Senior Customer Success Manager – Strategic Partnerships, Data Storytelling & Cross‑Functional Leadership in SaaS Facility Management
About brighthush
brighthush is a forward‑thinking SaaS company dedicated to transforming the way facilities are managed. By combining automated equipment tracking, predictive maintenance insights, and streamlined warranty execution, we empower facilities leaders, service providers, and operations teams to keep their environments running smoothly and efficiently. Our mission is simple: make maintenance easier, safer, and more cost‑effective for everyone involved. We do this by building strong relationships with our customers, listening to their challenges, and turning data into actionable strategies that drive real business outcomes.
Why Join brighthush?
At brighthush, you’ll be part of a culture that values transparency, collaboration, and continuous learning. We believe in giving our people the autonomy to own their work, the resources to grow, and the recognition that their contributions directly shape the future of the company. Whether you’re a seasoned Customer Success professional or a rising star eager to make an impact, you’ll find a supportive environment where your ideas are heard and your career path is in your hands.
Role Overview
As a Senior Customer Success Manager at brighthush, you will be the trusted partner for our customers after go‑live. Your primary mission is to ensure that each client not only adopts our platform successfully but also realizes measurable value, turning them into enthusiastic advocates. You will blend strategic account management, data storytelling, and cross‑functional collaboration to keep accounts healthy, uncover growth opportunities, and continuously improve the customer experience.
Key Responsibilities
- Build and nurture long‑term partnerships: Serve as the main point of contact for a portfolio of high‑value customers, establishing trust and aligning their business objectives with brighthush capabilities.
- Develop success plans: Create clear, measurable success plans that tie customer goals to platform milestones, and adjust them as business needs evolve.
- Host regular business reviews: Conduct quarterly executive check‑ins and monthly operational reviews to gather feedback, share insights, and recommend improvements.
- Monitor account health: Use data dashboards to track usage, support tickets, and renewal signals; flag risks early and mobilize the right teams to resolve issues.
- Data storytelling: Build compelling presentations that translate product usage, work order trends, and asset performance into ROI narratives that resonate with leadership.
- Cross‑functional coordination: Partner with Support, Product, Sales, Implementation, and Training teams to close loops, relay feedback, and drive product enhancements.
- Identify expansion opportunities: Work closely with Sales to surface upsell and renewal signals, ensuring a smooth handoff and a high renewal rate.
- Champion the customer internally: Advocate for customer needs in product roadmaps, feature prioritization, and service improvements.
- Continuous improvement: Evaluate and refine playbooks, processes, and tools to increase efficiency and advocacy across your book of business.
Essential Qualifications
- 3–7 years of experience in a strategic, customer‑facing role (e.g., Customer Success Manager, Strategic Account Manager, Operations Manager).
- Proven track record of owning a customer portfolio, including executive‑level meetings, multi‑threaded stakeholder management, and change leadership.
- Strong data storytelling skills: proficiency in Excel, Google Sheets, and dashboard tools to turn trends into actionable insights.
- Excellent organizational and project management abilities, handling multiple accounts simultaneously.
- Clear, concise written and verbal communication; ability to tailor messaging for different stakeholder groups.
- Experience with CRM and CS tools such as HubSpot, Salesforce, Gainsight, or ChurnZero; familiarity with business intelligence platforms is a plus.
- Bonus: Background in B2B technology, facilities management, retail, or field‑service environments.
Preferred Skills & Competencies
- Strategic thinking with a data‑driven mindset.
- Ownership mentality: follow through, unblock others, and deliver results.
- Teaching mindset: patient, approachable, and generous with knowledge.
- Comfort with experimentation and continuous improvement.
- Resilience under pressure and ambiguity.
- Problem‑solving enthusiasm and adaptability.
Career Growth & Learning Opportunities
At brighthush, your growth trajectory is clear and supported. As you master the customer success function, you’ll have the opportunity to move into senior leadership roles such as Director of Customer Success or Vice President of Customer Experience. We invest in your professional development through:
- Paid certifications in customer success, data analytics, and SaaS operations.
- Mentorship programs pairing you with senior leaders across the organization.
- Regular internal workshops on emerging industry trends, product roadmaps, and best practices.
- Access to a global community of experts through industry conferences and webinars.
Work Environment & Culture
brighthush thrives on a culture of openness, collaboration, and impact. Our teams are distributed across the United States, but we maintain a strong sense of community through:
- Weekly virtual town halls with the executive team.
- Monthly cross‑functional “innovation sprints” to tackle customer pain points.
- Quarterly team‑building retreats and virtual happy hours.
- A transparent decision‑making process that encourages feedback at all levels.
Compensation & Benefits
We offer a competitive total rewards package that includes:
- Base salary range: $100,000 – $120,000 per year, commensurate with experience.
- Performance‑based bonus structure tied to customer health metrics and renewal rates.
- Comprehensive health benefits: medical, dental, vision, and life insurance.
- Flexible spending accounts (FSA) for healthcare and dependent care.
- 401(k) plan with a 4% company match.
- Unlimited paid time off (PTO) to support work‑life balance.
- Paid holidays and company‑wide time off during peak seasons.
- Tuition reimbursement for relevant professional courses and certifications.
- Regular team‑building events, company swag, and a vibrant virtual office environment.
Who You’ll Work With
- Customer Success Leadership: Direct reporting to the Customer Success Team Lead.
- Cross‑Functional Partners: Collaboration with Implementation, Support, Asset Survey, Product, and Sales teams to ensure a seamless customer journey.
- Executive Stakeholders: Regular engagement with C‑suite executives and operational leaders across client organizations.
How to Apply
If you’re passionate about building lasting customer relationships, turning data into strategic insights, and driving growth in a fast‑paced SaaS environment, we want to hear from you. Submit your application through our careers portal and join a team that values ownership, collaboration, and continuous improvement.