Senior Manager, Independent Customer Success – Remote, Veterinary Clinic Solutions at brighthush

About brighthush

brighthush is a trailblazing technology company that empowers veterinary clinics and pet care providers with cutting‑edge customer relationship management (CRM) solutions. Since our founding in 2013, we have grown into a vibrant community of 201‑500 passionate professionals dedicated to improving pet health outcomes worldwide. Our mission is simple yet profound: to give veterinarians the tools they need to deliver exceptional care, while enabling pet owners to stay connected and informed.

As a fully remote organization, brighthush embraces a flexible, results‑driven culture that values autonomy, collaboration, and continuous learning. We are proud to be recognized for our inclusive workplace, innovative product roadmap, and commitment to work‑life balance. If you are a seasoned customer success leader who thrives in a fast‑paced, high‑impact environment, we invite you to join our team and help shape the future of veterinary technology.

Position Overview

We are seeking an experienced Senior Manager, Independent Customer Success to lead the day‑to‑day execution of our named and pooled customer success models for veterinary clinics. In this role, you will manage a high‑performing team of Customer Success Managers (CSMs), drive retention and adoption, oversee escalations, and report performance to the Director of Customer Success. Your strategic vision and operational excellence will directly influence our Net Revenue Retention (NRR) and customer satisfaction metrics.

Key Responsibilities

• Team Leadership & Development: Coach, mentor, and grow a team of 7 CSMs across named and pooled models through regular 1:1s, call reviews, performance feedback, goal setting, and development plans.
• Talent Acquisition & Onboarding: Hire, onboard, and ramp new CSMs with clear 3‑, 6‑, and 12‑month outcomes. Conduct quarterly performance reviews and adjust development plans as needed.
• Model Management: Run both CS models daily, ensuring accounts are correctly segmented, and facilitate smooth handoffs between models and CSMs.
• Workload Balancing: Allocate named books equitably based on account complexity, volume, and capacity. Plan PTO coverage to maintain response‑time targets.
• Queue Health Monitoring: Track pooled queue health daily—prioritization, response times, aging accounts, and escalations—to prevent any service gaps.
• Success Planning & Engagement: Ensure named CSMs deliver Success Plans and Business Reviews to standard. Pooled CSMs run ChurnZero plays and one‑to‑many programs (webinars, virtual office hours) consistently.
• Adoption & Feedback: Drive the Adoption milestone so new clinics graduate on time. Act on Launch CSAT, BR CSAT, and NPS signals to refine onboarding and engagement strategies.
• Churn & Downgrade Management: Own the team’s churn and downgrade results. Build mitigation plans before issues become critical.
• Escalation Management: Serve as the escalation point for the team, coaching CSMs through difficult customer situations and partnering with Support, Product, and Implementation to resolve them.
• Expansion & Sales Collaboration: Coach the team to identify expansion opportunities and hand qualified opportunities to Sales.
• Reporting & Analytics: Report weekly to the Director of Customer Success on team activity, churn, downgrades, saves, loss‑opportunity pipeline, queue health, adoption, and NRR.
• Platform Stewardship: Drive consistent use of ChurnZero and Salesforce, ensuring data accuracy for reliable reporting.
• Process Improvement: Continuously evaluate and improve plays, workflows, and team practices based on customer and performance data. Surface actionable recommendations to the Director.
• Travel: Travel up to 25% for customer on‑sites, industry events, and team gatherings.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a similar customer‑facing role.
• 2+ years of proven leadership experience managing or formally leading a team.
• Experience leading both high‑touch (named book) and scaled or digital (pooled, one‑to‑many) Customer Success models.
• Track record of reducing churn and downgrades, running save plays, and improving retention and NRR.
• Strong coaching ability—setting clear expectations, holding team members accountable, and maintaining high trust.
• Hands‑on experience hiring, onboarding, and ramping Customer Success team members.
• Analytical mindset with the ability to use health scores, usage data, and dashboards to prioritize activity and spot risk early.
• Highly organized and process‑oriented, capable of managing people, priorities, and volume through systems and consistent operating rhythms.
• Excellent written and verbal communication skills, including presenting team performance and metrics to leadership.
• Comfortable facilitating group settings such as webinars, virtual office hours, and Business Reviews.
• Strong cross‑functional collaboration skills, especially with Support, Implementation, Product, and Sales.
• Proficiency with ChurnZero or a comparable Customer Success platform.
• Experience with Salesforce or a similar CRM.
• Knowledge of Guru or a similar knowledge‑base system is a plus.
• Veterinary industry experience is a plus.

Preferred Qualifications

• Experience scaling customer success operations in a SaaS environment.
• Background in data‑driven decision making and A/B testing of customer engagement strategies.
• Familiarity with the pet care ecosystem, including veterinary practices, pet insurance, and pet health products.
• Demonstrated ability to influence product roadmap based on customer feedback.

Skills & Competencies

• Strategic Thinking & Execution
• Team Building & Leadership
• Customer Advocacy & Empathy
• Data Analysis & KPI Management
• Process Design & Optimization
• Conflict Resolution & Escalation Management
• Stakeholder Management
• Project Management & Prioritization
• Communication & Presentation
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our collective success. As Senior Manager, Independent Customer Success, you will:

• Lead cross‑functional initiatives that shape product development and customer experience.
• Mentor junior leaders and contribute to the development of the next generation of Customer Success executives.
• Participate in executive‑level strategy sessions and influence company‑wide priorities.
• Access a generous annual learning stipend of $250 to pursue courses, certifications, or conferences.
• Benefit from a culture that rewards innovation, initiative, and measurable impact.

Work Environment & Culture

brighthush is a fully remote organization that values flexibility, transparency, and collaboration. Our culture is built on:

• Trust & Autonomy: You’ll have the freedom to set your own schedule while delivering results.
• Inclusive Community: We celebrate diversity and foster an environment where every voice is heard.
• Continuous Feedback: Regular 1:1s, pulse surveys, and open‑door communication keep everyone aligned.
• Health & Well‑Being: Comprehensive medical, dental, vision, and mental health resources support your overall wellness.
• Fun & Connection: Quarterly virtual team retreats, themed office hours, and spontaneous “coffee chats” keep the camaraderie alive.

Compensation & Benefits

While specific salary ranges are not disclosed, brighthush offers a competitive total rewards package that includes:

• Competitive base salary commensurate with experience.
• Performance‑based bonus tied to achieving specific, predetermined KPIs and individual performance goals.
• Medical coverage for employees and dependents (80‑90% covered by employer).
• Employer HSA contribution with HDHP.
• 401(k) match up to 3.5%.
• Dependent Care Flexible Spending Account (FSA).
• Dental & Vision coverage available.
• Basic Life and AD&D Insurance.
• Short and Long Term Disability.
• Flexible Time Off & 12 Paid Annual Holidays.
• Paid Parental Leave.
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance.
• $250 Annual Stipend for Learning and Development.

Why brighthush?

At brighthush, you’ll be part of a mission‑driven organization that is redefining veterinary care through technology. You’ll work alongside a talented, diverse team that values innovation, collaboration, and personal growth. Your leadership will directly impact the success of veterinary clinics and the health of countless pets.

Ready to take the next step in your career and make a tangible difference in the pet care industry? Apply today and join brighthush as we build the future of veterinary customer success.