Senior Customer Success Product Specialist – Deconsolidation & Enterprise Optimization Lead (Remote Eligible)

About brighthush

brighthush is a trailblazing SaaS company that empowers organizations worldwide to streamline their operations, enhance collaboration, and unlock the full potential of their digital workspaces. With a mission to democratize enterprise productivity, brighthush delivers a versatile, cloud‑based platform that integrates project management, workflow automation, and data analytics into a single, intuitive experience. Our customers range from nimble startups to Fortune 500 enterprises, all of whom rely on brighthush to drive efficiency, transparency, and innovation across their teams.

At brighthush, we believe that the best products are built by listening to real users and translating their challenges into elegant solutions. That philosophy extends to our people strategy: we foster a culture of curiosity, collaboration, and continuous learning. Whether you’re a seasoned professional or a recent graduate, you’ll find a supportive environment where your ideas are heard, your growth is accelerated, and your impact is measurable.

Why This Role Matters

As a Senior Customer Success Product Specialist – Deconsolidation & Enterprise Optimization Lead, you will be the linchpin in a high‑impact initiative that helps our customers transform fragmented, legacy systems into cohesive, scalable brighthush environments. You’ll partner closely with Customer Success Managers, Business Intelligence, Support, and Engineering to orchestrate the deconsolidation process, ensuring that each customer achieves a clean, well‑structured platform that maximizes ROI.

Beyond the technical execution, you’ll become the voice of the customer in product development, feeding insights back to the product team to shape future releases. Your work will directly influence how thousands of organizations adopt and grow within the brighthush ecosystem.

Key Responsibilities

• Strategic Planning & Consensus Building – Collaborate with customers and their account teams to define the desired end state of their brighthush environment. Translate business objectives into actionable deconsolidation roadmaps.
• Cross‑Functional Leadership – Serve as the primary liaison among Customer Success, Business Intelligence, Support, and Engineering. Coordinate timelines, deliverables, and resource allocation to ensure seamless execution.
• Customer Communication & Transparency – Own all customer-facing communications. Provide regular status updates, clarify action items, and set realistic expectations around milestones.
• Process & Documentation Improvement – Work with the Customer Excellence (CE) teams to refine internal SOPs, knowledge bases, and customer‑facing assets. Champion best practices for deconsolidation and platform governance.
• Issue Resolution & Escalation Management – Act as the first point of contact for critical incidents. Diagnose root causes, coordinate cross‑team responses, and drive resolution to maintain customer satisfaction.
• Post‑Implementation Optimization – After deconsolidation, partner with the Customer Success Manager to recommend enterprise administration features that align with the customer’s long‑term strategy.
• Product Advocacy – Capture customer feedback and pain points. Translate insights into actionable product enhancements and communicate them to the product roadmap team.
• Continuous Improvement & Innovation – Identify opportunities to streamline the deconsolidation workflow, reduce friction, and increase automation across the customer journey.
• Other Duties – Execute additional tasks as assigned, ensuring alignment with brighthush’s broader Customer Excellence objectives.

Essential Qualifications

• Minimum 3 years of experience as a Customer Success Manager in a SaaS environment, with a proven track record of driving customer adoption and retention.
• At least 3 years of experience leading or managing programs that involve significant changes to processes, people, and technology.
• Deep familiarity (2+ years) with the brighthush platform, including an understanding of how different assets interconnect and how platform administration scales across large enterprises.
• Demonstrated ability to manage complex, cross‑functional projects with multiple stakeholders and competing priorities.
• Excellent communication and presentation skills, capable of engaging both technical and non‑technical audiences.
• Strong analytical mindset: adept at dissecting complex problems, proposing data‑driven solutions, and managing risk.
• Proven facilitation skills: able to lead meetings, workshops, and planning sessions that drive consensus and deliver tangible outcomes.
• Influence and negotiation skills: comfortable driving agreement among diverse cross‑functional teams.
• Entrepreneurial spirit: thrives in ambiguous environments and is motivated by ownership and impact.
• Technical fluency: able to explain complex technical concepts to non‑technical stakeholders in large enterprises.
• Credibility & trust‑building: excels at establishing rapport with customers and internal partners by deeply understanding their needs.

Preferred Qualifications

• Experience with enterprise‑grade SaaS platforms that support multi‑tenant architectures and advanced governance.
• Background in data analytics or business intelligence, with the ability to translate metrics into actionable insights.
• Prior exposure to change management frameworks (e.g., ADKAR, Kotter) and experience leading organizational adoption initiatives.
• Knowledge of industry‑specific compliance standards (e.g., GDPR, HIPAA) that impact platform configuration and data governance.
• Fluency in additional languages or experience working with global, distributed customer bases.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing granular details.
• Project Management – Proficiency with project management tools (Jira, Asana, Trello) and methodologies (Agile, Waterfall).
• Customer Advocacy – Passion for championing the customer’s voice throughout the organization.
• Data‑Driven Decision Making – Comfortable working with dashboards, KPIs, and analytics to inform strategy.
• Collaboration & Influence – Skilled at building partnerships across functional silos.
• Adaptability – Thrives in fast‑paced, evolving environments.
• Communication – Clear, concise, and persuasive in both written and verbal formats.
• Problem Solving – Creative and methodical approach to troubleshooting and process improvement.

Career Growth & Learning Opportunities

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

• Mentorship programs pairing you with senior leaders across Customer Success, Product, and Engineering.
• Regular “Lunch & Learn” sessions featuring industry experts, product roadmaps, and emerging technology trends.
• Paid certifications and training courses (e.g., Certified Customer Success Manager, Project Management Professional).
• Cross‑functional rotation opportunities to broaden your skill set and deepen your understanding of the entire customer lifecycle.
• Clear promotion pathways: from Specialist to Lead, Manager, and beyond, based on performance and impact.

Work Environment & Culture at brighthush

We champion a culture of transparency, inclusivity, and empowerment. Key highlights include:

• Fully remote‑first model with flexible working hours to accommodate global teams.
• Bi‑annual company retreats that blend team building, learning, and fun.
• Open‑door leadership policy: executives are accessible and receptive to ideas from all levels.
• Commitment to diversity, equity, and inclusion: we actively recruit from underrepresented communities and provide ongoing bias‑training.
• Community impact: employees can volunteer time and resources through our “brighthush Gives Back” program.

Compensation & Benefits

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

• Competitive base salary aligned with market benchmarks.
• Restricted Stock Units (RSUs) as part of the equity program.
• Employee Stock Purchase Plan with a 15% discount.
• 401(k) plan with a 50% match on the first 6% of contributions.
• Comprehensive health, dental, and vision coverage fully paid by the employer.
• Monthly stipend to support home‑office setup and productivity tools.
• Flexible Time Off (FTO) policy, including paid parental leave up to 24 weeks.
• Personal paid volunteer day per year.
• Access to LinkedIn Learning and other professional development platforms.
• Wellness perks: counseling membership, primary care membership, and local retail discounts.
• Company‑funded perks such as a personal brighthush account for personal use.

How to Apply

Ready to take the next step in your career and help shape the future of enterprise productivity? We invite you to apply today and join a team that values innovation, collaboration, and customer success. If you’re passionate about driving meaningful change and thrive in a dynamic, growth‑oriented environment, brighthush is the place for you.

Click the link below to submit your application and become part of a company that’s redefining how businesses work together.