Senior Customer Success Specialist – CET Shift (EMEA) – Driving Onboarding, Retention, and Expansion for a Leading SaaS Platform

About brighthush

brighthush is a trailblazer in the SaaS landscape, empowering high‑ticket sales teams to unlock their full potential. Our platform streamlines lead capture, automates call booking, and accelerates deal closure, turning every interaction into a revenue‑generating opportunity. With a global footprint and a relentless focus on innovation, brighthush is redefining what it means to be a profit maximizer in the digital age.

Why Join brighthush?

At brighthush, we believe that customer success is the cornerstone of sustainable growth. Our culture is built on collaboration, continuous learning, and a shared commitment to delivering exceptional value to our clients. As a Customer Success Specialist, you’ll be at the heart of our mission, ensuring that every customer not only achieves but exceeds their goals.

About the Role

Position: Customer Success Specialist – CET Shift (EMEA) Location: Fully remote – open to candidates across Europe, South Africa, and Asia Shift: Central European Time (CET) – 9:00 AM to 6:00 PM Reporting to: Head of Customer Success Team: Customer Success, Sales Enablement, Product, and Support

In this role, you will be the primary advocate for our customers, guiding them from initial onboarding through to long‑term success and expansion. You will collaborate closely with cross‑functional teams to ensure a seamless customer journey, drive adoption of new features, and identify upsell opportunities that align with each client’s business objectives.

Key Responsibilities

• Onboarding Excellence: Lead engaging live onboarding calls, guiding new customers through the full suite of brighthush features and ensuring a smooth transition from trial to active usage.
• Retention & Advocacy: Monitor customer health scores, proactively address concerns, and cultivate long‑term relationships that drive renewal and upsell opportunities.
• Expansion & Upsell: Identify and execute expansion strategies, collaborating with sales and product teams to recommend tailored solutions that increase customer lifetime value.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating feedback into actionable insights for product enhancements.
• Data‑Driven Insight: Leverage analytics tools (HubSpot, Close, Pipedrive, Zapier, Make, Stripe, Loom) to track engagement metrics, forecast churn risk, and report on success metrics.
• Process Improvement: Continuously refine onboarding scripts, knowledge base articles, and support workflows to elevate the overall customer experience.
• Community Building: Foster a vibrant customer community through webinars, user groups, and feedback sessions, encouraging peer learning and best‑practice sharing.
• Cross‑Functional Collaboration: Partner with Sales, Product, and Support to align on customer goals, share insights, and drive joint initiatives.

Essential Qualifications

• Minimum of 2 years’ experience in SaaS Customer Success or a closely related customer‑facing role.
• Fluent in English, with exceptional verbal and written communication skills.
• Proven ability to conduct live calls with confidence, handling complex or difficult conversations with empathy and professionalism.
• Strong grasp of software workflows and the ability to quickly learn new tools and platforms.
• Full availability during CET shift hours, with a flexible approach to remote work across Europe, South Africa, or Asia.

Preferred Qualifications

• Experience with high‑ticket sales environments or B2B SaaS solutions.
• Familiarity with CRM and automation platforms such as HubSpot, Close, Pipedrive, Zapier, and Make.
• Background in financial or subscription‑based billing systems (e.g., Stripe).
• Proficiency in creating engaging video content using Loom or similar tools.
• Previous involvement in customer advocacy or community building initiatives.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for solving customer problems and delivering measurable value.
• Analytical Thinking: Ability to interpret data, identify trends, and make data‑driven decisions.
• Communication Excellence: Clear, concise, and persuasive communication across all channels.
• Problem‑Solving: Quick to diagnose issues and propose effective solutions.
• Collaboration: Works seamlessly with sales, product, and support teams to align on customer goals.
• Adaptability: Thrives in a fast‑paced, evolving SaaS environment.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Customer Success Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your mastery of the platform.
• Regular training sessions on advanced analytics, sales enablement, and customer engagement strategies.
• Clear career pathways to senior Customer Success Manager, Customer Success Director, or cross‑functional roles in Product and Sales.
• Opportunities to lead internal initiatives, such as creating knowledge base content or designing customer journey maps.
• Participation in industry conferences, webinars, and thought‑leadership events.
• Access to a dedicated learning budget for courses, certifications, and conferences.

Work Environment & Culture at brighthush

brighthush is a fully remote, globally distributed team that values autonomy, transparency, and a results‑oriented approach. Our culture is defined by:

• Open communication channels, including weekly all‑hands meetings and dedicated Slack communities.
• Inclusive decision‑making, where every voice is heard and valued.
• A focus on work‑life balance, with flexible hours that respect personal commitments.
• Regular team‑building activities, virtual coffee breaks, and quarterly off‑site retreats.
• A commitment to sustainability and social responsibility, reflected in our remote‑first model and community outreach programs.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for SaaS Customer Success roles.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Health, dental, and vision insurance (where applicable).
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conference attendance.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Access to cutting‑edge tools and technology to support your daily work.
• Flexible work‑from‑home policy and a stipend for home office setup.

Ready to Make an Impact?

If you’re a proactive, customer‑focused professional with a passion for SaaS and a drive to help clients thrive, brighthush invites you to join our dynamic team. Bring your expertise in onboarding, retention, and expansion, and help shape the future of high‑ticket sales success.

Apply today and become a pivotal part of brighthush’s journey to redefine customer success.