Senior Customer Success Manager – Strategic Account Leadership & Product Adoption Expert at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers businesses to deliver exceptional customer experiences through AI‑driven insights and cloud‑native solutions. With a mission to transform the way organizations engage with their clients, brighthush blends cutting‑edge analytics, intuitive user interfaces, and a culture of continuous improvement to help our partners achieve higher retention, deeper engagement, and sustainable growth.

Our portfolio spans industries from financial services to healthcare, retail, and beyond, providing a unified platform that brings data, people, and processes together. At brighthush, we believe that success is a shared journey—our customers, our teams, and our community all thrive when we collaborate, innovate, and celebrate wins together.

Why Join brighthush?

• Impactful Work: You’ll be the trusted advisor for our most valuable clients, shaping the future of their customer success journeys.
• Growth & Learning: Access to a robust learning ecosystem, mentorship programs, and the opportunity to work with industry‑leading tools such as Salesforce and Gainsight.
• Inclusive Culture: A remote‑first, flexible environment that values diversity, equity, and inclusion.
• Competitive Compensation: A comprehensive package that rewards performance, innovation, and dedication.

Key Responsibilities

As a Senior Customer Success Manager at brighthush, you will be the linchpin between our clients and our product teams, ensuring that every engagement drives measurable value. Your day‑to‑day activities will include:

• Client Relationship Stewardship: Build and maintain deep, strategic relationships with C‑suite executives and key stakeholders across multiple industries.
• Strategic Account Planning: Develop and execute account plans that align with client business objectives, identify growth opportunities, and mitigate risks.
• Drive Product Adoption by orchestrating onboarding, training, and continuous engagement initiatives that accelerate time‑to‑value.
• Identify and champion Upsell & Expansion opportunities, collaborating with Sales and Product to create tailored proposals that resonate with client needs.
• Serve as the Voice of the Customer by collecting feedback, translating insights into product enhancements, and advocating for client success across the organization.
• Lead cross‑functional teams—Sales, Product, Engineering, and Marketing—to deliver seamless, high‑impact solutions.
• Maintain accurate, real‑time dashboards in Salesforce and Gainsight, providing transparent reporting on KPIs such as NPS, churn, renewal rates, and adoption metrics.
• Mentor and coach junior Customer Success Managers, fostering a culture of excellence and continuous improvement.
• Stay ahead of industry trends, emerging technologies, and competitive landscape to provide strategic guidance to clients.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• 4–5 years of progressive experience in Customer Success, Account Management, or a similar role.
• Proven track record of managing enterprise‑level accounts and driving measurable outcomes.
• Strong communication skills—both written and verbal—capable of influencing at all levels.
• Exceptional organizational and project management abilities, with a knack for juggling multiple priorities.
• Advanced problem‑solving and conflict resolution skills, turning challenges into opportunities.
• Self‑starter who thrives in an independent, remote work environment.
• Working knowledge of Salesforce and/or Gainsight is highly preferred.

Preferred Qualifications

• Experience in SaaS or cloud‑based solutions, especially within the customer success domain.
• Certifications in Salesforce (e.g., Administrator, Advanced Administrator) or Gainsight.
• Background in data analytics or experience with BI tools (Tableau, Power BI).
• Knowledge of AI/ML concepts and how they can be leveraged for customer success.
• Previous experience leading cross‑functional initiatives or product launches.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Relationship Building: Empathy, active listening, and the capacity to build trust quickly.
• Data‑Driven Decision Making: Comfortable interpreting metrics and turning data into insights.
• Collaboration: Proven ability to work effectively with Sales, Product, Engineering, and Marketing.
• Adaptability: Thrives in a fast‑moving, evolving environment.
• Leadership: Inspires and mentors teammates, fostering a culture of accountability.
• Technical Proficiency: Comfortable navigating CRM platforms, analytics dashboards, and collaboration tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, webinars, and workshops.
• Internal training modules covering advanced Salesforce, Gainsight, and AI fundamentals.
• Clear promotion pathways—from Senior Customer Success Manager to Director of Customer Success, and beyond.
• Cross‑departmental projects that broaden your skill set and visibility.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparency: Open communication channels and regular town‑hall meetings.
• Innovation: A safe space to experiment, fail fast, and iterate.
• Well‑Being: Comprehensive wellness programs, mental health support, and flexible work hours.
• Diversity & Inclusion: A vibrant community that celebrates differences and promotes belonging.
• Regular virtual team‑building events, hackathons, and social gatherings.

Compensation & Benefits

While the exact salary range will be tailored to your experience and qualifications, brighthush offers a competitive package that includes:

• Base salary commensurate with market standards for senior customer success roles.
• Performance‑based bonuses tied to client success metrics.
• 401(k) matching to help you plan for the future.
• Generous paid time off (PTO) and flexible vacation policies.
• Tuition reimbursement for relevant courses and certifications.
• Comprehensive health, dental, and vision insurance plans.
• Generous parental leave for both parents.
• Wellness stipend and access to mental health resources.
• Annual company retreats and team off‑sites.

Job Details

• Category: Customer Success
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — United States
• Languages: English

How to Apply

Ready to take the next step in your career and help shape the future of customer success? Click the link below to submit your application and join the brighthush team.

Apply to this job at brighthush

Final Thoughts

At brighthush, we’re not just building products—we’re building lasting relationships that transform businesses. If you’re a strategic thinker, a collaborative leader, and a passionate advocate for customer success, we want to hear from you. Join us and be part of a team that’s redefining what it means to deliver value, one client at a time.