Senior Customer Success Specialist – Enterprise SaaS Portfolio Management & Retention Champion
About brighthush
brighthush is a trailblazing SaaS provider that empowers mid‑market enterprises to unlock the full potential of their digital operations. With a portfolio of cloud‑native solutions that streamline workflow, enhance collaboration, and drive data‑driven decision making, we partner with brands that are eager to innovate, scale, and stay ahead of the competition. Our people are the cornerstone of our success – we invest in their growth, celebrate their achievements, and create a culture where curiosity, collaboration, and customer obsession thrive.
Why Join brighthush?
At brighthush, you’ll be part of a high‑velocity, customer‑centric organization that values ownership, transparency, and continuous improvement. We champion a growth mindset and provide the tools, resources, and mentorship you need to accelerate your career. Whether you’re a seasoned professional or a rising star, you’ll find a place where your ideas are heard, your impact is measurable, and your professional development is a top priority.
Job Overview
As a Senior Customer Success Specialist at brighthush, you will be the trusted advisor for a portfolio of mid‑market enterprise customers. Your mission is to ensure they achieve long‑term value from our platform, drive adoption of new features, and ultimately secure their loyalty and growth. You will operate within a signal‑driven queue, proactively monitoring health scores, usage trends, and risk indicators to intervene before issues become critical. Your work will directly influence logo retention, dollar retention, and the overall health of our customer base.
Key Responsibilities
- Signal‑Driven Portfolio Ownership:
- Monitor automated account briefs, health score signals, and 30/60/90‑day feature usage trends across a shared portfolio.
- Step in when usage declines or when incoming inquiries require intervention, ensuring timely and effective resolution.
- Track and report on logo retention rates, dollar retention percentages, and overall portfolio health metrics.
- Consultative Discovery & Value Realization:
- Engage customers in consultative conversations to diagnose root‑cause workflow friction.
- Identify and remove product adoption barriers, aligning platform capabilities to their core business goals.
- Measure success through feature activation speed, continued usage metrics, and customer satisfaction scores.
- Retention, Risk Judgment & Cross‑Functional Coordination:
- Identify early churn signals and lead retention discussions.
- Coordinate with technical support, risk, and enterprise sales leads to resolve complex issues while maintaining customer ownership.
- Execute accurate escalation triage and generate qualified expansion opportunities.
- Data‑Driven Decision Making:
- Leverage customer usage data, account value metrics, and health scores to prioritize daily workflow across a large account base.
- Provide actionable insights to product and engineering teams to inform roadmap decisions.
- Thought Leadership & Knowledge Sharing:
- Develop and deliver best‑practice playbooks, webinars, and internal training sessions.
- Act as a subject matter expert on customer success strategies within brighthush.
Essential Qualifications
- Minimum of 2 years in a relationship‑first Customer Success, Account Management, or consultative role supporting B2B SaaS platforms.
- Proven experience managing a customer portfolio with a clear understanding of retention KPIs, engagement cadences, and priority management.
- Strong consultative discovery skills to diagnose root causes of workflow friction rather than defaulting to quick ticket resolution.
- Track record of influencing customer behavior, removing feature adoption barriers, and tying ongoing platform usage directly to client value.
- Ability to recognize early churn or health decay signals from usage data and execute a proactive retention plan.
- Clear, concise, and credible communication skills to simplify software complexity and manage sensitive retention conversations.
- Skill in leveraging customer usage data, account value metrics, and health scores to prioritize daily workflow across a large account base.
- Commercial judgment to spot organic expansion and feature‑attach opportunities during routine customer interactions without taking a high‑pressure sales stance.
Preferred Qualifications
- Experience working with mid‑market enterprise customers (10–2000 employees).
- Familiarity with SaaS metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Lifetime Value (CLV).
- Background in data analysis tools (SQL, Tableau, Looker) or experience with customer success platforms (Gainsight, Totango).
- Previous exposure to product management or roadmap collaboration.
- Multilingual communication skills for global customer interactions.
Skills & Competencies
- Strategic Thinking & Execution
- Customer Advocacy & Empathy
- Problem‑Solving & Root‑Cause Analysis
- Data Literacy & Analytical Insight
- Influence & Negotiation
- Project Management & Cross‑Functional Collaboration
- Adaptability & Resilience in a fast‑paced environment
Career Growth & Learning Opportunities
At brighthush, we believe that learning is a lifelong journey. As a Senior Customer Success Specialist, you will:
- Progress to a Customer Success Manager or Director role within 2–3 years, leading larger portfolios and shaping strategy.
- Participate in a structured mentorship program pairing you with senior leaders across product, sales, and engineering.
- Attend industry conferences, workshops, and webinars to stay ahead of emerging trends in SaaS and customer success.
- Contribute to internal knowledge bases, author whitepapers, and present at company‑wide town halls.
- Receive quarterly performance reviews that focus on growth, impact, and skill development.
Work Environment & Company Culture
brighthush fosters a culture of:
- Transparency: Open communication channels, regular all‑hands meetings, and a data‑driven decision‑making ethos.
- Collaboration: Cross‑functional teams that break down silos and work together to solve customer challenges.
- Innovation: A safe space to experiment, fail fast, and iterate on ideas that improve the customer experience.
- Inclusivity: A diverse workforce where every voice is valued and inclusion is embedded in our hiring, onboarding, and day‑to‑day practices.
- Work‑Life Balance: Flexible remote work options, generous paid time off, and a focus on mental health and well‑being.
Compensation & Benefits
We offer a competitive total rewards package that includes:
- Base salary range: $72,500 – $78,000 per year.
- Performance bonus: Up to 10% of base salary based on individual and company metrics.
- Health, dental, and vision insurance (fully or partially covered).
- 401(k) plan with company match.
- Unlimited paid time off (PTO) and flexible working hours.
- Professional development stipend and tuition reimbursement.
- Employee wellness program, including virtual fitness classes and mental health resources.
- Annual company retreats and team‑building events.
How to Apply
If you’re ready to take ownership of customer success at a company that values impact, innovation, and growth, we’d love to hear from you. Submit your application through our careers portal or click the link below to apply directly.
Apply to this role at brighthush
Equal Opportunity Employer
brighthush is an equal opportunity employer committed to building an inclusive workplace. We celebrate diversity and are dedicated to creating an environment where all employees can thrive.