Senior Customer Success Manager – Remote Mid‑Market Growth & Retention Specialist – Champion Strategic Customer Expansion & Retention at brighthush

About brighthush – Empowering Businesses to Build Lasting Customer Relationships

brighthush is a global trailblazer in customer relationship management, marketing automation, and sales enablement. Our mission is simple yet powerful: help organizations of every size unlock the full potential of their data, streamline workflows, and accelerate sustainable growth. By delivering an integrated platform that brings together CRM, marketing, and sales tools, we enable businesses to create personalized, data‑driven experiences that keep customers engaged and loyal.

At brighthush, we’re more than a technology company – we’re a community of curious, collaborative, and continuously learning professionals. Our culture is built on transparency, empowerment, and a relentless focus on customer success. We celebrate diversity, champion inclusion, and encourage every team member to bring their authentic self to work.

Why brighthush? The Vision & Impact

In today’s hyper‑competitive marketplace, customer experience is the ultimate differentiator. brighthush’s platform gives companies the tools to understand, anticipate, and delight their customers at every touchpoint. As a Senior Customer Success Manager, you will be at the forefront of this transformation, turning data into action and strategy into measurable results.

Role Overview – Your Impact as a Senior Customer Success Manager

As a Senior Customer Success Manager on our Mid‑Market team, you will be the trusted advisor for our most complex and high‑value customers. Working fully remotely, you will partner with executives, product leaders, and technical teams to ensure our customers achieve measurable success with the brighthush platform and related services. Your strategic guidance, data‑driven insights, and cross‑functional collaboration will directly influence customer retention, adoption, and expansion.

Key Responsibilities – What You’ll Do Every Day

• Strategic Account Leadership: Design and execute quarterly action plans that align with each customer’s core metrics and business objectives. Segment your book of business by risk and growth potential, and craft targeted tactics to mitigate churn while maximizing upsell opportunities.
• High‑Touch Customer Ownership: Serve as the primary point of contact for complex, high‑value accounts. Build deep relationships with key decision makers and stakeholders, ensuring their needs are understood and met.
• Forecasting & Renewal Management: Maintain accurate forecasting notes, including future outreach plans and risk mitigation strategies, for customers up for renewal within the next six months.
• Proactive Engagement: Conduct regular scheduled and ad‑hoc calls, webinars, and workshops to help customers derive maximum value from their investment. Share best practices and success stories to inspire adoption.
• Technical Advocacy: Understand and address advanced technical needs. Collaborate with internal engineering, product, and support teams to resolve complex inquiries and drive product improvements.
• Success Criteria & Goal Alignment: Work closely with customers to define clear success metrics, co‑create roadmaps, and hold both parties accountable for achieving outcomes.
• Expansion & Upsell: Identify opportunities to broaden the customer’s use of the brighthush product suite and professional services. Champion the value of additional modules and integrations.
• Health Monitoring & Risk Management: Continuously monitor customer health scores, flag potential risks, and implement mitigation plans to safeguard retention.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Support to ensure a seamless customer experience and to drive adoption initiatives.
• Team Leadership & Mentorship: Onboard new team members, provide coaching, and share best practices to elevate overall team performance.
• Process Improvement: Lead initiatives to refine and standardize processes, enhancing quality, effectiveness, and efficiency across the Customer Success organization.

Data‑Driven Success & Forecasting

Leverage advanced analytics to track adoption, usage patterns, and ROI for each account. Translate complex data sets into actionable insights that inform strategic decisions and drive customer advocacy.

Growth & Expansion Initiatives

Collaborate with the Sales Enablement team to identify cross‑sell and upsell opportunities. Develop tailored value propositions that resonate with each customer’s unique business challenges.

Team Leadership & Process Excellence

Mentor junior Customer Success Managers, fostering a culture of continuous improvement. Champion best practices in account management, documentation, and communication to elevate the overall performance of the Customer Success organization.

Essential Qualifications – What We Expect

• 5+ years of experience managing, nurturing, and scaling customer relationships in a high‑quota or retention‑focused role.
• Proven track record of forecasting retention risks and implementing successful mitigation strategies.
• Exceptional verbal and written communication skills, with the ability to present complex strategies to executives, technical teams, and end users.
• Highly organized, detail‑oriented, and adept at prioritizing competing tasks to meet deadlines.
• Self‑motivated, confident, and collaborative, with a strong sense of ownership and accountability.
• Demonstrated passion for continuous learning and skill development.
• Drive to exceed expectations and deliver measurable impact.
• Comfortable with emerging technologies, including AI, and eager to adopt new tools that enhance customer success.

Preferred Qualifications – Bonus Points

• Experience working with mid‑market or enterprise SaaS customers.
• Background in CRM, marketing automation, or sales enablement platforms.
• Knowledge of data analytics and ability to translate metrics into actionable insights.
• Experience leading or mentoring a Customer Success team.
• Familiarity with customer health scoring models and churn prediction techniques.

Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Relationship Building: Proven skill in cultivating trust with C‑suite executives and cross‑functional stakeholders.
• Analytical Acumen: Comfortable working with data dashboards, CRM reports, and performance metrics.
• Problem‑Solving: Creative and decisive in resolving complex customer challenges.
• Influence & Negotiation: Persuasive communication that drives alignment and commitment.
• Adaptability: Thrives in a fast‑paced, evolving environment.
• Team Collaboration: Works effectively with Sales, Product, Marketing, and Support to deliver a unified customer experience.

Career Growth & Learning Opportunities

At brighthush, professional growth is a shared journey. As a Senior Customer Success Manager, you will:

• Progress to leadership roles such as Customer Success Director or VP of Customer Success.
• Participate in cross‑functional projects that shape product strategy and go‑to‑market initiatives.
• Access a robust learning ecosystem, including internal training, industry conferences, and certification programs.
• Receive mentorship from senior leaders and peers who champion a culture of knowledge sharing.
• Contribute to thought leadership through blog posts, webinars, and community events.

Work Environment & Culture at brighthush

Our culture is built on transparency, empowerment, and a relentless focus on customer success. You will experience:

• A fully remote work model with flexible hours, allowing you to balance personal and professional commitments.
• Regular virtual town halls, team stand‑ups, and informal coffee chats to foster connection across locations.
• A collaborative environment where ideas are valued and cross‑team initiatives are encouraged.
• Access to cutting‑edge tools and resources that enable you to deliver exceptional customer outcomes.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and respected.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior Customer Success roles.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and reimbursement for relevant certifications.
• Access to wellness programs, mental health resources, and employee assistance programs.
• Flexible work arrangements and a fully remote setup with a stipend for home office equipment.

How to Apply

Ready to make a tangible impact on the success of our customers and grow your career with a leading tech company? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Customer Success Manager role at brighthush. We look forward to exploring how your expertise can help shape the future of customer success.

Join brighthush – Where Customer Success Meets Innovation

At brighthush, you’ll be part of a dynamic team that values curiosity, collaboration, and continuous improvement. If you’re passionate about building lasting customer relationships, driving measurable growth, and working in a culture that rewards initiative, we want to hear from you. Apply today and help us empower businesses worldwide to achieve their most ambitious goals.