Senior Customer Success Manager – Mid‑Market Growth & Retention Lead at brighthush

About brighthush

brighthush is redefining how public‑sector organizations manage and communicate their finances. With a mission to bring clarity, confidence, and transparency to local governments and school districts across the United States, we provide a cloud‑based platform that unifies planning, budgeting, reporting, and compliance into a single, intuitive experience. Over 2,000 public‑sector entities already rely on brighthush to streamline their financial operations, empower decision‑makers, and deliver measurable value to the communities they serve.

Our technology is built on the belief that data should be accessible, actionable, and auditable. By integrating seamlessly with existing ERP and reporting systems, we eliminate silos, reduce manual effort, and enable finance teams to focus on what matters most: making informed, data‑driven decisions that benefit residents, students, and taxpayers alike.

Core Values That Drive Our Culture

• Be Clear & Credible – We communicate with honesty, transparency, and consistency. Our credibility is the foundation of every partnership we build.
• Be Human – Empathy and kindness guide our interactions. We celebrate the people behind the work and create space for collaboration and support.
• Be Better Together – Inclusion is at the heart of our community. We share successes, lift each other through challenges, and treat teamwork as our greatest advantage.
• Be Honourable – Integrity drives every decision. We act with intention, honor commitments, and hold ourselves accountable, even when no one is watching.
• Be Connected – Culture is built on connection. We celebrate wins, learn from setbacks, and ensure everyone feels seen, welcomed, and valued.

What Makes You a Great Fit

• Ownership mindset – you take responsibility for outcomes and follow through relentlessly.
• Clear, concise communication – you articulate complex ideas in a way that resonates with both technical and non‑technical stakeholders.
• Problem‑solving agility – you thrive in dynamic environments and can navigate ambiguity with confidence.
• Rapid learning – you adapt quickly to new tools, processes, and market shifts.
• Team‑first attitude – you care about collective success as much as individual achievements.
• Humor and perspective – you bring levity and insight to every interaction, fostering a positive and productive atmosphere.

About the Role

As a Customer Success Manager at brighthush, you will own the end‑to‑end health, value realization, retention, and upsell of a portfolio of 100–150 medium‑sized public‑sector accounts. Operating within a mid‑touch to high‑touch engagement model, you will balance personalized executive relationships with scalable operational efficiency. You will serve as the trusted partner to finance leaders and department heads, leveraging deep product knowledge, process mapping, and technical integration expertise to mitigate churn, drive adoption, and articulate clear ROI.

Key Performance Indicators

• Retention & Growth – Net Retention Rate (NRR), Gross Retention Rate (GRR), and expansion metrics (upsell/price increase).
• Forecast Accuracy – Maintain accurate, predictable quarterly retention, churn risk, and expansion pipeline forecasting across your portfolio.
• Stakeholder Engagement – Sustain multi‑threaded account coverage and executive engagement, ensuring customers actively participate in our Journey Model.

Key Responsibilities

• Cadence & Milestone Execution – Lead monthly milestone‑based meetings (QBRs, EBRs, partnership reviews, renewals, admin/technical check‑ins) to keep accounts on track.
• Value Realization & Success Planning – Translate product capabilities into measurable business outcomes, shifting conversations from mechanics to ROI. Build Success Plans for 100% of your portfolio.
• Revenue & Retention Forecasting – Deliver data‑driven forecasts for renewals, downsell risks, and expansion opportunities; collaborate with CS Ops/RevOps on Salesforce stage exit criteria, rate‑increase workflows, and pipeline data integrity.
• Proactive Risk Management & Retention – Monitor account health signals to flag at‑risk accounts early, driving structured, proactive risk mitigation plans that protect GRR/NRR.
• Commercial Expansion Strategy – Apply commercial acumen to identify product limits, usage spikes, module additions, and feature gaps; convert customer health signals into qualified expansion pipeline (SQLs) to achieve portfolio growth targets.
• Leadership & Health Reporting – Conduct quarterly Book of Business (BoB) readouts to CS Leadership detailing account pulse, risk mitigation strategies, and pipeline growth, alongside monthly health tracking updates.

Essential Qualifications

• Experience – 3–5 years in Customer Success, Account Management, or a client‑facing role within a B2B SaaS environment. Experience with GovTech or public‑sector customers is a plus.
• Adaptability & Culture Fit – Thrive in ambiguous, fast‑moving environments; comfortable navigating evolving structures, fluid processes, and rapid operational changes.
• Commercial Acumen & Expansion Expertise – Proven track record of identifying growth triggers, converting usage into qualified expansion pipeline, managing upsell cycles, executing rate increases, and scaling NRR.
• Risk & Portfolio Management – Successful management of 100+ accounts using structured, value‑driven frameworks, proactive risk mitigation, and process mapping.
• AI & Operational Scalability – Ability to leverage AI‑driven tools, automation, and productivity workflows to scale customer engagement while maintaining high‑touch quality.
• Forecasting & Revenue Acumen – Proficiency in retention and growth forecasting, SaaS metrics (NRR/GRR), and pipeline management in Salesforce.
• Technical & Integration Acumen – Solid grasp of integration protocols, common customer data pain points, and client ERP/reporting workflows.
• Tooling & Ops Proficiency – Working knowledge of Salesforce (SFDC) for pipeline/opportunity management and CS platforms (ChurnZero, Gong) for forecast and health tracking.
• Executive Engagement – Skilled in multi‑threading accounts, articulating competitive differentiation, and leading executive ROI discussions.

Preferred Qualifications

• Experience in a high‑growth SaaS company with a focus on public‑sector solutions.
• Background in finance or accounting, providing deeper insight into the challenges of local governments and school districts.
• Certifications in customer success or account management (CSM, CSPO).
• Fluency in data‑analysis tools (Excel, Tableau, Power BI) to support ROI storytelling.

Skills & Competencies for Success

• Strategic thinking and analytical rigor.
• Exceptional written and verbal communication.
• Strong stakeholder management and influence.
• Project management and organizational excellence.
• Customer‑centric mindset with a passion for advocacy.
• Resilience and adaptability in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous growth. As a Customer Success Manager, you will:

• Advance to Senior CSM or Customer Success Leadership roles as you demonstrate impact.
• Participate in cross‑functional initiatives, gaining exposure to product, sales, and engineering.
• Access a robust learning ecosystem, including mentorship, internal training, and industry conferences.
• Contribute to the evolution of our customer success framework, shaping best practices that scale across the organization.

Work Environment & Culture Highlights

• Fully remote with flexible work hours to support work‑life balance.
• Collaborative, high‑performing team that values transparency and open communication.
• Culture of experimentation, continuous improvement, and data‑driven decision‑making.
• Regular virtual team‑building events, hackathons, and community outreach initiatives.
• Commitment to diversity, equity, and inclusion – we celebrate Apply for this job