Senior Key Accounts Executive – Customer Success & Happiness Champion – Remote, Full‑Time – Drive Client Growth & Retention at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that is redefining the way businesses connect with their clients. With a global footprint and a culture rooted in innovation, collaboration, and continuous learning, we empower our teams to deliver exceptional value to every customer. As a remote‑first company, we give our people the flexibility to work from anywhere while fostering a sense of belonging and shared purpose. If you thrive in a fast‑paced, data‑driven environment and want to make a real impact on customer satisfaction and business growth, brighthush is the place for you.

Position Overview

We are looking for a passionate, independent, and ambitious Key Accounts Executive to join our Customer Success team. In this role, you will be the primary advocate for our most strategic clients, ensuring their journey with brighthush is seamless, successful, and continuously improving. You will own a portfolio of high‑value accounts, develop tailored success plans, and collaborate across engineering, sales, and support to deliver measurable outcomes. Your focus will be on driving customer happiness, retention, and expansion while maintaining the highest standards of service quality.

Key Responsibilities

• Client Happiness Champion: Own the end‑to‑end client experience, from onboarding to renewal, ensuring every touchpoint reflects brighthush’s commitment to excellence.
• Activation & Onboarding Lead: Guide new customers through a smooth activation process, coordinating with product and engineering teams to resolve any technical hurdles.
• CSAT & NPS Steward: Monitor customer satisfaction scores, proactively address concerns, and implement initiatives that keep CSAT above the company benchmark.
• Issue Resolution & Escalation Manager: Handle technical and operational issues raised by clients via chat, ticketing, or phone, ensuring timely resolution and clear communication.
• Relationship Builder: Cultivate strong, trust‑based relationships with key stakeholders at each client organization, positioning yourself as their go‑to partner.
• Cross‑Functional Collaboration: Work closely with sales, engineering, marketing, and support to align on account goals, product updates, and service improvements.
• Retention & Expansion Strategist: Analyze account health, identify upsell opportunities, and develop strategies to increase renewal rates and expand usage.
• Product Training Facilitator: Deliver engaging product training sessions to existing clients, ensuring they fully leverage brighthush’s capabilities.
• Support & On‑Call Availability: Provide on‑call and email support as needed, maintaining a high level of responsiveness and professionalism.
• Reporting & Analytics: Generate weekly and monthly performance reports for the reporting manager, highlighting key metrics, trends, and action items.
• Client Profiling & Segmentation: Conduct timely profiling of accounts to segment them by value, risk, and growth potential, informing targeted engagement plans.

Essential Qualifications

• 1–2 years of experience in communications, marketing, sales, account management, or customer success.
• Strong verbal and written communication skills, with the ability to articulate complex ideas clearly.
• Proven strategic planning and project management capabilities.
• Analytical mindset with a focus on data‑driven decision making.
• Comfortable working across multiple departments in a deadline‑driven environment.
• Self‑starter, active team player, and adept at multitasking and prioritizing.
• Excellent proficiency in MS Office and familiarity with CRM platforms (experience with Salesforce, HubSpot, or similar is a plus).
• Results‑oriented, self‑motivated, and driven to exceed performance targets.
• Ability to deliver compelling presentations and product demos.

Preferred Qualifications

• Experience in a SaaS or technology‑focused customer success role.
• Knowledge of customer success metrics such as churn, renewal, and expansion rates.
• Familiarity with support ticketing systems (Zendesk, Freshdesk, etc.).
• Background in data analysis tools (Excel, Tableau, Power BI).
• Experience managing a portfolio of high‑value accounts.

Core Skills & Competencies

• Customer‑centric mindset with a passion for delivering delight.
• Strong problem‑solving and critical thinking abilities.
• Excellent interpersonal skills and the ability to influence stakeholders.
• Adaptability and resilience in a dynamic, fast‑moving environment.
• High emotional intelligence and empathy toward client needs.
• Proficiency in remote collaboration tools (Slack, Teams, Zoom).

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Key Accounts Executive, you will have the opportunity to:

• Progress to a Senior Account Manager or Customer Success Manager role.
• Lead cross‑functional initiatives and influence product roadmap decisions.
• Participate in leadership development programs and mentorship circles.
• Attend industry conferences, webinars, and training workshops.
• Contribute to thought leadership through internal knowledge bases and external publications.

Work Environment & Culture

brighthush’s culture is built on trust, transparency, and a shared commitment to excellence. Key highlights include:

• Fully remote work model with flexible hours to support work‑life balance.
• Regular virtual team‑building events and quarterly all‑hands meetings.
• Open communication channels with leadership and a flat hierarchy.
• Inclusive environment that celebrates diversity and encourages innovation.
• Continuous feedback loops and performance reviews that focus on growth.

Compensation & Benefits

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

• Base salary aligned with market standards for remote customer success roles.
• Performance‑based bonuses tied to client satisfaction, retention, and expansion metrics.
• Health, dental, and vision insurance coverage for employees and dependents.
• Generous paid time off (PTO) and holiday schedule.
• Professional development stipend for courses, certifications, and conferences.
• Equity or stock‑option program to share in the company’s long‑term success.
• Wellness initiatives, including virtual fitness classes and mental health resources.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that values creativity, accountability, and continuous improvement. You’ll have the chance to:

• Make a tangible impact on customer happiness and business growth.
• Collaborate with talented professionals across product, engineering, and sales.
• Work in a flexible, remote environment that supports your personal and professional goals.
• Grow your skill set through mentorship, training, and real‑world experience.
• Be recognized and rewarded for your contributions to the company’s success.

Ready to Apply?

If you are a proactive, customer‑focused professional eager to drive success for high‑value accounts, we would love to hear from you. Join brighthush and help shape the future of customer experience while advancing your career in a supportive, innovative environment. Click the link below to submit your application and take the first step toward an exciting new chapter with brighthush.