Senior Customer Success Specialist – CET Shift (EMEA) – Champion Client Growth, Retention, Upsell Strategy, and Revenue Expansion for brighthush

About brighthush

brighthush is a forward‑thinking SaaS platform that empowers high‑ticket sales teams to unlock their full revenue potential. By streamlining lead capture, call booking, and deal closing, we help our clients—ranging from emerging startups to established enterprises—achieve measurable profit growth. Our mission is simple: make every customer’s sales process faster, smarter, and more profitable. With a global footprint that spans Europe, South Africa, and the Middle East, we are building a community of sales professionals who thrive on data, automation, and relentless customer focus.

Why Join brighthush?

At brighthush you will become part of a high‑velocity, customer‑centric culture that prizes ownership, curiosity, and continuous improvement. We are a fully remote organization, giving you the flexibility to work from anywhere while staying connected through collaborative tools, weekly town halls, and a vibrant Slack community. As we scale, we are looking for people who are not only great at customer success—they are also eager to shape product direction, influence go‑to‑market strategy, and mentor the next generation of success leaders.

Our Vision & Impact

brighthush envisions a world where every sales organization can close deals with the speed of a click and the precision of data‑driven insights. Our platform is the engine that powers that vision, and our Customer Success team is the catalyst that turns potential into performance. By joining us, you will directly influence the revenue trajectory of dozens of high‑growth companies, helping them close more deals, retain more customers, and expand their market share.

Key Responsibilities

In this role you will own the entire customer lifecycle—from onboarding to expansion—ensuring that every interaction drives value and loyalty.

Onboarding & Success Calls

• Lead structured onboarding sessions, guiding new users through setup, configuration, and best‑practice usage of brighthush.
• Conduct regular success calls to review performance metrics, uncover upsell opportunities, and reinforce the ROI of our platform.
• Collaborate with Product and Engineering teams to relay user feedback and advocate for feature enhancements.
• Develop customized onboarding playbooks for different verticals (e.g., SaaS, fintech, professional services) to accelerate time‑to‑value.

Retention & Risk Management

• Proactively identify at‑risk accounts through churn analytics, usage patterns, and customer sentiment.
• Own the conversation to address churn drivers—whether pricing, feature gaps, or support issues—and craft tailored retention plans.
• Coordinate with Billing to resolve overdue payments before they trigger account interruptions.
• Maintain a churn‑risk dashboard that surfaces early warning signs for the broader leadership team.

Expansion & Upsell

• Identify expansion opportunities within existing accounts, such as higher‑tier plans or add‑ons like Multi‑Booking.
• Prepare and deliver compelling upsell proposals that align with each customer’s sales strategy.
• Track expansion metrics and report on revenue impact to the Sales and Finance teams.
• Partner with the Sales Enablement team to create case studies that showcase successful expansions.

Account Coordination & Documentation

• Maintain up‑to‑date, detailed account notes in our CRM, ensuring seamless handoffs across Support, Billing, and Product.
• Spot recurring blockers and champion cross‑functional initiatives to eliminate friction.
• Serve as the single point of truth for all customer interactions, fostering transparency and accountability.
• Design and maintain a knowledge‑base of best‑practice solutions that can be reused across the Customer Success organization.

Data‑Driven Advocacy

• Analyze usage data, NPS scores, and health‑check metrics to surface actionable insights.
• Present quarterly business reviews (QBRs) that highlight wins, challenges, and roadmap recommendations.
• Act as the voice of the customer in product roadmap discussions, ensuring that new features solve real‑world problems.

Who We’re Looking For

Required Qualifications

• Minimum of 2 years’ experience in SaaS Customer Success, Account Management, or a related customer‑facing role.
• Fluent in English, both written and spoken, with a natural, confident presence on live calls.
• Comfortable navigating difficult conversations around churn, pricing, missed expectations, or overdue payments.
• Strong ability to learn new software workflows quickly, ask insightful questions, and explain next steps without overwhelming the customer.
• Commercial awareness coupled with sound judgment—focused on retaining and growing accounts without applying undue pressure.
• Demonstrated follow‑through: when you promise to investigate or resolve an issue, you deliver on time.
• Proven track record of meeting or exceeding retention and expansion targets in a fast‑paced environment.

Preferred Qualifications

• Experience with high‑ticket sales funnels, sales operations, booking systems, or sales teams.
• Proficiency with CRM tools and automation platforms such as HubSpot, Close, Pipedrive, Zapier, Make, or Stripe.
• Track record of running onboarding demos or building retention processes.
• Knowledge of French is a plus, but not required.
• Background in data analytics (e.g., SQL, Looker, Tableau) that enables deeper insight into customer health.
• Previous exposure to remote‑first work environments and distributed team dynamics.

Essential Skills & Competencies

• Customer‑centric mindset: You genuinely enjoy helping people succeed and thrive on delivering measurable outcomes.
• Analytical thinking: Ability to interpret usage data, identify trends, and translate insights into actionable plans.
• Communication excellence: Clear, concise, and persuasive in both written and verbal formats.
• Problem‑solving agility: Quick to diagnose issues, propose solutions, and iterate based on feedback.
• Collaboration: Works seamlessly with cross‑functional teams—Product, Sales, Support, and Finance—to drive customer success.
• Time management: Juggles multiple accounts, priorities, and deadlines while maintaining high quality.
• Strategic thinking: Sees the big picture, aligns day‑to‑day actions with long‑term revenue goals, and influences roadmap decisions.
• Empathy & resilience: Handles objections with composure, turning challenges into opportunities for deeper relationships.

Day‑In‑The‑Life Snapshot

Your typical day will blend structured activities with dynamic problem‑solving. You might start with a quick stand‑up to align with the broader Customer Success squad, then dive into a new onboarding session for a fast‑growing fintech client. Mid‑morning could involve a health‑check call with an at‑risk account, followed by a collaborative brainstorming session with Product to prioritize a feature request. After lunch, you’ll spend time updating CRM records, preparing a QBR deck, and finally wrapping up the day with a strategic upsell proposal for a mature enterprise customer. Throughout, you’ll be leveraging data dashboards, internal knowledge bases, and a supportive Slack channel to stay informed and effective.

Career Growth & Learning Opportunities

At brighthush we believe in nurturing talent from within. As you demonstrate impact, you’ll have the chance to progress into senior or lead Customer Success roles, or transition into Product Management, Sales Enablement, or Customer Experience Strategy. We invest heavily in continuous learning through:

• Monthly knowledge‑sharing sessions led by senior leaders and external industry experts.
• Access to a curated library of courses, certifications, and conference tickets (e.g., Gainsight Pulse, SaaStr Annual).
• A generous professional‑development stipend that can be used for books, online courses, or mentorship programs.
• Cross‑functional project rotations that broaden your perspective and build a holistic skill set.
• Regular performance reviews that map clear pathways to promotion, including measurable KPIs for retention, expansion, and customer satisfaction.

Work Environment & Company Culture

• Fully remote: Work from any location in Europe, South Africa, or the Middle East, with flexible hours that align with CET.
• Inclusive & diverse: We celebrate different perspectives and foster an environment where every voice is heard.
• Transparent communication: Weekly all‑hands meetings, open‑door leadership, and a culture of honest feedback.
• Team bonding: Quarterly virtual retreats, game nights, and collaborative hackathons keep the team connected.
• Well‑being focus: Wellness stipends, mental health resources, and encouragement of a healthy work‑life balance.
• Innovation mindset: Employees are empowered to experiment, propose new processes, and pilot initiatives that improve the customer journey.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive base salary, performance‑based bonuses, and equity opportunities for long‑term contributors. Additional perks include:

• Health insurance coverage (where applicable).
• Annual professional development stipend.
• Unlimited vacation policy to support rest and recharge.
• Flexible working hours within CET shift to accommodate personal commitments.
• Access to cutting‑edge tools and resources that empower you to excel.
• Home‑office allowance for ergonomic equipment and high‑speed internet.
• Employee assistance program (EAP) for confidential counseling and support.

Success Metrics & Performance Indicators

To ensure clarity and fairness, your performance will be measured against a balanced scorecard that includes:

• Net Retention Rate (NRR): Target > 115 % for your portfolio.
• Customer Health Score: Maintain an average score of 8/10 or higher.
• Expansion Revenue: Achieve at least 20 % of total account revenue from upsells and cross‑sells.
• Time‑to‑Value (TTV): Reduce onboarding completion time by 15 % year‑over‑year.
• Customer Satisfaction (CSAT) & NPS: Consistently score 9/10 or above on post‑interaction surveys.

Diversity, Equity & Inclusion (DEI)

brighthush is committed to building a workforce that reflects the global communities we serve. We actively recruit from under‑represented groups, provide unconscious‑bias training for all employees, and maintain employee‑resource groups (ERGs) that champion gender equity, neurodiversity, and cultural inclusion. Your unique background will be valued as a source of innovation and insight.

How to Apply

If you are passionate about driving customer success, thrive in a fast‑paced environment, and want to make a tangible impact on a growing SaaS company, we’d love to hear from you. Please submit your resume and a short 2‑3 minute Loom video that showcases your communication style, problem‑solving approach, and why you’re the perfect fit for brighthush. We will review your application promptly and schedule a conversation to explore how you can contribute to our mission.

Ready to Join the brighthush Team?

At brighthush you’re not just closing tickets—you’re building lasting relationships, unlocking revenue, and shaping the future of high‑ticket sales. If you’re ready to take ownership, collaborate across functions, and help our customers thrive, apply today and become an essential part of our success story.