Senior Customer Success Manager – Team Leadership, Retention Excellence, and Strategic Growth at brighthush

About brighthush

brighthush is a global technology powerhouse that empowers businesses and agencies of every size to build, power, manage, and optimize their digital experiences with confidence. With a presence in more than 150 countries and a customer base that spans 1.5 million users, brighthush delivers premium, enterprise‑grade solutions that drive performance, reliability, and innovation. From industry‑specific eCommerce platforms to developer‑centric tools, brighthush’s technology stack is trusted by 8 % of all web traffic daily. We are committed to creating a culture of freedom, creativity, and continuous learning—where every team member can thrive and make a measurable impact.

Why Join brighthush?

At brighthush, we believe that the best work happens when people are empowered to do their best from anywhere. Our mission is to give teams the freedom to innovate, collaborate, and deliver world‑class experiences. As a member of our Customer Success family, you will:

• Lead a high‑performing team that directly influences customer retention and revenue growth.
• Shape the future of our customer success strategy across global markets.
• Benefit from a culture that values data‑driven decisions, continuous improvement, and open communication.
• Enjoy a comprehensive benefits package that supports health, wellness, financial security, and personal growth.
• Be part of a diverse, inclusive, and forward‑thinking organization that celebrates every voice.

Role Overview

As the Senior Customer Success Manager, you will be the catalyst for operational excellence and customer advocacy within brighthush. You will coach, mentor, and inspire a team of Customer Success Managers (CSMs) to exceed retention targets, drive net revenue growth, and deliver exceptional customer experiences. Your strategic vision, analytical mindset, and hands‑on leadership will ensure that our customers not only stay but thrive on the brighthush platform.

Key Responsibilities

Team Leadership & Coaching

• Build & Scale: Recruit, onboard, and develop a high‑performing CSM team that embodies brighthush’s values of collaboration, growth, and customer obsession.
• Performance Management: Set clear goals, conduct regular 1:1s, performance reviews, and career development conversations. Use data from tools like Gong to provide actionable feedback on engagement, risk mitigation, and renewal strategy.
• Mentorship: Serve as a role model and mentor, helping team members refine their relationship‑building skills and achieve both metrics and personal career objectives.

Operational Excellence & Execution

• Retention & Growth: Own the execution of retention programs, ensuring monthly and quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets are met or exceeded.
• Risk Management: Proactively identify at‑risk accounts, activate executive engagement, and implement stabilization plans. Lead escalation resolution to guarantee timely and satisfactory outcomes.
• Data‑Driven Decisions: Track and report on key operational metrics—Customer Health Scores, Sales Pipeline, Risk Trends, Churn Forecasting, and Success Plans—to inform strategy and process improvements.
• Tool Utilization: Ensure 100 % adherence to CRM and CS platform usage, maintaining data integrity for accurate forecasting and executive reporting.

Customer Advocacy & Feedback Loop

• Customer Engagement Strategy: Champion a consultative, solution‑lead approach that builds trust and advocacy across the customer journey.
• Voice of the Customer (VoC): Systematically collect, synthesize, and present customer insights to leadership and product teams, driving continuous improvement.
• Process Improvement: Collaborate with Operations and cross‑functional partners to identify friction points and propose scalable solutions that enhance overall efficiency.

Renewal Support & Escalation Management

• Assist CSMs with complex renewal negotiations and manage high‑impact escalations requiring managerial oversight.
• Ensure that all escalations are resolved with a focus on customer satisfaction and long‑term partnership.

Essential Qualifications

• 4–6 years of experience leading a customer experience or customer success team.
• 2+ years of direct management experience with a customer‑facing team.
• Proficiency with Customer Success platforms (e.g., Gainsight, Catalyst) and CRM systems (e.g., Salesforce).
• Deep understanding of customer success best practices, health scoring, and renewal strategies.
• Strong analytical skills—ability to interpret data, identify trends, and drive actionable insights.
• Excellent leadership, interpersonal, and problem‑solving abilities.
• Comfortable navigating ambiguity and leading change initiatives.
• Bachelor’s degree in Business, Marketing, or a related field.

Preferred Qualifications

• Experience in a high‑growth SaaS environment with a global customer base.
• Track record of building and scaling high‑performing teams.
• Advanced proficiency in data visualization tools (e.g., Tableau, Power BI).
• Experience managing cross‑functional projects and driving process improvements.
• Knowledge of industry‑specific eCommerce or agency solution suites.

Skills & Competencies

• Strategic Thinking: Ability to align team goals with brighthush’s broader business objectives.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and building lasting relationships.
• Communication: Clear, concise, and persuasive communication in both written and verbal formats.
• Data Literacy: Comfortable working with large datasets, generating insights, and presenting findings to stakeholders.
• Adaptability: Thrive in a fast‑paced, evolving environment and manage multiple priorities simultaneously.
• Collaboration: Work effectively with cross‑functional teams—Product, Sales, Marketing, and Operations—to drive customer success.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• On‑the‑job training and mentorship from senior leaders.
• Continuous learning through LinkedIn Learning, Workday Learning, and our dedicated Career Growth Portal.
• Opportunities to lead cross‑functional initiatives and influence product roadmap.
• Clear career pathways—from Senior Manager to Director of Customer Success—based on performance and impact.
• Regular feedback loops and performance reviews that focus on growth and skill enhancement.

Work Environment & Company Culture

brighthush fosters a culture of freedom, creativity, and accountability. Our remote‑first approach means you can work from anywhere while staying connected through virtual collaboration tools. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our team values transparency, continuous improvement, and a shared commitment to customer success.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary plus uncapped on‑target earnings for eligible roles.
• Equity opportunities—every employee is an owner in the company.
• Comprehensive health benefits: medical, dental, vision, life insurance.
• Fertility benefits, including IVF and drug coverage.
• HSA with company contribution ($750 for individuals, $1,500 for families).
• 401(k) with a 4 % company match.
• Disability insurance, paid family and caregiver leave, and an Employee Assistance Program.
• Generous vacation policy, floating holidays, and company wellness days.
• Pet insurance and a one‑time $500 home‑office stipend.
• Ongoing professional development and learning resources.

How to Apply

Ready to lead the next generation of customer success at brighthush? Submit your application through our careers portal and join a team that values innovation, impact, and personal growth. We look forward to discovering how your expertise can help us elevate our customers and drive sustainable growth.