Senior Manager, Customer Success & Growth – Driving Customer Experience Excellence at brighthush

About brighthush

brighthush is a trailblazing technology company that empowers architects, engineers, and construction professionals to bring their visions to life with unprecedented speed and precision. With a growing community of over 800,000 monthly active users, we provide a comprehensive compliance and product research platform that transforms the way design and construction teams navigate building codes, regulations, and product specifications. Our mission is simple yet profound: eliminate the friction that costs billions of dollars in rework and enable our users to focus on what they love—creating safe, sustainable, and beautiful spaces.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven culture that values innovation, collaboration, and continuous learning. We thrive on solving complex industry challenges, and our team is built on a foundation of curiosity, resilience, and a shared commitment to excellence. Whether you’re a seasoned leader or an ambitious professional ready to scale new heights, brighthush offers an environment where your ideas matter, your impact is tangible, and your career can grow alongside a company that is reshaping an entire industry.

About the Role

We are looking for an experienced Senior Manager, Customer Success & Growth to become the cornerstone of our Customer Success organization. As the first manager in this role, you will shape the function from the ground up, establishing processes, metrics, and a culture that ensures our customers not only succeed but thrive. You will work closely with cross‑functional teams—Sales, Product, Support, and Engineering—to align customer experience with business strategy and drive sustainable revenue growth.

Key Responsibilities

• Team Leadership & Development: Mentor and grow a high‑performing Customer Success team, from hiring and onboarding to coaching and career development. Foster a culture of accountability, empathy, and continuous improvement.
• Customer Engagement: Maintain a hands‑on presence in the early stages of the role—conduct onboarding calls, run training sessions, and manage escalations. As the team expands, transition to a strategic leadership focus while still providing guidance on complex customer issues.
• Strategic Planning & KPI Ownership: Translate company objectives into actionable, measurable goals for the Customer Success team. Own key performance indicators such as retention, expansion, adoption, and customer lifetime value, and drive initiatives that deliver tangible improvements.
• Customer Health & Risk Management: Design and implement a robust customer health scoring system that incorporates product usage, engagement metrics, and renewal signals. Use data to proactively identify at‑risk accounts and uncover upsell opportunities.
• Process & System Design: Build scalable playbooks, workflows, and automation that enable the team to support a rapidly growing customer base efficiently. Champion best practices for documentation, knowledge sharing, and cross‑team collaboration.
• Knowledge Base & Self‑Service Enablement: Lead the creation and maintenance of a comprehensive knowledge base, including guides, FAQs, and video tutorials, to empower customers to find answers independently.
• Reporting & Analytics: Develop dashboards and regular reports that provide real‑time visibility into customer health, team performance, and business impact. Present insights to senior leadership and influence product roadmap decisions.
• Cross‑Functional Collaboration: Partner with Product to provide customer feedback that shapes feature development, with Sales to align on upsell opportunities, and with Support to ensure seamless handoffs and issue resolution.

Ideal Candidate Profile

• Experience: 7+ years in Customer Success, Account Management, or a related customer‑facing role within B2B SaaS or tech, with at least 2 years of proven management experience.
• Leadership & Coaching: Demonstrated ability to hire, train, and mentor a high‑performing team. Experience building a scalable Customer Success system—including health scoring, playbooks, and lifecycle automation.
• Data‑Driven Decision Making: Strong analytical mindset; comfortable building reports, dashboards, and using data to set targets, measure outcomes, and iterate on processes.
• Strategic Vision: Ability to translate company priorities into actionable team goals and to align Customer Success initiatives with broader business objectives.
• Communication & Influence: Excellent written and verbal communication skills; adept at influencing stakeholders across all levels of the organization.
• Detail Oriented & Quality Focus: A meticulous approach to execution, ensuring that every customer interaction reflects the highest standards of professionalism and care.
• Adaptability & Resilience: Comfortable navigating ambiguity, juggling multiple priorities, and learning quickly in a fast‑paced environment.

Preferred Qualifications

• Experience working in a high‑growth startup or AI‑native company, where building processes from scratch is the norm.
• Proficiency with AI tools and a track record of leveraging them to enhance team efficiency—whether through data analysis, automated reporting, or workflow optimization.
• Background in the Architecture, Engineering, Construction, or related AEC industry, providing contextual understanding of customer challenges.

Key Skills & Competencies

• Leadership & Team Building
• Customer Advocacy & Relationship Management
• Strategic Planning & Execution
• Data Analysis & KPI Management
• Process Design & Automation
• Cross‑Functional Collaboration
• Product Knowledge & Technical Aptitude
• Communication & Presentation
• Problem Solving & Critical Thinking

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As the first manager of Customer Success, you will shape the trajectory of the entire function, positioning yourself for future leadership roles such as Director of Customer Success or VP of Customer Experience. We invest heavily in professional development through:

• Mentorship programs with senior leaders across the organization.
• Access to industry conferences, workshops, and certifications.
• Regular learning sessions on emerging technologies, customer success best practices, and leadership skills.
• Opportunities to lead cross‑functional initiatives that influence product strategy and company direction.

Work Environment & Culture

brighthush embraces a culture of transparency, collaboration, and innovation. Our remote‑first model empowers you to work from anywhere in the United States or Canada while staying connected through:

• Weekly all‑hands meetings to share updates and celebrate wins.
• Monthly town halls featuring product demos, industry insights, and leadership Q&A.
• Quarterly team retreats (virtual or in‑person) focused on team building and strategic planning.
• Flexible work hours that respect work‑life balance.
• A supportive environment that encourages experimentation, learning from failure, and celebrating successes.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior leadership in B2B SaaS.
• Performance‑based bonuses tied to customer health, retention, and expansion metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development budget and access to learning platforms.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are passionate about creating exceptional customer experiences, thrive in a fast‑moving environment, and are ready to lead a high‑impact team, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the ideal fit for this role to the link below.