Senior Manager, Mid‑Market Customer Success – Championing Retention, Expansion, and Net Revenue Growth at brighthush

About brighthush

brighthush is redefining how safety‑critical industries hire, stay compliant, and manage risk. As a modern SaaS leader, we deliver an all‑in‑one, AI‑ready platform that empowers transportation, construction, distribution, and utility businesses to operate faster, smarter, and safer. Our mission is simple: provide measurable value to every customer while building a world‑class customer success function that scales with our growth. With a culture rooted in Teammateship, Grit, and Innovation, we invite strategic thinkers who thrive in complexity, love making an impact, and are passionate about building great products and supporting customers.

Why This Role Matters

As brighthush accelerates its expansion, the Senior Manager, Mid‑Market Customer Success will play a pivotal role in ensuring that our growing customer base not only stays satisfied but also unlocks new value from our platform. You will shape the future of our customer success organization, design agentic workflows, and lead proactive outreach that drives retention, expansion, and net revenue growth. Your leadership will directly influence our ability to achieve Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets, reduce churn, and create a culture of continuous improvement.

Key Responsibilities

• Team Leadership & Growth – Lead a high‑performing team of approximately eight Customer Success Managers (CSMs) serving 800+ mid‑market customers, representing $16 MM in annual revenue.
• Talent Acquisition & Development – Recruit, onboard, and mentor top CS talent. Foster a culture of accountability, continuous learning, and high performance.
• Retention & Expansion Strategy – Design and execute adoption, retention, and expansion plans that meet or exceed NRR, GRR, and churn reduction goals.
• Cross‑Functional Collaboration – Partner with Sales, Product, Marketing, and Finance to align on customer journeys, feature adoption, and revenue opportunities.
• Remote Team Management – Build strong relationships across a fully remote organization, ensuring clear communication, alignment, and engagement.
• Operational Excellence – Lead special projects, process improvements, and strategic initiatives that scale the CS function and drive operational efficiency.
• Performance Management – Conduct regular team meetings, performance reviews, coaching sessions, and skill‑building workshops.
• Data‑Driven Decision Making – Leverage Planhat to monitor customer health, identify risks and opportunities, and inform proactive outreach.
• Workflow Design – Build and refine agentic workflows and proactive outreach programs within Planhat to support scaling and automation.

Essential Qualifications

• Minimum 3 years of Customer Success leadership experience, managing teams of 6–10+ CSMs.
• Proven track record of driving retention, reducing churn, and achieving NRR/GRR targets.
• Strong people‑management skills: hiring, coaching, and developing high‑performing teams.
• Experience handling pricing conversations, renewals, and expansion negotiations.
• Demonstrated ability to collaborate cross‑functionally with Product, Sales, and Marketing.
• Excellent communication skills, both written and verbal, with a knack for building relationships in a remote environment.
• Experience leading teams through rapid growth, reorganization, and change management.
• Hands‑on experience with customer success platforms; proficiency with Planhat is a plus.
• Analytical mindset: designing customer health scores, defining CS metrics, and building dashboards.
• Comfortable leading customer calls, coaching through shadowing, and role‑playing.
• Experience in compliance‑heavy or regulated industries (e.g., DOT compliance, fleet management) is strongly preferred.

Preferred Qualifications

• Background in a vertical SaaS environment focused on safety‑critical industries.
• Experience implementing automation and AI tools to enhance CS workflows.
• Familiarity with the unique challenges of transportation, construction, distribution, or utility sectors.
• Previous exposure to building agentic workflows and proactive outreach programs.

Core Skills & Competencies

• Strategic Thinking – Ability to translate business goals into actionable CS strategies.
• Leadership & Influence – Inspire and motivate remote teams, driving results through collaboration.
• Customer‑Centric Mindset – Deep empathy for customer pain points and a passion for delivering value.
• Data Literacy – Proficiency in interpreting metrics, building dashboards, and making data‑driven decisions.
• Change Management – Navigate organizational change, scaling processes, and cultural shifts.
• Technical Acumen – Comfortable working with SaaS platforms, CRM tools, and automation solutions.
• Communication – Clear, concise, and persuasive communication across all levels.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As Senior Manager, you will:

• Lead the design of a scalable CS organization that can support exponential growth.
• Collaborate with executive leadership on product strategy and market positioning.
• Mentor and develop future leaders, creating a pipeline of high‑potential talent.
• Participate in cross‑functional initiatives that shape the future of safety‑critical SaaS.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.

Work Environment & Culture

brighthush thrives on a culture of Teammateship, Grit, and Innovation. We believe that:

• Every voice matters – we encourage open dialogue and diverse perspectives.
• Growth is a team effort – we celebrate successes together and learn from challenges.
• Innovation is a mindset – we continuously experiment, iterate, and improve.

Our remote‑first model empowers you to work from any of the following U.S. 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 in‑office visits are scheduled for team collaboration, training, and company events.

Compensation & Benefits

While the exact salary range will be tailored to your experience and qualifications, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with market standards.
• Performance‑based bonuses tied to NRR, GRR, and team objectives.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Generous paid time off, holidays, and a flexible work‑from‑home policy.
• Wellness programs, mental‑health resources, and an employee assistance program.
• Professional development budget and access to industry conferences.
• Equity opportunities for senior leaders.

Equal Opportunity & Inclusion

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, national origin, age, disability, protected veteran status, or any other legally protected characteristic.

How to Apply

Ready to lead a high‑impact customer success team and shape the future of safety‑critical SaaS? Click the link below to submit your application and join the brighthush family.