Senior Customer Success Team Lead – B2B SaaS, Upsell & Escalation Management, Salesforce & BI Expertise

About brighthush

brighthush is a trailblazing technology company that empowers businesses across the globe to unlock their full potential through innovative SaaS solutions. With a mission to deliver exceptional value and seamless experiences, brighthush has rapidly become a trusted partner for organizations seeking to elevate customer satisfaction, drive revenue growth, and streamline operations. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering results that matter.

Role Overview

As the Senior Customer Success Team Lead, you will be the catalyst that transforms our customer success organization into a high‑performing, data‑driven powerhouse. You will lead a dynamic team of Customer Success Managers (CSMs) in a fast‑paced B2B SaaS environment, ensuring that our clients achieve their business objectives while maximizing upsell opportunities and maintaining the highest levels of satisfaction.

Why brighthush?

At brighthush, you’ll join a forward‑thinking team that values innovation, autonomy, and impact. We offer a fully remote work model that empowers you to work from anywhere in Mexico, while still fostering a strong sense of community through regular virtual town halls, hackathons, and cross‑functional projects. Our commitment to employee growth is reflected in generous learning budgets, mentorship programs, and a clear career ladder that rewards performance and initiative.

Key Responsibilities

• Team Leadership & Development: Mentor, coach, and inspire a team of 5+ CSMs, fostering a culture of accountability, continuous improvement, and professional growth.
• Retention & Growth Strategy: Design and execute proactive retention plans that reduce churn, identify upsell and cross‑sell opportunities, and drive revenue expansion.
• Escalation Management: Own the resolution of complex, high‑impact escalations, collaborating with product, engineering, and support to deliver swift, effective solutions.
• Data‑Driven Decision Making: Leverage Salesforce, BI tools, and other analytics platforms to monitor key metrics, forecast trends, and inform strategic initiatives.
• Process Optimization: Continuously refine customer success workflows, onboarding procedures, and knowledge base content to improve efficiency and customer experience.
• Stakeholder Collaboration: Partner with Sales, Marketing, Product, and Finance to align on customer goals, share insights, and drive cross‑functional success.
• Reporting & Forecasting: Prepare regular reports for senior leadership, highlighting performance, risks, and opportunities.

Essential Qualifications

• Minimum 5 years of experience in customer success or account management within a B2B SaaS environment.
• Proven track record of leading and scaling high‑performing CSM teams.
• Strong expertise in Salesforce (or equivalent CRM) and BI tools such as Tableau, Power BI, or Looker.
• Exceptional communication skills in English, with the ability to articulate complex ideas clearly to both technical and non‑technical stakeholders.
• Strategic mindset with a data‑driven approach to problem solving and decision making.
• Demonstrated ability to manage escalations, resolve conflicts, and turn challenging situations into opportunities for improvement.
• Experience in upselling and cross‑selling within a subscription‑based model.

Preferred Qualifications

• Experience working in a remote or distributed team environment.
• Knowledge of the hospitality or travel industry, aligning with brighthush’s core market.
• Advanced proficiency in Salesforce administration and customization.
• Background in data analytics, with the ability to build dashboards and derive actionable insights.
• Leadership experience in a high‑growth startup or scale‑up setting.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client needs and a passion for delivering value.
• Analytical Thinking: Ability to interpret data, identify trends, and translate findings into strategic actions.
• Leadership & Coaching: Talent for motivating teams, providing constructive feedback, and fostering a culture of continuous learning.
• Project Management: Skilled at juggling multiple priorities, setting clear goals, and ensuring timely delivery.
• Collaboration: Comfortable working cross‑functionally with Sales, Product, Engineering, and Marketing.
• Adaptability: Thrives in a fast‑moving environment, quickly adjusting to new challenges and opportunities.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Team Lead, you will:

• Progress to a Director of Customer Success role, overseeing multiple teams and shaping global strategy.
• Take ownership of cross‑functional initiatives, such as product roadmap input or customer advocacy programs.
• Access a generous learning budget that covers certifications, conferences, and courses in leadership, data science, and industry trends.
• Participate in mentorship programs, both as a mentor and mentee, to broaden your perspective and refine your leadership style.
• Benefit from quarterly hackathons and innovation challenges that encourage creative problem solving and collaboration across departments.

Work Environment & Culture

brighthush champions a culture of transparency, inclusivity, and empowerment. Our remote-first model means you can work from anywhere in Mexico, supported by:

• Flexible work hours that respect your personal rhythm while ensuring team alignment.
• Regular virtual coffee chats, team building events, and a vibrant Slack community.
• A clear focus on work‑life balance, with generous vacation policies and mental health resources.
• Recognition programs that celebrate both individual achievements and team milestones.
• A commitment to diversity and inclusion, with initiatives that promote equity, belonging, and representation at all levels.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success leaders in the B2B SaaS sector.
• Performance‑based bonuses tied to team metrics such as retention, upsell revenue, and customer satisfaction.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off and a generous parental leave policy.
• Wellness stipend covering gym memberships, meditation apps, or other personal wellness activities.
• Professional development stipend for courses, certifications, and industry conferences.

How to Apply

Ready to lead a high‑impact customer success team and drive transformative growth at brighthush? Submit your application through the link below and join a company that values innovation, collaboration, and the relentless pursuit of excellence.