Senior Customer Success Team Lead – B2B SaaS Champion for Upsell, Retention, and Growth at brighthush

About brighthush

brighthush is a forward‑thinking technology powerhouse that empowers enterprises worldwide to unlock the full potential of their customer relationships. Our cloud‑native SaaS platform fuses data intelligence, automation, and hyper‑personalized engagement to help organizations deliver unforgettable experiences, accelerate revenue growth, and scale sustainably. With a mission to transform every customer touchpoint into a strategic advantage, brighthush is redefining how businesses connect, communicate, and co‑create value with their customers.

Why brighthush?

At brighthush, people are the engine of innovation. We cultivate a culture that thrives on collaboration, continuous learning, and a relentless focus on impact. As a Customer Success Team Lead, you will sit at the heart of our customer journey, shaping strategies that keep our clients thriving and our product evolving. You’ll work alongside a diverse, high‑performing team, enjoy flexible remote work across Canada, and receive a comprehensive benefits package that supports both your professional and personal growth. Our commitment to inclusivity, transparency, and well‑being ensures that every voice is heard, every idea is valued, and every team member can bring their best self to work.

Role Overview

We are looking for an experienced, results‑driven Customer Success Team Lead to spearhead a dynamic squad of Customer Success Managers (CSMs) in a fast‑paced B2B SaaS environment. In this senior leadership role, you will be responsible for driving retention, orchestrating upsell opportunities, and ensuring the highest level of customer satisfaction. Your strategic vision, data‑backed decision making, and exceptional communication skills will enable you to guide your team to exceed performance metrics while fostering a culture of collaboration and continuous improvement. You will partner closely with Sales, Product, Marketing, and Support to align on revenue targets, product adoption, and customer advocacy.

Key Responsibilities

• Team Leadership & Development: Recruit, coach, and mentor a high‑performing squad of 5+ CSMs, setting clear goals, providing constructive feedback, and cultivating a growth mindset that drives both individual and team success.
• Retention & Growth Strategy: Design and execute proactive retention plans, identify upsell and cross‑sell opportunities, and collaborate with Sales and Product teams to align on revenue targets and customer success metrics.
• Customer Escalation Management: Own the escalation process for complex customer issues, ensuring timely resolution, transparent communication, and root‑cause analysis to prevent recurrence and maintain trust.
• Data‑Driven Insights: Leverage brighthush CRM dashboards, BI tools, and analytics to monitor key metrics (NPS, churn, expansion revenue), generate actionable insights, and present findings to executive leadership.
• Process Optimization: Continuously refine customer success workflows, onboarding procedures, and knowledge base content to improve efficiency, consistency, and overall customer experience.
• Cross‑Functional Collaboration: Partner with Marketing, Product, and Support teams to align on customer journeys, feature adoption, and feedback loops, ensuring a unified approach to customer success.
• Strategic Planning: Contribute to the development of the overall customer success strategy, including segmentation, renewal planning, lifecycle management, and long‑term growth initiatives.
• Reporting & Forecasting: Prepare accurate quarterly and annual forecasts for renewal and expansion revenue, and report on team performance against KPIs to senior leadership.

Essential Qualifications

• Minimum 5 years of experience in customer success or account management within a B2B SaaS environment.
• Proven track record of leading a team of at least 5 CSMs, with measurable success in retention, upsell, and churn reduction.
• Deep familiarity with brighthush CRM and BI tools such as brighthush, brighthush, brighthush, or brighthush.
• Exceptional communication skills—both written and verbal—across all stakeholder levels, including C‑suite executives.
• Strategic thinker with the ability to translate data insights into actionable plans that drive revenue and customer satisfaction.
• Strong problem‑solving skills and a customer‑centric mindset that turns challenges into opportunities.
• Experience managing escalations and turning complex situations into positive outcomes.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field; MBA or advanced certifications (CSM, CSPO) are a plus.

Preferred Qualifications

• Experience in the hospitality or travel technology sector, with a deep understanding of the unique challenges and opportunities in those markets.
• Knowledge of multi‑tenant SaaS architecture and subscription billing models, enabling you to advise customers on best practices and scalability.
• Fluency in additional languages (e.g., French, Spanish) to support a global customer base and enhance cross‑border communication.
• Hands‑on experience with customer success platforms such as brighthush, brighthush, or brighthush.
• Demonstrated success in building and scaling customer success teams in a remote or distributed environment.

Key Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent while fostering a culture of accountability and continuous improvement.
• Analytical Acumen: Proficiency in interpreting complex data sets to drive business decisions and optimize customer outcomes.
• Customer Advocacy: Passion for championing the customer’s voice within the organization and ensuring that their needs shape product and service evolution.
• Project Management: Skilled at juggling multiple initiatives while meeting deadlines and maintaining high quality.
• Adaptability: Thrive in a fast‑changing, high‑growth environment, quickly pivoting strategies to meet evolving market demands.
• Collaboration: Strong interpersonal skills to work cross‑functionally with Sales, Product, Marketing, and Support teams.
• Strategic Vision: Ability to see the big picture and align team efforts with company goals, ensuring long‑term success and customer loyalty.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Customer Success Team Lead, you will have access to a wealth of learning and growth opportunities, including:

• Leadership training programs and mentorship from senior executives to accelerate your career trajectory.
• Clear pathways to senior roles such as Director of Customer Success, VP of Customer Experience, or Head of Growth, based on performance and impact.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business, from product strategy to data analytics.
• Annual learning stipend for conferences, workshops, and certifications that keep you at the forefront of industry trends.
• Regular performance reviews with transparent promotion criteria and career planning sessions.

Work Environment & Culture at brighthush

We champion a remote‑first culture that empowers you to work from anywhere in Canada while staying connected through weekly virtual huddles, real‑time collaboration tools, and an open‑door communication policy. Our culture is defined by:

• Inclusivity: A diverse workforce where every voice is heard and every perspective is valued.
• Innovation: A sandbox mentality that encourages experimentation, rapid iteration, and bold ideas.
• Transparency: Regular town‑hall meetings and data‑driven dashboards keep everyone informed and aligned.
• Well‑being: Flexible hours, mental health resources, and a generous paid time off policy support your work‑life balance.
• Community Impact: Quarterly volunteer days and partnerships with local charities allow you to give back and make a difference.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonus structure tied to retention, upsell, and team KPIs.
• Equity or stock‑option plan to share in the company’s long‑term success.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible work arrangements to support your personal and professional life.
• Professional development budget and access to industry conferences, workshops, and certifications.
• Wellness stipend, mental health support, and on‑site fitness memberships (for those who prefer a hybrid model).

How to Apply

Ready to lead a high‑impact customer success team and shape the future of customer experience at brighthush? Submit your resume and a cover letter that highlights your leadership achievements, upsell successes, and how you’ve turned complex customer challenges into growth opportunities. We look forward to exploring how your vision and expertise can elevate our customer success organization.

Apply for this job