Senior Enterprise Customer Success Lead – Accelerating Strategic Account Growth, Retention, and ROI Excellence for brighthush

About brighthush – Pioneering the Future of Real‑Estate Technology

brighthush is more than a SaaS platform; it’s a global movement that is redefining how property owners, managers, and tenants interact with real‑estate data. Since our founding in 2006, we have grown from a small startup into a vibrant community of over 4,000 passionate professionals. Our mission is simple yet ambitious: to make property management effortless, data‑driven, and future‑ready. By harnessing cloud‑based technology, we empower our customers to streamline operations, elevate tenant experiences, and unlock new revenue streams.

As a remote‑first organization, brighthush offers the freedom to work from anywhere in the United States while collaborating with a diverse, high‑performing team that spans the globe. We thrive on curiosity, accountability, and an unwavering focus on customer success. If you thrive in a fast‑paced, innovative environment and want to help shape the future of real‑estate technology, brighthush is the place for you.

Position Overview

We are seeking an experienced Senior Enterprise Customer Success Lead who will own the success, retention, adoption, and expansion of our most valuable enterprise accounts. In this role, you will act as a trusted advisor to senior stakeholders, translating business objectives into technology‑driven strategies on the brighthush platform. Your work will directly influence revenue growth, customer satisfaction, and the long‑term health of our most strategic relationships.

Key Responsibilities

• Position brighthush as a strategic partner, consistently demonstrating measurable ROI and value to enterprise customers.
• Monitor health scores and proactively identify churn signals, executing data‑driven plans to protect at‑risk revenue.
• Forecast renewals, analyze historical churn data, and refine account‑health strategies to maximize retention.
• Educate customers on under‑used features and best practices that align with their unique business models.
• Leverage platform usage data to uncover gaps, delivering targeted training and support to key stakeholders.
• Map brighthush capabilities to customer workflows, ensuring full value realization against their strategic goals.
• Identify and qualify expansion opportunities, including add‑on products, service‑tier upgrades, and new feature adoption.
• Pass qualified leads and insights to Sales and Growth teams, fostering a seamless handoff and joint success.
• Map white space within existing accounts, uncovering new revenue potential and cross‑sell opportunities.
• Build and nurture relationships with senior decision‑makers (VPs, Directors, Owners) across your portfolio.
• Translate customer business goals into actionable, technology‑driven strategies on the brighthush platform.
• Create and own Joint Success Plans that tie platform adoption to measurable outcomes such as increased NOI or reduced operational overhead.
• Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) focused on ROI, value realization, and progress toward strategic objectives.
• Collaborate with senior CSMs and leadership on executive‑alignment initiatives for the most strategic accounts.
• Recommend subscription tiers (Core, Plus, Max) that align with each customer’s growth trajectory.
• Manage renewal timing and lifecycle milestones across your portfolio, ensuring smooth transitions and minimal churn.
• Identify and nurture reference customers for testimonials and case studies, working closely with Marketing and Sales.
• Partner with Technical Account Managers (TAMs) to design and implement solutions for specific client challenges.
• Advocate for customers by relaying product feedback to the appropriate teams, influencing roadmap priorities.
• Coordinate with your account pod (GAEs, TAMs, Product Managers) to deliver integrated solutions and value.
• Stay current on industry trends, competitive landscape, and the evolving brighthush platform, contributing to the team’s knowledge base.
• Mentor junior CSMs and provide coaching on best practices, ensuring a high‑performing customer success culture.
• Represent brighthush at industry events, webinars, and conferences, positioning the brand as a thought leader.

Essential Qualifications

• 6–8 years of experience in customer success, account management, or enterprise SaaS sales, with a proven track record of managing, growing, and retaining strategic accounts.
• Demonstrated ability to influence senior stakeholders and build consensus across multiple perspectives.
• Strong business acumen and credibility as an industry expert, capable of advising executives on technology strategy.
• Excellent project management and organizational skills, with the ability to juggle multiple priorities in a fast‑paced environment.
• Proficiency with Customer Success platforms (e.g., brighthush), CRM systems (brighthush), and productivity suites (brighthush).
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• Excellent written and verbal communication skills, with a natural talent for storytelling and presentation.
• Entrepreneurial mindset, proactive learner, and comfort with rapid change and ambiguity.
• Experience leading cross‑functional initiatives that drive product adoption and customer outcomes.
• Strong analytical skills, with the ability to interpret data, identify trends, and recommend actionable insights.

Preferred Qualifications

• Experience in the real‑estate or property management industry, with a deep understanding of the challenges and opportunities in that space.
• Proficiency with AI and data‑analytics tools, including experience with brighthush or similar platforms.
• Track record of successfully driving adoption of new features and upselling within enterprise accounts.
• Experience working in a remote‑first organization and collaborating across distributed teams.
• Knowledge of financial metrics such as NOI, cap rates, and ROI calculations relevant to property management.
• Certifications in Customer Success Management, SaaS, or related fields.

Skills & Competencies

• Strategic thinking and the ability to translate complex business goals into actionable technology plans.
• Data‑driven decision making, with a knack for turning metrics into insights and recommendations.
• Strong negotiation and persuasion skills, capable of securing win‑win outcomes at all levels.
• Customer‑first mindset, with a passion for exceeding expectations and delivering exceptional service.
• Collaboration across cross‑functional teams, including Sales, Product, Marketing, and Technical Support.
• Adaptability and resilience in a dynamic, high‑growth environment.
• Excellent presentation and facilitation skills, comfortable speaking to C‑suite audiences.
• Proficiency in using data visualization tools (e.g., Tableau, Power BI) to communicate insights.
• Strong time‑management skills, with the ability to prioritize and execute on multiple initiatives simultaneously.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured mentorship programs with senior leaders and industry experts.
• Continuous learning resources, including online courses, certifications, and industry conferences.
• Opportunities to lead cross‑functional initiatives and influence product strategy.
• Clear career pathways into senior Customer Success, Product Management, or Sales leadership roles.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Access to a global network of peers and thought leaders through brighthush community events.
• Participation in innovation labs and hackathons to experiment with new ideas and technologies.

Work Environment & Company Culture

brighthush thrives on a culture that values curiosity, accountability, and a relentless focus on customer success. Our remote‑first model means you can work from anywhere in the United States, supported by:

• Flexible work hours that accommodate different time zones and personal commitments.
• A collaborative digital workspace powered by Slack, Microsoft Teams, and Zoom.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• A transparent decision‑making process that encourages feedback and continuous improvement.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• A supportive environment where experimentation is encouraged and failures are treated as learning opportunities.

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 standards for senior Customer Success roles.
• Performance‑based bonuses tied to account growth, renewal rates, and customer satisfaction metrics.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Flexible paid time off, including vacation, sick leave, and personal days.
• Professional development budget and reimbursement for relevant certifications.
• Wellness programs, including virtual fitness classes and mental health resources.
• Remote‑friendly workspace stipends and equipment allowances.
• Annual company retreats and regional meet‑ups to foster community and collaboration.

How to Apply

Ready to shape the future of real‑estate technology and help our customers thrive? Apply now and become a key player in brighthush’s journey to redefine property management for the next generation.

Apply for this job

Apply for this job