Senior Customer Success Manager – Mid‑Market Growth & AI‑Enabled Client Engagement at brighthush

About brighthush

brighthush is a trailblazer in the private‑markets technology space, redefining how institutional investors, fund managers, and LPs collaborate, analyze data, and scale their operations. With a portfolio that spans over $300 B in assets under administration and a community of more than 700,000 LPs, brighthush delivers a unified platform that blends cutting‑edge technology, robust data analytics, and streamlined fund administration services. Our AI‑powered engine, brighthushAI, is engineered to embed intelligence into every workflow, enabling our clients to make faster, data‑driven decisions and unlock new growth opportunities.

Founded in 2014 and backed by over $350 M in funding, brighthush has grown to a vibrant team of 1,000+ professionals who are passionate about shaping the future of private markets. We operate on a founder‑led, growth‑oriented culture that values ownership, speed, and relentless focus on customer outcomes. Our global footprint spans the United States, Canada, India, Luxembourg, and the United Kingdom, and we offer flexible work arrangements—from fully remote to hybrid office models—so you can thrive wherever you’re most productive.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that is unlocking the full potential of private markets. We empower our teams to think like owners, move with urgency, and solve problems that matter to our clients and the industry at large. If you thrive in a high‑energy environment, enjoy collaborating with diverse perspectives, and want to help define a category at a pivotal moment, brighthush is the place for you.

Role Overview

Position Summary

As a Senior Customer Success Manager for the Mid‑Market segment, you will be the strategic partner for a portfolio of 60–75 high‑value client accounts. Your mission is to ensure customer health, drive product adoption, and deliver measurable commercial outcomes. You will act as the bridge between our clients and the product, engineering, and data science teams, championing their needs and translating them into product enhancements that keep brighthush ahead of the curve.

Key Responsibilities

• Account Portfolio Management: Own a book of 60–75 mid‑market clients, ensuring their success and satisfaction throughout the entire lifecycle.
• Onboarding & Implementation: Lead end‑to‑end onboarding journeys, from initial discovery to full product adoption, ensuring a smooth transition and rapid value realization.
• Customer Health & Analytics: Monitor usage metrics, NPS scores, and other health indicators; translate data into actionable insights for both the client and internal stakeholders.
• Retention & Expansion: Identify upsell and cross‑sell opportunities, develop expansion plans, and close deals that contribute to revenue growth.
• Product Advocacy: Serve as the voice of the customer in product road‑mapping sessions, collaborating with engineering and product teams to shape new features.
• AI Integration: Leverage AI tools (e.g., Claude, GPT‑4) to enhance your workflow—drafting proposals, generating insights, and automating routine tasks—while sharing best practices across the team.
• Operational Excellence: Contribute to internal projects that streamline processes, improve documentation, and elevate the overall customer experience.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a thought leader in private‑market technology.

Essential Qualifications

• 5+ years of professional experience in customer success, account management, or a related field, with at least 3 years in a senior CSM role.
• Proven track record of managing large, complex client portfolios and driving adoption of SaaS platforms.
• Exceptional communication skills—both written and verbal—across all organizational levels, including C‑suite executives.
• Strong analytical mindset with the ability to interpret data, identify trends, and recommend strategic actions.
• Demonstrated ability to prioritize tasks, manage time effectively, and meet tight deadlines in a fast‑paced environment.
• Curiosity and aptitude for quickly mastering advanced technical concepts, especially in fintech and AI.
• Experience integrating AI tools into daily workflows, with tangible examples of improved efficiency or customer outcomes.
• Resilience and adaptability in a dynamic, evolving work environment.
• Bachelor’s degree in Business, Finance, Computer Science, or a related discipline (or equivalent professional experience).

Preferred Qualifications

• Experience delivering AI‑powered solutions that others can adopt or scale.
• Background in private‑market operations, fund administration, or investment management.
• Advanced certifications in customer success (CSM, CSPO) or data analytics.
• Fluency in multiple languages, especially English and a second language relevant to our global client base.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client challenges and a relentless drive to deliver value.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Influence & Negotiation: Persuasive communication that builds trust and secures buy‑in from stakeholders.
• Project Management: Proven ability to lead cross‑functional initiatives and deliver on time.
• Data‑Driven Decision Making: Comfortable working with dashboards, metrics, and KPI frameworks.
• AI Fluency: Comfortable experimenting with generative AI and integrating it into client solutions.
• Collaboration: Works seamlessly with product, engineering, sales, and marketing teams.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Annual learning stipend for courses, certifications, and conferences.
• Mentorship programs pairing you with senior leaders across the organization.
• Rotational opportunities in product, data science, or sales to broaden your skill set.
• Clear career pathways to senior leadership roles, including Director of Customer Success and VP of Client Experience.
• Regular performance reviews that focus on growth, impact, and alignment with company goals.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. We celebrate diversity and inclusion, encouraging every voice to be heard. Our hybrid work model blends the flexibility of remote work with the camaraderie of in‑office collaboration. You’ll find:

• Digital‑first tools that enable seamless communication across 27 U.S. states, 2 Canadian provinces, India, Luxembourg, and England.
• Regular virtual town halls, hackathons, and knowledge‑sharing sessions.
• Quarterly team retreats and social events that strengthen relationships.
• An open‑door policy that empowers you to propose ideas and drive change.

Compensation & Benefits

We offer a competitive total‑reward package that includes:

• Base salary range: $86,000–$105,000 USD (U.S.) or $77,000–$96,000 CAD (Canada), commensurate with experience.
• Performance‑based bonus and equity options that align your success with the company’s growth.
• Comprehensive health, dental, and vision plans for you and your family.
• Life insurance, mental wellness coverage, and fertility support.
• Flexible time off, paid family leave, medical leave, and bereavement policies.
• Retirement savings plan with company match.
• Home‑office stipend to customize your workspace.
• Annual professional development stipend.

How to Apply

Ready to shape the future of private markets and drive customer success at brighthush? Submit your application through our careers portal or click the link below. We encourage candidates who meet the core qualifications to apply, even if they don’t tick every box—diversity of experience fuels innovation.

Apply to this role at brighthush

Closing

Join brighthush and become a catalyst for transformation in the private‑markets ecosystem. Your expertise will help our clients unlock unprecedented value, while you grow your career in a culture that rewards ownership, curiosity, and impact. If you’re ready to elevate customer success to an art form powered by AI, we can’t wait to meet you.