Senior Manager, Independent Customer Success – Leading High‑Impact Client Retention & Growth at brighthush

About brighthush

brighthush is a trailblazer in the veterinary technology space, delivering intuitive client‑engagement tools and a mobile app that empowers pet clinics to streamline operations, enhance patient care, and deepen relationships with pet parents. With a mission to make veterinary practice management effortless, brighthush blends cutting‑edge software with a customer‑first philosophy, creating a vibrant ecosystem where technology meets compassion.

Why Join brighthush?

At brighthush, we believe that the heart of our success lies in the people who drive it. We’re a fast‑growing, remote‑first company that values innovation, collaboration, and continuous learning. As a Senior Manager of Independent Customer Success, you’ll be at the forefront of shaping how our clients experience the brighthush platform, ensuring they achieve measurable outcomes while fostering a culture of excellence and empathy.

Key Responsibilities

• Lead and Inspire a High‑Performing CSM Team: Recruit, coach, and mentor a diverse group of Customer Success Managers (CSMs) to deliver exceptional service across our client base.
• Strategic Account Management: Partner with senior leadership to define success metrics, set quarterly goals, and develop account plans that align with client objectives and brighthush’s growth strategy.
• Performance Coaching & Development: Conduct regular one‑on‑ones, performance reviews, and skill‑building workshops to elevate team capabilities in communication, problem‑solving, and product mastery.
• Operational Excellence: Monitor queue health, ticket resolution times, and CSAT scores; implement process improvements to increase efficiency and reduce churn.
• Data‑Driven Insights: Leverage ChurnZero, Salesforce, and other analytics tools to track usage patterns, forecast renewal risks, and identify upsell opportunities.
• Client Advocacy: Serve as the voice of the customer within brighthush, translating client feedback into product enhancements and service improvements.
• Cross‑Functional Collaboration: Work closely with Product, Sales, Marketing, and Engineering to ensure a seamless customer journey from onboarding to renewal.
• Travel & On‑Site Engagement: Travel up to 25% of the time to meet with key clients, attend industry events, and conduct on‑site workshops that reinforce brand loyalty.

Essential Qualifications

• Minimum 5 years of experience in Customer Success, Account Management, or a related field, with at least 2 years in a managerial capacity.
• Proven track record of managing high‑touch and scaled CS models, delivering measurable reductions in churn and increases in upsell revenue.
• Hands‑on expertise with ChurnZero and Salesforce – comfortable navigating dashboards, automating workflows, and extracting actionable insights.
• Strong analytical mindset: ability to interpret data, identify trends, and translate findings into strategic initiatives.
• Excellent communication and interpersonal skills, with a knack for building trust with both internal stakeholders and external clients.
• Experience in the veterinary or animal‑care industry is a plus, but not mandatory; a passion for improving pet‑care operations is highly valued.
• Self‑motivated, results‑driven, and comfortable leading a remote team across multiple time zones.

Preferred Qualifications

• Experience managing a global or multi‑region Customer Success organization.
• Familiarity with Guru or similar knowledge‑management platforms.
• Background in SaaS product management or consulting.
• Advanced proficiency in data visualization tools (e.g., Tableau, Power BI).
• Demonstrated ability to design and implement scalable processes that grow with the business.

Core Skills & Competencies

• Leadership & Team Development
• Strategic Account Planning
• Customer Lifecycle Management
• Data Analysis & KPI Tracking
• Process Optimization
• Stakeholder Management
• Conflict Resolution & Negotiation
• Technology Adoption & Training
• Adaptability & Change Management

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional evolution. As Senior Manager, you’ll have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Annual learning stipend covering conferences, certifications, and online courses.
• Clear promotion pathways to Director of Customer Success or VP of Customer Experience.
• Cross‑functional projects that broaden your skill set and expose you to new business domains.
• Regular hackathons and innovation sprints where you can influence product direction.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly all‑hands meetings with real‑time Q&A.
• Monthly virtual team‑building events and wellness challenges.
• Open‑door policy that encourages feedback and idea sharing.
• Inclusive hiring practices that celebrate diversity and foster belonging.
• Flexible work hours that respect personal commitments and promote work‑life balance.

Compensation & Benefits

Base Salary: USD 106,000 – 112,000 per year, commensurate with experience and qualifications. Bonus Structure: Performance‑based bonus tied to team KPIs and company growth metrics. Equity: Eligible for company stock options as part of the long‑term incentive plan. Health & Wellness: Comprehensive medical, dental, and vision plans, plus a generous 401(k) matching program. Paid Time Off: Unlimited vacation policy, sick leave, and a generous parental leave package. Other Perks: Remote work stipend, wellness reimbursements, annual tech upgrade allowance, and access to a global network of industry events.

How to Apply

If you’re ready to lead a passionate team, drive customer success at scale, and shape the future of veterinary technology, we want to hear from you. Submit your application through our careers portal and join the brighthush family where innovation meets compassion.