Senior Customer Success Manager – Strategic Account & Adoption Lead for Cloud‑Based Trades & Service Solutions at brighthush

About brighthush

brighthush is more than a software vendor – we are the catalyst that transforms the trades and service sector into a data‑driven, customer‑centric ecosystem. Our cloud‑based platform empowers contractors, maintenance teams, and field service operators to streamline operations, elevate customer experiences, and unlock measurable growth. From real‑time job tracking to AI‑driven predictive maintenance, our solutions are engineered to make every interaction smarter, faster, and more impactful.

Founded on relentless innovation, collaborative spirit, and an unwavering focus on customer success, brighthush has become the go‑to partner for companies seeking to modernize their service delivery. Our mission is simple: help our clients thrive by providing tools that make every interaction smarter, faster, and more impactful.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that thrives on solving complex problems and delivering tangible value to our clients. We believe in empowering our people with the tools, training, and autonomy they need to excel. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive environment that encourages continuous learning, creativity, and real impact.

Our culture is built on transparency, empowerment, and a shared commitment to excellence, ensuring that every voice is heard and every contribution is celebrated. We’re a fully remote, globally distributed organization that values flexibility, work‑life balance, and the ability to collaborate across time zones.

What Makes brighthush Unique

brighthush stands out for its deep industry expertise, data‑centric approach, and a product roadmap that is constantly evolving to meet the changing needs of the trades. We invest heavily in research and development, ensuring that our platform stays ahead of the curve in AI, IoT, and mobile connectivity. Our clients trust us not only for technology but for strategic partnership, and we deliver that through a blend of proactive consulting, rigorous analytics, and a relentless focus on outcomes.

About the Role

As a Senior Customer Success Manager, you will be the linchpin between our clients and the brighthush ecosystem. You will own the end‑to‑end customer journey, from onboarding to renewal, and will be responsible for driving adoption, maximizing value, and ensuring that every client achieves their business objectives through our platform.

Key Responsibilities

• Client Relationship Management: Serve as the primary point of contact for a portfolio of high‑value accounts, ensuring their success and satisfaction with brighthush’s solutions. Build deep, trust‑based relationships that become the foundation for long‑term partnership.
• Onboarding & Training: Lead comprehensive onboarding programs that guide new customers through implementation, feature adoption, and best‑practice usage. Design and deliver customized training sessions, create knowledge bases, and ensure a smooth transition from sales to ongoing support.
• Data‑Driven Insights: Leverage analytics tools to monitor usage patterns, identify trends, and recommend actionable improvements that drive customer ROI. Translate complex data sets into clear, strategic recommendations that align with each client’s business objectives.
• Issue Resolution & Escalation: Act swiftly to de‑escalate challenges, coordinate cross‑functional support, and ensure timely resolution of any client concerns. Serve as the advocate for the customer within brighthush, ensuring that their voice is heard across product, engineering, and support teams.
• Strategic Account Planning: Collaborate with sales and product teams to develop account plans that align with client goals and identify upsell or cross‑sell opportunities. Own the account health scorecard and drive proactive initiatives that keep clients engaged and invested.
• Performance Reporting: Prepare and present regular performance dashboards and health reports to stakeholders, highlighting successes and areas for improvement. Use storytelling techniques to communicate data insights in a compelling way.
• Process Improvement: Continuously refine customer success processes, share best practices, and contribute to the evolution of brighthush’s CS framework. Champion a culture of continuous improvement and knowledge sharing across the organization.
• Thought Leadership: Represent brighthush at industry events, webinars, and community forums. Share insights on trends in field service technology, customer success best practices, and the future of cloud‑based solutions.
• Cross‑Functional Collaboration: Work closely with product, engineering, marketing, and sales teams to relay customer feedback, influence roadmap decisions, and ensure alignment between customer needs and product evolution.
• Client Advocacy: Act as the customer’s advocate in internal meetings, ensuring that their priorities are reflected in product development, support processes, and service delivery.
• Renewal & Expansion Management: Lead renewal negotiations, identify expansion opportunities, and collaborate with the sales team to close deals that drive revenue growth while maintaining high customer satisfaction.
• Community Building: Foster a community of users through forums, user groups, and peer‑to‑peer learning sessions, creating a network of advocates who champion brighthush within their industries.

Essential Qualifications

• Minimum of 2 years of experience in a customer‑facing role, such as Customer Success, Account Management, or Sales Support.
• Proven ability to build strong relationships with clients and influence outcomes.
• Strong communication skills, both written and verbal, with the ability to translate technical concepts into clear, actionable insights.
• Excellent problem‑solving and analytical capabilities, with a track record of turning data into strategic recommendations.
• Experience with CRM and analytics platforms (e.g., Salesforce, HubSpot, Tableau) is highly desirable.
• Organizational and project management skills that enable you to juggle multiple priorities and deliver on time.
• Fluency in English; additional language skills are a plus.

Preferred Qualifications

• Background in the trades or service‑industry technology space.
• Experience with SaaS or cloud‑based product adoption programs.
• Knowledge of data visualization tools and the ability to create compelling dashboards.
• Prior experience in a remote or distributed team environment.
• Certifications in customer success, project management, or data analytics.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping clients succeed and a proactive approach to anticipating their needs.
• Communication Excellence: Clear, concise, and persuasive communication across all levels of the organization.
• Analytical Thinking: Ability to dissect complex data sets, identify patterns, and translate findings into actionable strategies.
• Project Management: Strong planning, execution, and follow‑up skills to keep initiatives on track.
• Collaboration & Teamwork: Comfortable working cross‑functionally with sales, product, engineering, and support teams.
• Adaptability: Thrive in a fast‑changing environment and embrace new tools, processes, and challenges.
• Strategic Vision: Ability to see the big picture and align client goals with brighthush’s product roadmap.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be dynamic and rewarding. As a Senior Customer Success Manager, you’ll:

• Progress to senior roles such as Senior Customer Success Manager, Customer Success Lead, or Director of Customer Success.
• Gain exposure to product strategy, sales enablement, and data science initiatives.
• Participate in leadership development programs, mentorship, and continuous learning workshops.
• Attend industry conferences, webinars, and internal knowledge‑sharing sessions to stay ahead of market trends.
• Lead cross‑functional projects that shape the future of our customer success framework.
• Earn certifications in customer success, data analytics, or project management through our learning platform.
• Contribute to the creation of white papers, case studies, and thought leadership pieces that position brighthush as an industry authority.

Work Environment & Culture at brighthush

Our culture is built on transparency, empowerment, and a shared commitment to excellence. You’ll find:

• A fully remote, globally distributed team that values flexibility and work‑life balance.
• Regular virtual town halls, hackathons, and social events that foster camaraderie.
• A culture of recognition where achievements are celebrated and contributions are acknowledged.
• Open channels for feedback, continuous improvement, and personal growth.
• Access to cutting‑edge collaboration tools that enable seamless communication across time zones.
• Inclusive policies that support diverse backgrounds, perspectives, and career paths.
• Annual “Innovation Day” where teams can experiment with new ideas, technologies, and processes.
• Community outreach initiatives that allow employees to give back to local trades and service communities.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards for Customer Success roles.
• Performance‑based bonuses tied to client satisfaction, renewal rates, and upsell targets.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO), including vacation, sick leave, and personal days.
• Flexible work schedule and fully remote work setup.
• 401(k) or equivalent retirement savings plan with company match.
• Parental leave policies that support new parents.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs, including mental health resources and fitness stipends.
• Access to a company‑wide learning platform with courses on leadership, technology, and industry trends.
• Annual tech stipend for home office upgrades and high‑speed internet.
• Employee referral program with attractive incentives.

How to Apply

Ready to make a real impact on our clients’ success and grow your career with a leading technology partner? Submit your application through our careers portal or send your résumé and cover letter to [email protected]. We look forward to exploring how your expertise and passion can help shape the future of customer success at brighthush.

Closing Statement

At brighthush, we believe that the heart of our business lies in the success of our customers. If you are a proactive, data‑driven professional who thrives on building lasting relationships and driving measurable outcomes, we invite you to join our team. Together, we’ll empower businesses to unlock their full potential and create lasting value for their clients.