Senior Customer Success Specialist – Automotive Parts & Repair Solutions – Shop Team Lead – Accelerating Shop Growth, Customer Delight, and Operational Excellence at brighthush

About brighthush

brighthush is the leading cloud‑native platform that is redefining the automotive repair ecosystem. By seamlessly blending real‑time data, predictive analytics, and native integration with shop management systems, we empower independent garages, franchise locations, and OEM service centers to streamline parts procurement, cut downtime, and deliver an unmatched customer experience. Our mission is simple yet bold: make every repair job faster, smarter, and more profitable for the people who keep the world moving.

Why the Automotive Repair Landscape Matters

The automotive industry is undergoing a seismic shift. Modern vehicles are no longer simple mechanical assemblies; they are complex, data‑rich machines that demand precision diagnostics, advanced tooling, and rapid parts availability. Customers now expect transparency, speed, and value, and they are willing to pay a premium for a seamless experience. Digital platforms that provide real‑time pricing, inventory visibility, and predictive analytics are becoming the new standard for shop operations.

brighthush sits at the intersection of this transformation. We provide a single, transparent ecosystem that connects OEMs, distributors, and independent repair shops. By integrating inventory visibility, predictive pricing, and repair estimation directly into existing shop management systems, we eliminate the friction that has long plagued parts sourcing. The result is a data‑driven workflow that lets shops focus on what they do best: fixing cars and delighting customers.

Why Join brighthush

People are the engine of innovation at brighthush. Our culture is built on five core pillars that shape every interaction, decision, and initiative:

• Flexibility – Choose remote, hybrid, or on‑site work that aligns with your lifestyle and productivity.
• Community – Collaborate with a global team that celebrates both individual and collective achievements.
• Growth – Take calculated risks, learn continuously, and advance your career in a supportive environment.
• Impact – Drive forward‑thinking solutions that reshape the automotive repair industry.
• Integrity – Operate with transparency, accountability, and a commitment to ethical excellence.

These pillars are not just words; they are the foundation of every project, every meeting, and every customer interaction at brighthush.

Your Role as a Senior Customer Success Specialist – Shop Team Lead

As the senior voice of customer success on the Shop Team, you will be the trusted advisor to our automotive shop customers. Your role is pivotal in turning new users into enthusiastic advocates, ensuring they realize the full value of our platform from day one and beyond. You will:

• Serve as the primary point of contact for shop owners, service advisors, estimators, and repair managers.
• Translate complex platform features into actionable insights that improve shop profitability.
• Champion a culture of continuous improvement by gathering feedback, identifying pain points, and collaborating with product teams.
• Build long‑term relationships that foster loyalty, reduce churn, and generate referrals.

Key Responsibilities

• Own the end‑to‑end customer lifecycle for a defined territory of automotive shops, ensuring a smooth transition from onboarding to ongoing success.
• Deliver proactive onboarding support, including live training sessions, customized configuration guides, and best‑practice playbooks.
• Drive product adoption and utilization through regular check‑ins, data‑driven insights, and tailored coaching sessions.
• Identify at‑risk customers and execute targeted improvement campaigns to boost engagement and satisfaction.
• Collaborate with Onboarding teammates to refine processes, identify growth opportunities, and share learnings across the team.
• Respond promptly to customer inquiries via phone, email, and chat, resolving issues and escalating when necessary.
• Maintain accurate, up‑to‑date customer records in the CRM, capturing all interactions, insights, and next‑step actions.
• Leverage strategic relationships with key repair shop partners to foster loyalty, advocacy, and upsell opportunities.
• Track and report on key metrics such as utilization rates, satisfaction scores, churn risk, and net promoter score (NPS).
• Engage with customers who are considering cancellation, uncover root causes, and negotiate retention solutions that align with their business goals.

Essential Qualifications

• High School Diploma or GED (or equivalent). A bachelor’s degree in Business, Marketing, Engineering, or a related field is a plus.
• Minimum of 2 years’ experience in customer success, account management, or a related role within a SaaS/Software organization.
• Proven ability to prioritize high‑impact tasks and deliver results in a fast‑paced, dynamic environment.
• Strong organizational skills and meticulous attention to detail, ensuring accurate data capture and timely follow‑ups.
• Excellent communication skills—both written and verbal—across all levels of the organization, from shop owners to executive stakeholders.
• Experience with Microsoft Dynamics CRM (or a comparable CRM platform) is highly preferred.
• Self‑motivated, with a demonstrated capacity to multi‑task, pivot resources, and maintain focus under pressure.
• Problem‑solving mindset and critical thinking abilities, with a track record of turning challenges into opportunities.

Preferred Qualifications

• Prior experience working directly with automotive shops, repair facilities, or service advisors.
• Familiarity with automotive parts procurement, repair estimation, or supply‑chain management.
• Knowledge of industry standards such as OBD‑II diagnostics, OEM part catalogs, and repair workflow best practices.
• Experience in a high‑growth, technology‑driven environment where agility and innovation are paramount.

Core Competencies

• Customer‑Centricity – Deep empathy for customer pain points and a passion for delivering tangible value.
• Relationship Building – Ability to cultivate trust and rapport with diverse stakeholders across the repair ecosystem.
• Analytical Thinking – Translate data into actionable insights that drive adoption and improve outcomes.
• Collaboration – Work seamlessly with Sales, Product, and Support teams to align on customer success goals.
• Adaptability – Thrive in a dynamic environment with evolving priorities and emerging technologies.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. As a Senior Customer Success Specialist, you will have clear, structured pathways to advance your career:

• Progress to Senior Customer Success Manager, overseeing larger territories and more complex accounts.
• Transition into Product Management or Customer Experience roles, shaping the next generation of brighthush solutions.
• Lead cross‑functional initiatives that influence product roadmap, go‑to‑market strategies, and customer engagement programs.
• Participate in continuous learning programs, including industry certifications, leadership workshops, and technical training.
• Earn recognition through our internal “Success Champion” program, celebrating outstanding performance and innovation.

Work Environment & Culture

brighthush is a hybrid‑first organization that values work‑life balance, diversity, and inclusion. Our teams span multiple time zones, and we celebrate the unique perspectives each individual brings. You’ll find:

• Regular virtual town halls and in‑person retreats to foster community and collaboration.
• Transparent communication channels—Slack, Teams, and weekly all‑hands meetings—to keep everyone aligned.
• A culture of psychological safety where ideas are welcomed, experimentation is encouraged, and failure is viewed as a learning opportunity.
• Access to cutting‑edge tools and resources that empower you to deliver exceptional customer experiences.
• Flexible work arrangements—remote, hybrid, or on‑site—designed to fit your lifestyle and productivity preferences.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total‑compensation package that includes:

• Base salary commensurate with market rates for Customer Success Specialists.
• Performance‑based bonuses tied to customer satisfaction, utilization, and retention metrics.
• Health, dental, and vision insurance plans for you and your dependents.
• 401(k) matching (or equivalent) for long‑term financial planning.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements—remote, hybrid, or on‑site options—to support work‑life balance.
• Professional development stipend and tuition reimbursement to support continuous learning.
• Employee wellness programs, including gym memberships, mental health resources, and wellness stipends.

How to Apply

Ready to join a team that’s reshaping the automotive repair industry? Click the link below to submit your application and start your journey with brighthush.