Senior Customer Success Manager – West Coast – Championing Customer Adoption, Retention, and Expansion for a Leading SaaS Platform

About brighthush

brighthush is a trailblazing SaaS company that empowers software teams to ship features faster, safer, and with greater business impact. By providing a feature‑flagging and experimentation platform, we enable developers to release new functionality to targeted audiences, roll back instantly if needed, and continuously optimize user experiences. Our mission is to transform the way organizations innovate—making feature delivery a strategic advantage rather than a risk.

With a global customer base that spans startups, Fortune 500 enterprises, and everything in between, brighthush is at the forefront of the DevOps and continuous delivery revolution. We’re committed to a culture of transparency, collaboration, and relentless improvement. If you thrive in a fast‑moving, high‑growth environment and want to help customers unlock the full potential of their software, brighthush is the place for you.

Role Overview

As a Senior Customer Success Manager on the West Coast, you will be the primary advocate for our customers after the sales handoff. You’ll guide them through onboarding, adoption, and expansion, ensuring they realize tangible value from the brighthush platform. Your blend of technical expertise, strategic thinking, and commercial acumen will drive customer satisfaction, retention, and revenue growth. You’ll report directly to the regional Customer Success Leader and collaborate closely with Sales, Product, Engineering, and Marketing teams.

Key Responsibilities

• Customer Onboarding & Activation – Lead the end‑to‑end onboarding journey for new customers, creating tailored success plans, coordinating cross‑functional resources, and ensuring a smooth transition from sales to implementation.
• Risk Identification & Mitigation – Proactively spot adoption barriers, churn risks, and contraction opportunities. Own the risk mitigation strategy and coordinate with the account team to keep customers on track.
• Technical Guidance & Enablement – Serve as the go‑to technical expert on the brighthush platform. Provide best‑practice advice on feature‑flag implementation, experimentation design, and data‑driven optimization.
• Prescriptive Upsell & Expansion – Monitor customer health metrics and business outcomes to uncover upsell and cross‑sell opportunities. Partner with Sales to close expansion deals that align with customer goals.
• Trusted Advisor & Champion Builder – Build deep relationships with key stakeholders, becoming an extension of their team. Identify and nurture internal champions who advocate for brighthush within their organization.
• Renewal & Forecasting – Own the renewal process, ensuring timely contract negotiations and accurate forecasting. Work with Sales and Deal Desk to secure renewals and identify expansion potential.
• Thought Leadership & Feedback Loop – Capture customer insights and relay them to Product and Engineering to influence roadmap decisions. Represent the customer voice in internal strategy sessions.

Essential Qualifications

• 5+ years of experience in a customer‑facing role, ideally in account management, customer success, or technical onboarding.
• Track record of exceeding renewal and expansion targets in a SaaS environment.
• Strong discovery, qualification, and negotiation skills; familiarity with MEDDIC, SPIN, or similar sales methodologies is a plus.
• Demonstrated project management experience, holding customers and internal teams accountable to timelines.
• Technical background with experience working directly with developers, DevOps engineers, or other technical personas.
• Proven ability to advocate for both customer needs and company objectives, balancing empathy with commercial focus.

Preferred Qualifications

• Experience in a high‑growth, startup‑style organization where agility and ownership are valued.
• Knowledge of feature‑flagging, experimentation, or continuous delivery tools.
• Comfort with data‑driven decision making and proficiency in using analytics dashboards.
• Experience managing a portfolio of enterprise customers with complex technical environments.

Skills & Competencies

• Customer‑Obsessed Mindset – Deep empathy for customer challenges and a relentless drive to deliver value.
• Strategic Thinking – Ability to see the big picture, align customer goals with business outcomes, and develop long‑term success plans.
• Technical Fluency – Comfortable translating complex technical concepts into actionable guidance for non‑technical stakeholders.
• Communication Excellence – Clear, concise written and verbal communication, with the ability to influence at all levels.
• Adaptability & Resilience – Thrive in a fast‑paced, evolving environment and pivot quickly when priorities shift.
• Collaboration & Teamwork – Work seamlessly with cross‑functional partners, pulling in specialists when needed and keeping everyone informed.
• Data‑Driven Decision Making – Leverage metrics, dashboards, and customer feedback to guide actions and measure success.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the value you deliver to customers. As a Senior Customer Success Manager, you’ll have access to:

• Structured mentorship programs with senior leaders across Customer Success, Product, and Engineering.
• Regular learning tracks covering advanced feature‑flagging techniques, data analytics, and sales strategy.
• Opportunities to lead cross‑functional initiatives, such as customer advisory boards or product beta programs.
• Clear career pathways to Customer Success Leadership roles, including Director or VP of Customer Success.
• Participation in industry conferences, webinars, and internal hackathons to stay at the cutting edge of DevOps and feature‑flagging.

Work Environment & Company Culture

brighthush is built on a foundation of humility, openness, and respect. Our culture encourages:

• Transparent communication—every team member has access to company metrics and strategy.
• Collaborative problem solving—cross‑functional teams work together to solve customer challenges.
• Continuous improvement—feedback loops are embedded in every process, from onboarding to product development.
• Work‑life balance—flexible schedules, remote work options, and generous paid time off.
• Diversity & Inclusion—an inclusive environment where diverse perspectives are celebrated and leveraged.

Compensation & Benefits

While the exact compensation package will vary based on experience, location, and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior Customer Success roles.
• Performance‑based bonus tied to customer renewal, expansion, and satisfaction metrics.
• Equity or Restricted Stock Units (RSUs) to share in the company’s long‑term success.
• Comprehensive health, vision, and dental insurance plans.
• Mental health and wellness benefits, including counseling and stress‑management resources.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget for courses, certifications, and conferences.

How to Apply

Ready to make a tangible impact on the success of our customers and grow your career at brighthush? Submit your application through our careers portal or email your resume and cover letter to [email protected]. We look forward to learning how your experience and passion align with our mission.

Closing

At brighthush, we’re building more than a platform—we’re building a community of innovators who are redefining how software is delivered. If you’re a seasoned Customer Success professional with a knack for technical guidance, strategic thinking, and commercial acumen, we want you on our team. Join us on the West Coast and help our customers unlock the full potential of their software, while advancing your own career in a culture that values growth, collaboration, and impact.

Apply today and become a key driver of customer success at brighthush!