Senior Customer Success Manager – SaaS Design & Growth Champion, Subscription Success Lead, Remote Full‑Time – brighthush

Welcome to brighthush – Where Design Meets SaaS Success

At brighthush, we’re not just a design studio; we’re a full‑stack partner for SaaS companies that aspire to build products that delight users and scale effortlessly. By pairing dedicated design teams with our clients’ engineering and product workflows, we deliver high‑quality, user‑centered solutions through a subscription‑based model. Our mission is to help founders, product managers, and growth teams create products that drive revenue, increase retention, and set new industry standards. We believe that great design is not a luxury but a strategic lever that unlocks growth, and we empower our clients to harness that lever at every stage of their journey.

Why brighthush is the Ideal Place for Customer Success Leaders

We’re a fully remote, distributed organization that trusts its members to manage their own time while collaborating across time zones. At brighthush, you’ll find a culture that values creativity, data‑driven decision making, and continuous learning. If you thrive on building lasting client relationships, spotting growth opportunities, and turning feedback into actionable insights, this role is for you.

Position Overview

As a Senior Customer Success Manager, you will be the primary advocate for our clients, ensuring they achieve their business goals with our design services. You will manage a portfolio of high‑value accounts, drive adoption of our subscription model, and collaborate closely with Sales, Product, and Design teams to deliver exceptional outcomes. Your success will be measured by client satisfaction scores, renewal rates, upsell revenue, and the overall health of the customer ecosystem.

Key Responsibilities

• Client Relationship Management – Serve as the main point of contact for a portfolio of enterprise and mid‑market SaaS clients, building trust and ensuring a seamless partnership experience.
• Health Monitoring & Risk Mitigation – Track engagement metrics, conduct quarterly NPS calls, and proactively identify churn risks or service gaps. Coordinate with internal teams to resolve issues before they impact client satisfaction.
• Feedback & Insight Capture – Lead discovery calls to surface business objectives, blockers, and opportunities. Translate qualitative insights into actionable recommendations for our Design and Product teams.
• Renewal & Expansion Strategy – Own the renewal process, negotiate contract terms, and identify upsell or cross‑sell opportunities that align with client goals.
• Client Advocacy & Thought Leadership – Collect testimonials, case studies, and reviews on platforms such as brighthush, brighthush, and industry forums. Represent brighthush at client events and webinars.
• Financial & Operational Oversight – Manage invoicing, payment follow‑ups, and ensure timely collections. Maintain accurate account records in our CRM and reporting tools.
• Process Improvement – Continuously refine onboarding, communication, and feedback loops. Suggest enhancements to tools, templates, and workflows that improve client outcomes.
• Cross‑Functional Collaboration – Partner with Sales, Marketing, Design, and Product teams to align on client success plans, feature requests, and go‑to‑market strategies.
• Strategic Account Planning – Develop annual account plans that outline growth targets, key milestones, and risk mitigation strategies for each client.
• Data‑Driven Reporting – Create dashboards and regular reports that track health scores, usage trends, and financial metrics for internal stakeholders and clients.
• Team Leadership & Mentorship – Coach junior CS team members, share best practices, and foster a culture of continuous improvement.
• Innovation & Service Design – Participate in quarterly “Innovation Labs” to propose new service models or product features that enhance the client experience.
• Community Building – Act as a brand ambassador, engaging with the broader SaaS and design communities through webinars, podcasts, and industry events.
• Compliance & Risk Management – Ensure all client engagements adhere to data privacy regulations and internal security standards.
• Revenue Forecasting & Pipeline Management – Provide accurate revenue forecasts based on renewal and expansion pipelines, and collaborate with Finance on budgeting.

Essential Qualifications

• Minimum of 3 years in B2B client‑facing roles (Customer Success, Account Management, or Sales) within the tech or creative services sector.
• Fluent in English, both written and spoken, with the ability to communicate complex ideas clearly to technical and non‑technical stakeholders.
• Proven experience conducting discovery calls, mapping client journeys, and translating insights into tangible actions.
• Strong familiarity with CRM systems (e.g., brighthush) and collaboration tools (brighthush, brighthush, brighthush).
• Track record of driving client retention, renewal, and expansion metrics.
• Experience managing a portfolio of enterprise accounts with complex, multi‑team engagements.
• Excellent analytical skills, with the ability to interpret data and generate actionable insights.
• Strong organizational and prioritization skills, capable of juggling multiple accounts and projects simultaneously.
• Demonstrated ability to work independently in a fully remote environment.

Preferred Qualifications

• Experience working with SaaS design agencies or product‑design consultancies.
• Background in UX/UI design or product management, providing a deeper understanding of the creative process.
• Data‑driven mindset: ability to analyze usage metrics, NPS scores, and other KPIs to inform strategy.
• Knowledge of design‑specific tools such as brighthush, brighthush, or brighthush.
• Experience with subscription billing platforms (brighthush, brighthush) and financial forecasting.
• Certifications in Customer Success Management, Agile Coaching, or UX Strategy.
• Experience leading cross‑functional teams in a fast‑paced, high‑growth environment.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture, anticipate client needs, and align them with brighthush’s service offerings.
• Communication Excellence – Clear, concise, and diplomatic communication across all levels, from C‑suite executives to design leads.
• Empathy & Client Orientation – Deep understanding of client pain points and a genuine desire to help them succeed.
• Problem‑Solving & Initiative – Proactively identify process gaps and propose innovative solutions.
• Organizational & Prioritization Skills – Manage multiple accounts, deadlines, and cross‑functional projects simultaneously.
• Collaboration & Teamwork – Work effectively with Sales, Marketing, Design, and Product teams to deliver a unified client experience.
• Adaptability & Resilience – Thrive in a fast‑paced, evolving environment and remain calm under pressure.
• Data Literacy – Comfortable with dashboards, analytics tools, and turning numbers into stories.
• Leadership & Mentorship – Inspire and develop junior team members, fostering a culture of growth.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you will:

• Lead mentorship programs for junior CS team members, sharing best practices and growth strategies.
• Participate in quarterly “Innovation Labs” where you can propose new service models or product features.
• Access a curated library of industry reports, design case studies, and subscriptions to leading UX publications.
• Attend global conferences (UX Design, SaaS Growth, Product Management) with sponsorship and travel support.
• Earn certifications in Customer Success Management, Agile Coaching, or UX Strategy through our learning budget.
• Progress into leadership roles such as Director of Customer Success or Head of Client Experience.
• Contribute to strategic initiatives that shape the future of SaaS design and client success at brighthush.

Work Environment & Culture

brighthush is a fully remote, distributed organization that values flexibility, autonomy, and a results‑driven mindset. Our culture is built on:

• Transparency – Open communication channels, regular all‑hands meetings, and shared OKRs.
• Inclusivity – Diverse teams, inclusive hiring practices, and a zero‑tolerance policy for bias.
• Well‑being – Unlimited vacation, mental health days, and a stipend for home‑office ergonomics.
• Community – Monthly virtual coffee chats, hackathons, and a vibrant Slack community.
• Co‑working Space Support – Reimbursement for co‑working spaces or local cafés to maintain a productive environment.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to renewal, upsell, and client satisfaction metrics.
• Equity or profit‑sharing options to align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Flexible paid time off, including unlimited vacation and mental health days.
• Professional development stipend for courses, certifications, and conferences.
• Home‑office stipend to create an ergonomic and productive workspace.
• Access to a global network of peers, mentors, and industry experts.

How to Apply

Ready to take the next step in your customer success career and help shape the future of SaaS design? Submit your resume, a cover letter detailing your relevant experience, and any portfolio or case studies that demonstrate your impact on client growth.

Send your application to [email protected] with the subject line “Senior Customer Success Manager – brighthush”. We look forward to exploring how your expertise can elevate our clients’ success and drive brighthush’s continued growth.