Senior Customer Success Manager – Strategic Client Retention, Upsell Growth, and Satisfaction Leader in a Remote, High‑Tech SaaS Ecosystem

About brighthush

brighthush is not just a technology company; it’s a movement that is reshaping the way businesses move people and goods across the globe. With a portfolio that spans route optimization, predictive maintenance, advanced analytics, and AI‑driven fleet visibility, we empower organizations to streamline operations, cut costs, and unlock new revenue streams. Our solutions are built on a foundation of data, automation, and real‑time insight, allowing customers to make smarter, faster decisions that drive profitability and sustainability.

Founded on a belief that technology should anticipate tomorrow’s challenges, brighthush blends deep industry expertise with a relentless passion for innovation. We partner with logistics leaders, transportation operators, and supply‑chain executives to deliver products that solve today’s problems while positioning them for the future. Our culture is built on collaboration, curiosity, and a shared commitment to excellence.

Why Join brighthush?

When you become part of brighthush, you’re stepping into a culture that values every voice, rewards impact, and accelerates growth. Our remote‑first model gives you the freedom to work from anywhere in the United States while staying connected to a vibrant, global team. We champion diversity, equity, and inclusion, believing that the best ideas emerge from a mosaic of perspectives.

Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a platform where your contributions shape the future of transportation technology. You’ll find:

• Clear career pathways with mentorship from senior leaders across the organization.
• Access to cutting‑edge learning resources, including certifications in Salesforce, data analytics, and customer success frameworks.
• Opportunities to transition into Product Management, Sales Leadership, or Customer Experience Strategy roles.
• A culture that celebrates wins, encourages experimentation, and rewards results.

Key Responsibilities

As a Senior Customer Success Manager, you will be the linchpin of our customer experience, ensuring that every client derives maximum value from our platform. Your day‑to‑day activities will include:

• Customer Retention & Success: Own the end‑to‑end customer journey, driving satisfaction scores, renewal rates, and long‑term loyalty.
• Business Reviews & Health Checks: Conduct quarterly business reviews (QBRs) with key stakeholders, presenting insights, performance metrics, and actionable recommendations that align with business objectives.
• Upsell & Expansion: Identify and nurture upsell opportunities by deeply understanding customer needs, aligning product capabilities, and collaborating with Sales and Product teams to create tailored value propositions.
• Onboarding & Enablement: Lead new customer onboarding initiatives, crafting customized training plans, and ensuring smooth adoption of our platform across technical and operational teams.
• Data‑Driven Advocacy: Leverage CRM data and analytics to forecast churn risks, measure success metrics, and drive proactive engagement strategies that keep customers ahead of their challenges.
• Cross‑Functional Collaboration: Partner with Marketing, Product, Engineering, and Support to relay customer feedback, influence roadmap priorities, and deliver exceptional service.
• Thought Leadership: Represent brighthush at industry events, webinars, and user groups, positioning the brand as a trusted advisor in fleet management and logistics.
• Process Improvement: Continuously refine customer success processes, tools, and playbooks to increase efficiency, scalability, and quality of service.
• Team Leadership (Optional): Mentor junior Customer Success Managers, fostering a culture of learning, accountability, and high performance.

Essential Qualifications

• Minimum of 5+ years of proven experience in Customer Success, Account Management, or a related client‑facing role within a SaaS environment.
• Track record of driving customer retention, achieving high Net Promoter Scores (NPS), and securing renewals that exceed targets.
• Hands‑on experience with Salesforce or equivalent CRM platforms, including data entry, reporting, and workflow automation.
• Strong communication and active listening skills, with the ability to translate complex technical concepts into clear, actionable insights for both technical and non‑technical audiences.
• Demonstrated ability to analyze metrics, identify trends, and recommend data‑driven solutions that improve customer outcomes.
• Self‑motivated, organized, and comfortable managing multiple priorities in a fast‑paced, remote environment.
• Fluency in English, both written and spoken; additional languages are a plus.

Preferred Qualifications

• Experience in SaaS or technology companies serving the transportation, logistics, or supply‑chain sectors.
• Background in route optimization, fleet telematics, or related domains.
• Knowledge of advanced analytics tools (e.g., Tableau, Power BI) and data visualization best practices.
• Previous involvement in product roadmap discussions or feature prioritization.
• Certifications in Customer Success Management (CSM) or related fields.
• Experience with customer success metrics such as Customer Health Score, Time‑to‑Value, and Expansion Revenue.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Relationship Building: Proven skill in cultivating trust with C‑level executives and operational leaders.
• Problem Solving: Creative approach to resolving customer challenges and turning obstacles into opportunities.
• Analytical Acumen: Proficiency in interpreting dashboards, churn models, and usage patterns.
• Project Management: Experience coordinating cross‑functional initiatives with clear milestones and deliverables.
• Adaptability: Thrives in a dynamic environment where priorities shift and new technologies emerge.
• Communication: Exceptional written and verbal communication skills, with the ability to influence stakeholders at all levels.
• Collaboration: Comfortable working with diverse teams across product, engineering, marketing, and support.

Career Growth & Development

At brighthush, professional growth is a journey, not a destination. As a Senior Customer Success Manager, you’ll have access to:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Regular learning pathways, including certifications in Salesforce, data analytics, and customer success frameworks.
• Opportunities to transition into Product Management, Sales Leadership, or Customer Experience Strategy roles.
• Annual performance reviews that focus on both outcomes and skill development, ensuring you’re always moving forward.
• Participation in industry conferences, hackathons, and internal innovation challenges to broaden your network and expertise.
• Leadership roles in cross‑functional projects that influence product direction and customer experience strategy.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll find:

• Weekly virtual town halls where leadership shares company updates and celebrates wins.
• Monthly “Innovation Fridays” where teams pitch new ideas and prototype solutions.
• Flexible work hours that respect personal life while meeting client needs.
• A vibrant Slack community with channels for everything from tech support to wellness.
• Annual virtual retreats that combine team building, skill workshops, and fun activities.
• Access to a global network of peers, mentors, and industry experts.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer success professionals.
• Performance‑based bonuses tied to customer retention, upsell revenue, and NPS improvements.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) matching program to help you build a secure financial future.
• Unlimited paid time off (PTO) and a generous parental leave policy.
• Wellness stipend covering gym memberships, meditation apps, or home office upgrades.
• Continuous learning budget for courses, certifications, and conferences.
• Employee assistance program and mental health resources.

How to Apply

Ready to take the next step in your career and help shape the future of fleet management? Click the link below to submit your application and join the brighthush team. We’re excited to learn how your expertise and passion can drive customer success and innovation.