Senior Customer Success Manager – SaaS & AI‑Driven Memory Platform – Drive Customer Retention & Growth at brighthush

About brighthush

brighthush is a trailblazing technology company redefining how people capture, preserve, and celebrate life’s most precious moments. Leveraging cutting‑edge AI and a user‑centric design philosophy, our memory‑as‑a‑service platform transforms raw memories into personalized keepsakes that tell a story. From school yearbooks to travel diaries, we empower families, educators, and travelers to create lasting legacies with ease and joy. As a purpose‑driven organization, we are expanding beyond traditional yearbooks into immersive travel and experiential memories, all while fostering a culture where every team member feels supported, empowered, and connected to the impact of their work.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the heartbeat of our customer experience. You will manage day‑to‑day interactions, ensuring our clients not only use our platform effectively but also achieve their personal and business goals. Your role will bridge the gap between product innovation and customer satisfaction, driving retention, upsell opportunities, and a deep sense of loyalty among our diverse user base.

Key Responsibilities

• Build and nurture long‑term relationships: Serve as the primary point of contact for a portfolio of high‑value customers, understanding their unique needs and aligning them with brighthush’s product roadmap.
• Onboard and train clients: Lead comprehensive onboarding sessions, create tailored training materials, and ensure customers are fully equipped to leverage AI‑enabled tools for maximum impact.
• Proactive issue resolution: Anticipate challenges, coordinate cross‑functional support, and deliver timely, effective solutions that keep customers satisfied and engaged.
• Monitor health metrics: Track usage analytics, NPS scores, and churn indicators; translate data into actionable insights for continuous improvement.
• Drive retention and renewal: Own the renewal cycle, negotiate contract extensions, and identify upsell opportunities that align with customer objectives.
• Collaborate with internal teams: Partner with Sales, Product, Engineering, and Marketing to relay customer feedback, influence feature development, and ensure seamless delivery.
• Communicate product updates: Keep customers informed about new features, best practices, and industry trends through newsletters, webinars, and one‑on‑one calls.
• Document and report: Maintain detailed records of customer interactions, challenges, and successes; present findings to leadership to shape strategy.
• Champion customer advocacy: Identify satisfied users for case studies, testimonials, and referral programs, amplifying the value of brighthush’s platform.

Essential Qualifications

• 3+ years of proven experience in Customer Success, Account Management, or a related field within SaaS or tech‑centric environments.
• Demonstrated ability to manage multiple high‑profile accounts simultaneously while prioritizing tasks effectively.
• Strong communication skills—both written and verbal—capable of translating complex technical concepts into clear, actionable guidance for non‑technical stakeholders.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and customer support tools (e.g., Zendesk, Intercom).
• Data‑driven mindset: comfortable working with metrics, dashboards, and analytics to inform decisions.
• Problem‑solving aptitude with a proactive, solutions‑oriented approach to customer challenges.
• Experience in a fast‑paced, evolving startup environment, with adaptability and resilience.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Background in AI or machine learning product spaces, with an understanding of how these technologies enhance user experience.
• Experience in the education, travel, or experiential marketing sectors, providing context for our diverse customer base.
• Track record of driving customer retention rates above industry benchmarks.
• Experience leading customer success initiatives that directly contributed to revenue growth.
• Knowledge of data privacy regulations (GDPR, CCPA) and best practices for handling sensitive user data.

Skills & Competencies

• Relationship Building: Empathy, active listening, and the ability to forge trust quickly.
• Strategic Thinking: Aligning customer goals with product capabilities to create win‑win outcomes.
• Project Management: Managing timelines, deliverables, and cross‑team dependencies with precision.
• Analytical Acumen: Interpreting data to uncover trends, predict churn, and recommend improvements.
• Collaboration: Working seamlessly with Sales, Product, Engineering, and Marketing to deliver cohesive solutions.
• Adaptability: Thriving in a dynamic environment where priorities shift rapidly.
• Communication: Articulating complex ideas clearly in both written and verbal formats.

Career Growth & Learning Opportunities

At brighthush, we believe that personal growth fuels organizational success. As a Senior Customer Success Manager, you will:

• Advance to Customer Success Leadership roles, overseeing a team of managers and shaping the overall CS strategy.
• Participate in cross‑functional leadership forums, influencing product direction and company strategy.
• Access continuous learning resources—workshops, certifications, and industry conferences—to stay ahead of emerging trends in AI, SaaS, and customer experience.
• Benefit from a mentorship program pairing you with senior leaders across the organization.
• Contribute to internal knowledge bases, authoring best‑practice guides that become the standard for the entire CS organization.

Work Environment & Culture at brighthush

Our culture is built on three pillars: purpose, collaboration, and innovation. We celebrate the unique stories of our customers and the creative minds that bring them to life. Key cultural highlights include:

• Purpose‑Driven Mission: Every project is anchored in the belief that memories matter, and we’re committed to making them accessible to all.
• Inclusive Collaboration: Diverse teams work together across remote and on‑site settings, fostering a sense of belonging and shared ownership.
• Continuous Feedback: Regular 1:1s, pulse surveys, and open‑door policies ensure every voice is heard.
• Work‑Life Harmony: Flexible remote work options, generous PTO, and wellness programs support your well‑being.
• Celebration of Success: From quarterly wins to personal milestones, we recognize and reward contributions at every level.

Compensation & Benefits

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

• Base salary range of USD 70,000 – 90,000 per year, commensurate with experience.
• Performance‑based bonuses tied to customer retention, upsell, and satisfaction metrics.
• Equity options, allowing you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to support your future financial goals.
• Unlimited paid time off (PTO) and flexible work arrangements.
• Professional development stipend for courses, certifications, and conferences.
• Wellness benefits, including gym memberships, mental health support, and wellness stipends.
• Annual company retreats and team‑building events.

How to Apply

If you are passionate about building lasting relationships, thrive in a mission‑driven environment, and want to help shape the future of memory preservation, we encourage you to apply. Submit your resume, cover letter, and any relevant portfolio or case studies that demonstrate your impact in customer success roles.

Join brighthush Today

Become part of a team that is not only redefining technology but also enriching lives. At brighthush, your work will directly influence how families, educators, and travelers capture and cherish their stories. We’re excited to welcome a dedicated, innovative, and customer‑centric professional to our growing family. Apply now and help us deliver exceptional service to the communities we support.