Senior Customer Success Manager – SaaS Solutions & Client Engagement Lead

About brighthush

At brighthush, we are redefining the way media brands harness technology to amplify their storytelling, engage audiences, and drive revenue. As a leading provider of cloud‑based SaaS solutions, we empower our clients with intuitive platforms that streamline content distribution, audience analytics, and monetization strategies. Our mission is simple: to give media organizations the tools they need to thrive in an ever‑evolving digital landscape.

Founded on a foundation of innovation, customer obsession, and a passion for storytelling, brighthush has grown from a niche startup to a trusted partner for Fortune 500 media houses, independent publishers, and emerging digital brands. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering measurable impact for our clients.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a dynamic ecosystem where your ideas shape product strategy, customer experience, and the future of media technology. We offer:

• Competitive base salary and performance‑based bonuses
• Comprehensive health, dental, and vision plans
• 401(k) matching with generous vesting schedules
• Unlimited paid time off and flexible work arrangements
• Professional development budget and access to industry conferences
• Equity opportunities for senior leaders
• Inclusive, collaborative, and remote‑friendly work environment

Key Responsibilities

As a Senior Customer Success Manager at brighthush, you will be the primary advocate for our clients, ensuring they extract maximum value from our SaaS platform. Your day‑to‑day activities will include:

• Portfolio Management: Own a portfolio of high‑value accounts, building deep relationships with C‑suite executives, product leads, and technical teams.
• Onboarding Leadership: Design and execute comprehensive onboarding roadmaps that accelerate time‑to‑value and reduce churn.
• Health Monitoring: Track customer health metrics, usage patterns, and satisfaction scores to proactively identify upsell opportunities and risk factors.
• Strategic Advising: Serve as a trusted advisor, providing insights on best practices, feature adoption, and industry trends.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to deliver a seamless customer journey.
• Data‑Driven Reporting: Create and present regular dashboards and executive summaries that highlight ROI, usage, and growth potential.
• Process Improvement: Continuously refine customer success workflows, knowledge bases, and training materials to enhance efficiency.
• Community Building: Foster a vibrant user community through webinars, user groups, and feedback sessions.

Essential Qualifications

We’re looking for a seasoned professional who brings a blend of technical acumen, strategic thinking, and a passion for customer advocacy. The ideal candidate will:

• Hold a bachelor’s degree in Computer Science, Business, Marketing, or a related field (or equivalent experience).
• Have a minimum of 4 years of experience in customer success, client engagement, or SaaS implementation roles.
• Demonstrate a proven track record of managing large, complex customer portfolios and driving renewal and expansion.
• Be proficient in using CRM and project management tools such as Salesforce, Jira, and Confluence.
• Possess strong communication skills—both written and verbal—across all levels of an organization.
• Showcase exceptional project management abilities, with a knack for orchestrating cross‑functional initiatives.
• Be comfortable working in a fast‑paced, remote environment and managing time zones across Canada.
• Have a customer‑centric mindset, with a deep understanding of how SaaS products deliver business value.

Preferred Qualifications

While not mandatory, the following experience will set you apart:

• Experience in the media, publishing, or digital content industry.
• Hands‑on knowledge of web technologies such as CSS, JavaScript, HTML, and XML.
• Prior exposure to data analytics tools (e.g., Tableau, Power BI) for customer health monitoring.
• Experience leading customer success teams or managing a team of account managers.
• Fluency in additional languages beyond English.

Core Skills & Competencies

• Strategic Thinking: Ability to translate customer goals into actionable success plans.
• Relationship Building: Proven skill in cultivating long‑term partnerships with stakeholders.
• Analytical Acumen: Strong data literacy to interpret usage metrics and derive insights.
• Problem Solving: Creative approach to troubleshooting and resolving complex customer issues.
• Leadership: Experience guiding cross‑functional teams toward shared objectives.
• Adaptability: Comfortable navigating change in a rapidly evolving tech landscape.
• Communication: Clear, concise, and persuasive communication across written and verbal channels.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Success Manager, you’ll have access to:

• Mentorship from senior leaders in Customer Success, Product, and Engineering.
• Structured learning paths, including certifications in Salesforce, Agile, and SaaS best practices.
• Opportunities to transition into Customer Success Leadership roles (Director, VP) or Product Management.
• Cross‑departmental projects that broaden your skill set and industry knowledge.
• Annual performance reviews that align your career goals with organizational objectives.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model means:

• Flexible work hours that respect personal and professional commitments.
• Regular virtual town halls and team‑building events to foster community.
• Access to cutting‑edge collaboration tools (Slack, Zoom, Miro) that keep us connected.
• A commitment to diversity, equity, and inclusion—every voice matters.
• Recognition programs that celebrate wins, both big and small.

Compensation & Benefits

While specific figures vary based on experience and location, our compensation package typically includes:

• Competitive base salary aligned with market benchmarks for senior customer success roles.
• Performance‑based bonuses tied to renewal rates, upsell revenue, and customer satisfaction metrics.
• 401(k) plan with company match up to 5% of salary.
• Health, dental, and vision insurance plans with generous coverage options.
• Unlimited paid time off (PTO) policy to support work‑life balance.
• Professional development stipend and reimbursement for relevant certifications.
• Equity options for senior leaders and high‑impact contributors.

How to Apply

If you’re ready to lead transformative customer journeys, drive revenue growth, and shape the future of media technology, we’d love to hear from you. Join brighthush and help us empower media brands worldwide.