Senior Customer Success Manager – Product Adoption & Growth Strategy Lead at brighthush

About brighthush and the Opportunity

brighthush is a forward‑thinking, cloud‑native SaaS platform that empowers businesses to streamline operations, enhance customer engagement, and unlock data‑driven insights. With a rapidly growing customer base across multiple verticals, we are on a mission to deliver world‑class experiences that keep our clients thriving and loyal. We believe that the heart of our success lies in the relationships we build with our customers, and that is why we are looking for a seasoned Senior Customer Success Manager to lead our product adoption and growth initiatives.

In this role, you will be the champion of the customer journey, working closely with cross‑functional teams—Product, Marketing, Sales, and Support—to create seamless, high‑impact experiences that drive retention, upsell, and advocacy. You will report directly to the Senior Manager of Customer Support and will have the authority to shape strategy, influence product roadmap, and mentor a high‑performing team of Customer Success Managers (CSMs) and Team Leads.

Key Responsibilities

• Lead and Scale the Customer Success Function – Build a world‑class team of CSMs and Team Leads, hiring, onboarding, and coaching them to exceed performance goals.
• Strategic Process Design – Own the end‑to‑end customer lifecycle: onboarding, adoption, renewal, upsell, and expansion. Design and refine processes that reduce friction and accelerate value realization.
• Data‑Driven Decision Making – Leverage analytics to identify churn risks, adoption gaps, and upsell opportunities. Translate insights into actionable plans and track progress against KPIs.
• Cross‑Functional Collaboration – Partner with Marketing to craft post‑sales engagement campaigns, with Sales to align on hand‑off and expansion opportunities, and with Product to advocate for customer‑centric features.
• Customer Advocacy & Voice of Customer – Champion the customer voice within brighthush. Conduct regular health checks, gather feedback, and drive initiatives that turn satisfied users into brand ambassadors.
• Financial Stewardship – Work with Finance and Product to model revenue impact of adoption initiatives, aiming to increase MRR from non‑enterprise clients by at least 20% within the first year.
• Continuous Improvement & Process Optimization – Champion a culture of continuous improvement. Identify bottlenecks, implement best practices, and ensure all processes are documented, scalable, and aligned with company goals.
• Leadership & Mentorship – Provide regular coaching, performance reviews, and career development plans for your team. Foster a collaborative, high‑energy environment that encourages innovation and accountability.

Essential Qualifications

• Master’s degree (MBA or equivalent) with a strong focus on business strategy, operations, or customer experience.
• Minimum 3–5 years of progressive leadership experience in a B2B SaaS Customer Success or Account Management role.
• Proven track record of driving customer adoption, reducing churn, and increasing upsell revenue in a subscription‑based business.
• Strong analytical mindset with experience using CRM, CSAT, NPS, and product usage analytics tools.
• Excellent written and verbal communication skills, capable of presenting to C‑suite executives, product teams, and frontline staff.
• Deep empathy for customers and a relentless focus on delivering value in every interaction.
• Technical proficiency – comfortable navigating SaaS platforms, understanding APIs, and translating technical concepts for non‑technical stakeholders.
• Process‑oriented mindset with a history of designing scalable workflows and SOPs.
• Exceptional problem‑solving abilities and a proactive approach to tackling challenges.
• Experience leading, coaching, and empowering teams to achieve ambitious goals.

Preferred Qualifications

• Experience in a high‑growth startup environment where you had to build Customer Success from the ground up.
• Familiarity with advanced customer success metrics such as Customer Lifetime Value (CLV), Net Revenue Retention (NRR), and Customer Health Scores.
• Background in marketing or product management, providing a holistic view of the customer journey.
• Knowledge of the latest industry trends in customer success technology, such as AI‑driven recommendation engines and automated onboarding flows.
• Prior experience with remote team management and distributed work cultures.

Key Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day operations.
• Leadership & Influence – Inspire and motivate teams across functions and geographies.
• Customer‑Centric Mindset – Put the customer at the center of every decision.
• Data Literacy – Translate numbers into insights and action plans.
• Communication & Storytelling – Articulate complex ideas clearly to diverse audiences.
• Project Management – Deliver initiatives on time, within scope, and with measurable impact.
• Adaptability & Resilience – Thrive in a fast‑paced, evolving environment.
• Technical Aptitude – Comfortable with SaaS tools, APIs, and basic data querying.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As Senior Customer Success Manager, you will:

• Lead high‑visibility projects that shape the future of our product and customer experience.
• Collaborate with senior leaders across the organization, gaining exposure to strategy, product, and finance.
• Participate in leadership training programs, mentorship circles, and industry conferences.
• Earn performance‑based bonuses and equity through our ESOP program, aligning your success with the company’s growth.
• Advance to Director of Customer Success or VP of Customer Experience within 3–5 years, depending on performance and business needs.

Work Environment & Culture at brighthush

We are a fully remote, globally distributed team that values flexibility, transparency, and collaboration. Our culture is built on:

• Trust & Autonomy – You’ll have the freedom to own your initiatives and the support to execute them.
• Continuous Feedback – Regular check‑ins, 360‑degree reviews, and open channels keep everyone aligned.
• Diversity & Inclusion – We celebrate diverse perspectives and foster an inclusive environment where everyone can thrive.
• Innovation & Experimentation – We encourage calculated risk‑taking and reward creative solutions.
• Work‑Life Balance – Flexible hours, unlimited vacation, and a focus on outcomes over hours worked.

Compensation & Benefits

While the exact figures are tailored to experience and market benchmarks, you can expect:

• Competitive base salary aligned with industry standards for senior Customer Success leaders.
• Performance‑based bonuses tied to key metrics such as churn reduction, MRR growth, and customer satisfaction.
• Equity participation through our ESOP program, giving you a stake in brighthush’s future.
• Full remote working setup stipend to equip you with the tools you need.
• Health, dental, and vision insurance (for you and your dependents).
• Professional development budget for courses, certifications, and conferences.
• Unlimited paid time off and a generous parental leave policy.

How to Apply

If you are passionate about turning customer success into a strategic advantage and ready to lead a high‑impact team, we want to hear from you. Submit your resume, a brief cover letter outlining your most significant customer success achievement, and any relevant portfolio or case studies.

Join brighthush and help shape the future of customer experience in the SaaS industry. Together, we’ll create products that customers love and businesses that thrive.