
• U.S.: Base $75,000‑$85,000 USD + 10‑15% bonus.

Additional benefits include:

• Comprehensive medical, dental, and vision coverage (U.S. and Canada).
• HSA/FSA options, disability, and life insurance.
• 401(k) matching (U.S.) and RRSP matching (Canada).
• Unlimited Paid Time Off, paid company holidays, and a company‑wide winter break (Dec 24 – Jan 1).
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs and mental health resources.

How to Apply

Ready to join a team that’s redefining the green industry? Submit your application through the link below and let’s explore how you can help brighthush and our customers thrive.

Apply to this job

Equal Opportunity Statement

brighthush is an Equal Employment Opportunity and affirmative action employer. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status. We are committed to providing accessible employment opportunities in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. For accommodation requests, please contact our HR team.