Senior Customer Success Manager – Iberia (Portugal & Spain) – Championing Growth, Adoption, and Retention for brighthush’s Innovative Conversational AI Platform

About brighthush

brighthush is a trailblazing conversational AI company that is redefining how businesses connect with their customers. Founded in 2020, we evolved from a simple WhatsApp team inbox into a full‑fledged revenue orchestration platform that spans marketing, sales, and support. By harnessing real‑time customer intent, next‑best action logic, and seamless execution across messaging channels, brighthush empowers brands to turn every conversation into a measurable revenue opportunity.

Our AI‑native architecture is built for scale and intelligence. At the core of the solution lies Astra, an intelligent AI layer that lets companies create AI agents for all customer interactions across any messaging platform. With no‑code automation, a unified inbox, and a robust multi‑channel messaging infrastructure, brighthush delivers a frictionless experience that drives ROI and deepens customer relationships.

Trusted by over 16,000 customers in more than 190 countries, brighthush is proudly backed by world‑class investors and partners. We maintain the highest standards of platform excellence and integration, ensuring that every customer receives the best possible experience.

About the Role

We are launching a dedicated Customer Success motion for the Iberian market (Portugal & Spain) and are looking for a Senior Customer Success Manager to help us build and scale this customer journey from the ground up. This is a unique opportunity to shape the future of customer success for a rapidly growing, global team that is building the future of conversational growth on WhatsApp.

Key Responsibilities

• Own the end‑to‑end customer experience for Portuguese and Spanish accounts. From onboarding alignment to adoption, retention, and expansion, you will be the single point of accountability for customer success in Iberia.
• Design and implement the first structured CS rhythm for the region. Define touchpoints, segmentation, playbooks, and communication standards that will become the backbone of our success engine.
• Serve as the internal voice of Iberian customers. Capture insights, surface product feedback, and advocate for customer needs across cross‑functional teams.
• Manage strategic high‑ACV accounts with a 1:1 approach. Build stakeholder maps, create success plans, conduct quarterly business reviews, mitigate risks, and identify expansion opportunities.
• Scale success for a high‑volume base through One‑to‑Many programs. Design and execute onboarding, activation, and education initiatives such as webinars, learning journeys, and campaign series.
• Proactively identify churn risk signals. Use health scoring, usage trends, and engagement metrics to intervene before customers disengage.
• Drive expansion initiatives. Identify upsell, cross‑sell, and broader adoption opportunities and execute the right motion based on customer segment.
• Promote best practices. Educate customers on WhatsApp Business API setup, template compliance, automation, and operational workflows.
• Collaborate with marketing and sales. Ensure new customers enter with correct expectations and smooth handoffs, and help refine ICP learnings and segmentation.

Essential Qualifications

• Fluent in Portuguese and Spanish; English proficiency required for internal communication.
• 4+ years of experience in Customer Success within a SaaS or tech environment.
• Deep understanding of the full customer lifecycle: onboarding → adoption → retention → expansion.
• Hands‑on experience with scaled CS / One‑to‑Many programs (webinars, campaigns, learning journeys) and strategic 1:1 account management.
• Data‑driven mindset: ability to interpret usage trends and translate insights into actionable plans.
• Strong written and verbal communication skills, especially for customer‑facing education and structured follow‑ups.
• Highly organized, proactive, and comfortable working in a fast‑paced environment.
• Knowledge of WhatsApp Business API, messaging automation, or conversational platforms.
• Familiarity with Iberian market dynamics, customer expectations, and cultural context.
• Exposure to AI/automation products and positioning.

Preferred Qualifications

• Experience building CS programs from scratch in a high‑growth startup.
• Track record of driving net new MRR and reducing churn in a multi‑region context.
• Experience working with cross‑functional teams in product, engineering, and marketing.
• Comfort with CRM systems (e.g., Salesforce, HubSpot) and data analytics tools.

Skills & Competencies

• Strategic Thinking. Ability to see the big picture while managing day‑to‑day execution.
• Customer Empathy. Deep understanding of customer pain points and the drive to solve them.
• Operational Discipline. Structured approach to program design, documentation, and metrics tracking.
• Commercial Acumen. Ability to identify upsell and cross‑sell opportunities and articulate ROI to customers.
• Influence & Collaboration. Work effectively with product, engineering, sales, and marketing to deliver a seamless customer journey.
• Data Literacy. Comfortable working with dashboards, health scores, and KPI reporting.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career advancement. As the first dedicated CS owner for Iberia, you will:

• Lead the design of a scalable CS framework that will be replicated across other regions.
• Collaborate with senior leaders to influence product roadmap and go‑to‑market strategy.
• Mentor junior CS team members and build a high‑performing regional squad.
• Participate in global CS initiatives, workshops, and conferences.
• Advance into senior leadership roles such as Director of Customer Success or VP of Customer Experience.

Work Environment & Company Culture

brighthush is a fast‑moving, high‑energy startup that values innovation, transparency, and a customer‑first mindset. Our culture is built on:

• Collaboration. Cross‑functional teams work together to solve complex problems.
• Ownership. Every team member is empowered to make decisions that impact the customer experience.
• Continuous Improvement. We embrace experimentation, learn from failures, and iterate quickly.
• Diversity & Inclusion. A welcoming environment where diverse perspectives are celebrated.
• Work‑Life Balance. Flexible working hours, remote options, and a supportive environment.

Compensation & Perks

While specific figures are confidential, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses tied to key metrics such as net new MRR, churn reduction, and customer satisfaction.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Unlimited paid time off and flexible working arrangements.
• Professional development budget for courses, certifications, and conferences.
• Team‑building events, both virtual and in‑person.

How to Apply

Ready to shape the future of customer success in Iberia? Submit your application in English only. We look forward to learning how your experience and passion align with brighthush’s mission.

Closing

As the first dedicated Customer Success Manager for the Iberian market, you will have the unique opportunity to build a world‑class CS organization from the ground up. Your work will directly influence how thousands of businesses in Portugal and Spain engage with their customers, drive revenue, and unlock new growth opportunities. If you thrive in a fast‑paced, innovative environment and are eager to make a tangible impact, brighthush invites you to join our journey.