Senior Customer Success Specialist – SaaS B2B Account Management, Revenue Growth & Customer Experience Excellence

About brighthush

brighthush is a trailblazing technology company that empowers businesses to preserve, protect, and leverage their digital assets. With a cutting‑edge platform that archives websites, social media feeds, and enterprise collaboration tools, we help organizations meet stringent compliance requirements, streamline litigation readiness, and unlock the hidden value of their data. Our mission is to turn information into insight, ensuring that every byte is secure, searchable, and actionable.

Operating at the intersection of information technology and legal compliance, brighthush serves a diverse portfolio of clients—from Fortune 500 enterprises to fast‑growing startups—across North America, Europe, and Asia. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We believe that the best products are built by listening to customers, and the best teams are forged by shared purpose.

Why Join brighthush?

• Impactful Work: Your role will directly influence how our clients protect their most valuable asset—information.
• Remote Flexibility: Work from anywhere in Canada (Vancouver, Toronto, Halifax, Calgary, Edmonton) while staying connected to a global team.
• Growth Opportunities: Accelerate your career with mentorship, cross‑functional projects, and a clear path to leadership roles.
• Competitive Compensation: CAD 55,000 – 65,000 per year, plus performance bonuses and equity options.
• Comprehensive Benefits: Health, dental, vision, and wellness programs, generous PTO, and a 401(k) match.
• Inclusive Culture: A diverse, inclusive, and collaborative environment where every voice is heard.

Key Responsibilities

As a Senior Customer Success Specialist at brighthush, you will be the trusted advisor for our B2B SaaS customers. Your day‑to‑day activities will revolve around building lasting relationships, driving revenue, and ensuring seamless renewals. Below is a detailed breakdown of what you’ll do:

• Customer Relationship Management: Act as the primary point of contact for assigned accounts, fostering deep, long‑term partnerships through regular check‑ins, business reviews, and proactive outreach.
• Revenue Growth & Upsell: Identify opportunities for expansion, cross‑sell, and upsell by understanding customer goals, pain points, and usage patterns. Collaborate with Sales and Product teams to craft tailored solutions.
• Renewal & Retention Management: Own the renewal process, ensuring timely contract negotiations, renewal reminders, and renewal win rates that exceed company targets.
• Onboarding & Implementation Support: Guide new customers through a smooth onboarding journey, coordinating with Implementation Specialists and ensuring adoption of key features.
• Customer Advocacy: Collect and analyze customer feedback, turning insights into actionable product improvements. Champion customer needs in internal forums.
• Data‑Driven Insights: Leverage CRM data (HubSpot) to track health scores, usage metrics, and churn risk. Produce regular reports for stakeholders.
• Collaboration Across Teams: Work closely with Sales, Marketing, Product, and Support to align on customer success strategies and deliver a unified experience.
• Process Improvement: Continuously refine workflows, documentation, and training materials to increase efficiency and customer satisfaction.

Essential Qualifications

• 3+ years of experience in SaaS B2B customer success, account management, or related roles.
• Proven track record of managing mid‑to‑large enterprise accounts and driving revenue growth.
• Strong technical aptitude with CRMs (HubSpot), collaboration tools (Zoom), and social media platforms (LinkedIn).
• Excellent communication skills—both written and verbal—across all stakeholder levels.
• Problem‑solving mindset with the ability to diagnose issues, propose solutions, and follow through to resolution.
• Fluency in English; additional languages are a plus.
• Experience with subscription billing and renewal processes.

Preferred Qualifications

• Background in compliance, legal tech, or data‑management solutions.
• Experience working in a remote, distributed team environment.
• Certifications in Customer Success (CSM, CSPO) or related fields.
• Knowledge of data privacy regulations (GDPR, CCPA) and their impact on SaaS products.
• Proficiency in data analytics tools (e.g., Tableau, Power BI) to visualize customer health metrics.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and turning challenges into opportunities.
• Strategic Thinking: Ability to see the big picture, align customer goals with business objectives, and develop actionable plans.
• Analytical Acumen: Comfortable working with data, interpreting trends, and making data‑driven decisions.
• Collaboration & Influence: Skilled at building cross‑functional relationships and influencing stakeholders without direct authority.
• Adaptability: Thrive in a fast‑paced, evolving environment, quickly learning new tools and processes.
• Project Management: Strong organizational skills, with the ability to manage multiple accounts and priorities simultaneously.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Senior Customer Success Specialist, you’ll have access to:

• Mentorship from senior leaders and industry experts.
• Regular training sessions on product updates, industry trends, and soft‑skill development.
• Cross‑departmental projects that broaden your skill set and visibility.
• A clear promotion path to Customer Success Manager, Director of Customer Success, or VP of Customer Experience.
• Opportunities to contribute to product roadmaps and strategy sessions.

Work Environment & Culture

brighthush is proud of its inclusive, collaborative culture. We value:

• Transparency: Open communication channels, regular town halls, and an open‑door policy.
• Innovation: A culture that encourages experimentation, learning from failure, and celebrating successes.
• Work‑Life Balance: Flexible schedules, remote work options, and a focus on mental and physical well‑being.
• Diversity & Inclusion: A workforce that reflects the communities we serve, with initiatives that promote equity and belonging.
• Community Engagement: Volunteer programs, hackathons, and industry meet‑ups that foster connection and growth.

Compensation & Benefits

• Base Salary: CAD 55,000 – 65,000 per year, commensurate with experience.
• Performance Bonuses: Quarterly bonuses tied to customer retention, upsell, and satisfaction metrics.
• Equity: Stock options as part of the overall compensation package.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; wellness stipend; mental health resources.
• Paid Time Off: Generous PTO, sick leave, and a flexible holiday calendar.
• Professional Development: Reimbursement for certifications, conferences, and training courses.
• Remote Work Perks: Home office stipend, high‑speed internet allowance, and ergonomic equipment support.

How to Apply

If you’re ready to make a tangible impact on how businesses protect their digital footprints, we’d love to hear from you. Please submit your resume and a cover letter detailing your experience in SaaS customer success and how you’ve driven revenue growth and customer retention.

Apply now and join brighthush in shaping the future of compliance technology.