Senior Customer Success Manager – Mid‑Market Growth & Retention Specialist for Self‑Care Industry at brighthush

About brighthush

brighthush is the pioneering client‑experience platform that empowers appointment‑based, self‑care businesses to deliver unforgettable moments to their clients. Founded in 2016, our founders spent months interviewing salon managers and working behind front desks to uncover the real pain points of the industry. This deep, hands‑on research informed the design of a modern, intuitive platform that scales from single‑location salons to multi‑location spa chains, medspas, barbershops, and beyond.

Our mission is simple yet powerful: help our customers not only survive but thrive in a highly competitive market. We do this by combining data‑driven insights, automation, and a customer‑centric mindset to streamline operations, boost revenue, and elevate the client experience.

At brighthush, curiosity and experimentation are core values. We believe that the most sophisticated solutions are built from simple, elegant ideas. Every feature, every interaction, and every data point is crafted to maximize potential, power, and impact for our customers.

We celebrate diversity, inclusion, and equal opportunity. Our team is built on a foundation of varied backgrounds and perspectives, and we encourage openness and authenticity in everything we do.

Why Join brighthush?

As a Customer Success Manager at brighthush, you will be at the heart of our growth engine. You’ll partner with sophisticated, multi‑location self‑care businesses, ensuring they realize continuous value from our platform and become long‑term advocates. Your work will directly influence product strategy, customer satisfaction, and revenue expansion.

We offer a collaborative, high‑energy environment where your ideas are heard and your impact is tangible. You’ll work cross‑functionally with Product, Engineering, Marketing, and Sales to shape the future of the self‑care industry.

Role Overview

In this role, you will own a book of business end‑to‑end, proactively managing account health, renewals, and growth opportunities. You’ll be the trusted advisor for our Mid‑Market customers, guiding them from post‑onboarding to sustained success while driving adoption, upsell, and cross‑sell.

Key Responsibilities

• Post‑Onboarding Relationship Management: Guide customers toward sustained value realization and long‑term success with the brighthush platform.
• Retention & Renewal Leadership: Monitor account health, identify risk signals, and execute contract renewals with data‑driven judgment.
• Structured Engagements: Conduct regular check‑ins, business reviews, and account planning sessions for a Mid‑Market book of business.
• Trusted Relationship Building: Build and maintain trusted relationships with stakeholders across each account, from front‑desk managers to executive leaders.
• Customer Advocacy: Surface feedback, trends, and risks internally to inform product and cross‑functional action.
• Growth & Adoption Champion: Identify opportunities to boost product adoption and drive upsell/cross‑sell within your book.
• Mentorship & Support: Serve as a go‑to resource for newer CSMs on complex account situations and escalations.

Essential Qualifications

• 3+ years managing a Mid‑Market book of business, with a proven track record in retention, renewals, and relationship management.
• Experience managing complex, multi‑location accounts independently, translating technical solutions for stakeholders of varying technical depth.
• Strong business acumen: ability to understand customer goals, identify risk early, and prioritize across a diverse, multi‑location portfolio.
• Exceptional emotional intelligence: clear, empathetic communication that delivers direct messages while preserving trust and long‑term relationships.
• Comfortable managing competing priorities and evolving processes, executing under ambiguity while maintaining a high bar for follow‑through.
• Growth mindset: proactively identifies and drives expansion opportunities using customer context, usage data, and sound judgment.
• Skilled at risk identification and escalation, activating playbooks and internal partners to protect retention.
• Analytical mindset: comfortable analyzing customer metrics and translating insights into clear, data‑driven recommendations.
• Experience mentoring or supporting newer CSMs, or a clear interest in growing into that role.

Preferred Qualifications

• Prior experience in the salon, spa, or wellness industry.
• Knowledge of SaaS metrics such as NPS, CSAT, churn, and LTV.
• Experience with CRM and customer success platforms (e.g., Gainsight, Totango).
• Background in data analysis or SQL.

Skills & Competencies

• Strategic thinking and execution.
• Strong written and verbal communication.
• Customer‑centric mindset.
• Analytical and data‑driven decision making.
• Collaboration across cross‑functional teams.
• Adaptability and resilience in a fast‑paced environment.
• Proficiency in Microsoft Office, Google Workspace, and customer success tools.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career development. As a Customer Success Manager, you will:

• Progress to Senior CSM, Lead CSM, or Customer Success Director roles.
• Take on strategic projects that shape product roadmap and customer experience.
• Participate in leadership training, mentorship programs, and industry conferences.
• Access to an internal knowledge base, peer‑learning sessions, and cross‑departmental workshops.

Work Environment & Culture

Our culture blends high performance with genuine care. We prioritize:

• Work‑life balance: flexible schedules, fully remote work, and a supportive environment.
• Continuous feedback: regular check‑ins, performance reviews, and open communication.
• Diversity and inclusion: a team that values different perspectives and fosters belonging.
• Innovation: a culture that encourages experimentation, learning from failure, and celebrating successes.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, motivate, and retain top talent.

• Base Salary: $92,000 (subject to market and experience).
• Performance Bonus: Up to $23,000 OTC based on individual and company performance.
• Equity Participation: All full‑time employees receive equity, aligning your success with brighthush’s long‑term growth.
• Health & Wellness: Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage.
• HSA Contribution: $1,200 annual employer contribution for eligible plans.
• Dental, Vision, Life & Disability: 100% covered.
• Parental Leave: 12 weeks fully paid U.S. parental leave for all new parents.
• Paid Time Off: Flexible PTO plus 10 U.S. company holidays.
• Remote Work Support: $200 home office setup allowance and $50 monthly WFH reimbursement.
• Well‑being Perks: $200 quarterly brighthush Bucks to prioritize your well‑being and stay connected to the industry.
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