Senior Manager – Strategic Customer Success & Enterprise Retention Leader – Drive Growth & Loyalty at brighthush

About brighthush

brighthush is a trailblazing cloud‑first technology company that empowers the trades industry with end‑to‑end digital solutions. By marrying data‑driven insights with intuitive user experiences, we help service professionals streamline operations, boost profitability, and deliver exceptional customer experiences. Our mission is simple: transform the way tradespeople work, so they can focus on what they do best—providing high‑quality service to their clients. With a culture rooted in innovation, collaboration, and continuous learning, brighthush is poised for rapid growth and is looking for passionate leaders to join our journey.

Role Overview

As the Senior Manager of Strategic Customer Success, you will be the linchpin between our enterprise customers and the product, engineering, and sales teams. You will lead a high‑performing Customer Success squad, ensuring that our most valuable accounts not only stay satisfied but also expand their engagement with brighthush’s suite of solutions. Your strategic mindset, coaching prowess, and data‑driven approach will help us achieve record retention rates and unlock new revenue streams.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and scale a team of Customer Success Managers (CSMs) focused on enterprise accounts. Foster a culture of accountability, continuous improvement, and customer obsession.
• Retention & Expansion Strategy: Own the end‑to‑end customer journey for our top 30% of revenue accounts. Develop and execute proactive retention plans, upsell/cross‑sell roadmaps, and renewal strategies that drive predictable growth.
• Data‑Driven Decision Making: Leverage analytics to monitor health scores, churn risk, and expansion opportunities. Translate insights into actionable plans and share findings with executive leadership.
• Stakeholder Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on customer priorities, feature requests, and go‑to‑market initiatives.
• Process & Tool Optimization: Continuously refine CS processes, playbooks, and technology stack to increase efficiency and scalability.
• Customer Advocacy: Serve as the voice of the customer within brighthush, ensuring that feedback is captured and acted upon across the organization.
• Travel & On‑Site Engagement: Represent brighthush at key client sites and industry events, traveling up to 20% of the time to build deeper relationships.

Essential Qualifications

• Minimum 3+ years of people‑management experience in Customer Success or Account Management, preferably within a SaaS or enterprise software environment.
• Proven track record of driving retention and expansion metrics for high‑value accounts.
• Strong coaching and leadership skills, with the ability to inspire and develop a high‑performing team.
• Excellent business acumen: ability to translate customer needs into revenue opportunities.
• Exceptional communication and presentation skills, comfortable speaking with C‑suite executives.
• Proficiency with CRM and CS tools (e.g., Salesforce, Gainsight, HubSpot) and data‑analysis platforms (e.g., Tableau, Looker).
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience in the trades, home services, or related industries.
• Background in a high‑growth, fast‑paced startup or scale‑up environment.
• Hands‑on experience with customer health scoring models and churn‑prediction analytics.
• Knowledge of subscription billing and revenue recognition principles.
• Demonstrated success in building and scaling CS teams from scratch.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Analytical Mindset: Comfortable working with data to uncover trends and drive decisions.
• Relationship Building: Proven skill in cultivating long‑term partnerships with enterprise stakeholders.
• Change Management: Experience leading teams through periods of rapid growth and transformation.
• Customer‑Centricity: Deep empathy for customer pain points and a relentless focus on delivering value.
• Collaboration: Strong cross‑functional communication skills, working seamlessly with Sales, Product, Engineering, and Marketing.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Manager, you will:

• Advance to Director of Customer Success or VP of Customer Experience within 2–3 years, based on performance.
• Participate in leadership development programs, including executive coaching and strategic workshops.
• Lead cross‑departmental initiatives that shape product roadmap and go‑to‑market strategy.
• Attend industry conferences, webinars, and networking events to stay ahead of market trends.
• Access a robust learning library, including certifications in SaaS metrics, customer success frameworks, and data analytics.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and empowerment. Our remote‑first model gives you the flexibility to work from anywhere in the United States while staying connected through:

• Weekly all‑hands meetings and quarterly town halls.
• Monthly virtual coffee chats and team‑building activities.
• Open‑door policy with senior leadership, encouraging idea sharing and feedback.
• A commitment to work‑life balance, with generous paid time off and flexible scheduling.
• Inclusive hiring practices and a focus on diversity, equity, and inclusion.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and reward high performance:

• Base Salary: $168,200 – $269,900 per year, commensurate with experience.
• Bonus & Equity: Performance‑based bonus and stock‑option opportunities aligned with company growth.
• 401(k) Matching: Up to 4% match to help you build long‑term wealth.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Parental Leave: Generous paid parental leave for new parents.
• Professional Development: Reimbursement for courses, certifications, and conferences.
• Remote Work Resources: Stipend for home office setup and internet.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping an entire industry. You’ll have the chance to:

• Lead a high‑impact function that directly influences customer satisfaction and revenue growth.
• Collaborate with visionary founders and seasoned executives who value innovation and data‑driven decisions.
• Shape the future of our product suite by translating customer insights into actionable features.
• Grow your career in a fast‑paced, supportive environment that rewards initiative and results.
• Make a tangible difference for thousands of service professionals who rely on our technology to thrive.

How to Apply

Ready to take the next step in your career and help us elevate the customer experience at brighthush? Submit your application through our careers portal, and let’s explore how your expertise can drive our next wave of growth.