Senior Customer Success Manager – Home Improvement Marketing & Meta Ads Agency (Remote, Full‑Time, Independent Contractor) – Drive Growth & Retention for Kitchen & Bathroom Remodeling Clients

About brighthush

brighthush is a high‑velocity Meta advertising agency that partners with kitchen and bathroom remodeling companies across the United States. We design compelling creatives in-house, execute data‑driven ad campaigns, and translate every click into a booked job for our clients. From boutique local remodelers to large regional firms, our portfolio spans the full spectrum of the home‑improvement market. As we scale, we’re building a world‑class client‑success system that empowers our partners to grow their revenue while we handle the complexity of digital marketing.

Why This Role Matters

As a Senior Customer Success Manager at brighthush, you will be the linchpin between our clients and the creative, media‑buying, and data‑science teams. You’ll own a growing book of accounts, nurture relationships, drive retention, and help shape the processes that keep our agency running at scale. Your work will directly influence the revenue pipeline of our clients and the profitability of brighthush.

Key Responsibilities

• Account Ownership & Growth
  • Start with a portfolio of 20 home‑improvement accounts and scale to 40–50 as you prove success.
  • Serve as the primary point of contact for every client, managing the full lifecycle from onboarding to renewal.
  • Maintain a deep understanding of each client’s business goals, pain points, and performance metrics.
• Retention & Revenue Management
  • Conduct regular check‑ins (weekly or bi‑weekly) to review results, lead flow, and next steps.
  • Identify and resolve issues before they become client concerns, escalating to the relevant team on the same day.
  • Ensure that monthly recurring revenue (MRR) is collected on time and that any billing discrepancies are resolved swiftly.
  • Secure referrals, reviews, and testimonials from satisfied clients to fuel growth.
• Process Development & Documentation
  • Apply proven CS processes—onboarding, health tracking, reporting cadence, churn mitigation—to each account.
  • Document best practices and lessons learned so the team can replicate success at scale.
  • Collaborate with the pod’s media buying and creative leads to refine campaign strategies based on client feedback.
• Team Collaboration & Leadership
  • Work within a pod that includes a media buyer, creative lead, and another CSM, fostering cross‑functional alignment.
  • Report directly to the founder, providing insights on client health, revenue trends, and process improvements.
  • Mentor junior CSMs and contribute to the development of the next generation of client‑success leaders.

Essential Qualifications

• Minimum 3–5 years of client‑success or account‑management experience in the home‑improvement or contractor space, with a focus on kitchen and bathroom remodeling.
• Proven track record managing 20+ client accounts simultaneously, delivering measurable growth and high retention.
• Experience in a scaling agency environment, ideally in lead generation or Meta/Google advertising for local service businesses.
• Hands‑on experience building and refining CS processes—onboarding flows, health dashboards, reporting templates, and churn‑prevention strategies.
• Strong organizational skills and the ability to follow up proactively without being prompted.
• Excellent written and verbal communication in English, with the confidence to handle difficult conversations.
• Availability Monday–Friday, 8 AM–5 PM CST.

Preferred Qualifications

• Background in digital marketing or advertising, with a deep understanding of Meta ad platforms.
• Experience managing client relationships in a B2B SaaS or agency setting.
• Data‑driven mindset: comfortable interpreting dashboards, A/B test results, and performance metrics.
• Leadership experience—mentoring or managing a small team of CSMs.
• Knowledge of the local service industry’s regulatory and compliance landscape.

Core Skills & Competencies

• Client‑centric mindset with a passion for delivering exceptional service.
• Strategic thinking: translating client goals into actionable marketing plans.
• Problem‑solving: diagnosing issues quickly and implementing effective solutions.
• Project management: juggling multiple accounts, deadlines, and stakeholder expectations.
• Data literacy: interpreting performance metrics and communicating insights clearly.
• Adaptability: thriving in a fast‑paced, evolving agency environment.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As you demonstrate success, you’ll have the opportunity to:

• Progress to a Customer Success Manager Lead role, overseeing a team of CSMs.
• Move into Pod Management or Operations Leadership, shaping the agency’s strategic direction.
• Participate in cross‑functional projects that influence product development, creative strategy, and media buying.
• Attend industry conferences, workshops, and training sessions to stay ahead of digital marketing trends.
• Receive mentorship from senior leaders, including the founder, to refine your leadership and strategic skills.

Work Environment & Culture

brighthush is a 100% remote agency that values autonomy, collaboration, and continuous improvement. Our culture is built on:

• Transparency – open communication across all levels.
• Innovation – encouraging experimentation and data‑driven decision‑making.
• Regular pod huddles and cross‑team syncs to keep everyone aligned.
• A growth mindset that rewards learning, curiosity, and resilience.
• Flexible work hours within the core 8 AM–5 PM CST window, allowing you to balance life and work.

Compensation & Perks

While the role is structured as an independent contractor, we offer a competitive base pay plus performance bonuses. Your On‑Target Earnings (OTE) range from $8,000 to $10,000 per month, depending on:

• Monthly MRR collected.
• Qualified referrals booked.
• Client reviews and testimonials secured.

Additional perks include:

• Unlimited professional development budget.
• Access to industry‑leading tools and platforms.
• Health and wellness resources (e.g., virtual fitness classes, mental health support).
• Annual performance reviews with clear pathways for advancement.

How to Apply

If you’re a seasoned Customer Success professional with a passion for the home‑improvement industry and a proven ability to scale client relationships, we want to hear from you. Please submit your resume, a brief cover letter highlighting your most relevant experience, and any metrics that showcase your impact. Tell us about a time you saved a client from churn, the scale of accounts you managed, and the specific strategies you employed.

Join brighthush Today

At brighthush, you’ll be part of a dynamic team that’s redefining how kitchen and bathroom remodelers grow through digital marketing. Your expertise will shape the future of our client‑success operations, and your success will be rewarded with both financial and professional growth. Ready to take the next step in your career? Apply now and help us build the next generation of high‑impact client relationships.