Senior Manager of Customer Success – SMB Growth & Retention Specialist at brighthush

About brighthush

brighthush is a trailblazing technology company at the intersection of artificial intelligence and customer experience. With a mission to empower small and medium‑business (SMB) customers to achieve unprecedented growth, we deliver a suite of AI‑driven tools that streamline operations, enhance engagement, and unlock data‑driven insights. Our culture is built on curiosity, collaboration, and a relentless focus on delivering value to our clients. As a remote‑first organization, we bring together top talent from across the United States, fostering a flexible, inclusive, and high‑impact work environment.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑moving, high‑growth team that is redefining how SMBs interact with technology. We offer:

• Impactful Work: Your decisions will directly influence customer satisfaction, retention, and revenue growth.
• Career Growth: Structured learning paths, mentorship, and the opportunity to transition into senior leadership roles.
• Innovation Culture: Access to cutting‑edge AI research, data science resources, and a collaborative environment that encourages experimentation.
• Work-Life Balance: Fully remote, flexible hours, and a generous paid time off policy.
• Competitive Compensation: Market‑aligned base salary, performance bonuses, and equity opportunities.

Key Responsibilities

As the Senior Manager of Customer Success for our SMB portfolio, you will lead a high‑performing team of Customer Success Managers (CSMs) and be accountable for the end‑to‑end customer journey. Your day‑to‑day responsibilities will include:

• Retention & Growth Strategy: Design and execute data‑driven retention programs that reduce churn and increase upsell opportunities.
• Team Leadership & Coaching: Mentor, train, and evaluate a team of 8–12 CSMs, fostering a culture of continuous improvement and accountability.
• Customer Advocacy: Serve as the voice of the customer within cross‑functional teams, translating feedback into product enhancements.
• Performance Analytics: Build and maintain dashboards (BigQuery, Sigma) to track key metrics such as NPS, CSAT, renewal rates, and product adoption.
• AI Workflow Integration: Collaborate with the data science team to implement AI‑driven workflows that automate routine tasks and surface predictive insights.
• Process Optimization: Identify bottlenecks in the customer lifecycle and implement scalable processes using tools like Gong, Gainsight, and Salesforce.
• Stakeholder Collaboration: Partner with Sales, Product, and Engineering to align on go‑to‑market strategies and feature roadmaps.
• Reporting & Forecasting: Provide regular updates to senior leadership on retention trends, revenue impact, and strategic initiatives.

Essential Qualifications

• Minimum 5 years of experience in Customer Success or SMB SaaS environments.
• At least 2 years of proven leadership experience managing CSM teams.
• Strong analytical skills with hands‑on experience in SQL and data visualization tools (BigQuery, Sigma).
• Proficiency in CRM platforms (Salesforce) and Customer Success platforms (Gainsight, Gong).
• Demonstrated success in high‑volume SMB retention programs.
• Excellent communication skills, both written and verbal, with the ability to influence cross‑functional teams.
• Ownership mindset: proactive, results‑oriented, and accountable for outcomes.

Preferred Qualifications

• Experience with AI or machine‑learning driven customer success tools.
• Background in data science or analytics roles.
• Knowledge of subscription billing and revenue recognition practices.
• Previous remote leadership experience in a distributed team.
• Certifications in Customer Success (CSM, CSM+), Salesforce, or related fields.

Core Skills & Competencies

• Strategic Thinking: Ability to translate data insights into actionable strategies.
• Leadership & Coaching: Inspire teams, provide constructive feedback, and cultivate a growth mindset.
• Customer‑Centric Mindset: Deep empathy for customer pain points and a passion for delivering value.
• Data Literacy: Comfortable building and interpreting dashboards, performing cohort analyses, and driving data‑driven decisions.
• Project Management: Manage multiple initiatives simultaneously while meeting deadlines.
• Collaboration: Work seamlessly with Sales, Product, Engineering, and Marketing.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Manager of Customer Success, you will:

• Progress to Director of Customer Success or VP of Customer Experience roles.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in executive‑level strategy sessions and influence company direction.
• Access to continuous learning resources: online courses, conferences, and internal knowledge sharing.
• Mentorship from senior leaders and a community of peers across the organization.

Work Environment & Culture

brighthush thrives on a culture of transparency, autonomy, and innovation. We celebrate successes, learn from failures, and encourage every team member to bring their authentic self to work. Our remote‑first model means you can work from anywhere in the United States, with a flexible schedule that supports work‑life balance. We host quarterly virtual town halls, monthly hackathons, and annual retreats to keep our community connected and energized.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonuses tied to retention, upsell, and team metrics.
• Equity options to share in the company’s long‑term success.
• 401(k) plan with company matching.
• Generous paid time off (PTO) and sick leave.
• Comprehensive health, dental, and vision insurance.
• Parental leave policy that supports new parents.
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are a data‑driven, customer‑obsessed leader ready to make a tangible impact on SMB growth, we want to hear from you. Submit your application through our careers portal and join a team that is reshaping the future of customer success.

Join brighthush Today

At brighthush, you’ll be part of a mission‑driven organization that values innovation, collaboration, and customer success. Your expertise will help thousands of SMBs unlock the full potential of AI‑powered tools, driving measurable business outcomes. Take the next step in your career and become a catalyst for change at brighthush.