Senior Customer Success Manager – Product Adoption & Growth Strategy Lead – Championing Customer Retention, Upsell, and Advocacy at brighthush

Introduction: Why brighthush is the Future of Customer Success

In today’s hyper‑competitive SaaS landscape, the most successful companies are those that treat customer success not as a support function, but as a strategic engine that fuels growth, loyalty, and advocacy. brighthush is at the forefront of this movement, delivering a cloud‑native platform that empowers businesses to streamline operations, unlock data‑driven insights, and create unforgettable customer experiences. With a rapidly expanding customer base across diverse verticals, brighthush is on a mission to set new standards for how technology can elevate the human connection between product and user.

As we scale, we recognize that the heart of our success lies in the relationships we build with our customers. That’s why we’re looking for an experienced Senior Customer Success Manager who will lead our product adoption and growth initiatives, turning every interaction into a strategic advantage.

Role Overview: The Strategic Champion of the Customer Journey

In this pivotal role, you will be the voice of the customer across brighthush, collaborating with Product, Marketing, Sales, and Support to design seamless, high‑impact experiences that drive retention, upsell, and advocacy. Reporting directly to the Senior Manager of Customer Support, you will shape strategy, influence the product roadmap, and mentor a high‑performing team of Customer Success Managers (CSMs) and Team Leads.

Key Responsibilities

• Build and Scale a World‑Class Customer Success Team – Recruit, onboard, coach, and develop a diverse group of CSMs and Team Leads who consistently exceed performance goals.
• Own the End‑to‑End Customer Lifecycle – Design, implement, and refine processes for onboarding, adoption, renewal, upsell, and expansion, ensuring friction is minimized and value is realized quickly.
• 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.
• Champion Customer Advocacy & Voice of Customer – 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 – 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 built 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.

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.