Senior Enterprise & Mid‑Market Customer Success Manager – Retention & Growth Champion Driving Revenue, Loyalty, and Business Impact at brighthush

Welcome to brighthush – Where Digital Visibility Meets Customer Success

At brighthush, we’re more than a SaaS platform; we’re a movement that’s redefining how the world discovers, indexes, and monetizes digital content. For over a decade, our technology has empowered more than 100,000 global websites to serve billions of pages to search engines, AI assistants, and content discoverers. The result? Higher organic rankings, amplified AI‑search visibility, and measurable revenue growth for our customers.

Our mission is simple: help our customers succeed at scale while building a world‑class, remote‑first organization. We’re a community of entrepreneurial SaaS professionals who thrive on collaboration, innovation, and a shared commitment to customer impact. If you’re passionate about turning data into action, building lasting relationships, and driving tangible business outcomes, brighthush is the place where your expertise will shape the future of digital visibility.

Why This Role Matters

Retention is the lifeblood of any SaaS business, and as a Senior Customer Success Manager, you’ll be the guardian of that lifeblood. Your work will directly influence our growth trajectory by ensuring that every client not only stays but expands their partnership with brighthush. You’ll translate complex technical value into clear, actionable business insights, and your feedback loop will shape product roadmap, support processes, and marketing messaging.

In a high‑trust, low‑bureaucracy environment, you’ll enjoy autonomy, ownership, and the chance to make a tangible impact on our customers’ success. You’ll be the bridge between our engineering brilliance and the real‑world results our clients need to thrive.

Key Responsibilities

• Own Retention & Churn Metrics: Track, report, and act on gross revenue retention (GRR) and logo churn for your book of enterprise and mid‑market accounts. Use dashboards, health scores, and risk signals to identify early warning signs.
• Proactive Retention Playbooks: Design and execute structured playbooks that pre‑empt churn. Leverage data to reach out before issues surface, turning potential risks into growth opportunities.
• Business Value Translation: Convert technical results—such as improved indexing, AI‑search visibility, and page performance—into tangible business outcomes like traffic, conversions, and revenue.
• Trusted Advisor Relationships: Conduct regular check‑ins, business reviews, and value‑delivery sessions that reinforce the partnership and keep customers engaged.
• Voice of the Customer: Capture churn reasons, feature gaps, and success stories. Deliver structured feedback to Product, Support, and Marketing teams.
• Cross‑Functional Collaboration: Partner with Account Managers, Support, Engineering, and Marketing to ensure a seamless, integrated customer experience.
• Continuous Improvement: Analyze retention data, refine playbooks, and share best practices across the Customer Success organization.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related customer‑facing role within a B2B SaaS environment.
• Proven track record of owning retention or churn targets for a book of accounts and delivering measurable improvements.
• Strong analytical mindset: comfortable working with usage data, health scores, and CRM tools.
• Excellent communication skills in English—both written and verbal—capable of translating technical details for diverse audiences.
• Structured, proactive work style: you plan, execute, and follow through without needing constant direction.
• Empathy, patience, and a genuine passion for customer outcomes; you thrive on building trusted advisor relationships.

Preferred Qualifications

• Experience in marketing, advertising, SEO, or martech sectors.
• Technical fluency with JavaScript websites, web crawlers, caching, or web performance.
• Familiarity with AI‑powered search tools and how they impact visibility.
• Experience working in a remote‑first, high‑trust culture.

Skills & Competencies

• Data‑Driven Decision Making: Ability to interpret dashboards, spot trends, and make informed recommendations.
• Business Acumen: Translate technical metrics into ROI, traffic, and revenue impacts.
• Customer Advocacy: Champion the customer’s voice across the organization.
• Project Management: Prioritize initiatives, manage timelines, and deliver results.
• Collaboration: Work effectively with cross‑functional teams to solve complex problems.
• Adaptability: Thrive in a fast‑moving, evolving SaaS environment.

Career Growth & Learning Opportunities

At brighthush, your growth is our success. As a Senior Customer Success Manager, you’ll have the chance to:

• Progress to a Customer Success Leadership role, overseeing a larger portfolio and mentoring junior team members.
• Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and customer experience frameworks.
• Participate in our internal learning network, gaining access to AI tools, industry conferences, and mentorship programs.
• Take ownership of new product launches, beta programs, and pilot projects, positioning yourself as a key influencer in the organization.

Work Environment & Culture at brighthush

• Remote‑First: Work from anywhere, on a schedule that suits you, while staying connected through virtual collaboration tools.
• High Trust & Autonomy: We empower you to solve problems your way, with minimal micromanagement.
• Minimal Bureaucracy: Focus on value, not paperwork. We keep meetings purposeful and time‑efficient.
• Collaborative Community: Join a network of 380+ colleagues across 50+ countries who share ideas, celebrate wins, and support each other.
• AI‑Enabled Productivity: Leverage the latest AI assistants and automation tools to streamline routine tasks and focus on high‑impact work.
• Continuous Learning: Access to internal training, external courses, and AI skill development through our partnership with brighthush’s learning platform.
• Flexible Time Off: Recharge when you need it—our flexible vacation policy ensures you maintain work‑life balance.

Compensation & Benefits

While specific figures are tailored to your experience and location, brighthush offers a competitive, location‑adjusted salary that targets local market medians for remote roles. In addition to base pay, you’ll receive:

• Performance‑based bonuses tied to retention and customer success metrics.
• Equity or stock‑option plans that align your success with the company’s growth.
• Health, dental, and vision insurance options for you and your dependents.
• Retirement savings plan with company match.
• Unlimited paid time off and a generous parental leave policy.
• Access to wellness programs, mental health resources, and a stipend for home office equipment.

How to Apply

If you’re excited to own customer retention, translate technical value into business outcomes, and thrive in a remote, high‑trust culture, we’d love to hear from you. Even if you don’t tick every box, we encourage you to apply—diversity of thought and fresh perspectives are what drive innovation at brighthush.

Ready to join us on this journey? Apply Now

brighthush Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Transparent Pay Practices

We believe in fair and transparent pay. Salary ranges at brighthush are location‑adjusted, targeting local market medians for a remote‑first environment, and will be shared with potential candidates in writing before the first interview.

We look forward to welcoming you to the brighthush family, where your expertise will help shape the future of digital visibility and customer success.