Senior Customer Success Specialist – SaaS & EdTech Champion – Driving Onboarding, Adoption, Renewal, and Advocacy for High‑Value Enterprise Clients at brighthush

Welcome to brighthush – Where Data Meets Impact

At brighthush, we’re more than a software provider; we’re a catalyst for smarter, faster, and more confident decision‑making across the globe. Our suite of data‑driven tools empowers researchers, industry leaders, and business executives to transform raw data into actionable insights. With a portfolio that includes the #1 probabilistic risk software, the #1 qualitative data analysis platform, and the most cited software in their respective domains, we serve over 27,000 organizations worldwide – including roughly 90 % of the Fortune 100. From energy and finance to government, defense, and manufacturing, our rigorous methodology, powerful analytics, and AI‑powered workflows give decision makers the clarity they need to thrive.

Why brighthush? – A Culture Built on Curiosity, Collaboration, and Customer Success

Exceptional customer success is the engine of sustainable growth at brighthush. Our culture is rooted in curiosity, collaboration, and a relentless focus on delivering value to every client. Whether you’re a seasoned customer success veteran or a recent graduate eager to learn, brighthush offers a platform for continuous growth, meaningful impact, and the chance to shape the future of data‑driven decision making. We’re a global team of passionate professionals who thrive in a fast‑moving, data‑centric environment, and we celebrate diversity, inclusion, and the power of collective intelligence.

Role Overview – Your Mission as a Senior Customer Success Specialist

As a Senior Customer Success Specialist at brighthush, you will be the trusted partner for a portfolio of high‑value SaaS customers. Your day‑to‑day responsibilities will revolve around guiding clients through onboarding, adoption, renewal, and advocacy, ensuring they extract maximum value from our platform and remain loyal champions. You will serve as the primary point of contact, triage support requests, monitor account health, and collaborate with Sales, Support, and Implementation to deliver a seamless experience. Additionally, you will act as the voice of the customer, feeding insights back to Product and Engineering to drive continuous improvement.

Key Responsibilities – What You’ll Do Every Day

• Account Onboarding & Adoption: Deliver comprehensive onboarding sessions, create tailored training plans, and help customers integrate brighthush tools into their daily workflows. Design and execute adoption roadmaps that align with each client’s strategic objectives.
• Customer Advocacy & Feedback Loop: Gather feedback, usage data, and pain points; represent the customer’s perspective in cross‑functional meetings; and identify upsell or expansion opportunities that align with their business goals.
• Issue Resolution & Escalation: Act as the first line of support, resolve common queries, and route complex issues to the appropriate internal teams while ensuring timely follow‑up and transparent communication.
• Health Monitoring & Risk Management: Track engagement metrics, usage patterns, and health scores; flag at‑risk accounts early and collaborate with Account Managers on recovery plans that prevent churn.
• Renewal Collaboration & Negotiation: Partner with Account Managers to prepare renewal proposals, negotiate terms, and secure contract extensions that reflect the value delivered.
• Process Improvement & Playbook Development: Contribute to the development of playbooks, SOPs, and best‑practice guides; suggest enhancements to tools and workflows that improve the customer experience.
• Data Management & CRM Excellence: Maintain accurate, up‑to‑date records in Salesforce and other customer success platforms; ensure all interactions are logged, actionable, and leveraged for future insights.
• Thought Leadership & Community Building: Represent brighthush at industry events, webinars, and user groups; share success stories and best practices that elevate our brand and deepen customer relationships.

Essential Qualifications – What We Expect

• Bachelor’s degree in Business, Education, Communications, or a related field, or equivalent experience.
• 2–4 years of experience in customer success, account management, or SaaS support roles.
• Proven ability to build strong relationships with C‑level and mid‑management stakeholders.
• Excellent written and verbal communication skills; comfortable presenting webinars and training sessions.
• Strong organizational skills with the capacity to manage multiple accounts and priorities simultaneously.
• Problem‑solving mindset: know when to resolve issues directly and when to involve specialized teams.
• Strategic thinking: connect customer goals to business opportunities and drive cross‑functional collaboration.
• Experience with Salesforce or similar CRM platforms; proficiency in data analysis and reporting.
• Passion for learning and staying current with industry trends, especially in SaaS and EdTech.

Preferred Qualifications – Bonus Points

• Background in EdTech, higher education, or non‑profit sectors.
• Knowledge of adult learning or instructional design principles.
• Familiarity with Atlassian tools (Jira, Confluence) and other project management platforms.
• Experience with data analytics or BI tools such as Tableau, Power BI, or Looker.
• Previous exposure to high‑growth SaaS companies or enterprise‑level customer success programs.

Core Competencies – The Skills That Set You Apart

• Customer focus and empathy
• Advocacy and influence
• Problem‑solving and analytical thinking
• Effective communication and relationship building
• Collaboration across teams
• Time management and organization
• Adaptability in a fast‑changing environment
• Accountability and ownership
• Strategic mindset
• Commitment to continuous learning

Compensation & Benefits – We Reward Your Impact

At brighthush, we recognize that great talent deserves great rewards. The base salary for this role ranges from $70,000 to $80,000, complemented by a performance‑based annual bonus that reflects your impact on customer satisfaction and revenue growth. In addition, you’ll receive a comprehensive benefits package that includes:

• Competitive health, dental, and vision insurance with generous company contributions; HSA and FSA options available.
• Long‑term and short‑term disability coverage, life insurance, and voluntary insurance plans.
• Roth and Traditional 401(k) plans with immediate vesting and a generous company match.
• Monthly technology stipend and full equipment provision for a productive home office.
• Flexible time off, 11 paid holidays, and paid sick leave.
• Paid parental leave policies to support new parents.
• Professional development stipend and access to industry conferences, certifications, and training programs.
• Employee wellness programs, mental health resources, and a supportive work‑life balance culture.

Work Environment & Culture – Where You’ll Thrive

• Fully Remote (USA): Work from anywhere in the United States with all necessary equipment and a monthly tech stipend.
• Global Team, Local Connections: Collaborate with talented brighthushers worldwide while maintaining local community ties.
• Inclusive & Collaborative: A culture that values diverse perspectives, encourages open dialogue, and rewards teamwork.
• Growth Mindset: Access to ongoing training, certifications, and mentorship programs to accelerate your career trajectory.
• Impact‑Driven: Your work directly influences customer satisfaction, product evolution, and the success of our clients.

Career Growth Opportunities – Your Path to Leadership

At brighthush, we believe in nurturing talent from within. As a Senior Customer Success Specialist, you will have clear pathways to advance into senior customer success roles, Customer Success Manager, or even leadership positions such as Director of Customer Success. You’ll also have the chance to cross‑train in Product Management, Sales, or Implementation, broadening your skill set and opening new career avenues. Our internal promotion pipeline is transparent, and we celebrate achievements with public recognition, bonuses, and accelerated learning tracks. Whether you aspire to lead a global customer success team or pivot into product strategy, brighthush provides the resources, mentorship, and opportunities to make it happen.

How to Apply – Join the brighthush Team

Ready to join a team that values curiosity, collaboration, and customer impact? Submit your application through our careers portal and let’s explore how you can help brighthush’s customers thrive. We look forward to learning how your experience and passion align with our mission to empower data‑driven decision making.

Important Note – Our Hiring Process

brighthush uses an automated AI resume screening tool as part of the application review process. This tool analyzes resumes against job requirements to identify well‑suited candidates. Human recruiters and hiring managers remain actively involved throughout the process, reviewing applications, exercising independent judgment, and making all final shortlisting and hiring decisions.