Senior Enterprise Customer Success Manager – Growth & Solutions Lead (East Coast) – Championing Retention, Expansion, and Product Innovation for brighthush

About brighthush

brighthush is on a bold mission to eliminate the 1 trillion hours people spend waiting in lines every year. By fusing virtual waitlists, intelligent scheduling, real‑time updates, proactive messaging, and data‑driven analytics, we transform the way people experience access to places, services, and events—whether online or in person. Trusted by more than 10,000 companies, brighthush has already helped over 250 million people enjoy a radically better waiting experience. Our clients span a wide spectrum of industries, from retail giants to airlines, and we’re just getting started.

As a fast‑moving SaaS company backed by brighthush (NYSE: BRIGHT), we combine the energy and agility of a high‑growth startup with the stability, resources, and benefits of a well‑established organization. This unique blend gives our team the freedom to innovate while providing the support needed to scale globally.

Role Overview

As a Senior Enterprise Customer Success Manager – Growth & Solutions Lead, you will be the trusted advisor for our Mid‑Market and Enterprise customers. You’ll blend strategic account management, commercial ownership, and technical problem‑solving to drive long‑term growth, retention, and customer satisfaction. Your influence will extend across the entire customer lifecycle—from onboarding and adoption to renewal and expansion—while collaborating closely with Product, Engineering, and Marketing to turn customer insights into product improvements and new features.

Why This Role Matters

• Directly impact brighthush’s Net Revenue Retention (NRR) and long‑term growth.
• Own high‑value accounts and shape the customer experience at scale.
• Drive innovation by translating complex customer use cases into actionable product enhancements.
• Operate with significant autonomy and make independent decisions that shape the future of our platform.

Key Responsibilities

• AI‑Powered Self‑Service & Onboarding – Oversee and continuously improve our automated onboarding flows and AI‑driven support experiences, ensuring customers become self‑sufficient and successful.
• Customer Lifecycle Ownership – Manage renewals, upsells, downgrades, and retention across our Mid‑Market portfolio, identifying risks and opportunities to drive strong NRR.
• Complex Customer Support – Serve as the senior human point of contact for complex business logic, technical questions, and critical use cases that exceed our self‑service capabilities.
• Configuration Consultations – Lead scheduled consultations with Mid‑Market customers to understand their needs, recommend optimal configurations, and help integrate brighthush into their operations.
• Customer & Product Insights – Analyze customer behavior, churn trends, support patterns, and feature gaps to uncover opportunities for improving both the customer experience and the product.
• Product Collaboration – Partner closely with Product, Engineering, and Marketing to bring customer insights and recommendations into product discussions and roadmap decisions.
• Operational Improvements – Identify opportunities to improve customer‑facing processes, support workflows, and internal ways of working as we scale.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or high‑touch SaaS operations.
• Proven track record managing the full customer lifecycle—renewals, retention, expansion, and risk management—with a strong focus on Net Revenue Retention.
• Strong technical aptitude: ability to diagnose complex issues, identify root causes, and translate them into practical solutions.
• Excellent written and verbal communication skills in English, with the ability to explain complex concepts clearly to both technical and non‑technical stakeholders.
• Demonstrated ability to build trust and influence senior leaders within client organizations.
• Experience working with AI‑driven or data‑analytics products is highly desirable.

Preferred Qualifications

• Background in the hospitality, retail, or travel industries, where wait‑time management is critical.
• Experience with enterprise‑grade SaaS platforms and complex integrations.
• Knowledge of customer success metrics such as NPS, CSAT, and churn analysis.
• Familiarity with CRM systems and customer success platforms.
• Experience leading cross‑functional initiatives and influencing product roadmaps.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer success initiatives with business goals.
• Analytical Mindset – Strong data‑driven decision making and the ability to derive insights from complex datasets.
• Customer‑Obsessed – Deep empathy for customers and a relentless drive to deliver value.
• Collaboration – Comfortable working with Product, Engineering, Marketing, and Finance to achieve shared objectives.
• Project Management – Skilled at managing multiple priorities, timelines, and stakeholder expectations.
• Adaptability – Thrive in a fast‑changing environment and pivot quickly when priorities shift.

Career Growth & Learning Opportunities

At brighthush, we believe that the best way to grow is by learning from real‑world challenges. As a Senior Enterprise Customer Success Manager, you’ll:

• Lead high‑impact initiatives that shape the future of our platform.
• Collaborate with senior leaders across the organization, gaining exposure to product strategy, sales, and executive decision‑making.
• Participate in a structured learning program that includes mentorship, leadership training, and access to industry conferences.
• Earn certifications in customer success, data analytics, or AI product management.
• Advance to Director of Customer Success, VP of Customer Experience, or other executive roles within brighthush.

Work Environment & Culture

brighthush is built on a foundation of curiosity, inventiveness, and continuous improvement. Our culture is:

• Collaborative – We work cross‑functionally and celebrate shared successes.
• Inclusive – We value diverse perspectives and foster an environment where everyone feels heard.
• Growth‑Oriented – We encourage experimentation, learning from failures, and celebrating wins.
• Fun & Rewarding – We blend hard work with a sense of humor, ensuring that every day is engaging.
• Community‑Focused – We support volunteer initiatives and give back to the communities where we operate.

Compensation & Benefits

We offer a competitive total‑compensation package that reflects your experience and the value you bring to brighthush:

• Base Salary – $87,500 – $118,200 (commensurate with experience).
• Bonus Eligibility – Yes, with performance‑based incentives tied to individual and company metrics.
• 401(k) Plan – 6% company match with no vesting period.
• Health, Dental & Vision Insurance – Comprehensive coverage to keep you and your family safe and healthy.
• Health Savings Account (HSA) – Tax‑advantaged savings for medical expenses.
• Flexible Spending Account (FSA) – Tax‑advantaged funds for healthcare and dependent care.
• Disability & Life Insurance – Short‑term, long‑term disability and term life coverage, with optional supplemental plans.
• Unlimited Paid Time Off (PTO) – We trust you to manage your time and recharge.
• Tuition Reimbursement – Support for continuing education and skill development.
• Wellness Program – Earn rewards for completing wellness activities.
• Employee Discounts – Perks at Work for a variety of products and services.
• CliftonStrengths Assessment & Coaching – Unlock your unique strengths and receive personalized coaching.

How to Apply

Ready to join a team that’s redefining the waiting experience? Click the link below to submit your application and become part of brighthush’s exciting journey.

Apply Now – Senior Enterprise Customer Success Manager, Growth & Solutions Lead (East Coast)

Why brighthush?

At brighthush, you’ll be part of a mission‑driven company that’s changing how people interact with the world. You’ll work with a talented, collaborative team that values curiosity, innovation, and a relentless focus on customer success. With a culture that encourages growth, learning, and community impact, brighthush offers you the chance to build a career that’s both rewarding and meaningful.

We can’t wait to see how you’ll help shape the future of waiting—and the future of brighthush. If you’re passionate about delivering exceptional customer experiences, driving growth, and building products that people love, we’d love to hear from you.