Senior Customer Success Manager – Remote, Scale‑Driven Strategy & AI‑Powered Growth for Mid‑Market Accounts

About brighthush

brighthush is a trailblazing technology company that empowers businesses worldwide to harness the power of connected devices, data analytics, and intelligent automation. Founded in 2015, brighthush has grown to a vibrant community of over 4,500 employees, headquartered in San Francisco, California, and operating on a global scale. Our mission is simple yet profound: to build solutions that help operators—whether in manufacturing, logistics, or retail—run smarter, safer, and more sustainably.

At brighthush, we pride ourselves on a culture that blends entrepreneurial spirit with rigorous execution. We celebrate curiosity, champion continuous learning, and reward bold experimentation. Our teams thrive in a collaborative environment where ideas are shared freely, feedback is constructive, and success is measured by the impact we create for our customers and the world.

Why Join brighthush?

As a remote-first organization, brighthush offers unparalleled flexibility, allowing you to work from anywhere in the United States while staying connected to a global network of talent. We invest heavily in professional development, providing a generous stipend for courses, certifications, and conferences. Our comprehensive benefits package includes competitive health plans, generous parental leave, and a suite of wellness programs designed to support your physical, mental, and financial well‑being.

Role Overview

We are seeking an experienced Senior Customer Success Manager to lead our US Scale Customer Success team. In this role, you will shape the future of customer engagement for a high‑volume portfolio of mid‑market private‑sector accounts. Your focus will be on driving adoption, retention, and expansion through segmentation, automation, and AI‑driven initiatives. You will mentor a team of Customer Success Managers (CSMs), partner closely with Sales, Product, and Engineering, and champion a culture of data‑driven decision making.

Key Responsibilities

• Segmentation Strategy: Design and implement a tiered segmentation model that blends targeted human interactions with scalable, tech‑touch programs. Define engagement models that align with the unique needs of mid‑market accounts across the US private sector.
• Retention & Renewal Leadership: Own the retention engine. Translate retention metrics into actionable operating decisions, ensuring that every strategy is measured against its impact on renewal rates.
• Expansion Collaboration: Partner with Sales to identify upsell and cross‑sell opportunities. Develop joint account plans that align customer success goals with revenue growth.
• Product Adoption Champion: Work with CSMs to drive breadth and depth of product usage. Create adoption roadmaps, onboarding flows, and value‑driven training programs that accelerate time‑to‑value.
• People Leadership: Hire, coach, and develop a high‑performing team of CSMs, each managing portfolios of 100+ accounts. Foster a culture of accountability, continuous improvement, and professional growth.
• Productivity & Efficiency: Leverage AI, automation, digital programs, lifecycle workflows, and smart tooling integrations to increase output per CSM. Set measurable KPIs and track progress through dashboards.
• AI‑Forward Innovation: Champion experimentation with AI‑powered workflows and tools. Evaluate emerging technologies, pilot new solutions, and scale successful pilots across the team.
• Risk Management: Use data‑driven insights to identify and mitigate risk at scale. Build predictive models that flag churn signals and enable proactive engagement.
• Cross‑Functional Leadership: Collaborate with Sales, RevOps, Marketing, Product, and Business Technology to streamline processes, improve customer experience, and drive team productivity.
• Escalation Leadership: Step into critical customer situations personally. Provide strategic oversight and hands‑on resolution when the stakes are high.

Essential Qualifications

• Minimum 6 years of experience in Customer Success or Account Management, with a proven track record of driving retention and expansion.
• At least 4 years of direct people‑management experience leading CSMs or similar customer‑facing roles, each managing portfolios of 100+ accounts.
• Demonstrated success in building or redesigning a scalable, tech‑touch, or digital CS model that delivered measurable retention or expansion outcomes.
• Strong analytical mindset; proficiency in using data to drive prioritization, segmentation, and performance management.
• Experience leading through ambiguity, organizational change, and rapid growth in a high‑volume environment.
• Bachelor’s degree from an accredited institution (MBA or advanced degree preferred).
• Prior experience in a SaaS company with a hardware or IoT component.
• Advanced proficiency with Gainsight (or a comparable customer success platform).
• Track record of partnering closely with Sales on expansion and account strategy.

Preferred Qualifications

• Experience integrating AI into CS workflows to drive measurable team productivity.
• Background in data science or analytics, with the ability to build predictive models and dashboards.
• Familiarity with modern automation tools (e.g., Zapier, Tray.io) and API integrations.
• Strong communication skills, capable of presenting complex data insights to executive stakeholders.
• Passion for continuous learning and staying ahead of industry trends in customer success, AI, and IoT.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Team Building & Leadership
• Customer‑Centric Mindset
• Change Management
• Cross‑Functional Collaboration
• Project Management & Prioritization
• Technical Aptitude (CRM, CS platforms, analytics tools)
• Excellent Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by your ambition and performance. As a Senior Customer Success Manager, you will:

• Progress to Director or VP of Customer Success, overseeing national or global teams.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in executive leadership forums, influencing company‑wide decisions.
• Access a robust learning ecosystem: internal workshops, external conferences, and a generous stipend for certifications.
• Mentor junior leaders, building a legacy of high‑performance teams.

Work Environment & Culture

brighthush’s remote‑first ethos means you can work from any U.S. location while staying connected through a vibrant virtual community. We host quarterly virtual town halls, monthly hackathons, and annual retreats that bring together teams from across the globe. Our culture is built on transparency, trust, and a relentless focus on delivering value to our customers.

Compensation & Benefits

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

• Base salary commensurate with market standards for senior customer success leaders.
• Performance‑based bonuses tied to retention, expansion, and team productivity metrics.
• Equity options that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision plans.
• Flexible paid time off and a generous parental leave policy.
• Professional development stipend and access to industry conferences.
• Wellness programs, including mental health resources and virtual fitness classes.

How to Apply

Ready to take the next step in your career and help shape the future of customer success at brighthush? Submit your application through our careers portal or click the link below to explore this exciting opportunity.