Senior Manager, Mid-Market Customer Success – Driving Retention, Expansion, and Revenue Growth at brighthush

About brighthush

brighthush is a trailblazing SaaS company redefining how safety‑sensitive industries—transportation, construction, distribution, and utilities—hire, stay compliant, and manage risk. With an AI‑ready, all‑in‑one platform, we empower businesses to operate faster, smarter, and safer. Our mission is simple: deliver measurable value to every customer while building a world‑class customer success function that scales with our growth.

Why Join brighthush?

At brighthush, you’ll be part of a high‑energy, remote‑first team that thrives on curiosity, strategic thinking, and a relentless drive to make an impact. Our core values—Teammateship, Grit, and Innovation—guide everything we do, from product development to customer interactions. We celebrate diversity, foster an inclusive culture, and approach every challenge with optimism, humor, and a shared commitment to success.

Role Overview

As the Senior Manager, Mid‑Market Customer Success, you will lead a growing team of Customer Success Managers (CSMs) responsible for 800+ mid‑market customers, representing $16 MM in revenue. You will shape the future of our CS function, driving adoption, retention, and expansion while ensuring the highest levels of customer satisfaction and net revenue retention (NRR). This role is pivotal to brighthush’s mission of delivering measurable value to our customers during an exciting period of growth.

Key Responsibilities

• Lead, mentor, and scale a team of ~8 CSMs, fostering a high‑performance culture that values accountability, growth, and collaboration.
• Recruit, develop, and retain top CS talent, ensuring the team is equipped with the skills and mindset to excel in a fast‑paced, remote environment.
• Design and execute adoption, retention, and expansion strategies that consistently meet or exceed NRR, GRR, and churn targets.
• Partner cross‑functionally with Sales, Product, Marketing, and Finance to align on customer journeys, product roadmaps, and revenue goals.
• Own the end‑to‑end customer experience, from onboarding to renewal, ensuring seamless communication and proactive outreach.
• Drive operational excellence by implementing agentic workflows, automation, and AI tools within Planhat to streamline processes and enhance customer health scoring.
• Lead regular team meetings, performance reviews, and coaching sessions to cultivate a culture of continuous improvement.
• Serve as a trusted advisor on special projects, strategic initiatives, and organizational change, ensuring the CS function scales with company growth.
• Analyze and report on key CS metrics, building dashboards that provide actionable insights for leadership and stakeholders.
• Represent brighthush in customer calls, shadowing sessions, and role‑playing workshops to model best practices and elevate team performance.

Essential Qualifications

• Minimum of 3 years in Customer Success leadership, managing teams of 6–10+ CSMs.
• Proven track record of driving retention, reducing churn, and achieving NRR/GRR targets.
• Strong people‑management skills with experience hiring, coaching, and retaining high‑performing teams.
• Experience leading teams through rapid growth, reorganization, and change management.
• Excellent cross‑collaborative communication skills, with a history of partnering with Sales, Product, and Marketing.
• Hands‑on experience with customer success platforms (Planhat preferred) and the ability to design customer health scores and dashboards.
• Comfortable with pricing conversations, renewals, and expansion negotiations.
• Strong analytical mindset, capable of turning data into actionable insights.
• Experience in compliance‑heavy or regulated industries (DOT compliance, fleet management, or vertical SaaS) is highly preferred.

Preferred Qualifications

• Experience implementing AI and automation tools within CS workflows.
• Background in safety‑sensitive industries such as transportation, construction, distribution, or utilities.
• Familiarity with remote‑first team dynamics and building engagement across distributed teams.
• Knowledge of industry‑specific regulations and compliance frameworks.

Skills & Competencies

• Strategic thinking and long‑term vision for CS growth.
• Leadership and coaching excellence.
• Data‑driven decision making.
• Exceptional communication and presentation skills.
• Adaptability and resilience in a fast‑changing environment.
• Customer‑centric mindset with a passion for delivering value.
• Proficiency in Planhat, Salesforce, HubSpot, or similar tools.
• Comfort with remote collaboration tools (Slack, Zoom, Notion).

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You’ll have access to:

• Structured leadership development programs and mentorship from senior executives.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Opportunities to influence product strategy and roadmap based on customer insights.
• Continuous learning resources, including industry conferences, webinars, and internal knowledge sharing.
• A clear path to senior leadership roles within the CS organization or broader company.

Work Environment & Culture

brighthush operates as a fully remote, distributed organization. We value flexibility, trust, and results. Our culture is built on:

• Transparent communication and open feedback loops.
• Regular virtual team building and cross‑departmental collaboration.
• A focus on work‑life balance, with flexible hours and generous paid time off.
• Commitment to mental and physical well‑being through wellness programs and an employee assistance program.
• Celebration of achievements, both big and small, through virtual shout‑outs and recognition.

Compensation & Benefits

We offer a competitive salary range of $90,000 – $130,000 per year, commensurate with experience and performance. In addition, you’ll receive:

• 401(k) with company match.
• Comprehensive medical, dental, and vision coverage.
• Paid time off, holidays, and flexible vacation policy.
• Wellness stipend and access to mental health resources.
• Employee assistance program.
• Professional development budget.
• Equity options (subject to company policy).

Location & Remote Flexibility

This role is primarily remote (US‑based). We welcome candidates from the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin. Occasional visits to our offices may be required for team collaboration, training, or company events.

How to Apply

Ready to lead a high‑impact CS team and shape the future of customer success at brighthush? Submit your application through our careers portal or email your résumé and cover letter to [email protected]. We look forward to exploring how your expertise can help us deliver unparalleled value to our customers.

Equal Opportunity Employer

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, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other legally protected characteristic.

Reasonable Accommodations

If you require a reasonable accommodation during the application or interview process, please contact us at [email protected].

Privacy Policy

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