Senior Customer Success Manager – Mid‑Market & Enterprise – Driving Adoption, Retention, and Revenue Growth for Grant‑Making Organizations at brighthush

About brighthush

brighthush is more than a cloud platform – it’s a movement that redefines how foundations, agencies, and grant‑making organizations discover, award, and manage grants. Since our founding in 2010, we have grown into a vibrant community of 51‑200 professionals headquartered in San Francisco, California, while serving funders across the United States and beyond. Our mission is simple yet ambitious: to make grantmaking faster, more transparent, and more impactful through innovative technology and data‑driven insights. We empower our customers to unlock the full potential of their grant programs, enabling them to focus on the people and causes that matter most.

Why brighthush is the Place to Accelerate Your Career

At brighthush, you’ll join a high‑velocity SaaS organization that is redefining the grants ecosystem. We invest heavily in our people, offering a comprehensive benefits package, generous learning stipend, and a culture that rewards initiative and results. Our remote‑first model gives you the freedom to work from anywhere in the USA while staying connected to a global team of product, engineering, sales, and support experts who are passionate about solving real‑world problems for funders and grantees alike. You’ll have the opportunity to shape the future of grantmaking while enjoying a healthy work‑life balance and a supportive, inclusive environment.

Role Overview

As a Senior Customer Success Manager, you will be the trusted partner for our mid‑market and enterprise customers throughout their entire lifecycle. From the moment a new account goes live to the final renewal, you will own the customer journey, ensuring adoption, measurable outcomes, and sustainable growth. Your strategic influence will shape the way brighthush delivers value, while your operational excellence will drive the success of our customers and the business. You will be a catalyst for change, a data‑driven storyteller, and a relentless advocate for our clients’ success.

Key Responsibilities

• Portfolio Ownership – Independently manage a diverse book of mid‑market and enterprise accounts, each with unique configurations, use cases, and organizational structures. Your deep understanding of each customer’s business will enable you to anticipate needs and deliver tailored solutions.
• Team‑Based Coverage – Participate in a round‑robin model that supports the broader customer base. You will handle reactive inquiries, renewals, go‑live support, webinars, and reference outreach for customers beyond your primary book, ensuring seamless service continuity.
• Strategic Success Planning – Develop and execute comprehensive success plans aligned with customer goals, risk signals, and growth opportunities. These plans will guide adoption, usage, and expansion initiatives across the account.
• Go‑Live Partnership – Take full ownership of new customers at launch, collaborating closely with Implementation to ensure a smooth handoff and early adoption. Your proactive engagement will set the tone for long‑term success.
• Trusted Advisor – Serve as the primary point of contact for executive and operational stakeholders. Multithread across decision‑makers, influencers, and end users to deepen relationships and mitigate single‑contact risk.
• Renewal Leadership – Own the renewal strategy, including pricing conversations, contract alignment, and negotiation of multi‑year commitments. Your goal is to protect retention and net revenue while uncovering expansion opportunities.
• Upsell & Cross‑Sell Champion – Proactively identify and drive upsell and cross‑sell opportunities in partnership with Sales and Account Management. Your data‑driven insights will uncover hidden value for both the customer and brighthush.
• Technology & Automation Advocate – Leverage automation, AI‑assisted workflows, and scalable tools to manage customers efficiently. Your expertise will help us deliver a one‑to‑many experience without sacrificing personalization.
• Customer Health Management – Anticipate risks by analyzing usage data, sentiment, and engagement trends. Lead proactive interventions to mitigate churn and improve overall customer health.
• Escalation Resolution – Own challenging situations, coordinating with Support, Engineering, and Technical Enablement to resolve issues with confidence and empathy. Turn potential roadblocks into opportunities for deeper engagement.
• Technical Troubleshooting – Dive into configuration, workflows, and integrations when necessary to diagnose issues. Then pivot back to strategy, keeping customers on track toward their goals.
• Executive‑Level Health Checks – Lead business reviews and health checks, crafting compelling, data‑driven materials. Collaborate cross‑functionally to tailor messaging for key personas and articulate the value of brighthush at all levels.
• Internal Advocacy – Act as the primary customer advocate, influencing Product, Support, Engineering, Integrations, and Marketing to improve the end‑to‑end experience.
• Process Improvement – Contribute to playbooks, workflows, and best practices that scale customer success efforts across the organization.
• Mentorship – Coach and mentor Associate and peer CSMs, modeling best practices and sharing expertise to elevate the entire team.
• Tool Proficiency – Demonstrate advanced proficiency in brighthush, brighthush, and other CS technologies, using data to inform strategy and prioritize accounts.
• Enablement & Training – Support customer enablement through tailored guidance, training sessions, and strategic recommendations.
• Advanced Services Facilitation – Identify and facilitate opportunities for professional services, training, and advanced solutions, partnering with internal teams to ensure timely delivery and measurable outcomes.

Success Metrics & Impact

Your performance will be measured against a blend of quantitative and qualitative metrics that reflect both customer health and business growth:

• Net Revenue Retention (NRR) – Target a minimum of 120% NRR across your portfolio.
• Customer Health Score – Maintain an average health score above 80% for all managed accounts.
• Expansion Revenue – Drive at least 25% of your total revenue from upsell and cross‑sell initiatives.
• Renewal Rate – Achieve a renewal rate of 95% or higher for mid‑market and enterprise customers.
• Customer Satisfaction (CSAT) – Consistently score above 90% on post‑interaction CSAT surveys.
• Time‑to‑Value – Reduce the average time‑to‑value for new customers by 20% year over year.
• Process Efficiency – Implement automation that cuts manual effort by at least 30% across the customer success workflow.

Essential Qualifications

• Experience – 5+ years in Customer Success, Account Management, or a related customer‑facing role within a SaaS environment.
• Relationship Management – Proven track record of managing complex customer relationships, driving renewals, and expanding revenue.
• Methodology Mastery – Deep understanding of customer success frameworks, lifecycle management, and value realization.
• Technical Acumen – Comfortable navigating complex SaaS platforms; able to oscillate between technical detail and strategic, outcome‑focused conversations.
• Executive Presence – Ability to influence and build trust at all levels, from C‑suite executives to frontline users.
• Communication Skills – Excellent written and verbal communication; adept at crafting data‑driven narratives.
• Autonomy & Accountability – High degree of self‑direction, ownership, and strategic thinking.
• Prioritization – Ability to independently manage a diverse book of business, balancing renewals, escalations, and proactive engagement.
• Adaptability – Experience leading through ambiguity and driving outcomes in a fast‑paced SaaS environment.
• Tool Proficiency – Proficiency with brighthush, brighthush, or similar CS platforms; data literacy is a must.

Preferred Qualifications

• Experience in the grants management space or with Grants Management Systems (GMS).
• Knowledge of the brighthush platform, including its backend structure and configuration capabilities.
• CSM certification or formal customer success training.
• Prior experience in a remote‑first organization.

Skills & Competencies

• Strategic Account Management – Ability to map customer journeys and align success plans with business objectives.
• Data‑Driven Decision Making – Proficiency in interpreting usage data, health metrics, and financial indicators.
• Cross‑Functional Collaboration – Comfortable working with Product, Engineering, Sales, and Marketing to advocate for customer needs.
• Problem Solving & Escalation Management – Skilled at diagnosing root causes and orchestrating cross‑team resolutions.
• Customer Advocacy & Voice of the Customer – Passionate about championing the customer’s voice within the organization.
• Change Management & Adoption Enablement – Experienced in guiding customers through change and driving adoption of new features.
• Negotiation & Contract Management – Comfortable negotiating renewal terms, pricing, and contract scopes.
• Presentation & Storytelling – Ability to craft compelling narratives for executive audiences.
• Project Management & Prioritization – Strong organizational skills and the ability to juggle multiple initiatives.
• Continuous Learning & Curiosity – Eager to stay current with industry trends, new technologies, and best practices.

Career Growth & Learning Opportunities

At brighthush, your career trajectory should be as dynamic as the solutions we build. As a Senior Customer Success Manager, you will have the chance to:

• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Mentor junior CSMs and contribute to the development of the next generation of customer success leaders.
• Transition into specialized roles such as Customer Success Director, Head of Customer Success, or Product Management, depending on your interests.
• Participate in our annual learning stipend program, covering courses, certifications, conferences, and workshops that align with your career goals.
• Engage with a global network of peers through virtual town halls, hackathons, and community events.
• Earn recognition through our internal “Success Champion” awards and public acknowledgment at all‑hands meetings.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to delivering value. You’ll find:

• Weekly virtual team stand‑ups and bi‑weekly all‑hands meetings to keep everyone aligned.
• Open channels for feedback and continuous improvement, from brighthush to our internal knowledge base.
• A collaborative mindset that encourages experimentation and celebrates both successes and learning moments.
• Inclusive hiring practices and a dedication to fostering a diverse and equitable workplace.
• Regular virtual social events, wellness challenges, and community service initiatives.
• Access to a global community of product, engineering, and support experts who are passionate about solving real‑world problems.
• Flexible work hours that accommodate different time zones and personal commitments.

Compensation & Benefits

While the base salary for this role is competitive and commensurate with experience, we also offer a robust benefits package designed to support your well‑being and professional growth:

• Medical, dental, and vision insurance for you and your family.
• Flexible time off policy, including paid sick leave and unlimited personal days.
• 12 weeks of fully paid parental leave for new parents.
• Annual learning and development stipend to pursue courses, certifications, or conferences.
• Internet stipend to ensure a reliable home office connection.
• One‑time home office set‑up stipend for ergonomic equipment.
• 401(k) retirement plan with company match.
• Eligibility for incentive stock options, subject to the terms of brighthush’s stock plans.
• Fully remote position with no relocation requirements.
• Access to a global network of peers and mentors.
• Regular wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you’re ready to take your customer success career to the next level, help funders and agencies unlock the full potential of their grant programs, and thrive in a culture that values curiosity, ownership, and continuous learning, we want to hear from you. Please submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how you can contribute to brighthush’s mission of transforming grantmaking worldwide.