Senior Customer Success Manager – Mid‑Market Growth & Retention Specialist – Drive Customer Success, Adoption, and Revenue Expansion at brighthush

About brighthush

brighthush is redefining the future of customer experience with an AI‑powered contact center platform that delivers instant, data‑driven insights. By combining real‑time agent assistance, automated call scoring, and conversational analytics, we empower customer service teams to turn every interaction into a measurable business advantage. Our mission is simple: make customer success effortless, measurable, and scalable for every brand that cares about its people and its customers.

Why brighthush?

At brighthush, we’re building the next generation of customer experience. Our culture is anchored in six core values that guide every decision, every interaction, and every product release:

• Anchor on Success – We start with a clear vision of success and set ambitious, outcome‑driven goals.
• Love Every Customer – Every client, regardless of size or complexity, receives the same level of care and attention.
• Talk Things Out – Open, honest dialogue is the foundation of problem solving and innovation.
• Always Be Growing – Continuous learning is a personal and collective responsibility.
• Own the Work – Initiative, ownership, and a results‑oriented mindset define our team.
• Start with Gratitude – Appreciation fuels collaboration and resilience, even in challenging moments.

When you join brighthush, you’ll become part of a high‑energy, fully remote team that values autonomy, creativity, and impact. We invest in your professional growth, offer a competitive compensation package, and celebrate your successes—both big and small.

Role Overview

As a Senior Customer Success Manager – Mid‑Market Growth & Retention Specialist, you will own a portfolio of 20–25 mid‑market accounts, totaling approximately $1.6 M in annual recurring revenue. Your mission is to ensure each customer achieves tangible results from brighthush’s AI platform, drives adoption, and expands their investment over time. You will be the primary advocate for your customers inside brighthush, collaborating with product, engineering, sales, and marketing to remove obstacles and uncover new opportunities.

Key Responsibilities

• Customer Relationship Management – Build and nurture deep, trust‑based relationships with C‑level leaders and key stakeholders. Understand their business objectives, pain points, and success metrics.
• Strategic Advisory – Translate complex technical capabilities into clear, business‑centric outcomes. Serve as a trusted advisor who helps customers align brighthush’s solutions with their strategic goals.
• Renewal & Expansion Leadership – Own the full renewal cycle for each account, including forecasting, negotiation, and execution. Identify upsell and cross‑sell opportunities that align with customer needs.
• Adoption & Value Realization – Provide resources, training, and best‑practice guidance to accelerate adoption. Track usage metrics, surface insights, and quantify ROI to demonstrate value.
• Risk Management & Proactive Support – Monitor health scores, engagement levels, and usage patterns to pre‑empt churn. Escalate issues, coordinate cross‑functional solutions, and keep customers on track.
• Data‑Driven Insights – Analyze customer data, generate actionable reports, and present findings to senior stakeholders. Use data to inform strategy and drive continuous improvement.
• Cross‑Functional Collaboration – Partner with product, engineering, sales, and marketing to relay customer feedback, influence roadmap, and coordinate go‑to‑market initiatives.
• Process & Tool Optimization – Champion best practices for customer success processes, CRM usage, and knowledge base development. Continuously refine workflows to increase efficiency.

Essential Qualifications

• 4+ years of experience in Customer Success, Account Management, or a related customer‑facing role.
• Proven track record managing mid‑market or enterprise accounts, including successful renewal and expansion outcomes.
• Strong business acumen with a deep understanding of customer success frameworks and metrics.
• Exceptional written, verbal, and presentation skills—capable of communicating complex ideas to diverse audiences.
• Analytical mindset: ability to interpret data, identify trends, and translate insights into actionable recommendations.
• Excellent organizational and time‑management skills, with the ability to juggle multiple high‑priority accounts simultaneously.

Preferred Qualifications

• Experience with Customer Success platforms such as brighthush, brighthush, or similar tools.
• Familiarity with CRM systems like brighthush and data‑visualization tools such as brighthush or brighthush.
• Background in contact center operations or AI‑driven customer experience solutions.
• Experience leading change‑management or adoption initiatives.
• Proficiency in using AI tools to enhance workflow efficiency.

Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and outcomes.
• Strategic Thinking – Ability to see the big picture and align customer goals with business objectives.
• Problem‑Solving – Creative, data‑driven approach to identifying and resolving customer challenges.
• Influence & Negotiation – Skilled at building consensus and negotiating mutually beneficial agreements.
• Collaboration & Teamwork – Comfortable working cross‑functionally and fostering a collaborative environment.
• Adaptability & Resilience – Thrive in a fast‑paced, evolving environment and remain calm under pressure.

Career Growth & Development

At brighthush, your career path is designed to evolve with your ambitions. Starting as a Senior Customer Success Manager, you can progress to:

• Enterprise Customer Success Manager – Manage larger, more complex implementations and deepen strategic partnerships.
• Customer Success Leadership – Mentor and lead a team of CSMs, shape strategy, and drive company‑wide retention and expansion goals.
• Product & Strategy Roles – Transition into product management or customer experience strategy, leveraging your deep customer insights.

We support your growth through dedicated learning stipends, mentorship programs, and access to industry conferences and certifications.

Work Environment & Culture

brighthush is a fully remote, U.S.‑only organization. You’ll have the flexibility to work from anywhere while staying connected to a vibrant, collaborative community. Our remote culture is built on:

• Weekly virtual team huddles and cross‑functional syncs.
• Transparent communication channels (Slack, Teams, and email).
• Regular virtual social events and team‑building activities.
• Clear career development plans and quarterly performance reviews.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and support work‑life balance:

• Base Salary – $75,000–$80,000 per year.
• On‑Target Earnings (OTE) – $120,000 per year, including performance‑based incentives.
• Health & Wellness – Comprehensive medical, dental, and vision coverage.
• Retirement – 401(k) plan with company match.
• Paid Time Off – Unlimited PTO to support personal and professional needs.
• Learning Stipends – Annual budget for courses, certifications, and conferences.
• Remote Work Allowance – Home office stipend to create a productive workspace.
• Employee Recognition – Quarterly awards and shout‑outs for outstanding contributions.

Hiring Process

Our streamlined hiring process is designed to respect your time while giving us a clear view of your fit:

• Virtual phone screen with the Hiring Manager.
• Second‑round video interview with cross‑functional stakeholders.
• Take‑home assessment focused on customer success strategy and data analysis.
• Final interview with senior leadership.

Throughout the process, we’ll share insights into our culture, the role’s expectations, and the impact you’ll have on our customers.

Equal Employment Opportunity

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace where all individuals are treated with respect and have equal opportunities to succeed. We make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. brighthush is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process.

How to Apply

Ready to make a difference? Visit brighthush.ai/careers, click “See Open Roles,” and select “Senior Customer Success Manager – Mid‑Market Growth & Retention Specialist.” Submit your application and let’s start a conversation about how you can help our customers thrive.

Join brighthush Today

At brighthush, you’ll be part of a mission‑driven team that values innovation, collaboration, and customer impact. If you’re passionate about building lasting relationships, driving measurable outcomes, and growing alongside a forward‑thinking company, we want to hear from you. Apply now and help shape the future of customer success.