Senior Customer Success Manager – West Coast, Championing Adoption, Expansion, and Customer Advocacy for brighthush’s Innovative Feature‑Flagging Platform

About brighthush and the Opportunity

brighthush is a trailblazing technology company that empowers developers and product teams to deliver high‑velocity, high‑quality software at scale. By combining cutting‑edge feature‑flagging, experimentation, and release‑control capabilities, we help organizations innovate faster, reduce risk, and create personalized experiences for millions of users worldwide. Our mission is simple: enable teams to ship confidently and delight customers at every touchpoint.

We’re looking for a seasoned Senior Customer Success Manager to join our West Coast team. In this role, you will be the primary advocate for our customers after the sales handoff, guiding them through onboarding, adoption, and expansion while ensuring they realize maximum value from our platform. If you thrive in a fast‑paced, high‑growth environment and have a passion for both customer success and technical enablement, we want to hear from you.

Key Responsibilities

• Customer Onboarding & Activation – Lead new customers from the sales handoff through successful activation. Build comprehensive success plans, manage project timelines, and ensure customers are fully equipped to use the platform.
• Risk Identification & Mitigation – Proactively spot adoption risks, churn indicators, and contraction signals. Develop and execute mitigation strategies in collaboration with cross‑functional teams.
• Technical Guidance & Enablement – Maintain deep product knowledge and serve as the go‑to technical resource for customers. Provide best‑practice guidance on implementation, integration, and feature usage.
• Prescriptive Upsell & Expansion – Monitor customer health metrics and identify opportunities for additional product or service purchases. Partner with sales to close expansion deals that align with customer goals.
• Trusted Advisor & Champion Builder – Become an extension of the customer’s team, earning their trust and building internal champions who advocate for brighthush at all levels.
• Renewal Management – Own the renewal process, forecast quarterly and annual revenue, and collaborate with sales and finance to secure timely renewals and upsells.

About You

• Entrepreneurial & Self‑Motivated – You take ownership, act with urgency, and thrive in a startup‑like environment.
• Growth‑Mindset – You are committed to continuous learning, actively seek feedback, and apply new insights to improve outcomes.
• Intellectual Curiosity – You ask questions, dig deep, and enjoy solving complex problems.
• Excellent Communication – Your written and verbal communication skills are top‑tier, enabling you to influence stakeholders at all levels.
• Organized & Autonomous – You manage your workload efficiently, prioritize tasks without constant direction, and keep cross‑functional teams on track.
• Adaptable & Resilient – You thrive in dynamic, fast‑moving settings and can pivot quickly when priorities shift.
• Sales Acumen – You understand the commercial side of customer success, possess strong negotiation skills, and are comfortable owning revenue targets.
• Problem Solver – You think critically, troubleshoot effectively, and know when to elevate issues.
• Team Player – You collaborate seamlessly, bring in specialists when needed, and celebrate shared wins.

Qualifications

• 5+ years in a customer‑facing role (account management, customer success, onboarding, or implementation) with a proven record of exceeding targets.
• Experience owning the renewal process and meeting retention quotas in a commercially focused CS organization.
• Strong discovery and qualification skills; familiarity with sales methodologies such as MEDDIC, Command of the Message, or similar.
• Excellent project management abilities – you have led cross‑functional initiatives and held stakeholders accountable to timelines.
• Technical background – ideally you have worked with developers or technical personas, and experience in the DevOps space is a plus.
• Comfortable with both proactive and reactive customer success motions.
• Existing technical knowledge of feature‑flagging, experimentation, or release‑control concepts (we’ll train you on brighthush’s platform).
• Proven ability to advocate for customers while balancing company objectives.

Skills & Competencies

• Strategic thinking and execution
• Data‑driven decision making
• Stakeholder management across engineering, product, sales, and finance
• Customer empathy and storytelling
• Negotiation and influence
• Technical fluency in cloud, CI/CD, and modern development practices
• Change management and adoption facilitation
• Metrics & KPI ownership (NPS, CSAT, renewal rates, expansion revenue)

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Customer Success Manager, you will:

• Lead high‑impact initiatives that shape the customer experience across the organization.
• Mentor junior CS team members, fostering a culture of knowledge sharing.
• Collaborate with product and engineering to influence roadmap decisions based on real‑world customer feedback.
• Advance into leadership roles such as Customer Success Director, Head of Customer Success, or VP of Customer Experience.
• Participate in cross‑functional leadership forums, gaining exposure to strategy, finance, and product planning.

Work Environment & Culture at brighthush

We believe that a vibrant, inclusive culture fuels innovation. Our values include:

• Customer Obsession – Every decision is made with the customer’s best interest at heart.
• Collaboration & Transparency – Open communication, shared goals, and collective ownership.
• Continuous Improvement – We celebrate learning, iterate quickly, and embrace constructive feedback.
• Diversity & Inclusion – We actively recruit, retain, and promote talent from all backgrounds.
• Work‑Life Balance – Flexible schedules, remote options, and wellness programs keep our team energized.

Compensation, Perks & Benefits

While the exact compensation will vary based on experience and location, we offer a competitive total rewards package that includes:

• Base salary aligned with industry benchmarks for senior CS roles in the West Coast region.
• Performance‑based bonus tied to renewal, expansion, and customer health metrics.
• Equity (RSUs) that vest over a four‑year period, aligning your success with the company’s growth.
• Comprehensive health, vision, and dental coverage, plus mental‑health resources.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget for certifications, conferences, and training.
• Wellness initiatives, including gym memberships and mindfulness programs.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is reshaping how software is built and delivered. You’ll work alongside engineers, product leaders, and sales professionals who are passionate about technology and customer success. Your impact will be visible: from the moment a customer signs on to the day they achieve their strategic objectives, you’ll be the catalyst that turns potential into performance.

Ready to Make an Impact?

If you’re excited to drive customer success at a high‑growth tech company, help customers unlock the full value of feature‑flagging and experimentation, and grow your career in a supportive, innovative environment, we encourage you to apply today. Join brighthush and help us empower teams worldwide to ship confidently and delight customers every day.