Senior Customer Success Manager – Mid‑Market & Enterprise Portfolio – SaaS Growth & Retention Specialist

About brighthush

brighthush is a trailblazing technology company that empowers businesses to unlock the full potential of their data through cutting‑edge SaaS solutions. With a global footprint and a mission to drive digital transformation, brighthush delivers intelligent platforms that help customers make smarter decisions, streamline operations, and accelerate growth. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We believe that when our customers thrive, so do we.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the strategic partner for a portfolio of mid‑market and enterprise accounts. Reporting to the Senior Director of Customer Success Commercial and Government, you will own the end‑to‑end customer lifecycle—from onboarding to renewal—while driving retention, expansion, and advocacy. Your expertise will shape the way our customers unlock value from our platform, ensuring they achieve measurable business outcomes and become passionate advocates for brighthush.

Key Responsibilities

• Portfolio Management: Oversee a diverse book of mid‑market and enterprise accounts, ensuring seamless onboarding, adoption, and renewal processes.
• Renewal Ownership: Lead renewal negotiations, consistently meeting or exceeding net revenue and retention targets through data‑driven strategies and strong relationship building.
• Proactive Customer Engagement: Act as a trusted advisor, guiding customers through product adoption, best practices, and growth initiatives to maximize lifetime value.
• Churn Prevention: Identify early warning signs of churn, develop mitigation plans, and collaborate with cross‑functional teams to retain high‑value customers.
• Use‑Case Advocacy: Champion relevant use cases, encouraging active product usage and positioning customers as strong advocates for brighthush.
• Data‑Driven Insights: Maintain accurate account intelligence in Salesforce, leveraging analytics to inform personalized outreach and engagement strategies.
• Upsell & Expansion: Partner with Sales to uncover upsell opportunities, co‑create expansion plans, and align on renewal strategies.
• Customer Experience Optimization: Work with the Customer Experience team to develop scalable processes, marketing automation, and customer journey mapping.
• Cross‑Functional Collaboration: Resolve complex customer issues by coordinating with Product, Engineering, Support, and Marketing teams.
• Voice of the Customer: Capture and communicate customer feedback to internal stakeholders, driving continuous improvement of our platform and services.
• Creative Problem Solving: Analyze moderately complex challenges, develop innovative solutions within established guidelines, and adapt processes to meet unique customer needs.

Essential Qualifications

• Minimum 5 years of experience in customer success, consulting, or technical pre‑sales within a SaaS or high‑tech environment.
• Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
• Proficiency in Salesforce and Microsoft Office Suite.
• Demonstrated ability to map customer business processes to product capabilities and articulate ROI.
• Track record of developing and executing customer‑centric strategies that maximize technology value.
• Experience managing multiple account engagements, handling escalations, and collaborating with Sales and Support teams.
• Strong interpersonal and communication skills, with the ability to engage executive stakeholders.
• Excellent negotiation and decision‑making skills, using data to prioritize initiatives.
• Proven ability to identify and act on growth opportunities.
• Exceptional program management skills, combining creative problem‑solving, business acumen, and analytical aptitude.
• Self‑starter who thrives in a fast‑paced, dynamic environment.
• Respect for cultural diversity and a commitment to inclusive collaboration.

Preferred Qualifications

• Experience with enterprise‑scale SaaS solutions and complex customer ecosystems.
• Advanced Salesforce administration or certification.
• Background in data analytics or business intelligence.
• Experience leading cross‑functional initiatives and driving change.
• Knowledge of the real‑estate, construction, or insurance industries.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and driving measurable outcomes.
• Strategic Thinking: Ability to see the big picture, align customer goals with business objectives, and develop long‑term success plans.
• Analytical Acumen: Proficiency in data analysis, trend identification, and performance measurement.
• Communication Excellence: Clear, concise, and persuasive communication across all levels.
• Relationship Building: Proven track record of building trust and rapport with C‑suite executives and key stakeholders.
• Project Management: Strong organizational skills, with the ability to manage multiple priorities and deliver on deadlines.
• Adaptability: Comfortable navigating ambiguity and adjusting strategies in a rapidly evolving environment.
• Team Collaboration: Ability to work effectively with cross‑functional teams and influence without authority.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Senior Customer Success Manager, you will:

• Participate in a structured mentorship program with senior leaders.
• Access to industry conferences, workshops, and certifications.
• Opportunities to lead high‑impact projects and cross‑functional initiatives.
• Clear career pathways to Director of Customer Success, Head of Customer Experience, or Product Management roles.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Culture

brighthush thrives on a culture of innovation, transparency, and empowerment. Our remote‑first model allows you to work from anywhere in the continental United States while staying connected through:

• Weekly all‑hands meetings and town halls.
• Collaborative tools like Slack, Teams, and Asana.
• Monthly virtual coffee chats and team‑building activities.
• Inclusive hiring practices that celebrate diversity and foster belonging.
• Open‑door leadership and a flat organizational structure.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total compensation package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off, including 4 additional “YOU” days each year for personal rejuvenation.
• Generous parental leave policies for new parents.
• Work‑from‑Overseas program, allowing you to work remotely from approved international locations.
• Company‑sponsored volunteering days to give back to the community.
• Discounted private health insurance plans.
• Unlimited learning budget for courses, certifications, and conferences.
• Free brighthush subscription for personal use.

How to Apply

If you are passionate about driving customer success, thrive in a fast‑paced environment, and want to make a tangible impact at a forward‑thinking SaaS company, we would love to hear from you. Click the link below to submit your application and join the brighthush team.

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Learn More About brighthush

Explore our YouTube channel and LinkedIn page to see how we’re shaping the future of SaaS and customer success. Discover the stories of our customers, the innovations we’re building, and the culture that drives us forward.