Senior Customer Success Specialist – Key Accounts & Strategic Partnerships Lead for SaaS & Cloud Solutions in the Residential Leasing Tech Space

About brighthush

brighthush is a pioneering SaaS platform that is transforming the residential leasing landscape across the United States. By fusing advanced cloud technology with deep industry insight, we empower property managers, landlords, and tenants to connect, collaborate, and close leases faster than ever before. With a footprint that spans all 50 states and a customer base ranging from boutique portfolios to large real‑estate enterprises, brighthush is on a mission to make leasing simple, transparent, and friction‑free.

Our architecture is built for scale, delivering real‑time analytics, automated workflows, and a seamless user experience. At brighthush, we champion a culture of innovation, customer obsession, and continuous learning. As we expand our reach, we are seeking a seasoned Senior Customer Success Specialist to become the trusted partner for our high‑value accounts and to help shape the future of our product.

Why brighthush is the Place to Grow Your Career

• Impact at Scale: Your work will directly influence the success of thousands of property managers and renters nationwide.
• Career Development: We invest heavily in professional growth, offering mentorship, targeted training, and a clear promotion path.
• Collaborative Culture: Cross‑functional teams, open communication, and a flat hierarchy mean your ideas are heard and acted upon.
• Competitive Compensation: A market‑aligned salary, performance bonuses, and a comprehensive benefits package.
• Work‑Life Balance: Flexible remote options, generous PTO, and wellness programs.

Key Responsibilities

Strategic Account Management

• Build and nurture long‑term, high‑impact relationships with key accounts, becoming the first point of contact for all strategic inquiries.
• Serve as the customer advocate within brighthush, ensuring their voice informs product development, support, and service delivery.
• Proactively engage with customers to uncover needs, anticipate challenges, and identify upsell or expansion opportunities.
• Monitor account health metrics—NPS, churn risk, adoption rates—and develop tailored action plans to mitigate risk and maximize value.

Customer Onboarding & Product Adoption

• Lead comprehensive onboarding journeys, guiding new customers through configuration, data migration, and best‑practice adoption.
• Deliver engaging, role‑specific training sessions—both live and on‑demand—to accelerate proficiency and confidence.
• Host regular video meetings to review progress, address concerns, and celebrate milestones.
• Track adoption metrics and collaborate with the Product team to refine onboarding flows and feature rollouts.

Support & Problem Resolution

• Respond to inquiries via email, phone, and chat with professionalism, empathy, and a sense of urgency.
• Diagnose and troubleshoot software issues, coordinating with Engineering and Product to expedite resolution.
• Own escalations, ensuring clear communication, timely updates, and a focus on customer satisfaction.
• Maintain meticulous records of interactions, decisions, and follow‑ups in our CRM and knowledge base.

Cross‑Functional Collaboration

• Partner with Sales to identify renewal and expansion opportunities, providing data‑driven insights and strategic recommendations.
• Collaborate with Product to surface recurring pain points, prioritize feature enhancements, and validate new releases.
• Work closely with Marketing to co‑create customer success stories, case studies, and advocacy programs.
• Champion process improvements that enhance customer workflows, reduce friction, and increase adoption.

Essential Qualifications

• Minimum of 3 years in a customer‑facing role, with at least 1 year managing high‑value accounts.
• Proven experience with SaaS products, cloud‑based platforms, or technology solutions.
• Strong written and verbal communication skills, capable of explaining technical concepts to non‑technical stakeholders.
• Comfortable leading video meetings, coordinating schedules, and presenting to executive audiences.
• Self‑motivated, detail‑oriented, and able to thrive in a fast‑paced, remote environment.
• Availability to work full‑time during U.S. business hours.

Preferred Qualifications

• Experience in the real‑estate or property‑management industry.
• Background in data analysis or using customer success metrics to drive strategy.
• Knowledge of CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Previous involvement in product roadmap discussions or beta testing.
• Multilingual capabilities to serve a diverse customer base.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with business objectives.
• Relationship Building: Proven track record of cultivating trust and rapport with C‑suite and operational leaders.
• Problem Solving: Analytical mindset to diagnose issues, propose solutions, and drive resolution.
• Project Management: Skilled at coordinating cross‑functional initiatives, timelines, and deliverables.
• Communication: Exceptional storytelling, presentation, and documentation skills.
• Adaptability: Comfortable navigating change, ambiguity, and evolving customer needs.

Career Growth & Learning Opportunities

At brighthush, we believe that the success of our people fuels the success of our customers. As a Senior Customer Success Specialist, you will:

• Progress into leadership roles such as Customer Success Manager, Director of Customer Success, or VP of Customer Experience.
• Participate in a structured mentorship program, pairing you with senior leaders across the organization.
• Access a curated library of courses, certifications, and conferences focused on SaaS, customer experience, and leadership.
• Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and customer advocacy programs.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly all‑hands meetings that keep everyone aligned.
• Monthly town halls featuring product demos, customer success stories, and leadership Q&A.
• Quarterly team retreats that blend learning, networking, and fun.
• A culture of psychological safety where every voice is heard and valued.

Compensation & Benefits

We offer a competitive salary package that reflects your experience and the value you bring to our customers. In addition to base pay, you will receive:

• Performance‑based bonuses tied to customer satisfaction, retention, and expansion metrics.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Wellness stipend, mental‑health resources, and access to a virtual fitness platform.
• Professional development budget and reimbursement for industry conferences.

Ready to Make an Impact?

If you are a customer‑centric professional who thrives on building lasting relationships, driving adoption, and collaborating across teams, we want to hear from you. Join brighthush and help us transform the way people experience residential leasing—one account at a time.

To apply, please submit your resume and a brief cover letter outlining why you are the ideal fit for this role. We look forward to welcoming you to the brighthush family!