Senior Manager, Scale Customer Success – Strategic Renewal, AI‑Driven Engagement & Growth for Mid‑Market & Enterprise Accounts

About brighthush – Pioneering the Connected Operations™ Cloud

brighthush is the trailblazer behind the Connected Operations™ Cloud, a unified platform that transforms physical‑world businesses by turning Internet of Things (IoT) data into actionable insights. From farms and construction sites to transportation fleets and manufacturing plants, brighthush powers the infrastructure that fuels more than 40 % of global GDP. Our mission is simple yet ambitious: make the world’s physical operations safer, more efficient, and sustainably smarter.

Joining brighthush means you become part of a fast‑growing public company that values autonomy, bold thinking, and long‑term impact. You’ll work alongside engineers, product innovators, and fellow customer‑centric leaders who are reshaping how industries operate at scale.

Why This Role Matters

Our Customer Success organization is the engine that ensures customers not only adopt the brighthush platform but also extract measurable business value, renew with confidence, and expand their footprint. As a Manager II, Scale Customer Success, you will lead a high‑volume team that serves a portfolio of mid‑market and large commercial accounts across the United States. This is not a traditional people‑management role; it is a builder’s role where you will design, implement, and continuously improve the engagement model that drives renewal outcomes, AI‑powered automation, and outcome‑focused coaching.

Key Responsibilities

• Segmentation Strategy: Define and refine customer segmentation into service tiers and engagement models that blend targeted human interaction with scalable, tech‑touch programs for a high‑volume portfolio of mid‑market accounts.
• Renewal Outcomes: Own retention as the primary lens for every decision, moving beyond reporting to delivering concrete renewal and expansion results.
• Expansion Collaboration: Partner closely with Sales to identify and execute growth opportunities within existing accounts.
• Product Adoption: Coach Customer Success Managers (CSMs) to deepen both breadth and depth of product usage, ensuring customers unlock the full value of the Connected Operations™ Cloud.
• People Leadership: Recruit, develop, and mentor a team of CSMs, each responsible for 100+ accounts, fostering a culture of high performance and continuous learning.
• Productivity & Efficiency: Leverage AI, automation, digital programs, lifecycle workflows, and smart tooling integrations to boost measurable output per CSM.
• AI‑Forward Innovation: Champion experimentation and adoption of AI‑driven workflows that enhance customer engagement and internal productivity.
• Risk Management: Use data‑driven insights to identify, prioritize, and mitigate risk at scale before it impacts the customer experience.
• Cross‑Functional Leadership: Align with Sales, RevOps, Marketing, Product, and Business Technology to improve team productivity and elevate the overall customer journey.
• Escalation Leadership: Step into critical customer situations personally, providing strategic oversight while also delivering hands‑on resolution when needed.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a closely related field.
• 2+ years of direct people‑management experience leading CSMs or similar customer‑facing roles, each managing portfolios of 100+ accounts.
• Proven track record of building or dramatically redesigning a scale, tech‑touch, or digital Customer Success model that delivered measurable retention or expansion outcomes.
• Demonstrated ownership of retention and expansion metrics, with a data‑driven approach to decision‑making.
• Strong analytical capabilities; comfortable using data to drive prioritization, segmentation, and performance management.
• Ability to lead through ambiguity, rapid organizational change, and high‑volume growth environments.

Preferred Qualifications & Experience

• Background in a SaaS organization that also delivers hardware or IoT solutions.
• Hands‑on experience integrating AI into Customer Success workflows to boost team productivity.
• Advanced proficiency with Gainsight or comparable Customer Success platforms.
• Demonstrated success partnering with Sales on expansion strategies and account planning.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while executing detailed, data‑backed plans.
• Coaching & Development: Passion for mentoring CSMs, turning activity‑based habits into outcome‑focused practices.
• Technical Acumen: Comfort with IoT data, SaaS metrics, and AI‑enabled tools.
• Communication: Exceptional written and verbal skills for influencing internal stakeholders and external customers.
• Problem Solving: Thrive on complex, evolving challenges and enjoy crafting innovative solutions.
• Collaboration: Proven ability to work cross‑functionally, breaking down silos to deliver a seamless customer experience.

Career Growth & Learning Opportunities

brighthush is a hyper‑growth environment where ambition is rewarded. In this role you will:

• Gain visibility with senior leadership across Sales, Product, and RevOps.
• Shape the future of Scale Customer Success, positioning yourself as a thought leader in AI‑driven engagement.
• Access a professional development stipend, leadership training programs, and mentorship from industry veterans.
• Earn the potential to advance into senior director or VP‑level roles as the organization continues to expand globally.

Culture, Work Environment & Inclusion at brighthush

At brighthush we celebrate a culture of ownership, collaboration, and relentless curiosity. Our core values include:

• Win Together: Success is a team sport; we celebrate wins and learn from setbacks collectively.
• Build for the Long Term: We focus on sustainable impact over short‑term gains.
• Continuous Learning: Curiosity fuels innovation; we provide resources for ongoing skill development.
• Diversity & Belonging: We welcome people of all backgrounds and strive to create an environment where every voice is heard.

This position is fully remote for candidates residing anywhere in the United States except the San Francisco Bay, New York City, and Washington, D.C. metro areas. Our flexible, employee‑led remote model empowers you to work where you are most productive while staying connected through virtual collaboration tools and periodic in‑person meet‑ups.

Compensation, Perks & Benefits

brighthush offers a competitive total rewards package designed to attract high‑impact builders:

• Base Salary + Variable Pay: Annual on‑target earnings (OTE) ranging from $125,902 to $190,440 USD, adjusted for geographic location.
• Equity Participation: Eligible employees receive stock options in a high‑growth public company.
• Health & Wellness: Comprehensive medical, dental, vision, and mental‑health coverage.
• Family Support: Generous parental leave, adoption assistance, and flexible work schedules.
• Professional Development: Annual stipend for courses, certifications, conferences, and learning platforms.
• Remote Work Flexibility: Home office allowance, coworking space credits, and a robust virtual collaboration ecosystem.
• Retirement Savings: 401(k) plan with company match.
• Recognition Programs: Quarterly awards, peer‑nominated honors, and performance‑based bonuses.

How to Apply

If you are ready to shape the future of physical‑world operations, drive AI‑enabled customer success at scale, and lead a high‑performing team, we want to hear from you. Click the link below to submit your application through our secure hiring portal.

Apply To This Job

Closing Statement

At brighthush, you will be surrounded by the brightest minds, empowered with the tools you need, and given the autonomy to make bold decisions. Your work will directly influence the safety, efficiency, and sustainability of the industries that keep our global economy moving. Take the next step in your career and become a catalyst for transformation. Apply today and start building the future with brighthush.