Senior Customer Success Manager – SaaS & AI Solutions – Driving Adoption, Retention, and Growth at brighthush

About brighthush

brighthush is a forward‑thinking technology company that blends cutting‑edge AI with regulatory intelligence to help organizations protect people, products, and the planet. With a legacy of more than three decades in the compliance and environmental safety space, brighthush delivers award‑winning solutions that empower businesses to navigate complex regulations, reduce risk, and drive sustainable growth. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic environment where your ideas shape the future of safety and sustainability.

Why Join brighthush?

At brighthush, you’ll experience the best of both worlds: the agility of a high‑growth startup and the stability of an industry leader. You’ll partner with enterprise customers, global experts, and cross‑functional teams to solve real‑world challenges in data science, regulatory compliance, and environmental safety. Your work will have a tangible impact—helping clients unlock value from our evolving portfolio of AI‑powered solutions and ensuring they achieve measurable business outcomes.

About the Role

We’re looking for a Customer Success Manager who can transform transactional interactions into lasting partnerships. In this role, you’ll be the trusted advisor for our customers, guiding them through product adoption, training, and strategic planning. You’ll collaborate closely with two Account Managers, working hand‑in‑hand to deepen relationships, identify upsell opportunities, and drive renewal success. Your proactive mindset and consultative approach will help customers realize the full potential of brighthush’s solutions while safeguarding their satisfaction and retention.

Key Responsibilities

• Build Enduring Partnerships. Develop deep, trusted relationships with customer stakeholders across all levels. Understand their business priorities, pain points, and success metrics, and translate those insights into actionable plans.
• Champion Product Adoption. Guide customers through the full lifecycle of our solutions—onboarding, training, and advanced feature adoption. Deliver engaging workshops, webinars, and one‑on‑one sessions that empower users to achieve their goals.
• Drive Engagement & Growth. Design and execute customer success plans that increase product usage, cross‑sell, and upsell. Leverage data analytics to identify adoption gaps and recommend targeted interventions.
• Collaborate for Retention. Partner with Account Managers to strengthen renewal pipelines, identify expansion opportunities, and mitigate churn risks. Provide insights that inform pricing, packaging, and contractual negotiations.
• Proactively Identify Risks. Monitor engagement metrics, usage patterns, and customer feedback to spot early warning signs. Develop mitigation strategies, set realistic expectations, and coordinate cross‑functional resources to resolve issues before they impact satisfaction.
• Serve as the Customer Voice. Capture and communicate customer insights, feature requests, and pain points to Product, Engineering, and Marketing teams. Advocate for continuous improvement of the customer experience.
• Expand Your Expertise. Deepen your knowledge of brighthush’s product suite—including Protect, Insight, and emerging AI tools—so you can help customers discover new capabilities that streamline their workflows.
• Champion Continuous Learning. Stay current on industry trends, regulatory changes, and AI advancements. Share best practices with peers and contribute to the broader knowledge base.

Essential Qualifications

• 3+ years of experience in Customer Success, Account Management, or a related customer‑facing role within a SaaS or technology environment.
• Proven track record of building trust and delivering measurable value to enterprise customers.
• Strong relationship‑building skills with the ability to engage confidently and empathetically with stakeholders at all levels.
• Experience designing and delivering product training, workshops, and adoption programs.
• Excellent communication and presentation skills—capable of translating complex technical concepts into clear, actionable insights.
• Highly organized with the ability to manage multiple priorities, coordinate cross‑functional initiatives, and follow through on commitments.
• Comfortable navigating challenging conversations, setting realistic expectations, and collaborating constructively with internal partners.
• Curiosity and adaptability—willingness to learn new products, tools, and industry developments in a fast‑moving environment.
• Proficiency with Microsoft 365 (Excel, Outlook, Word, PowerPoint) and a quick learning curve for new systems.

Preferred Qualifications

• Experience supporting renewals, retention, or expansion in a recurring‑revenue business model.
• Familiarity with customer success metrics such as Net Revenue Retention (NRR), product adoption, and engagement scores.
• Hands‑on experience with Salesforce, Gong, or similar CRM and engagement platforms.
• Background in environmental, regulatory, compliance, or chemical B2B software solutions.
• Experience working with mid‑market or enterprise customers across multiple geographies.
• Knowledge of AI‑enabled tools and enthusiasm for exploring how emerging technology can enhance customer workflows.

Skills & Competencies

• Strategic thinking and analytical problem‑solving.
• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strong interpersonal skills and the ability to influence without authority.
• Data‑driven decision making—comfortable using dashboards, analytics, and metrics to guide actions.
• Adaptability to change and resilience in a fast‑paced environment.
• Team collaboration across Customer Success, Onboarding, Support, and Product.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Customer Success Manager, you’ll have the chance to:

• Progress to Senior Customer Success Manager, Customer Success Lead, or Director of Customer Success.
• Take on strategic projects that influence product roadmap and go‑to‑market strategy.
• Participate in cross‑functional leadership initiatives and mentorship programs.
• Access internal training, certifications, and industry conferences to deepen your expertise.
• Benefit from a culture that rewards innovation, ownership, and measurable impact.

Work Environment & Culture at brighthush

brighthush fosters an inclusive, collaborative, and high‑energy culture. We value:

• Transparency and open communication across all levels.
• Work‑life balance—our fully remote model supports flexibility, while hybrid options are available near our offices.
• Continuous feedback loops and a growth mindset.
• Recognition of achievements through peer shout‑outs, spot bonuses, and annual awards.
• A commitment to sustainability—our products help clients reduce environmental impact, and our own operations prioritize green practices.

Location & Work Arrangement

This is a fully remote position supporting customers across Eastern and Central time zones. If you live near a brighthush office, you may opt for a hybrid schedule. The role requires 10–20% travel for client visits, product demos, and industry events.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base Salary. Competitive market rate for the role.
• Variable Compensation. Performance‑based incentives tied to customer success metrics.
• Equity. Eligibility for company equity based on role and performance.
• Health & Wellness. Comprehensive medical, dental, and vision coverage.
• Life & Disability. Life insurance and short‑term/long‑term disability plans.
• Paid Time Off. Generous PTO, sick leave, and paid parental leave.
• Retirement. 401(k) plan with company matching.
• Employee Assistance. 24/7 counseling and support services.
• Supplemental Benefits. Optional accident, hospital indemnity, and critical illness coverage.
• Learning & Development. Reimbursement for courses, certifications, and conferences.
• Wellness Programs. Gym membership discounts, mindfulness sessions, and wellness stipends.

Pay Transparency

The estimated annual On‑Target Earnings (OTE) for this role range from $78,000 to $84,000, inclusive of base salary and variable compensation. Final offers will reflect individual experience, skill set, and geographic location.

Equal Opportunity & Diversity

brighthush is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, religion, gender, sexual orientation, age, disability, or any other protected characteristic. If you require accommodation during the hiring process, please let us know by contacting [email protected].

Candidate Privacy Notice

For more information on how we handle your personal data, please review our Candidate Privacy Notice.

No Agency Recruiting

brighthush does not accept unsolicited assistance from search firms for this opportunity. All resumes submitted by agencies without a valid written agreement will be considered the sole property of brighthush, and no fee will be paid for any resulting hire.

How to Apply

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