Senior Customer Success Manager – Strategic Portfolio & Expansion Lead for AI‑Powered SaaS Business Solutions (Remote, United States)

About brighthush

brighthush stands at the forefront of the business management software arena, delivering cloud‑native, AI‑enhanced solutions that empower small and mid‑size organizations worldwide. With a presence that spans continents and a culture rooted in relentless innovation, collaboration, and customer obsession, brighthush is redefining how businesses thrive in the digital age. Our mission is simple yet powerful: to give every organization the technology and support it needs to grow, scale, and succeed.

Why This Role Matters

In the fast‑moving world of SaaS, the difference between a satisfied customer and a loyal advocate lies in the quality of the customer journey. As a Senior Customer Success Manager at brighthush, you will be the linchpin that turns our technology into tangible business outcomes. You will guide customers from onboarding through expansion, ensuring they realize maximum value from every feature and every interaction. Your work will directly influence revenue, retention, and brand reputation—making this role pivotal to our continued success.

Key Responsibilities

• Portfolio Management – Own a portfolio of high‑value customers, ensuring their success and satisfaction across all touchpoints.
• Business Reviews & Health Scoring – Conduct regular business reviews, analyze usage data, and present insights that help customers realize ROI and identify upsell opportunities.
• Product Adoption & Enablement – Champion product adoption by creating tailored enablement plans, training sessions, and best‑practice guides.
• Cross‑Functional Collaboration – Partner with Sales, Product, Marketing, and Support to align on customer goals, feedback loops, and feature requests.
• Issue Escalation & Resolution – Act as the primary point of escalation for complex issues, coordinating with engineering and support to deliver timely, effective solutions.
• Data‑Driven Decision Making – Leverage brighthush, brighthush, and AI analytics tools to monitor health metrics, forecast churn, and recommend proactive actions.
• Thought Leadership – Represent brighthush at industry events, webinars, and user groups, sharing insights and gathering market intelligence.
• Strategic Account Planning – Develop and execute account plans that align customer objectives with brighthush’s product roadmap, ensuring long‑term partnership success.
• Customer Advocacy & Voice of Customer – Capture and amplify customer voices to influence product development, marketing messaging, and service enhancements.
• Metrics & Reporting – Build and maintain dashboards that track key performance indicators such as NPS, churn rate, expansion revenue, and product adoption curves.
• Mentorship & Team Collaboration – Coach junior CS team members, share best practices, and contribute to a culture of continuous improvement.

Essential Qualifications

• Minimum 2 years of experience managing customer portfolios in a technology or SaaS environment.
• Deep understanding of Customer Success methodologies, including onboarding, adoption, renewal, and expansion frameworks.
• Proficiency with CRM and CS tools such as brighthush and brighthush.
• Strong analytical mindset: ability to interpret data, identify trends, and translate insights into actionable plans.
• Excellent written and verbal communication skills in English.
• Authorized to work in the United States without sponsorship.
• Self‑motivated, detail‑oriented, and capable of managing multiple priorities in a fast‑paced environment.
• Experience with AI‑driven analytics or recommendation engines is a plus.
• Background in consulting or professional services, where you’ve guided clients through complex transformations.
• Knowledge of the broader business management software landscape, including ERP, CRM, and HRIS solutions.
• Certifications in Customer Success (CSM, CSPO, or similar) or related fields.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Core Skills & Competencies

• Customer‑Centric Mindset – Passion for understanding customer needs and delivering exceptional experiences.
• Strategic Thinking – Ability to see the big picture, align customer goals with business objectives, and craft long‑term success plans.
• Relationship Building – Skilled at building trust with stakeholders at all levels, from C‑suite executives to frontline users.
• Problem Solving – Adept at diagnosing issues, proposing solutions, and driving resolution across cross‑functional teams.
• Data Literacy – Comfortable working with dashboards, metrics, and predictive models to inform decisions.
• Adaptability – Thrive in a dynamic environment where priorities shift and new challenges arise.
• Collaboration & Influence – Strong teamwork skills and the ability to influence without direct authority.
• Communication Excellence – Articulate complex ideas clearly in both written and verbal formats.
• Project Management – Ability to manage multiple initiatives simultaneously, meeting deadlines and quality standards.
• Customer Advocacy – Champion the customer’s voice within the organization, ensuring their needs shape product and service decisions.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the solutions we build. As a Senior Customer Success Manager, you will:

• Progress to Customer Success Director, overseeing larger portfolios and strategic accounts.
• Transition into Product Management or Sales Enablement roles, leveraging your deep customer insights.
• Lead global customer success initiatives, shaping the future of our support and engagement strategies.
• Participate in continuous learning programs, including industry certifications, leadership workshops, and mentorship circles.
• Access a robust internal knowledge base, peer‑learning communities, and a culture that rewards curiosity and innovation.
• Take on cross‑functional leadership projects that impact product development, marketing strategy, and overall company growth.
• Earn recognition through brighthush’s “Customer Champion” awards and performance‑based promotions.

Work Environment & Culture at brighthush

brighthush is built on a foundation of transparency, autonomy, and collaboration. Our remote‑first model means you can work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and monthly all‑hands meetings.
• Real‑time collaboration tools (brighthush, brighthush, brighthush).
• Quarterly virtual retreats and optional in‑person meet‑ups.
• A culture that celebrates wins, embraces failure as a learning opportunity, and values work‑life balance.
• Inclusive hiring practices that welcome diverse perspectives and backgrounds.
• Employee resource groups that foster community and professional growth.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, motivate, and retain top talent:

• Base Salary – USD 70,000 – 80,000 per year, commensurate with experience.
• Performance Bonus – Annual bonus potential tied to individual and company performance.
• 401(k) Matching – 4% company match to help you build a secure future.
• Paid Time Off – Generous PTO policy, including vacation, sick leave, and personal days.
• Health & Wellness – Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Retirement Plan – Access to a 401(k) plan with company contributions.
• Professional Development – Reimbursement for certifications, conferences, and training courses.
• Remote Work Flexibility – Fully remote role with the option to work from any U.S. location.
• Technology Stipend – Monthly allowance for home office equipment and high‑speed internet.
• Employee Assistance Program – 24/7 counseling and mental health resources.
• Equity Opportunities – Potential for stock options as part of long‑term incentive plans.

How to Apply

Ready to make a tangible impact on customers and help shape the future of business technology? Join brighthush as our next Senior Customer Success Manager and become part of a team that values innovation, collaboration, and customer obsession.

Submit your application through our careers portal or send your resume and cover letter directly to [email protected]. We look forward to exploring how your expertise can drive success for our customers and our organization.