Senior Customer Success Specialist – SMB Portfolio Management & Growth Strategist – Accelerate Revenue, Retention, and Loyalty with AI‑Powered Customer Success at brighthush

About brighthush and the Future of Customer Success

brighthush is more than a SaaS platform – it is a catalyst for transformation in the SMB ecosystem. We empower small and medium‑size enterprises to turn every customer interaction into a strategic advantage, leveraging the latest in artificial intelligence, intelligent automation, and human expertise. Our mission is simple yet bold: every touchpoint should create lasting value, and the best teams are built on curiosity, collaboration, and a relentless pursuit of excellence.

In an era where customer expectations evolve at breakneck speed, brighthush is redefining how businesses connect with their audiences. We are on a mission to make customer success a strategic advantage for SMBs, and we’re looking for a Senior Customer Success Specialist who can lead a high‑impact portfolio of accounts, drive measurable growth, and shape the future of customer success through data‑driven insights and AI‑powered tools.

Why Join brighthush?

• Impactful Work: Own a portfolio of 160+ SMB accounts, each contributing to a $3M+ ARR pipeline.
• Rapid Career Growth: Clear ladder from Specialist to Senior Specialist, Manager, and Director, with mentorship from industry leaders.
• Innovative Culture: Collaborate with AI, data science, and product teams to pioneer next‑generation customer success tools.
• Work‑Life Balance: Flexible PTO, remote‑first policy, and a supportive environment that values well‑being.
• Comprehensive Benefits: Health, vision, dental, 401(k), parental leave, and a host of wellness programs.

About the Role

As a Senior Customer Success Specialist at brighthush, you will be the trusted partner for our SMB clients, guiding them through every stage of their journey—from onboarding to renewal. Your day‑to‑day tasks will include:

Key Responsibilities

• Lead end‑to‑end onboarding for new customers, ensuring a smooth transition and rapid product adoption.
• Manage a high‑volume portfolio of 160+ SMB accounts (ARR
• Act as the internal advocate for customers, translating their business objectives into actionable product strategies.
• Set clear expectations around workflows, deliverables, and engagement timelines.
• Build and nurture relationships with customer sponsors and key stakeholders, positioning yourself as a strategic advisor.
• Monitor account health metrics, identify churn risks, adoption gaps, and upsell opportunities using data analytics.
• Deliver compelling performance reports and insights that demonstrate value and support retention.
• Leverage AI, automation, and customer success technology to streamline processes and scale proactive engagement.
• Balance personalized outreach with digital and automated touchpoints to maintain high engagement levels.
• Continuously improve processes, increase efficiency, and enhance customer outcomes through technology and automation.
• Provide world‑class customer service through organization, urgency, prioritization, and strategic thinking.
• Collaborate cross‑functionally with Sales, Product, Support, Data Science, and fellow Customer Success peers.
• Self‑manage and prioritize a high‑volume book of business, ensuring timely and effective execution.
• Contribute to brighthush’s retention, growth, and revenue goals by driving customer success metrics.
• Perform additional duties as assigned, demonstrating flexibility and a growth mindset.

Essential Qualifications

• 1–2 years of experience in Customer Success, Sales, Customer Support, or Account Management within a B2B SaaS environment.
• Experience with B2B inside/outside sales, renewals, retention, and upsells is highly desirable.
• Strong analytical and complex problem‑solving skills, with a consultative mindset.
• Ability to align customer business objectives with brighthush’s product suite and solutions.
• Highly detail‑oriented, self‑driven, organized, and committed to delivering superior customer experiences.
• Proficiency in Excel and PowerPoint, with the ability to transform data into actionable insights.
• Demonstrated success managing and prioritizing a high‑volume SMB portfolio.
• Comfortable leveraging AI, automation, and emerging technologies to improve productivity.
• Adaptability to changing priorities, processes, tools, and customer needs.
• Ability to thrive in ambiguity, quickly learn new technologies, and take on new responsibilities.
• Strong communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
• Typically requires a Bachelor’s Degree or equivalent experience.

Preferred Qualifications

• Experience in the reputation management or digital marketing industry.
• Familiarity with customer success platforms such as brighthush or similar.
• Background in data science or analytics, with experience building dashboards and reporting.
• Knowledge of AI‑driven customer engagement tools and automation workflows.
• Previous experience working in a remote‑first or distributed team environment.

Skills & Competencies for Success

• Customer‑Centric Mindset: Deep empathy for client challenges and a passion for delivering value.
• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Data‑Driven Decision Making: Comfortable with metrics, dashboards, and turning numbers into insights.
• Communication Excellence: Clear, concise, and persuasive communication across all levels.
• Project Management: Strong organizational skills to juggle multiple priorities simultaneously.
• Tech Savvy: Quick to adopt new tools, platforms, and automation solutions.
• Collaboration: Works effectively with cross‑functional teams to achieve shared goals.
• Resilience: Thrives under pressure, adapts to change, and finds creative solutions.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Mentorship from senior leaders in Customer Success, Product, and Sales.
• Regular training sessions on AI, data analytics, and industry best practices.
• Opportunities to lead cross‑functional projects and initiatives.
• Clear career ladder from Specialist to Senior Specialist, Manager, and Director.
• Conferences, webinars, and workshops to stay ahead of industry trends.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and continuous improvement. Our culture encourages:

• Open communication and feedback loops.
• Innovation and experimentation.
• Work‑life balance with flexible schedules and remote work options.
• Inclusivity and diversity, ensuring every voice is heard.
• Community engagement and volunteer opportunities.

Compensation, Perks, and Benefits

While the exact salary range will depend on experience and qualifications, brighthush offers a competitive compensation package that includes:

• Competitive base salary with performance‑based bonuses.
• Flexible PTO for salaried employees; hourly employees accrue PTO based on tenure and receive 5 sick days annually.
• 10 paid company holidays plus 4 extended holidays.
• Multiple medical and dental plan options.
• 100% company‑paid vision coverage.
• 401(k) plan through brighthush with company match.
• Paid parental leave for all eligible employees from day 1.
• Employer‑paid short‑ and long‑term disability and life insurance.
• Critical Illness, Accident & Hospital Indemnity insurance.
• Employee Assistance Program (EAP).
• PerkSpot employee discount program.
• Wellhub virtual wellbeing apps, coaching, and gym memberships.
• brighthush support for fertility, family planning, maternity, parenting, and hormonal health.
• brighthush virtual prevention and physical therapy program.
• Ladder supplemental life insurance.
• brighthush financial wellbeing platform with 1:1 advice.
• brighthush pet insurance discount program.
• brighthush for Guardian virtual mental health support.
• brighthush for Guardian virtual eyewear platform.
• brighthush mortgage services discount program.

How to Apply

Ready to take the next step in your customer success career? Join brighthush and help SMBs thrive while advancing your own professional journey. Click the link below to apply and become part of a team that values innovation, collaboration, and customer impact.