Senior Customer Success Manager – Mid‑Market Growth Strategist & AI‑Powered Customer Advocacy Leader (Remote, USA) – Champion Customer Success, Data‑Driven Insights, and Expansion at brighthush

Welcome to brighthush – Where Talent Meets Technology

At brighthush, we’re redefining the hiring experience by marrying advanced artificial intelligence with a deeply human touch. Since our founding in 2014, we’ve grown from a nimble startup into a fully distributed, high‑velocity team of over 200 innovators, data scientists, and customer champions. Our platform empowers hiring organizations to make smarter, faster, and more confident decisions by turning raw data into actionable hiring insights.

As a remote‑first company, brighthush offers a flexible, inclusive work environment that encourages collaboration across time zones, cultures, and disciplines. We value curiosity, ownership, and a relentless focus on customer success. If you thrive in a fast‑paced, high‑impact setting and want to be part of a team that is reshaping the hiring landscape, brighthush is the place for you.

Why This Role Matters

The Senior Customer Success Manager – Mid‑Market Growth Strategist is the linchpin of our customer experience engine. You will partner with 40–50 mid‑market accounts, steering them from onboarding through renewal and beyond. Your influence will shape how our clients unlock rapid time‑to‑value, achieve measurable business outcomes, and realize tangible ROI from our platform. By leveraging AI tools and data analytics, you’ll proactively engage customers, uncover growth opportunities, and drive product enhancements that resonate with evolving customer needs.

What You’ll Do Every Day

• Portfolio Ownership: Own a dynamic book of mid‑market customers, focusing on retention, adoption, satisfaction, and strategic health. Own success metrics and continuously refine strategies to exceed expectations.
• Onboarding & Adoption: Design and lead comprehensive onboarding plans that accelerate time‑to‑value. Collaborate with product, support, and implementation teams to ensure a seamless transition from trial to full implementation.
• Customer Health Monitoring: Use quantitative dashboards and qualitative insights to proactively flag at‑risk accounts. Recommend corrective actions and coordinate with cross‑functional teams to mitigate churn.
• Strategic Success Planning: Develop and execute success plans that align with each customer’s business goals. Translate business objectives into actionable milestones and deliverables.
• Renewal Execution: Drive renewal conversations, negotiate terms, and partner closely with Sales to secure long‑term commitments. Ensure a smooth handoff and continuous value delivery.
• Growth Influence: Identify upsell and cross‑sell opportunities. Craft compelling value narratives and collaborate with Strategic Account Executives to close expansion deals.
• Business Reviews: Conduct periodic business reviews (QBRs) to showcase value, surface insights, and deepen relationships. Use data storytelling to illustrate impact.
• Customer Advocacy: Serve as the voice of the customer within brighthush. Advocate for product improvements, feature requests, and process enhancements that elevate the customer experience.
• Cross‑Functional Collaboration: Partner with Product, Support, Marketing, and Engineering to align on customer priorities and deliver a cohesive experience.
• AI‑Enabled Execution: Integrate AI tools into daily workflows—account research, customer insights, success planning, QBR preparation, risk identification, and internal processes—to increase speed and quality.

Essential Qualifications

• 5+ years of customer success or account management experience, preferably in SaaS or tech‑enabled services.
• Proven track record managing mid‑market portfolios (40–60 accounts) with measurable success in retention, adoption, and expansion.
• Strong analytical mindset: ability to interpret usage data, derive insights, and translate them into actionable plans.
• Excellent communication skills—capable of articulating value to both technical users and executive stakeholders.
• Experience working with AI or data‑driven tools to enhance customer engagement and operational efficiency.
• Demonstrated ability to collaborate cross‑functionally and influence product direction based on customer feedback.
• Self‑starter with a proactive approach to problem‑solving and a passion for continuous improvement.
• U.S. residency with the permanent and unrestricted right to work in the United States; no sponsorship required.

Preferred Qualifications

• Experience in the recruiting, HR tech, or talent assessment space.
• Background in data science or analytics, with familiarity in SQL, Python, or similar tools.
• Knowledge of AI ethics and responsible AI practices.
• Previous experience leading or mentoring junior customer success professionals.
• Strong project management skills and familiarity with tools such as Asana, Trello, or Jira.

Core Skills & Competencies

• Relationship Building: Ability to develop deep, long‑term relationships with stakeholders at all levels.
• Value Articulation: Clear communication of ROI and business impact across diverse audiences.
• Data‑Driven Decision Making: Interpreting customer and usage data to guide proactive actions.
• Strategic Thinking: Aligning solutions with customer business models and outcomes.
• Collaboration: Partnering with Sales, Product, Support, and Marketing to deliver seamless results.
• AI Fluency: Using AI tools to delegate tasks, evaluate outputs, and build workflows that improve speed and quality.
• Resilience & Adaptability: Anticipating challenges and driving solutions collaboratively.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you will:

• Lead initiatives that shape the future of our customer success organization.
• Mentor junior team members and share best practices across the company.
• Participate in cross‑functional projects that influence product strategy and market positioning.
• Access continuous learning resources, including AI workshops, industry conferences, and internal knowledge hubs.
• Progress into leadership roles such as Customer Success Director, Head of Customer Success, or VP of Customer Experience.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparency: Open communication channels and a culture of feedback.
• Innovation: Encouraging experimentation with AI and new technologies to solve customer challenges.
• Diversity & Inclusion: A welcoming environment for people of all backgrounds, perspectives, and experiences.
• Work‑Life Balance: Unlimited paid time off, flexible work hours, and a focus on results rather than hours.
• Community: Regular virtual team events, hackathons, and knowledge‑sharing sessions.

Compensation & Benefits

While specific figures may vary, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Stock options with a 4‑year vesting schedule, allowing you to share in the company’s long‑term success.
• Comprehensive medical, dental, and vision insurance (90% coverage for employees and dependents).
• Flexible Spending Account (FSA) for healthcare and dependent care expenses.
• 401(k) with profit‑sharing contributions to help you plan for the future.
• Unlimited paid time off, with an expectation of taking at least 3 weeks annually, plus 20 company holidays.
• Monthly remote‑work stipend to support your home‑office setup.
• Parental leave: 16 weeks for primary caregivers and 12 weeks for secondary caregivers.
• Short‑ and long‑term disability and life insurance coverage.
• Choice of laptop and other technology allowances.
• Opportunities for internal mobility and career growth.

How to Apply

Ready to make a tangible impact on the hiring journeys of thousands of organizations? Join brighthush and help shape the future of talent assessment. Click the link below to submit your application and take the first step toward an exciting career where your work truly matters.

Apply to brighthush Today