Senior Customer Success & Renewal Manager – Driving Sustainable Growth, Value, and Retention for Enterprise B2B SaaS Clients

About brighthush

brighthush is a forward‑thinking, brighthush‑certified technology company that delivers data‑driven digital learning solutions to organizations worldwide. Our mission is to empower people through innovative e‑learning, combining cutting‑edge technology, rigorous analytics, and a deep commitment to sustainability. We are a global community of passionate professionals who thrive on collaboration, continuous learning, and a relentless focus on customer impact. As we expand our global footprint, we’re looking for a dynamic, results‑oriented professional to join our Customer Success team and help us scale value for our B2B SaaS clients.

The Opportunity

As the Senior Customer Success & Renewal Manager, you will be the strategic partner for our enterprise customers, ensuring they achieve maximum ROI from our platform while driving high renewal rates and fostering long‑term relationships. You will blend deep technical knowledge with exceptional communication skills, acting as the bridge between product, sales, and support teams. Your analytical mindset and innovative approach will help us refine our renewal processes, identify upsell opportunities, and deliver tailored training that keeps customers engaged and successful.

Your Impact & Day in the Life

Imagine starting your day by reviewing a dashboard that highlights upcoming renewal dates, customer health scores, and usage trends. You’ll reach out to key stakeholders, share insights, and co‑create action plans that align with their business objectives. Throughout the week, you’ll collaborate with cross‑functional teams to launch new training modules, negotiate renewal terms, and capture feedback that informs product enhancements. Your work will directly influence customer satisfaction, revenue growth, and the evolution of our platform.

Key Responsibilities

• Renewal Management: Own the end‑to‑end renewal cycle for a portfolio of high‑value accounts, forecasting revenue, negotiating terms, and securing commitments that align with company growth targets.
• Retention & Growth: Analyze usage data, customer health scores, and feedback to proactively address churn risks, recommend product enhancements, and identify upsell or cross‑sell opportunities.
• Customer Training & Enablement: Design and deliver customized onboarding and ongoing training programs, webinars, and workshops that help customers unlock the full potential of our platform.
• Stakeholder Collaboration: Partner with Sales, Product, and Support to create a seamless customer journey, ensuring that insights from the field inform product roadmaps and service improvements.
• Process Optimization: Continuously refine renewal workflows, documentation, and tools to increase efficiency, reduce manual effort, and improve the customer experience.
• Reporting & Analytics: Build and maintain dashboards that track renewal metrics, churn, and customer health, providing actionable insights to senior leadership.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer conferences, positioning the company as a trusted partner in digital learning.

Essential Qualifications

• Minimum of 5 years’ experience in B2B SaaS customer success, renewal, or account management roles.
• Proven track record of achieving or exceeding renewal targets and driving customer retention.
• Strong analytical skills with the ability to interpret data, identify trends, and translate findings into actionable strategies.
• Excellent written and verbal communication skills, capable of crafting compelling proposals and delivering engaging presentations.
• Technical proficiency with CRM platforms (e.g., brighthush) and customer success tools (e.g., brighthush).
• Experience designing and facilitating training sessions, workshops, and webinars.
• Demonstrated ability to work independently in a remote, fast‑paced environment while maintaining high levels of organization and accountability.

Preferred Qualifications

• Background in the e‑learning or educational technology industry.
• Experience with data‑driven decision making and advanced analytics tools (e.g., brighthush).
• Knowledge of brighthush principles and sustainability metrics.
• Multilingual capabilities, especially in Spanish or French.
• Certifications in Customer Success (CSM) or Account Management (e.g., Certified Customer Success Manager).

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Customer‑Centric Mindset: Passion for delivering value and exceeding expectations.
• Problem Solving: Innovative approach to overcoming obstacles and driving continuous improvement.
• Collaboration: Skilled at building relationships across cross‑functional teams.
• Adaptability: Comfortable navigating change in a dynamic, remote work environment.
• Project Management: Strong organizational skills, with a proven ability to manage multiple priorities simultaneously.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Senior Customer Success & Renewal Manager, you will:

• Lead high‑impact projects that shape the future of our customer success strategy.
• Mentor junior team members, fostering a culture of knowledge sharing and continuous improvement.
• Participate in cross‑departmental initiatives, gaining exposure to product development, sales strategy, and data analytics.
• Access a robust learning platform that offers courses in leadership, data science, and industry trends.
• Opportunity to attend global conferences and workshops, expanding your professional network.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and social responsibility. Our remote‑first model empowers you to work from anywhere in North America while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Collaborative tools like Slack, Miro, and Asana.
• Flexible work hours that respect work‑life balance.
• Regular virtual coffee chats and informal meet‑ups to build camaraderie.
• A commitment to sustainability, reflected in our office practices and product offerings.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior customer success roles.
• Performance‑based bonuses tied to renewal and retention metrics.
• Equity or stock‑option opportunities, aligning your success with the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to industry certifications.
• Wellness programs, including virtual fitness classes and mental health resources.

Why Join brighthush

When you become part of brighthush, you’re not just filling a role—you’re shaping the future of digital learning for organizations around the globe. You’ll work alongside passionate, talented professionals who are dedicated to making a measurable difference. Your expertise will directly influence customer satisfaction, revenue growth, and the evolution of our product suite.

Ready to Make an Impact?

If you are a strategic thinker, a data‑driven problem solver, and a customer‑first advocate ready to take on a pivotal role in a rapidly growing company, we want to hear from you. Apply today and help us scale value for our clients while advancing your own career in a supportive, innovative environment.