Senior Customer Success Manager – Strategic Onboarding & Retention Lead – Accelerating Client Success, Revenue Growth, and Product Adoption for High‑Growth Digital Coaching & Agency Platforms at brighthush

About brighthush

brighthush isn’t just a SaaS platform – it’s a launchpad for entrepreneurs, coaches, and agencies that want to scale with confidence, clarity, and measurable impact. From the moment we launched, we’ve blended proven systems, cutting‑edge technology, and a vibrant community to help our clients launch new products, grow coaching programs, and build sustainable agencies. Our mission is simple yet powerful: deliver lasting results that enable our customers to thrive in a rapidly evolving digital marketplace.

We thrive on a culture of transparency, continuous learning, and an unwavering focus on outcomes. Every member of the brighthush team is a growth catalyst, and every client relationship is a partnership built on trust, data, and shared ambition. If you’re passionate about turning strategy into action and love working in a fast‑moving, high‑growth environment, brighthush is the place for you.

Why This Role Matters

The Senior Customer Success Manager (CSM) is the linchpin that transforms a client’s investment into real, lasting success. As the trusted advisor who guides new clients from the moment they sign on to the point where they achieve the outcomes they paid for, you will directly shape client satisfaction, retention, and the overall growth trajectory of brighthush. Your influence will ripple across sales, product, and support, ensuring that every touchpoint delivers value and drives measurable revenue growth.

If you thrive on building deep relationships, driving tangible results, and turning happy customers into compelling case studies, this is the role for you.

Key Responsibilities

1. Own the Client Onboarding Journey

• Lead the kickoff process, setting clear expectations and ensuring every new client is oriented and moving forward quickly.
• Design and refine onboarding playbooks that align with our product roadmap and client personas.
• Coordinate cross‑functional handoffs to Sales, Product, and Support to guarantee a seamless transition.
• Develop and maintain a library of onboarding resources—videos, checklists, and FAQs—to accelerate client adoption.
• Track onboarding metrics (time to first value, adoption rates) and iterate on processes to improve the client experience.
• Conduct post‑onboarding reviews to capture lessons learned and refine future onboarding strategies.

2. Drive Client Progress & Accountability

• Maintain regular check‑ins, providing actionable next steps and gently nudging clients when they stall.
• Use data‑driven insights to anticipate roadblocks and proactively remove friction.
• Champion a culture of continuous improvement by collecting feedback and iterating on processes.
• Implement a structured “Account Health” framework that monitors usage, satisfaction, and risk indicators.
• Collaborate with the Product team to prioritize feature requests that deliver the highest impact for clients.
• Facilitate quarterly business reviews that align client goals with product capabilities.

3. Serve as the Single Point of Contact

• Be the go‑to person for all client inquiries, responding promptly and following up diligently.
• Ensure nothing falls through the cracks by maintaining a meticulous client record in our CRM.
• Escalate complex issues to the appropriate teams while keeping the client informed.
• Act as the client’s advocate within brighthush, ensuring their voice is heard in product and strategy discussions.
• Document and share best practices across the Customer Success organization.

4. Identify & Mitigate Churn Risk Early

• Monitor engagement signals, detect frustration or disengagement, and proactively reach out to prevent cancellations.
• Implement churn‑prevention playbooks and conduct “re‑engagement” workshops for at‑risk accounts.
• Collaborate with Marketing to create targeted win‑back campaigns.
• Analyze churn data to uncover root causes and recommend systemic improvements.
• Develop a predictive churn model using CRM and usage data to flag high‑risk accounts.

5. Track Every Client Journey

• Maintain up‑to‑date records in our CRM, mapping each client’s stage, needs, and proximity to their goal.
• Generate weekly dashboards that highlight key metrics such as NPS, usage, and renewal readiness.
• Provide actionable insights to leadership on trends and opportunities.
• Own the quarterly “Client Success Review” to align the team on priorities and outcomes.
• Publish a monthly client health report for executive leadership.

6. Turn Results into Proof

• Capture wins, testimonials, and case studies as clients hit milestones.
• Collaborate with Sales and Marketing to showcase success stories across channels.
• Leverage data to build compelling ROI narratives for prospects.
• Develop a “Success Playbook” that other teams can use to replicate high‑impact strategies.
• Coordinate with the Content team to produce whitepapers and webinars featuring client success.

7. Run Renewal & Expansion Conversations

• Identify satisfied clients ready to renew or upgrade, and conduct those conversations smoothly and professionally.
• Negotiate upsells and cross‑sell opportunities that align with client goals.
• Track renewal pipelines and forecast revenue accurately.
• Collaborate with Finance to ensure accurate billing and revenue recognition.
• Lead the creation of renewal playbooks that standardize the process across the team.

8. Report on Retention & Satisfaction

• Track churn, NPS, engagement, and outcomes.
• Highlight patterns and insights for leadership to act upon.
• Present quarterly reviews that inform product and strategy decisions.
• Share best practices across the Customer Success organization.
• Maintain a knowledge base of retention tactics and success stories.

Essential Qualifications

• Proven experience in client success, account management, or coaching—ideally within high‑ticket information products, coaching programs, or agency services.
• Exceptional relationship‑building skills; clients trust you and feel comfortable sharing their honest feedback.
• Highly proactive and organized; you hunt risk and follow up relentlessly—nothing slips through the cracks.
• Comfortable holding accountability conversations and keeping clients moving forward without being pushy.
• Strong written and verbal communication skills; you run calls, Slack threads, and email exchanges with clarity and professionalism.
• Proficiency with CRM systems and tracking tools; you keep client data current and accurate.
• Availability during US Eastern business hours, Monday through Friday.
• Experience managing a portfolio of high‑value accounts and driving revenue growth.
• Demonstrated ability to translate data into actionable insights that influence strategy.
• Passion for continuous learning and staying ahead of industry trends.

Preferred (Bonus) Skills

• Experience with AI tools for client tracking, call preparation, and risk assessment.
• Background in data analysis or reporting—able to translate metrics into actionable insights.
• Knowledge of the coaching, agency, or high‑ticket product space.
• Experience leading cross‑functional initiatives and driving product roadmap input.
• Familiarity with modern customer success platforms.
• Experience in a startup or high‑growth SaaS environment.
• Certifications in Customer Success, Project Management, or Data Analytics.

What You’ll Bring to the Table

• Strategic Thinking – Seeing the big picture while managing day‑to‑day details.
• Empathy – Understanding client pain points and celebrating their wins.
• Resilience – Handling objections, setbacks, and high‑pressure situations with grace.
• Collaboration – Working closely with Sales, Marketing, Product, and Support to create a seamless client experience.
• Continuous Learning – Staying up‑to‑date on industry trends, new tools, and best practices.
• Leadership – Mentoring junior CSMs and influencing cross‑functional teams.
• Analytical Mindset – Turning data into stories that drive action.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As you grow in this role, you’ll have the chance to:

• Lead the development of our client success playbook and onboarding framework.
• Mentor junior CSMs and help shape the next generation of customer success leaders.
• Take on a strategic role in shaping product roadmap based on client feedback.
• Attend industry conferences, workshops, and training sessions—both virtual and in‑person.
• Earn certifications in customer success, project management, or data analytics.
• Progress to Director of Customer Success or VP of Customer Experience within 2–3 years.
• Participate in a leadership development program that covers strategy, finance, and operations.
• Lead cross‑departmental initiatives that influence company‑wide strategy.

Work Environment & Culture at brighthush

Our culture is built on:

• Transparency – Open communication across all levels.
• Collaboration – Cross‑functional teams that celebrate shared wins.
• Innovation – A sandbox mentality that encourages experimentation.
• Work‑Life Balance – Fully remote, flexible hours within US Eastern business time.
• Regular virtual team gatherings, hackathons, and social events.
• Inclusive environment that values diverse perspectives and promotes belonging.
• Commitment to mental health with access to counseling resources and wellness programs.
• Annual company retreats that blend learning, networking, and fun.

Compensation & Benefits

We offer a competitive base salary ranging from $10,000 to $20,000 per month, depending on experience and performance. In addition:

• Retention Bonus – Upside tied to client retention and outcomes.
• Monthly pay on the 5th of each month.
• Full remote work—no commute, no office overhead.
• Health, dental, and vision insurance (for eligible employees).
• 401(k) matching program.
• Unlimited paid time off and a generous parental leave policy.
• Access to a curated library of books, courses, and industry resources.
• Annual stipend for professional development and certifications.
• Employee referral bonus program.
• Performance‑based equity or profit‑sharing opportunities.

How to Apply

If you’re ready to join a high‑energy, results‑driven team and help clients achieve their biggest goals, we’d love to hear from you. Submit your application through our careers portal or send your resume and cover letter to [email protected]. Let’s build success together.