Senior Customer Success Manager – Strategic Account Leadership, Data‑Driven Engagement, and Trusted Relationship Building at brighthush

About brighthush and the Future of Customer Success

brighthush is a trailblazing cloud‑software powerhouse that is redefining how businesses in the trades and service sectors operate. With a suite of end‑to‑end solutions that streamline operations, boost productivity, and unlock new revenue streams, brighthush empowers thousands of customers to deliver exceptional service experiences. Our mission is simple: to transform the way people work by providing the most intuitive, data‑rich, and scalable technology platform on the market.

In an era where digital transformation is no longer optional, the role of Customer Success has become the linchpin that connects technology to tangible business outcomes. At brighthush, we view every customer interaction as a strategic opportunity to create lasting value, drive adoption, and foster loyalty. We’re seeking a seasoned Customer Success Manager who can blend strategic account stewardship with hands‑on data analysis, all while building deep, trust‑based relationships with our clients.

Why brighthush is the Future of Customer Success

Our platform is engineered for the modern tradesman, contractor, and service provider. It integrates scheduling, invoicing, workforce management, and real‑time analytics into a single, cloud‑native experience. This unique combination positions brighthush at the intersection of technology and industry expertise, giving our customers a competitive edge that is hard to replicate.

Customer Success at brighthush is more than a support function; it’s a strategic partnership. We empower our teams to act as trusted advisors, leveraging data to anticipate needs, mitigate risks, and unlock growth opportunities. By aligning our success metrics with our customers’ KPIs, we create a win‑win environment where both parties thrive.

Your Role and Impact

As a Senior Customer Success Manager, you will be the catalyst that turns data insights into actionable strategies. You will own a portfolio of high‑value accounts, ensuring they achieve their business objectives through proactive engagement and strategic guidance. Your day‑to‑day activities will include:

Key Responsibilities – Your Impact in Action

• Account Leadership: Own a portfolio of high‑value accounts, ensuring they achieve their business objectives through proactive engagement and strategic guidance.
• Data‑Driven Insight: Leverage engagement metrics, usage patterns, and performance dashboards to identify upsell opportunities, adoption gaps, and potential risks.
• Relationship Building: Serve as the primary point of contact for key stakeholders, cultivating long‑term partnerships and acting as a trusted advisor.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Support teams to align on customer goals, deliver feedback loops, and drive product enhancements.
• Project Management: Lead onboarding, renewal, and expansion projects, ensuring timely delivery, clear communication, and measurable outcomes.
• Continuous Improvement: Champion best practices for customer success, contribute to knowledge bases, and mentor junior team members.
• Travel & Flexibility: Maintain a flexible schedule with less than 15% travel nationwide to support in‑person client visits and industry events.

Success Metrics You’ll Own

• Customer Net Promoter Score (NPS) above 70%.
• Renewal rate of 95%+ for managed accounts.
• Upsell and cross‑sell revenue growth of 15%+ YoY.
• Adoption rate of new features above 80% within the first 90 days.
• Customer health score improvement by at least 10% over a 12‑month period.

Essential Qualifications – What We Expect

• Minimum 4 years of experience in a customer‑facing role, preferably in account or project management within a SaaS or technology environment.
• Demonstrated ability to manage multiple high‑priority projects simultaneously while maintaining meticulous attention to detail.
• Strong analytical mindset with proficiency in data analysis tools (Excel, SQL, brighthush, or similar).
• Excellent written and verbal communication skills, capable of translating complex technical concepts into clear, actionable insights.
• Self‑motivated, proactive, and comfortable working independently in a remote setting.
• Proficiency in English; additional language skills are a plus.

Preferred Qualifications – Bonus Points

• Experience in the trades, construction, or service‑industry verticals.
• Background in customer success, account management, or implementation consulting.
• Familiarity with CRM platforms such as brighthush.
• Track record of driving customer adoption, renewal, and expansion metrics.
• Experience with data visualization and reporting tools.

Skills & Competencies – The DNA of Success

• Strategic Thinking: Ability to see the big picture while executing on granular tasks.
• Relationship Management: Building rapport, managing expectations, and resolving conflicts with finesse.
• Analytical Acumen: Turning raw data into actionable insights that influence business decisions.
• Project Management: Planning, executing, and closing projects on time and within scope.
• Adaptability: Thriving in a fast‑paced, evolving environment.
• Collaboration: Working seamlessly across cross‑functional teams to achieve shared goals.
• Customer‑Centric Mindset: Prioritizing the customer’s success above all else.

Career Growth & Learning – Your Path Forward

At brighthush, we invest heavily in the professional development of our team. As a Customer Success Manager, you will:

• Participate in a structured onboarding program that covers product knowledge, industry trends, and customer success best practices.
• Access a robust learning portal featuring courses on data analytics, SaaS sales, and leadership development.
• Engage in mentorship programs pairing you with senior leaders to accelerate your growth.
• Have clear performance metrics tied to career progression, with opportunities to move into Senior Customer Success Manager, Director of Customer Success, or even VP of Customer Experience.
• Attend industry conferences, webinars, and internal workshops to stay ahead of market shifts.

Work Environment & Culture – Why brighthush Stands Out

Our culture is built on transparency, innovation, and a relentless focus on customer impact. Key highlights include:

• Remote‑First Flexibility: Work from anywhere in the United States with a fully supported home‑office setup.
• Inclusive Community: A diverse team that celebrates different perspectives and encourages open dialogue.
• Collaborative Spirit: Regular cross‑team hackathons, town halls, and informal coffee chats to foster collaboration.
• Wellness & Work‑Life Balance: Company‑wide initiatives such as virtual fitness classes, mental health resources, and generous paid time off.
• Impact‑Driven Projects: Every team member’s work directly influences customer success and the broader market.

Diversity & Inclusion

brighthush is committed to creating an inclusive environment where every voice is heard. We actively seek talent from all backgrounds and believe that diversity fuels innovation. Our hiring practices are designed to eliminate bias, and we provide ongoing training to ensure a respectful and collaborative workplace.

Compensation & Benefits – We Value Your Contribution

We offer a competitive salary range of USD 86,600 – 139,000 per year, commensurate with experience and performance. In addition to base pay, you will receive:

• 401(k) plan with company matching.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Comprehensive health, dental, and vision insurance plans.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Parental leave policy that supports both parents with paid time off.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.
• Professional development stipend and tuition reimbursement.
• Annual performance bonuses tied to company and individual metrics.

How to Apply

If you are a proactive, data‑savvy, and customer‑centric professional ready to take the next step in your career, we want to hear from you. Apply today and help us empower our customers to achieve their most ambitious goals.

Apply Now and become a key player in brighthush’s journey to transform the trades industry through technology.