Senior Customer Success Manager – SMB Mexico – Drive Growth & Retention at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers small and medium‑size businesses (SMBs) across Mexico to thrive in an increasingly digital marketplace. With a cloud‑based platform that streamlines operations, enhances customer engagement, and drives revenue growth, brighthush has become the go‑to solution for SMBs looking to scale efficiently and sustainably. Our mission is simple: help every SMB unlock its full potential through technology, insight, and exceptional service.

Why brighthush?

At brighthush, we believe that people are the heart of every successful business. Our culture is built on collaboration, continuous learning, and a relentless focus on customer value. We are a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our team is diverse, inclusive, and driven by a shared passion for innovation and impact. When you join brighthush, you become part of a community that celebrates wins, learns from challenges, and constantly pushes the envelope to deliver world‑class experiences for our customers.

Position Overview

As a Senior Customer Success Manager – SMB Mexico, you will be the linchpin in our customer journey, ensuring that every SMB partner feels empowered, supported, and successful on our platform. You will work closely with customers of all sizes, from solo entrepreneurs to regional franchises, guiding them through onboarding, adoption, and expansion. Your strategic insights and proactive advocacy will directly influence customer satisfaction, retention, and revenue growth.

Key Responsibilities

• Customer Relationship Management: Build and nurture long‑term relationships with assigned accounts, including corporate clients, franchises, and individual users. Conduct regular check‑ins, review business objectives, and align platform usage with their growth plans.
• Onboarding & Product Adoption: Lead seamless onboarding experiences, conduct product walkthroughs, and develop tailored adoption roadmaps. Identify adoption gaps, recommend best practices, and collaborate with the product team to drive feature adoption.
• Growth & Retention: Own the full customer lifecycle: from upsell and cross‑sell opportunities to renewal negotiations. Partner with sales and commercial teams to identify expansion opportunities and secure long‑term contracts.
• Issue Resolution & Advocacy: Serve as the primary point of contact for escalated customer concerns. Remove roadblocks, coordinate cross‑functional solutions, and champion customer feedback to inform product enhancements.
• Customer Insights & Reporting: Track and analyze key success metrics (NPS, adoption rates, renewal rates, usage analytics). Provide actionable insights to internal stakeholders and influence strategy.
• Continuous Improvement: Participate in quarterly business reviews, contribute to knowledge base content, and mentor junior CSMs. Stay current on industry trends and best practices to continuously elevate the customer experience.

Essential Qualifications

• Fluency in both English and Spanish (written and spoken).
• 1–3 years of experience in customer success, account management, or a client‑facing role, preferably in SaaS.
• Proficiency with customer success and CRM tools such as Salesforce, Gainsight, Zendesk, or Vitally.
• Strong interpersonal and communication skills, with the ability to influence stakeholders at all levels.
• High emotional intelligence, empathy, and a genuine passion for helping customers achieve their goals.
• Excellent time‑management, organizational, and problem‑solving skills.
• Self‑directed, motivated, and eager to learn in a fast‑paced, dynamic environment.

Preferred Qualifications

• Experience in the automotive or related industry.
• Prior remote work experience within a global, distributed team.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) to derive actionable insights.
• Experience with customer success metrics and reporting frameworks.

Skills & Competencies

• Strategic thinking and business acumen.
• Customer‑centric mindset with a focus on delivering measurable value.
• Strong analytical and data‑driven decision‑making.
• Excellent written and verbal communication.
• Adaptability and resilience in a rapidly evolving environment.
• Team player who thrives in cross‑functional collaboration.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Senior CSM, you will:

• Participate in a structured mentorship program with senior leaders.
• Access to continuous learning resources, including industry certifications, webinars, and internal knowledge hubs.
• Opportunity to lead cross‑functional projects that shape product strategy and customer experience.
• Clear career pathways to roles such as Customer Success Director, Product Manager, or Head of Customer Experience.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in Mexico, with flexible hours that respect your personal commitments. We foster a collaborative environment through:

• Weekly virtual town halls and team stand‑ups.
• Monthly “innovation sprints” where ideas are prototyped and tested.
• Open‑door leadership policy and transparent communication.
• Regular virtual social events, including game nights, wellness challenges, and cultural celebrations.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer success metrics.
• Equity options to share in brighthush’s growth.
• Health, dental, and vision insurance (available from the first day of employment).
• Short‑term and long‑term disability coverage.
• Employee assistance program and wellness stipend.
• Generous parental leave and flexible time‑off policy.
• Professional development stipend and access to industry conferences.
• Annual company‑wide retreat and local team meet‑ups.

How to Apply

If you are a customer‑first professional with a passion for SMB growth, we would love to hear from you. Submit your application through our careers portal or click the link below to apply directly.

Apply to this job at brighthush

Join brighthush Today

Become part of a forward‑thinking team that is redefining the future of small and medium‑size businesses in Mexico. At brighthush, your work will have a tangible impact on our customers’ success, our company’s growth, and the broader SMB ecosystem. If you are ready to take the next step in your career and help shape the future of customer success, we encourage you to apply now.