Senior Customer Success Specialist – CET Shift (EMEA) – Strategic Onboarding, Retention, and Expansion Champion for a Leading High‑Ticket SaaS Platform at brighthush

About brighthush

brighthush is not just another SaaS company – we are the catalyst that transforms high‑ticket sales teams into revenue‑generating powerhouses. Our cloud‑native platform unifies lead capture, automates call booking, and accelerates deal closure, giving every interaction the potential to close a sale. With a presence in over 30 countries and a relentless focus on innovation, brighthush is redefining what it means to be a profit maximizer in the digital age. We empower our customers to scale faster, smarter, and with less friction, all while maintaining a culture that values curiosity, collaboration, and measurable impact.

Why brighthush is the Right Place for Your Career

At brighthush, customer success is more than a department – it is the heartbeat of our organization. We believe that every client’s success fuels our own growth, and we invest heavily in the people who make that happen. If you thrive in a fast‑paced, data‑driven environment, enjoy turning complex challenges into simple, elegant solutions, and want to see the direct impact of your work on revenue and customer satisfaction, brighthush is the place for you. Our remote‑first model gives you the flexibility to work from anywhere in Europe, South Africa, or Asia, while our global team ensures you collaborate with diverse perspectives and world‑class talent.

Role Overview

Position: Senior 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

As the primary advocate for our customers, you will guide them from initial onboarding through long‑term success and expansion. You will partner with cross‑functional teams to ensure a seamless journey, drive adoption of new features, and uncover upsell opportunities that align with each client’s business objectives. Your influence will shape product development, inform sales strategies, and elevate the overall customer experience.

Key Responsibilities

• Onboarding Excellence: Lead engaging live onboarding calls, walk new customers through the full suite of brighthush features, and ensure a smooth transition from trial to active usage. Create customized onboarding plans that reflect each client’s unique goals and KPIs.
• Retention & Advocacy: Monitor customer health scores, proactively address concerns, and cultivate long‑term relationships that drive renewal and upsell opportunities. Act as the voice of the customer within brighthush, translating feedback into actionable insights for product enhancements.
• Expansion & Upsell: Identify and execute expansion strategies, collaborating with sales and product teams to recommend tailored solutions that increase customer lifetime value. Own the end‑to‑end process from opportunity identification to closing the deal, ensuring alignment with revenue targets.
• 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. Use data to inform proactive outreach and strategic account planning.
• Process Improvement: Continuously refine onboarding scripts, knowledge base articles, and support workflows to elevate the overall customer experience. Champion best practices across the Customer Success organization and drive continuous improvement initiatives.
• Community Building: Foster a vibrant customer community through webinars, user groups, and feedback sessions, encouraging peer learning and best‑practice sharing. Act as a thought leader within the community, driving engagement and loyalty.
• Cross‑Functional Collaboration: Partner with Sales, Product, and Support to align on customer goals, share insights, and drive joint initiatives. Serve as the bridge between customer needs and internal execution, ensuring a unified approach to success.

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 Senior Customer Success Specialist, you’ll have access to a wealth of learning resources and career‑advancing opportunities:

• Structured onboarding and mentorship programs that accelerate mastery of the platform and the Customer Success discipline.
• 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.

How to Apply

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.