Senior Customer Success Manager – SMB & AI‑Driven Growth Specialist at brighthush

About brighthush

brighthush is a forward‑thinking technology company that empowers sales and customer service teams with a suite of AI‑powered tools designed to streamline workflows, enhance customer engagement, and drive measurable business outcomes. By marrying cutting‑edge artificial intelligence with intuitive automation, brighthush helps organizations of all sizes unlock the full potential of their customer interactions. Our mission is simple: to make every customer experience brighter, more efficient, and more impactful.

As a fully remote, U.S.‑based operation, brighthush offers the flexibility to work from anywhere while fostering a collaborative, high‑energy culture that values innovation, accountability, and continuous learning. We are on a rapid growth trajectory and are looking for passionate, results‑driven professionals to join our team and shape the future of customer success.

Key Responsibilities

As a Senior Customer Success Manager, you will own a portfolio of small‑to‑medium‑business (SMB) accounts, ensuring they receive the support, resources, and insights needed to maximize the value of brighthush’s AI tools. Your role blends strategic relationship management with data‑driven automation, creating a scalable model that drives retention, expansion, and customer advocacy.

• Customer Relationship Management
  • Build and nurture deep, trust‑based relationships with key stakeholders across each account.
  • Lead regular check‑ins, business reviews, and renewal conversations, balancing one‑to‑one outreach with automated, scalable communication.
  • Develop a nuanced understanding of each customer’s goals, pain points, and success metrics.
• Scaled Engagement & Automation
  • Design, launch, and optimize automated customer playbooks for onboarding, adoption, and re‑engagement within our success platform.
  • Leverage AI tools (e.g., Claude, ChatGPT) to draft, review, and personalize email and in‑app communications, ensuring each message feels authentic.
  • Contribute to and manage high‑impact programs such as weekly tips newsletters, live office hours, and community forums.
  • Analyze engagement patterns across your book and recommend new automation strategies to improve outcomes at scale.
• Adoption & Value Delivery
  • Provide ongoing guidance, resources, and best practices to help customers fully adopt brighthush’s solutions.
  • Identify opportunities to increase product usage across teams and help customers quantify ROI and performance impact.
  • Collaborate with product, marketing, and support teams to ensure customers have the tools and knowledge they need to succeed.
• Renewal & Expansion
  • Own the end‑to‑end renewal process for your portfolio, coordinating timelines, stakeholder alignment, and contract execution.
  • Spot and pursue expansion opportunities, including additional licenses, add‑ons, and premium features.
  • Partner with sales and finance to propose pricing, product expansions, and contract terms that align with customer goals and business objectives.
• Problem Solving & Risk Management
  • Proactively monitor AI‑driven health scores and usage signals to identify risks, roadblocks, and adoption challenges.
  • De‑escalate issues, coordinate cross‑functional solutions, and keep customers on track toward success.
  • Track and report on customer health, usage, and engagement metrics to prevent churn and improve overall outcomes.

Essential Qualifications

• 3+ years of experience in Customer Success, Account Management, or a related customer‑facing role.
• Proven track record managing SMB or mid‑market customer relationships, ideally within a scaled or tech‑touch model.
• Strong written and verbal communication skills, with the ability to translate complex concepts into clear, actionable insights.
• Strategic, detail‑oriented mindset with excellent organization and time‑management abilities.
• Data‑driven: comfortable analyzing usage data, spotting trends, and making data‑backed recommendations.
• Hands‑on experience with AI tools (Claude, ChatGPT, etc.) integrated into daily workflows.
• Experience building or running automated playbooks in a customer success platform such as ChurnZero, Gainsight, or similar.
• Familiarity with change management and adoption initiatives.
• Proficiency in Excel and basic data analysis.
• Empathetic, customer‑first mindset with a passion for delivering measurable value.

Preferred Qualifications

• Experience in the SaaS or AI technology sector.
• Background in sales or product management, providing a holistic view of the customer journey.
• Knowledge of CRM systems (Salesforce, HubSpot) and customer success platforms.
• Experience leading or mentoring junior team members.
• Fluency in additional languages (bonus).

Skills & Competencies

• Relationship Building – Ability to establish credibility and trust with diverse stakeholders.
• Strategic Thinking – Translate customer goals into actionable plans that drive adoption and growth.
• Communication – Articulate complex ideas clearly across written and verbal channels.
• Analytical – Use data to uncover insights, forecast trends, and inform decision‑making.
• Project Management – Coordinate cross‑functional initiatives and manage multiple priorities simultaneously.
• Adaptability – Thrive in a fast‑paced, evolving environment and pivot quickly when priorities shift.
• Collaboration – Work seamlessly with product, sales, marketing, and support teams to deliver a unified customer experience.

Career Growth & Learning

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you will have the opportunity to:

• Senior CSM – Take on more complex, high‑impact relationships and lead strategic renewal and expansion initiatives.
• Enterprise CSM – Manage larger implementations, deepen strategic partnership skills, and influence product roadmap.
• Leadership Track – Mentor and coach junior CSMs, shape team processes, and drive company‑wide retention and expansion metrics.

We also invest heavily in continuous learning. You will have access to internal training programs, industry conferences, and a culture that encourages experimentation and knowledge sharing.

Work Environment & Culture

brighthush is built on a foundation of core values that guide every decision and interaction:

• Anchor on Success – We start every task by visualizing success and set ambitious, measurable goals.
• Love Every Customer – Every customer, regardless of size, receives personalized attention and support.
• Talk Things Out – Open, honest conversations break down hierarchy and foster collaboration.
• Always Be Growing – Continuous professional development is a priority, and we provide the resources to achieve it.
• Own the Work – Initiative, problem‑solving, and accountability are core to our culture.
• Start with Gratitude – We recognize and celebrate contributions, even in challenging situations.

Our remote work model means you can work from anywhere in the U.S., but we also host quarterly in‑person retreats and team‑building events to strengthen relationships and share company vision.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) with company match.
• Unlimited paid time off and flexible work hours.
• Professional development stipend.
• Equity options to share in brighthush’s success.
• Wellness programs and mental health resources.

How to Apply

Ready to make a lasting impact on the future of customer success? Join brighthush and help us transform the way businesses connect with their customers.

Visit brighthush.com/careers, select “See Open Roles,” and apply for the “Senior Customer Success Manager – SMB & AI‑Driven Growth Specialist” position. We look forward to learning how your expertise can help us elevate our customers’ success.

Equal Employment Opportunity

brighthush is proud to be an Equal Opportunity Employer. We are committed to fostering an inclusive workplace where all individuals are treated with respect and have equal opportunities to succeed. We make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. brighthush is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process.