Senior Customer Success Manager – West Coast – Championing Customer Growth, Adoption & Expansion for brighthush’s Feature‑Flag Platform

About brighthush

brighthush is not just a technology company; it’s a movement that is reshaping how modern businesses ship software. By delivering a next‑generation feature‑flag platform, we empower engineering teams to experiment, target, and roll out new capabilities at scale—without the fear of catastrophic outages. Our mission is simple yet powerful: transform the way organizations innovate, ensuring every new feature delivers measurable value to customers and stakeholders alike.

We operate at the intersection of speed, safety, and customer obsession. Our culture thrives on collaboration, transparency, and continuous learning. If you are passionate about helping customers achieve success, love working with developers and DevOps teams, and want to be part of a culture that rewards bold ideas and relentless execution, brighthush is the place for you.

Position 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 will guide new and expanding accounts through onboarding, adoption, and expansion, ensuring they realize the full value of brighthush’s platform. Your role blends deep technical expertise, strategic account management, and a strong sales acumen to drive customer satisfaction, retention, and revenue growth.

Why This Role Matters

In the fast‑moving world of feature‑flag technology, the difference between a satisfied customer and a loyal evangelist often comes down to the quality of the post‑sale experience. As a Senior Customer Success Manager, you will be the linchpin that turns a promising pilot into a long‑term partnership. Your insights will shape product development, influence go‑to‑market strategy, and directly impact our growth trajectory.

Key Responsibilities

• Customer Onboarding & Activation – Lead the end‑to‑end onboarding journey for new customers, creating tailored success plans, coordinating cross‑functional teams, and ensuring a smooth transition from sales to implementation.
• Risk Identification & Mitigation – Proactively spot adoption barriers, churn risks, and contraction opportunities. Own risk mitigation strategies and collaborate with the account team to keep customers on track.
• Technical Guidance & Best Practices – Serve as the subject‑matter expert on brighthush’s platform, providing developers and DevOps teams with actionable implementation advice and adoption roadmaps.
• Prescriptive Upsell & Expansion – Monitor customer health metrics, identify gaps between current usage and desired outcomes, and recommend additional features, services, or integrations that unlock further value.
• Trusted Advisor & Champion Builder – Build deep, trust‑based relationships with key stakeholders, becoming an extension of their team. Identify and nurture internal champions who can advocate for brighthush at the executive level.
• Renewal & Expansion Ownership – Own the renewal process, forecast quarterly and annual revenue, and collaborate with sales and deal desk to secure timely renewals and expansion deals.
• Cross‑Functional Collaboration – Work closely with Product, Engineering, Marketing, and Support to relay customer feedback, influence roadmap priorities, and ensure a seamless customer experience.
• Continuous Improvement – Contribute to the evolution of our CS processes, tools, and playbooks, sharing insights and best practices with the broader team.

Essential Qualifications

• 5+ years of experience in a customer‑facing role, ideally in account management, customer success, or technical onboarding.
• Proven track record of exceeding renewal and expansion targets in a commercially oriented CS environment.
• Strong discovery and qualification skills; familiarity with sales methodologies such as MEDDIC, SPIN, or similar is a plus.
• Excellent project management abilities, with experience leading cross‑functional initiatives and meeting tight deadlines.
• Hands‑on technical background, ideally working with developers or DevOps professionals; experience in the feature‑flag or broader DevOps space is highly desirable.
• Demonstrated ability to manage both proactive and reactive customer success activities, balancing long‑term relationship building with urgent issue resolution.
• Exceptional communication skills—both written and verbal—across all levels of an organization.
• Self‑motivated, entrepreneurial mindset with a high sense of urgency and the ability to thrive in a fast‑paced, start‑up culture.
• Strong analytical mindset, comfortable using data to drive decisions and measure success.

Preferred Qualifications

• Experience with feature‑flag or configuration management platforms.
• Background in SaaS or cloud‑native product companies.
• Knowledge of modern software delivery practices, CI/CD pipelines, and cloud infrastructure.
• Experience with customer success metrics such as NPS, CSAT, and product usage analytics.
• Prior exposure to sales enablement tools (e.g., Salesforce, HubSpot, Gainsight).
• Comfort with remote collaboration tools and distributed team dynamics.

Skills & Competencies

• Customer‑Obsessed Mindset – Deep empathy for customer pain points and a relentless focus on delivering value.
• Technical Fluency – Ability to translate complex technical concepts into clear, actionable guidance for non‑technical stakeholders.
• Strategic Thinking – Capacity to align customer goals with brighthush’s product roadmap and business objectives.
• Negotiation & Influence – Skilled at navigating stakeholder dynamics and driving consensus across multiple teams.
• Data‑Driven Decision Making – Proficiency in using analytics to track adoption, identify trends, and inform strategy.
• Adaptability & Resilience – Comfortable pivoting in a dynamic environment and handling ambiguity with confidence.
• Collaboration & Teamwork – Strong interpersonal skills, with a proven ability to work cross‑functionally and build partnerships.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our growth. As a Senior Customer Success Manager, you will:

• Advance to a Director or VP of Customer Success role, overseeing a larger portfolio and shaping the CS strategy for the entire organization.
• Lead cross‑functional initiatives that influence product development, go‑to‑market strategy, and customer experience design.
• Participate in leadership development programs, mentorship circles, and industry conferences to broaden your professional network.
• Access a robust learning ecosystem, including internal knowledge bases, external training courses, and certifications in SaaS, DevOps, and customer success.
• Contribute to brighthush’s open‑source projects and community events, positioning yourself as a thought leader in the feature‑flag space.

Work Environment & Company Culture

brighthush is built on a foundation of humility, openness, collaboration, respect, and kindness. Our culture is defined by:

• High Trust & Transparency – Open communication channels, honest feedback loops, and a culture of psychological safety.
• Inclusive & Diverse Workforce – We celebrate differences and actively foster an environment where everyone can thrive.
• Continuous Learning – Regular hackathons, lunch‑and‑learn sessions, and a generous budget for external courses.
• Work‑Life Balance – Flexible schedules, remote‑first policies, and a focus on outcomes rather than hours.
• Community & Impact – Volunteer programs, sustainability initiatives, and partnerships with local tech ecosystems.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary within the geographic pay zone ranges (see below).
• Performance‑based bonus tied to renewal, expansion, and customer satisfaction metrics.
• Restricted Stock Units (RSUs) that vest over a four‑year period.
• Comprehensive health, vision, and dental insurance plans.
• Mental health and wellness benefits, including counseling services and mindfulness resources.
• Generous paid time off, parental leave, and a flexible vacation policy.
• Professional development stipend and tuition reimbursement for relevant courses.

Pay Zones (US Only)

• Zone 1 (San Francisco/Bay Area, NYC, Boston, Seattle): $171,200 – $235,400
• Zone 2 (Irvine, LA, Austin, Portland, Chicago, etc.): $154,100 – $211,860
• Zone 3 (All other US locations): $145,500 – $200,090

Exact compensation will be determined based on your experience, skills, and location. All candidates will receive a clear offer that reflects the value they bring to brighthush.

How to Apply

Ready to take the next step in your career and help customers unlock the full potential of brighthush’s platform? Submit your application through our careers portal or click the link below:

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Join brighthush – Where Innovation Meets Impact

At brighthush, we’re redefining how software is built, delivered, and experienced. If you’re a customer‑centric, technically savvy, and commercially minded professional who thrives in a fast‑moving environment, we want to hear from you. Bring your expertise, curiosity, and drive to help our customers succeed—and let’s build the future of software together.

For any questions or to request accommodations, please contact our People Operations team at [email protected]. We look forward to exploring how you can contribute to brighthush’s mission of empowering developers worldwide.