Senior Customer Success Manager – SMB Growth & Retention Specialist at brighthush

About brighthush

brighthush is a trailblazing AI‑driven SaaS company that empowers sales and customer service teams to deliver exceptional experiences at scale. By combining real‑time conversational analytics, predictive coaching, and automated workflow orchestration, we help organizations turn every interaction into a data‑rich insight that fuels growth and retention. Our mission is simple: make customer success effortless, measurable, and scalable for businesses of all sizes. As a fully remote, U.S.‑only operation, we bring together a diverse, high‑performing team that thrives on innovation, collaboration, and a relentless focus on customer outcomes.

Why This Role Matters

The Customer Success Manager – SMB is the linchpin that connects our cutting‑edge technology to the businesses that rely on it. You will own a portfolio of 60 small‑to‑mid‑market accounts, totaling approximately $1.5 million in annual recurring revenue. Your day‑to‑day work will drive renewals, expansions, and adoption, ensuring that each customer not only stays but grows with brighthush. In a world where customer experience is a key differentiator, your role will directly influence our net promoter score, churn rate, and revenue growth.

Key Responsibilities

Customer Relationship Management

• Build and nurture deep, trust‑based relationships with C‑level stakeholders and operational leaders across each account.
• Own the full renewal lifecycle: from early health checks to final contract negotiations, ensuring a seamless experience.
• Conduct quarterly business reviews that translate usage data into tangible ROI stories.

Scaled Engagement & Automation

• Design and execute automated playbooks for onboarding, adoption, and re‑engagement using our customer success platform.
• Leverage AI tools (e.g., Claude, ChatGPT) to draft personalized outreach, in‑app messaging, and email sequences that maintain a human touch.
• Identify patterns across your book and propose new automated flows that unlock value for many customers simultaneously.

Adoption & Value Delivery

• Provide proactive guidance, best‑practice resources, and training to accelerate product adoption.
• Measure and communicate the impact of brighthush on each customer’s KPIs, turning data into compelling success stories.
• Collaborate with product, marketing, and support teams to ensure customers have everything they need to succeed.

Renewal & Expansion

• Own the renewal process for every account, aligning timelines, expectations, and deliverables.
• Identify upsell and cross‑sell opportunities, proposing additional licenses or add‑ons that align with customer goals.
• Work closely with sales and finance to negotiate pricing, terms, and contract extensions.

Problem Solving & Risk Management

• Use AI‑driven health scores to spot early warning signs of churn or adoption bottlenecks.
• Escalate and resolve issues, coordinating with internal teams to keep customers on track.
• Track engagement metrics and implement corrective actions to improve 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 accounts, ideally within a tech‑touch or scaled model.
• Strong written and verbal communication skills, with the ability to translate data into clear, actionable insights.
• Strategic mindset coupled with meticulous attention to detail.
• Excellent organizational and time‑management abilities, capable of juggling a large portfolio.
• Analytical proficiency: comfortable interpreting usage data, spotting trends, and driving data‑driven decisions.
• Hands‑on experience with AI tools (Claude, ChatGPT) and automated playbooks in a customer success platform (ChurnZero, Gainsight, etc.).
• Experience in change management, adoption initiatives, and customer advocacy.
• Proficiency in Excel and basic data analysis.
• Empathetic, customer‑first mindset with a passion for delivering measurable value.

Preferred Qualifications

• Experience in a high‑growth SaaS startup environment.
• Knowledge of the contact center or customer experience industry.
• Background in data‑driven product marketing or customer education.
• Familiarity with CRM systems (Salesforce, HubSpot) and customer success platforms.

Skills & Competencies

• Customer Advocacy – championing the voice of the customer within brighthush.
• Relationship Building – establishing trust and rapport with diverse stakeholders.
• Strategic Thinking – aligning customer goals with brighthush’s product roadmap.
• Problem Solving – identifying obstacles and crafting effective solutions.
• Data Literacy – interpreting dashboards, health scores, and usage metrics.
• Project Management – coordinating cross‑functional initiatives and timelines.
• Adaptability – thriving in a fast‑paced, evolving startup culture.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. The Customer Success Manager – SMB role is a launchpad for several career trajectories:

• Senior Customer Success Manager – take on more complex relationships, lead high‑impact renewals, and mentor junior CSMs.
• Enterprise Customer Success Manager – manage larger implementations, deepen strategic partnerships, and influence product strategy.
• Customer Success Leadership – step into a managerial or director role, shaping the team’s vision, processes, and culture.

We invest heavily in professional development through learning stipends, mentorship programs, and access to industry conferences. Your growth is a priority, and we provide the resources to help you reach your full potential.

Work Environment & Company Culture

brighthush is built on a foundation of innovation, transparency, and collaboration. Our remote-first culture means you can work from anywhere in the U.S., but we also host quarterly in‑person retreats to foster team bonding and cross‑departmental alignment. Key cultural pillars include:

• Customer‑Centricity – every decision is driven by the goal of delivering value to our clients.
• Data‑Driven Decision Making – we rely on metrics and insights to guide strategy.
• Continuous Learning – we encourage curiosity, experimentation, and skill Apply for this job