Senior Customer Success Specialist – CRM & Marketing Automation Champion for brighthush’s AI‑Powered Boutique Fitness Platform – Driving Growth, Retention, Operational Excellence, and Client Lifecycle Mastery

About brighthush

brighthush is not just another SaaS company; it is a movement that is redefining the boutique fitness landscape. With a mission to empower independent gym owners, trainers, and fitness entrepreneurs, brighthush delivers an AI‑driven platform that blends cutting‑edge technology with a human‑centric approach. By automating routine tasks, enhancing member engagement, and unlocking new revenue streams, we help our partners focus on what they do best: moving people and building communities.

Our reach spans more than 5,000 gyms and 500,000 members worldwide, and we process roughly $1 B in annual transactions. This scale, combined with a robust Series B funding round, positions brighthush at the intersection of technology, data science, and the global fitness ecosystem. We are committed to using artificial intelligence to elevate the human side of fitness—making coaches, trainers, and owners more effective, not replacing them.

At brighthush, we bring together builders, operators, and fitness enthusiasts who share a single mission: level the playing field for independent fitness entrepreneurs. If you are ready to help reshape an industry and make a tangible impact, brighthush invites you to join our journey.

The Role

As a Senior Customer Success Specialist at brighthush, you will own the full client lifecycle for our flagship CRM and marketing automation solution—Grow. This role blends the precision of a technical support engineer with the empathy of an onboarding specialist, ensuring that every Grow customer receives a seamless, high‑value experience from initial setup to long‑term success. You will be the trusted partner that guides gym owners through the entire journey, from the first call to the last automation run.

Key Responsibilities

• White Glove Onboarding Lead – Serve as the primary onboarding contact for clients who purchase brighthush’s premium, done‑for‑you Grow setup service. Conduct live initial and follow‑up calls, guiding clients through hands‑on CRM configuration, workflow builds, automation logic, website/CRM form integration, and A2P/SMS setup.
• Milestone Management – Track client progress against predefined setup milestones, proactively follow up on stalls, and ensure delivery within the committed window. Customize each build to align with the client’s unique business model and growth objectives.
• Documentation & Auditing – Create detailed scope documents, findings, and delivery notes to maintain an auditable end‑to‑end engagement record.
• Retention Champion – Conduct retention calls with Grow clients at risk of cancellation. Guide them through tier or configuration changes that preserve the relationship, and own the technical aspects of any downgrade or reconfiguration.
• Escalation Owner – Manage escalated Grow tickets that require deep CRM expertise, such as broken automations, integration failures, or A2P/SMS compliance issues. Validate and reproduce problems before escalating further.
• Subject Matter Expert – Serve as the internal authority for the support and onboarding teams on brighthush’s CRM platform. Maintain a knowledge base of common issues, fixes, and edge cases.
• Product Feedback Loop – Identify recurring product gaps and friction patterns, providing evidence‑based recommendations to the CX and Product teams to drive continuous improvement.
• Cross‑Functional Collaboration – Partner with Sales, Product, Engineering, and Marketing to ensure a unified customer experience and to surface insights that shape future product releases.
• Data‑Driven Reporting – Build dashboards and reports that track key metrics such as onboarding velocity, churn risk, and automation adoption rates, and present findings to leadership.

Essential Qualifications

• 2–3+ years of experience in technical support, implementation, or customer success within a SaaS environment.
• Direct, hands‑on experience with brighthush’s CRM platform or a comparable marketing automation system.
• Deep CRM fluency: comfortable navigating workflow builders, automation logic, integration points, and A2P/SMS compliance.
• Exceptional communication skills—able to teach live during setup calls and articulate complex technical issues in clear, concise documentation.
• Calm, composed demeanor in high‑stakes retention conversations, capable of navigating difficult trade‑offs without jeopardizing relationships.
• Detail‑oriented, process‑driven mindset: follows through on checklists and audits without needing external prompts.
• Strong translation skills between non‑technical clients and technical internal teams.
• Proficiency in leveraging AI to automate workflows and create operational leverage.
• Experience with A2P/SMS compliance and carrier registration is a plus.

Preferred Qualifications

• Prior experience in retention or high‑stakes client conversations.
• Background in the fitness industry or familiarity with brighthush’s product suite.
• Experience with A2P/SMS compliance and carrier registration.
• Knowledge of data privacy regulations (GDPR, CCPA) as they relate to marketing automation.
• Certifications in CRM platforms (e.g., HubSpot, Salesforce) or AI fundamentals.

Skills & Competencies

• Technical troubleshooting and problem‑solving.
• Project management and milestone tracking.
• Customer empathy and relationship building.
• Data‑driven decision making.
• Collaboration across cross‑functional teams.
• Continuous learning mindset.
• Strong written and verbal communication.
• Adaptability to fast‑changing priorities.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As you master Grow and the broader brighthush ecosystem, you’ll have opportunities to:

• Transition into a Senior or Lead Customer Success Manager role, overseeing a portfolio of high‑value clients.
• Move into Product Management or Customer Experience strategy, shaping the next generation of AI‑powered fitness tools.
• Lead internal training initiatives, sharing your expertise with new hires and cross‑functional teams.
• Participate in industry conferences, speaking engagements, and thought‑leadership panels.
• Access continuous learning resources, including certifications in CRM platforms, AI fundamentals, and customer success best practices.
• Earn a spot on the brighthush leadership development program, with mentorship from senior executives.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and personal growth. Our remote‑first environment is supported by:

• Flexible work hours that respect work‑life balance.
• Regular virtual team‑building events and quarterly in‑person retreats.
• A transparent, data‑driven decision‑making process.
• Commitment to diversity, equity, and inclusion—no discrimination or harassment will be tolerated.
• Opportunities to contribute to product roadmaps and influence the future of fitness technology.
• Access to a vibrant community of fitness entrepreneurs and industry experts.
• Encouragement to experiment, fail fast, and iterate quickly.

Compensation & Benefits

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

• Base salary commensurate with market standards for senior customer success roles.
• Equity incentive plan—own a piece of the company’s growth.
• Flexible paid time off (PTO) and public holiday coverage.
• Comprehensive health care plan covering medical, dental, and vision.
• Company‑sponsored 401(k) with matching contributions.
• Life insurance and family leave (maternity, paternity).
• Work‑from‑home stipend and wellness stipend to support your home office and personal well‑being.
• Access to a digital learning platform with courses on AI, CRM, and customer success.
• Annual performance bonus tied to customer satisfaction and retention metrics.

How to Apply

Ready to join a team that’s reshaping the boutique fitness industry? Submit your application through the link below. We look forward to learning how your expertise can help our clients thrive.

Apply to This Job

Closing Statement

At brighthush, we’re not just building software—we’re building a community of fitness entrepreneurs who can focus on what they love: moving people. If you’re passionate about technology, customer success, and making a real difference in people’s lives, we want you on our team. Join us, and let’s push the boundaries of what’s possible together.

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