Senior Customer Success Manager – Scale & Expansion Leadership for High‑Volume Mid‑Market & Enterprise Clients (Remote, USA)

About brighthush

brighthush is a trailblazing technology company that empowers businesses to unlock the full potential of their operations through cutting‑edge IoT and SaaS solutions. Founded in 2015, we have grown from a small, operator‑centric startup to a global leader with a vibrant workforce of over 4,000 employees. Our mission is simple yet powerful: to give operators the tools they need to run smarter, safer, and more efficiently. Whether you’re a fleet manager, a logistics coordinator, or a field service leader, brighthush’s platform delivers real‑time visibility, predictive insights, and automated workflows that transform how work gets done.

At brighthush, we believe that the best work happens when people are empowered, supported, and challenged to grow. Our culture is built on transparency, collaboration, and a relentless focus on customer impact. We celebrate diversity, encourage continuous learning, and reward innovation. If you’re ready to join a team that is redefining the future of operations, we want to hear from you.

Why This Role Matters

As a Senior Customer Success Manager on our Scale Customer Success team, you will be the strategic driver behind the success of our high‑volume mid‑market and large commercial customer base. Your leadership will shape how we segment, engage, and nurture our clients, ensuring that they not only stay but thrive with brighthush. You will partner with Sales, Product, Marketing, and RevOps to create scalable, data‑driven engagement programs that deliver measurable renewal and expansion outcomes.

Key Responsibilities

• Segmentation Strategy: Design and refine a multi‑tier segmentation model that balances targeted human interactions with scalable digital programs. Define engagement pathways for mid‑market accounts across the U.S. private sector, ensuring each tier receives the right mix of support.
• Renewal & Retention Leadership: Own the renewal process as a strategic lever, not a reporting exercise. Use data, customer health scores, and proactive outreach to drive retention rates above industry benchmarks.
• Expansion Collaboration: Work hand‑in‑hand with Sales to identify upsell and cross‑sell opportunities within existing accounts. Translate customer insights into actionable expansion plans that align with revenue goals.
• Product Adoption Champion: Partner with Customer Success Managers (CSMs) to deepen product usage. Develop adoption roadmaps, create educational content, and run targeted workshops that increase feature utilization.
• People Leadership: Hire, coach, and develop a high‑performing team of CSMs. Each team member will manage portfolios of 100+ accounts, and you will set clear performance expectations, provide mentorship, and foster a culture of continuous improvement.
• Productivity & Efficiency: Leverage AI, automation, digital programs, lifecycle workflows, and smart tooling integrations to boost the output of each CSM. Measure and report on productivity gains to demonstrate ROI.
• AI‑Forward Innovation: Champion experimentation with AI‑powered workflows and tools. Evaluate new technologies, pilot use cases, and scale successful initiatives across the team.
• Risk Management: Use data‑driven insights to identify at‑risk accounts at scale. Implement mitigation plans that reduce churn and protect revenue.
• Cross‑Functional Leadership: Serve as the bridge between Customer Success, Sales, RevOps, Marketing, Product, and Business Technology. Ensure alignment on customer experience, product roadmap, and go‑to‑market strategies.
• Escalation Leadership: Step into critical customer situations personally when needed. Provide strategic oversight and hands‑on resolution to maintain trust and satisfaction.

Essential Qualifications

• Minimum 5 years of experience in Customer Success or Account Management, with a proven track record of driving renewal and expansion.
• At least 2 years of direct people management experience leading CSMs or similar roles, each managing portfolios of 100+ accounts.
• Demonstrated success in building or redesigning a scalable, tech‑touch or digital CS model that delivered measurable retention or expansion outcomes.
• Strong analytical mindset: comfortable using data to drive prioritization, segmentation, and performance management.
• Experience leading through ambiguity, organizational change, and rapid growth in a high‑volume environment.
• Background in a SaaS company with a hardware or IoT component.
• Proficiency in integrating AI into CS workflows to drive measurable productivity gains.
• Advanced proficiency with Gainsight (or a comparable customer success platform).
• Track record of partnering closely with Sales on expansion and account strategy.

Preferred Qualifications

• Experience managing a global or multi‑region customer base.
• Knowledge of advanced analytics tools (e.g., Tableau, Power BI) and data modeling.
• Strong communication skills, both written and verbal, with the ability to influence stakeholders across the organization.
• Familiarity with modern AI/ML concepts and their application in customer success.
• Previous experience in a fast‑moving startup or high‑growth tech environment.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Customer‑Centric Mindset: Deep empathy for client challenges and a passion for delivering value.
• Data‑Driven Decision Making: Comfortable turning complex data sets into actionable insights.
• Leadership & Coaching: Proven ability to inspire, develop, and retain top talent.
• Collaboration: Skilled at building cross‑functional partnerships that drive shared success.
• Adaptability: Thrive in a fast‑paced, constantly evolving environment.
• Innovation: Constantly seek new ways to improve processes, tools, and customer outcomes.

Career Growth & Learning Opportunities

At brighthush, your career is a journey, not a destination. As a Senior Customer Success Manager, you will:

• Progress to Director or VP of Customer Success, leading larger teams and shaping company‑wide CS strategy.
• Take ownership of cross‑functional initiatives that influence product development, go‑to‑market plans, and revenue operations.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access a generous professional development stipend to pursue certifications, courses, or conferences that align with your growth goals.
• Collaborate with senior executives and contribute to the company’s vision and mission.

Work Environment & Culture at brighthush

We champion a flexible, employee‑led remote model that empowers you to work from anywhere in the U.S. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Collaboration: Cross‑functional teams that break down silos and work together to solve complex problems.
• Innovation: A sandbox mentality that encourages experimentation with new tools, processes, and ideas.
• Diversity & Inclusion: A commitment to creating a welcoming environment for people of all backgrounds.
• Work‑Life Balance: Flexible hours, generous paid time off, and a focus on mental health and well‑being.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior CS leadership roles.
• Performance‑based bonus or variable pay tied to individual and team metrics.
• Equity options for eligible roles, giving you a stake in the company’s long‑term success.
• Comprehensive health, dental, and vision plans.
• Parental leave and family‑friendly benefits.
• Professional development stipend to support continuous learning.
• Flexible, remote work model with a focus on autonomy and trust.

How to Apply

If you are a strategic thinker, data‑driven leader, and passionate advocate for customer success, we would love to hear from you. Join brighthush and help shape the future of operations for businesses worldwide.

Ready to take the next step? Apply now and become part of a team that is redefining what it means to be a customer‑centric organization.