Senior Customer Success Manager – SaaS & Sustainability Solutions – Champion Client Growth, Retention, and ESG Impact at brighthush

Welcome to brighthush – Where Sustainability Meets Innovation

At brighthush, we’re more than a SaaS provider; we’re a catalyst for change. Our platform unifies environmental, health, safety, and sustainability (EHS) data into a single, intuitive dashboard that empowers organizations—from Fortune 500 giants to nimble startups—to reduce carbon footprints, meet regulatory mandates, and unlock new revenue streams. Every line of code we write, every feature we ship, is designed to accelerate the global ESG agenda and help our clients thrive in a world that demands responsible stewardship.

Why Your Career Deserves brighthush

Joining brighthush means stepping into a culture that thrives on curiosity, collaboration, and impact. We’re a rapidly expanding team that values:

• Data‑driven decision making that turns insights into action.
• Transparent communication—from weekly huddles to open‑door leadership.
• Continuous learning, with internal training, external certifications, and conference stipends.
• A remote‑first mindset that lets you work from anywhere while staying connected.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Our mission is to make sustainability accessible, actionable, and profitable. If you’re passionate about driving measurable ESG outcomes and love working with forward‑thinking clients, brighthush is the place to amplify your impact.

Role Overview

As a Senior Customer Success Manager at brighthush, you will own the end‑to‑end customer journey for a portfolio of SaaS clients. Your primary goal is to ensure that each customer achieves measurable value, leading to high renewal rates and expansion opportunities. You’ll act as the trusted advisor for your accounts, bridging the gap between the customer’s business objectives and our product capabilities.

Key Responsibilities

Customer Adoption & Onboarding

• Lead the onboarding process, ensuring new clients meet their success criteria within the first 90 days.
• Develop customized adoption roadmaps that align with each customer’s unique operational goals.
• Conduct training sessions, webinars, and workshops to deepen product knowledge across user roles.
• Collaborate with the Product team to provide feedback on usability and feature requests.
• Track adoption metrics and iterate onboarding materials based on real‑time data.
• Champion a “first‑day success” mindset, ensuring users feel confident and empowered from day one.

Relationship Management & Engagement

• Build and maintain strong, trusted relationships with key stakeholders at each account.
• Schedule regular check‑ins, business reviews, and executive briefings to assess progress and uncover new needs.
• Serve as the single point of contact for all customer inquiries, ensuring timely and effective resolution.
• Track customer health scores and proactively address any risk indicators.
• Act as a customer advocate within brighthush, ensuring their voice shapes product roadmaps.
• Develop and maintain a deep understanding of each client’s industry, challenges, and competitive landscape.

Issue Resolution & Escalation

• Coordinate with Support, Product, and Engineering to resolve technical issues and bugs.
• Escalate critical incidents, ensuring transparent communication and swift resolution.
• Document and share lessons learned to improve support processes and product quality.
• Own the post‑mortem process for high‑impact incidents, driving continuous improvement.
• Maintain a knowledge base of common issues and best practices for internal teams.

Data‑Driven Insights & Reporting

• Leverage brighthush CRM and forecasting tools to monitor usage, adoption, and health metrics.
• Prepare and present quarterly business reviews (QBRs) that highlight ROI, usage trends, and strategic recommendations.
• Identify patterns in customer behavior to surface actionable insights for product and service enhancements.
• Develop dashboards that provide real‑time visibility into key performance indicators for both clients and internal stakeholders.
• Collaborate with Analytics to refine data models and improve predictive accuracy.

Retention & Growth

• Partner with Sales and Account Management to drive renewal conversations and secure contract extensions.
• Identify upsell and cross‑sell opportunities, collaborating with the revenue team to create tailored proposals.
• Champion customer success stories internally to showcase impact and inform future strategy.
• Lead the creation of case studies and reference programs that highlight successful ESG outcomes.
• Track renewal and expansion metrics, ensuring alignment with company goals.

Success Metrics

• Customer Net Promoter Score (NPS) of 70+.
• Renewal rate above 95% for the managed portfolio.
• Expansion revenue growth of 20% year‑over‑year.
• Onboarding success rate: 90% of new accounts achieve defined adoption milestones within 90 days.
• Customer health score consistently above 80% across the portfolio.
• Reduction in support ticket volume by 15% through proactive education.

Essential Qualifications

• 2–5 years of experience in Customer Success, Account Management, or Support roles—preferably in SaaS.
• Strong communication and interpersonal skills, with the ability to build rapport across diverse industries.
• Proven track record of managing complex customer relationships and driving adoption.
• Experience with CRM or forecasting platforms and data analytics.
• Bachelor’s degree or equivalent professional experience.
• Passion for technology and a willingness to learn new SaaS products deeply.
• Problem‑solving mindset and ability to juggle multiple priorities in a fast‑paced environment.
• Experience leading cross‑functional initiatives and influencing product strategy.
• Strong organizational skills and meticulous attention to detail.

Preferred Qualifications

• Experience in the EHS, sustainability, or product stewardship software space.
• Knowledge of ESG reporting frameworks (e.g., GRI, SASB, TCFD).
• Previous exposure to enterprise‑level SaaS deployments and integrations.
• Certifications in Customer Success (CSM, CSPO) or related fields.
• Experience with data visualization tools (e.g., Tableau, Power BI).
• Background in change management or organizational development.

Skills & Competencies

• Strategic Thinking – Ability to align customer goals with product capabilities.
• Analytical Acumen – Proficiency in interpreting data to drive decisions.
• Collaboration – Comfortable working cross‑functionally with Product, Sales, and Support.
• Communication – Excellent written and verbal communication skills.
• Adaptability – Thrive in a dynamic environment with evolving priorities.
• Customer Advocacy – Champion the customer’s voice within the organization.
• Project Management – Lead initiatives, manage timelines, and deliver results.
• Technical Fluency – Comfortable navigating SaaS platforms and APIs.
• Empathy & Emotional Intelligence – Understand client pain points and respond with care.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Customer Success Manager, you’ll have the chance to:

• Progress to a Director of Customer Success role, overseeing a larger portfolio and shaping strategy.
• Transition into Product Management or Sales Leadership roles, leveraging your deep customer insights.
• Lead cross‑functional initiatives, such as product launches, customer advocacy programs, or global expansion projects.
• Participate in leadership development programs, mentorship, and industry conferences.
• Earn advanced certifications in ESG, SaaS, or customer success to enhance your professional profile.
• Take ownership of high‑impact projects that influence the direction of brighthush’s product roadmap.

Learning & Development

We invest heavily in your professional growth. You’ll have access to:

• Internal training modules covering product knowledge, industry trends, and soft skills.
• External certifications in Customer Success, Product Management, and ESG reporting.
• Annual stipend for conference attendance and industry events.
• Mentorship from senior leaders across the organization.
• Quarterly knowledge‑sharing sessions with Product, Engineering, and Marketing teams.
• Access to a curated library of industry research, whitepapers, and case studies.

Work Environment & Culture

brighthush fosters a culture of transparency, continuous improvement, and mutual respect. We celebrate diversity and inclusion, ensuring every voice is heard. Our remote‑first approach means you can work from anywhere while staying connected through weekly team huddles, virtual coffee chats, and an open‑door policy with senior leadership.

We encourage a healthy work‑life balance, offering flexible hours, generous paid time off, and a results‑oriented performance model that rewards impact over hours logged.

Diversity & Inclusion

We are committed to building a workforce that reflects the communities we serve. At brighthush, you’ll find:

• Inclusive hiring practices that prioritize diverse perspectives.
• Employee Resource Groups that support underrepresented communities.
• Regular workshops on unconscious bias, inclusive communication, and cultural competency.
• A culture that encourages authentic self‑expression and collaboration.
• Transparent reporting on diversity metrics and continuous improvement initiatives.

Technology & Tools

To empower our teams, we provide a modern tech stack that includes:

• brighthush CRM for customer lifecycle management.
• brighthush Forecasting Tool and brighthush Health Scoring Tool for forecasting, health scoring, and analytics.
• brighthush Video Conferencing, brighthush Collaboration Platform, and brighthush Whiteboard for virtual collaboration and workshops.
• brighthush Messaging and brighthush Knowledge Base for internal communication and knowledge sharing.
• brighthush Issue Tracker for product feedback and issue tracking.
• Analytics dashboards built on Power BI and Tableau for data visualization.

Team Structure

As a Senior Customer Success Manager, you will report to the Director of Customer Success and work closely with:

• Account Executives and Sales Operations for renewal and expansion initiatives.
• Product Managers and Engineers for feature prioritization and issue resolution.
• Support Engineers for technical troubleshooting and incident management.
• Marketing and Enablement teams for training content and customer communication.
• Analytics and Data Science teams for insights and predictive modeling.

Leadership Philosophy

Our leaders embody the values that define brighthush: Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration. They champion a culture where ideas are challenged, data drives decisions, and every team member is empowered to make an impact.

Leadership at brighthush is approachable, transparent, and deeply invested in the growth of each employee. We practice “open book” management, share quarterly business metrics, and encourage feedback loops that shape our strategic direction.

Compensation & Benefits

Base salary range: $82,000 – $130,000, commensurate with experience and qualifications. In addition to a competitive base, you’ll be eligible for a variable compensation plan tied to customer success metrics and company performance.

We also offer:

• Medical, dental, and vision coverage.
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• 401(k) with company match.
• Life, disability, and critical illness insurance.
• Paid time off, holidays, and flexible working schedule.
• Professional development stipend and conference reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.
• Employee stock purchase plan and equity options for long‑term ownership.

How to Apply

If you’re passionate about helping organizations thrive in a sustainable future, thrive on solving complex customer challenges, and want to be part of a high‑impact, data‑driven culture, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.