Senior Customer Success Manager – Strategic Account Leadership & AI‑Driven Growth at brighthush

About brighthush

brighthush is a trailblazing SaaS company that has redefined how businesses nurture customer relationships. Since its inception in 2011, we have empowered more than 10,000 organizations—from startups to Fortune 500 enterprises—to transform every interaction into a meaningful conversation. Our mission is simple yet powerful: to treat customers as people, not tickets. By combining cutting‑edge AI with a human‑centric approach, we give teams the bandwidth to focus on what truly matters—delivering exceptional experiences.

We are now entering an exciting new chapter. Our product roadmap is expanding to include AI‑native features that anticipate customer needs, streamline workflows, and unlock deeper insights. At the same time, we are reshaping our internal culture to thrive in a fast‑moving, AI‑driven world. If you are passionate about building relationships, driving growth, and experimenting with the next generation of technology, brighthush is the place for you.

The Opportunity

As a Senior Customer Success Manager at brighthush, you will own a portfolio of 80–100 high‑value accounts, representing approximately $4 million in recurring revenue. You will be the trusted advisor for our customers, from day‑to‑day users to executive sponsors. Your focus will be on retention, adoption, and long‑term value—while expansion opportunities will be handled by our dedicated expansion team.

Key Responsibilities

• End‑to‑End Account Ownership – From onboarding handoff to renewal, you will manage the entire customer lifecycle, ensuring each account remains healthy and engaged.
• Multi‑Threaded Relationship Building – Cultivate relationships across all levels, including C‑suite executives, product managers, and operational teams, to align on business outcomes.
• Risk Detection & Mitigation – Monitor usage patterns, communication cadence, and support tickets to spot early warning signs. Escalate proactively and collaborate with cross‑functional partners to turn potential churn into opportunity.
• Executive Business Reviews (EBRs) – Lead quarterly EBRs that showcase ROI, uncover new use cases, and reinforce strategic alignment.
• Renewal & Retention Leadership – Own the renewal process, driving net dollar retention (NDR) for your book. Your success will be measured by the health of the accounts you steward.
• Expansion Identification – Spot upsell or cross‑sell opportunities and hand them off to the expansion team with a warm introduction, ensuring a seamless handover.
• Voice of the Customer – Translate customer insights into actionable feedback for Product, Onboarding, and other teams, influencing roadmap and process improvements.
• Workflow Design & Automation – Leverage AI tools and automation to manage a large book efficiently, ensuring nothing falls through the cracks.
• Team Leadership & Mentorship – Share best practices, document learnings, and help shape the future of Customer Success at brighthush.

Essential Qualifications

• 5+ years of Customer Success experience in SaaS, with a proven track record in SMB, mid‑market, or enterprise segments.
• Experience managing a large book of business (50+ accounts) while maintaining a consistent cadence.
• Demonstrated success in retention, renewal, or NDR metrics—be ready to discuss specific numbers and strategies.
• Strong relationship‑building skills, with a passion for being a strategic advisor rather than a sales rep.
• Comfortable handling difficult conversations, including renewal negotiations and recovery discussions.
• Proven ability to collaborate cross‑functionally with Product, Support, and Sales teams.
• Adaptability to a fast‑moving environment where processes are evolving and playbooks are still being written.
• Enthusiasm for AI and a willingness to experiment with new tools to reduce manual overhead.
• Technical aptitude—quick to learn and master complex software.

Preferred Qualifications

• Experience in a high‑growth SaaS company with a focus on customer experience.
• Background in data analysis or using analytics platforms to drive insights.
• Knowledge of AI and machine learning concepts as they apply to customer success.
• Previous experience in a remote‑first organization.

Skills & Competencies

• Strategic Thinking & Business Acumen
• Exceptional Communication & Presentation Skills
• Problem‑Solving & Critical Thinking
• Project Management & Organizational Discipline
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you will:

• Progress to a Customer Success Leadership role, overseeing a team of managers and shaping the strategy for the entire customer success organization.
• Gain exposure to product strategy and roadmap discussions, influencing the direction of our AI‑native features.
• Participate in cross‑functional initiatives, such as go‑to‑market planning, customer advocacy programs, and global expansion projects.
• Access a yearly professional development stipend of $1,800 to attend conferences, workshops, or pursue certifications.
• Benefit from a culture that encourages experimentation, learning from failures, and celebrating incremental progress.

Work Environment & Company Culture

brighthush is a fully remote, distributed team of 120+ teammates across the globe. Our culture is built on:

• Trust & Autonomy – You are empowered to own your work, set your own rhythm, and make decisions that benefit the customer.
• Curiosity & Continuous Improvement – We foster a safe space for experimentation, quick learning, and iterative growth.
• Collaboration & Transparency – Open communication channels, regular all‑hands meetings, and shared documentation keep everyone aligned.
• Human‑Centric Values – We prioritize empathy, generosity, and a genuine desire to help each other succeed.

Compensation & Benefits

Our compensation model is transparent and aligned with market data. For this role, the On‑Target Earnings (OTE) range is $139,000–$160,000.

Benefits include:

• Competitive base salary with a clear salary formula.
• Flexible time off—choose the holidays and vacation days that suit you.
• 12 weeks of fully paid parental leave for all new parents, including adoption and foster care.
• Home office stipend to set up a productive workspace.
• Co‑working stipend up to $300/month if you prefer to work outside your home.
• Yearly professional development stipend of $1,800.
• Top‑tier health insurance for you and your dependents (U.S. & Canada).

Hiring Process

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