Senior Customer Success Manager – LATAM Market Expansion & Retention Lead at brighthush – Driving Growth, Adoption, and Customer Advocacy for a Global AI‑Powered Messaging Platform

About brighthush

brighthush is a trailblazing AI‑powered business messaging platform that unifies chat, calls, and email into a single, intelligent workspace. Since our founding in 2017, we have empowered thousands of companies across 127+ countries to streamline customer conversations, accelerate sales cycles, and nurture lasting relationships—all while harnessing the power of automation and data‑driven insights.

Our mission is simple: make every customer interaction smarter, faster, and more human. We do this by combining cutting‑edge natural language processing, robust integration capabilities, and a user‑friendly interface that scales from startups to Fortune 500 enterprises.

At brighthush, we’re more than a product; we’re a community of innovators, problem‑solvers, and customer‑obsessed professionals who thrive in a fast‑paced, globally distributed environment. Our culture is built on trust, transparency, and a relentless focus on delivering value to our clients.

Why LATAM? Why brighthush?

The Latin American market is one of the fastest growing regions for SaaS adoption, with businesses increasingly seeking unified communication solutions to compete in a digital world. As a Customer Success Manager for LATAM, you’ll be at the forefront of this expansion, driving adoption, retention, and revenue growth for our most valuable clients.

Working at brighthush means you’ll:

• Collaborate with a diverse, distributed team that spans continents and cultures.
• Own the full customer lifecycle—from onboarding to renewal—while shaping the future of our platform.
• Leverage data and customer insights to influence product roadmap and strategy.
• Enjoy a culture that celebrates wins, encourages experimentation, and rewards impact.
• Be part of a mission‑driven organization that values continuous learning and personal growth.

Key Responsibilities

As a Customer Success Manager (LATAM) at brighthush, you will be the primary advocate for our clients, ensuring they achieve measurable success and derive maximum value from our platform. Your day‑to‑day activities will include:

• Customer Onboarding & Adoption: Guide new clients through a seamless onboarding journey, from initial setup to advanced feature adoption, ensuring they hit key milestones quickly.
• Relationship Management: Build and nurture long‑term relationships with C‑suite executives, product owners, and technical leads across multiple industries.
• Strategic Planning: Collaborate with clients to develop annual success plans that align with their business objectives, KPIs, and growth targets.
• Issue Resolution & Escalation: Serve as the first line of defense for any customer concerns, coordinating with engineering, product, and support teams to deliver timely, effective solutions.
• Usage & Health Monitoring: Track platform usage, engagement metrics, and health scores; proactively identify at‑risk accounts and recommend corrective actions.
• Upsell & Expansion: Identify opportunities for upsell, cross‑sell, and expansion within existing accounts, working closely with the sales team to close deals.
• Feedback Loop: Capture customer feedback, pain points, and feature requests, and translate them into actionable insights for product and engineering.
• Reporting & Analytics: Produce regular reports on customer health, adoption trends, and renewal forecasts for internal stakeholders.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the brand as a trusted advisor in the customer communication space.
• Community Building: Foster a vibrant community of LATAM users through forums, user groups, and virtual meetups, encouraging peer learning and best‑practice sharing.
• Process Improvement: Continuously evaluate and refine customer success processes, tools, and playbooks to increase efficiency and scalability.

Essential Qualifications

• 3+ years of experience in Customer Success, Account Management, or Consulting within a B2B SaaS environment.
• Proven track record of managing international accounts, preferably in the LATAM region.
• Fluent in Spanish and English (written and spoken); additional languages are a plus.
• Strong negotiation skills with experience closing complex renewal contracts.
• Deep understanding of SaaS business models, pricing strategies, and churn mitigation techniques.
• Experience with customer success platforms (e.g., brighthush) and CRM systems (e.g., brighthush).
• Analytical mindset with the ability to interpret data, identify trends, and recommend actionable improvements.
• Excellent communication, presentation, and stakeholder management skills.
• Self‑motivated, proactive, and comfortable working in a fast‑paced, remote‑first environment.
• Experience in cross‑functional collaboration with sales, product, engineering, and support teams.

Preferred Qualifications

• Background in digital transformation initiatives or customer experience strategy.
• Experience working with AI‑driven messaging or communication platforms.
• Knowledge of local market dynamics, regulatory considerations, and cultural nuances across LATAM countries.
• Technical aptitude to quickly grasp software architecture and troubleshoot complex issues.
• Experience leading cross‑functional projects or initiatives.
• Published thought leadership content or speaking experience at industry conferences.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for solving real customer pain points and delivering tangible value.
• Strategic Thinking: Ability to align customer goals with business outcomes and identify growth opportunities.
• Data‑Driven Decision Making: Comfortable using metrics and analytics to guide actions.
• Collaboration: Works seamlessly with sales, product, engineering, and support teams.
• Adaptability: Thrives in a dynamic, evolving environment and embraces change.
• Communication: Articulates complex ideas clearly to both technical and non‑technical audiences.
• Leadership: Inspires and mentors junior team members, fostering a culture of continuous improvement.
• Problem Solving: Demonstrates creative solutions to complex customer challenges.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Success Manager, you’ll have the chance to:

• Progress to a Senior Customer Success Manager or Customer Success Director role.
• Transition into Product Management, Sales Engineering, or Business Development based on your interests.
• Lead regional or global customer success initiatives, shaping the strategy for entire markets.
• Participate in leadership development programs, mentorship, and cross‑functional projects.
• Attend industry conferences, workshops, and training sessions to stay ahead of market trends.
• Earn certifications in customer success, data analytics, or AI technologies.
• Contribute to internal knowledge bases and best‑practice guides that benefit the entire organization.

Work Environment & Culture at brighthush

Our culture is defined by:

• Speed & Agility: We iterate quickly, test hypotheses, and learn fast.
• Transparency: Open communication, shared goals, and honest feedback.
• Collaboration: Cross‑functional teams that work together to solve problems.
• Inclusivity: A diverse workforce where every voice is heard and valued.
• Fun & Balance: Regular virtual team events, game nights, and wellness initiatives.
• Remote‑First Flexibility: Work from anywhere with a fully supported home‑office setup.
• Global Community: Connect with colleagues across time zones, cultures, and expertise.
• Continuous Learning: Access to internal and external learning resources, hackathons, and innovation challenges.

Compensation & Perks

While the exact figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for LATAM Customer Success roles.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Flexible work hours and fully remote work options.
• Annual professional development budget for courses, certifications, and conferences.
• Wellness stipend, mental health resources, and access to virtual fitness classes.
• Regular team celebrations, virtual happy hours, and community outreach events.
• Paid time off, including a generous holiday calendar and personal days.
• Technology stipend to equip your home office with the latest tools.

How to Apply

Ready to join a dynamic, customer‑obsessed team that’s redefining how businesses communicate? We’re excited to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Let’s build the future of customer engagement together at brighthush.