Senior Customer Success Specialist – CET Shift, EMEA – Drive Growth & Retention 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’ll be part of a high‑velocity, customer‑centric culture that values ownership, curiosity, and continuous improvement. We’re a fully remote team, 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’re looking for people who are not just great at customer success—they’re also eager to shape the future of our product, influence strategy, and mentor the next generation of success leaders.

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 the Product and Engineering teams to relay user feedback and advocate for feature enhancements.

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.

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.

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.

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.

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.

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.

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 in continuous learning through monthly knowledge‑sharing sessions, access to industry conferences, and a generous budget for courses and certifications. Your growth is our priority—whether you’re looking to deepen your expertise in customer success or broaden your skill set across the organization.

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: We provide wellness stipends, mental health resources, and encourage a healthy work‑life balance.

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.

How to Apply

If you’re 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’ll 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.