Senior Manager – Strategic Customer Success & Growth Leadership – Driving Retention, Expansion, and Customer Experience Excellence at brighthush
About brighthush
brighthush is a trailblazing technology company that empowers service‑based businesses to scale, innovate, and deliver world‑class customer experiences. With a mission to transform the way field service teams operate, we blend cutting‑edge software, data analytics, and a customer‑centric culture to help our partners grow faster and smarter. Our team is built on curiosity, resilience, and a relentless pursuit of excellence. If you’re ready to join a high‑impact, collaborative environment where your ideas shape the future of the industry, brighthush is the place for you.
Why This Role Matters
As the Senior Manager of Strategic Customer Success, you will be the linchpin between our most valuable clients and the entire brighthush organization. Your leadership will directly influence customer retention, expansion revenue, and the overall health of our partner ecosystem. You’ll mentor a high‑performing team of Customer Success Managers (CSMs), set ambitious yet attainable goals, and create a culture where every team member feels empowered to deliver measurable ROI for our customers.
Key Responsibilities
- Team Leadership & Development – Manage a squad of 8–10 CSMs, coaching them to become consultative leaders who own their customers’ success stories.
- Retention & Expansion Strategy – Partner with CSMs to design and execute retention plans, identify upsell opportunities, and drive measurable business outcomes for enterprise accounts.
- Operational Excellence – Establish clear KPIs, metrics, and processes that ensure each CSM runs their business with precision, accountability, and a data‑driven mindset.
- Risk Management – Anticipate and mitigate risks early, engaging with executive stakeholders to align on resolution strategies and maintain customer confidence.
- Strategic Execution – Translate company‑wide priorities into actionable plans, track progress, and communicate insights to senior leadership through dashboards and regular updates.
- Cross‑Functional Collaboration – Work closely with Product, Sales, Onboarding, and Support teams to create a seamless customer journey and ensure internal alignment.
- Customer Voice Champion – Capture, synthesize, and advocate for customer feedback, influencing product roadmap decisions and continuous improvement initiatives.
- Talent Acquisition & Scaling – Recruit, onboard, and mentor top talent, fostering a culture of passion, curiosity, and care that attracts and retains high‑potential professionals.
- Autonomous Decision‑Making – Thrive in a fast‑moving environment, taking ownership of outcomes while collaborating across teams to achieve shared objectives.
What You’ll Bring
- 3+ years of people‑management experience in Customer Success or Account Management, preferably within strategic or enterprise teams.
- Proven track record in renewal and expansion motions, consistently hitting or exceeding revenue targets and forecasting goals.
- Exceptional coaching and leadership skills, with a talent for motivating teams, fostering trust, and cultivating a culture of collaboration and accountability.
- Strong business acumen and the ability to consult on best practices, process optimization, and ROI realization for customers.
- High emotional intelligence, with excellent listening, empathy, and communication skills that enable you to build lasting relationships at all levels.
- Outstanding organizational and project‑management capabilities, capable of juggling multiple priorities with precision.
- A proactive, owner mindset, resilient in navigating ambiguity and turning challenges into opportunities.
- Willingness to travel up to 20% to meet with key customers and partners.
Who You Are
- Passionate, driven, and genuinely invested in the success of both your team and your customers.
- A problem solver who thrives on challenges, is curious, and always seeks innovative solutions.
- Organized and detail‑oriented, with a track record of follow‑through and execution.
- A true owner who sees issues, takes action, and never waits for someone else to step in.
Career Growth & Learning Opportunities
At brighthush, we believe that learning is a lifelong journey. As a Senior Manager, you will have access to:
- Executive‑level mentorship programs that pair you with senior leaders across the organization.
- Structured leadership training modules covering strategic thinking, data analytics, and advanced coaching techniques.
- Cross‑functional project assignments that broaden your skill set and expose you to new business domains.
- Annual conference sponsorships and industry event participation to keep you at the forefront of customer success trends.
- Internal knowledge‑sharing sessions where you can present insights, best practices, and case studies to the broader community.
Work Environment & Culture
brighthush is built on a foundation of transparency, collaboration, and a shared commitment to customer impact. Our culture is defined by:
- Flexibility: Flexible work hours and remote‑first policies that support work‑life balance.
- Recognition: Peer‑nominated awards, performance bonuses, and public shout‑outs for exceptional achievements.
- Innovation: A sandbox mentality that encourages experimentation, rapid prototyping, and data‑driven decision making.
- Diversity & Inclusion: A vibrant community that celebrates individuality and actively seeks diverse perspectives.
- Well‑being: Comprehensive health, wellness, and mental‑health resources, including telehealth, mindfulness programs, and wellness stipends.
Compensation & Benefits
While specific figures vary by location and experience, brighthush offers a competitive total‑compensation package that includes:
- Base salary commensurate with market rates for senior leadership roles in the tech industry.
- Variable incentive plans tied to individual, team, and company performance.
- Equity options that align your success with the long‑term growth of brighthush.
- Comprehensive health coverage: medical, dental, vision, and mental‑health benefits with employer‑paid premiums.
- Retirement plans with company matching contributions.
- Paid parental leave, fertility support, adoption reimbursement, and other family‑friendly benefits.
- Pet insurance, legal advisory services, financial planning tools, and more.
How to Apply
If you are a strategic thinker, a people‑centric leader, and a relentless advocate for customer success, we want to hear from you. Join brighthush and help shape the future of field service technology while building a rewarding career that challenges the status quo.