Senior Mid-Market Customer Success Manager – Driving Adoption, Retention, and Revenue Growth for brighthush’s Innovative In‑Person GTM Solutions

About brighthush

brighthush is redefining the way professionals connect, engage, and grow in the real world. By turning every badge scan into a high‑quality, actionable lead, we empower revenue teams to transform trade shows, conferences, field events, and meetings into measurable, scalable, and revenue‑driving growth channels. Our AI‑native platform seamlessly captures, enriches, and syncs event data with real‑time CRM updates, giving companies a clear, data‑driven view of their in‑person marketing performance. In a digital landscape that’s increasingly saturated, brighthush is building the infrastructure that makes in‑person go‑to‑market measurable, scalable, and profitable.

Why brighthush?

• Mission‑Driven Innovation – Join a team that is creating a new category in the events and marketing technology space.
• Fast‑Paced Growth – Work in a startup environment where your ideas can shape product direction and company culture.
• Impactful Role – Your work directly influences customer success, revenue retention, and expansion.
• Remote‑First Flexibility – Fully remote with a global team, giving you the freedom to work from anywhere.
• Competitive Compensation & Equity – Earn a competitive salary, meaningful equity, and a comprehensive benefits package.

About the Role

As a Senior Mid‑Market Customer Success Manager at brighthush, you will own a portfolio of mid‑market customers, ensuring they are onboarded, achieve their goals, maximize product adoption, and experience the full value of our solutions. Reporting to the Director of Customer Success, you will collaborate closely with customers, internal teams, and decision‑makers to drive gross revenue retention, usage, and satisfaction within your accounts.

Key Responsibilities

• Onboard New Customers – Lead mid‑market customers through a seamless onboarding process, aligning on goals and ensuring strong adoption from day one.
• Monitor Health & Engagement – Regularly track customer health metrics, usage data, and engagement signals; proactively address risks to ensure long‑term success.
• Build & Maintain Relationships – Maintain regular touchpoints with key stakeholders and decision‑makers, strengthening relationships and delivering measurable value.
• Customer Education & Enablement – Conduct virtual training sessions, share best practices, and introduce new features to maximize product utilization.
• Conduct Business Reviews – Lead quarterly or semi‑annual business reviews (QBRs/ABRs) to recap progress, address challenges, and align on future goals.
• Drive Renewal & Expansion – Partner with the Account Management team to support renewal conversations and identify upsell or cross‑sell opportunities.
• Advocate for Customers – Serve as the voice of the customer, providing feedback to Product, Sales, and Marketing to improve the overall experience.
• Cross‑Functional Collaboration – Work with internal teams (Product, Engineering, Sales, Marketing) to resolve issues, implement solutions, and deliver a consistent customer journey.
• Process Creation & Standardization – Help create and standardize customer success best practices, documentation, and playbooks.

Essential Qualifications

• 3+ years of experience in customer success, account management, or a similar customer‑facing role.
• Proven track record managing mid‑market accounts (ARR $10K–$100K) in a SaaS or technology environment.
• Strong customer focus with a passion for understanding needs and aligning solutions to deliver measurable outcomes.
• Excellent communication and interpersonal skills, capable of connecting with a wide range of stakeholders.
• Proactive, self‑starter mindset with strong problem‑solving abilities and the capacity to manage multiple priorities.
• Data‑driven approach: comfortable using data to track customer health, measure success, and inform decision‑making.
• Experience with CRM tools (Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango) is a plus.
• Familiarity with common customer success methodologies: QBRs/ABRs, health checks, account mapping, and expansion playbooks.

Preferred Qualifications

• Experience in the events, marketing technology, or go‑to‑market solutions space.
• Background in AI or data‑rich platforms that enhance customer engagement.
• Previous experience in a high‑growth startup environment.
• Knowledge of revenue operations and the full sales funnel.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Analytical Acumen – Strong quantitative skills to interpret usage data and health metrics.
• Relationship Building – Proven ability to build trust and influence at all levels.
• Communication Excellence – Clear, concise, and persuasive written and verbal communication.
• Collaboration & Teamwork – Thrive in cross‑functional teams and partner with multiple departments.
• Adaptability & Resilience – Comfortable with ambiguity and able to pivot quickly in a fast‑moving environment.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the company itself. You will:

• Progress from Customer Success Manager to Senior Manager or Director roles within 1–2 years.
• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Participate in leadership development programs, mentorship, and industry conferences.
• Earn meaningful equity that grows with the company’s success.

Work Environment & Company Culture

Our culture is built on transparency, collaboration, and continuous learning. We celebrate diversity, encourage experimentation, and reward results. As a fully remote team, we rely on digital collaboration tools, weekly all‑hands meetings, Apply for this job