Senior Customer Success Manager – Solutions & Enterprise Growth Lead for East Coast Mid‑Market & Enterprise Clients

About brighthush

At brighthush, we’re on a mission to transform the way people experience waiting. Every year, the world spends an estimated 1 trillion hours in queues, appointments, and service lines. Our cutting‑edge platform turns those moments into seamless, real‑time interactions through virtual waitlists, intelligent scheduling, proactive messaging, and data‑driven analytics. Trusted by more than 10,000 organizations—including global leaders in retail, travel, and hospitality—brighthush has already helped over 250 million people enjoy a radically better waiting experience.

We’re a fast‑growing SaaS company that blends the agility of a startup with the stability and resources of a global organization. Our culture is built on curiosity, innovation, and a relentless focus on customer success. If you’re passionate about solving complex problems, driving measurable impact, and working in a collaborative, high‑energy environment, brighthush is the place for you.

The Role

We’re looking for a Senior Customer Success Manager – Solutions to partner with our Mid‑Market and Enterprise customers on the East Coast. In this role, you’ll blend strategic account management, commercial ownership, and technical problem‑solving to help our clients unlock the full value of brighthush’s platform. You’ll be a trusted advisor, a data‑driven strategist, and a hands‑on technical specialist—all while shaping the future of our self‑service and AI‑powered customer experiences.

Key Responsibilities

• AI‑Powered Self‑Service Leadership: Own and continuously improve automated onboarding flows and AI‑driven support tools that empower customers to solve issues independently.
• Customer Lifecycle Ownership: Manage renewals, upsells, downgrades, and churn mitigation across a portfolio of Mid‑Market accounts, driving strong Net Revenue Retention (NRR).
• Complex Technical Support: Serve as the senior human point of contact for intricate business logic and technical challenges that exceed self‑service capabilities.
• Configuration & Integration Consulting: Conduct scheduled workshops to understand customer needs, recommend optimal configurations, and guide integration of brighthush into their operations.
• Insight Generation: Analyze usage data, churn signals, support patterns, and feature gaps to surface actionable insights for both the customer experience and product roadmap.
• Product Collaboration: Partner closely with Product, Engineering, and Marketing to translate customer feedback into product enhancements and go‑to‑market strategies.
• Operational Excellence: Identify and implement process improvements that streamline customer‑facing workflows, support operations, and internal collaboration.

What You’ll Do

• Lead quarterly business reviews with key stakeholders, presenting data‑driven insights and growth recommendations.
• Develop and execute account plans that align with customer objectives and brighthush’s strategic goals.
• Act as a liaison between customers and cross‑functional teams, ensuring timely resolution of escalated issues.
• Champion the adoption of new features and best practices, driving measurable improvements in customer satisfaction scores.
• Mentor junior Customer Success team members, fostering a culture of continuous learning and high performance.
• Represent brighthush at industry events, webinars, and customer conferences to showcase success stories and gather market intelligence.

Essential Qualifications

• Minimum 5 years of experience in Customer Success, Enterprise Account Management, or SaaS renewal management.
• Proven track record of managing the full customer lifecycle, including renewals, expansions, and churn mitigation.
• Strong analytical mindset with the ability to interpret complex data sets and translate findings into actionable strategies.
• Excellent written and verbal communication skills in English, capable of simplifying technical concepts for diverse audiences.
• Demonstrated ability to build trust and influence senior stakeholders across multiple industries.

Preferred Qualifications

• Experience in the hospitality, retail, Apply for this job