Senior Mid-Market Customer Success Team Manager – Driving Growth, Retention, and Technical Excellence at brighthush
About brighthush
brighthush is a trailblazing technology company that is redefining the interior décor experience for consumers and retailers worldwide. With a presence in more than 80 countries, we partner with Fortune 500 retailers, boutique home‑goods stores, and everything in between. Our mission is simple yet ambitious: to make interior design effortless, immersive, and accessible through cutting‑edge augmented‑reality tools. Recognized by Deloitte as one of the fastest‑growing tech companies for multiple consecutive years, brighthush is on a relentless quest to build an iconic global brand that blends design, technology, and customer obsession.
Our Product – The Future of Home Décor
Imagine walking into your living room and instantly seeing how a new rug, paint color, or piece of furniture would look in your space. brighthush’s proprietary AR platform lets you upload a photo of your room from your phone and overlay thousands of products in real time. Whether you’re redesigning a kitchen, refreshing a bedroom, or simply exploring new trends, our intuitive interface turns the daunting task of visualizing products into a seamless, enjoyable experience. The result? Higher conversion rates, lower return rates, and delighted customers who feel confident in their purchases.
About the Role
We are looking for an experienced, results‑driven Senior Mid‑Market Customer Success Team Manager to lead our growing customer success organization. In this role, you will build and mentor a high‑performing team of Customer Success Managers (CSMs), drive customer retention and expansion, and serve as the bridge between our customers and cross‑functional teams such as Product, Sales, and Leadership. If you thrive in a fast‑paced, data‑driven environment and are passionate about turning customer insights into tangible business outcomes, brighthush wants to hear from you.
Key Responsibilities
- Team Leadership & Development – Recruit, onboard, and coach a team of CSMs, fostering a culture of continuous improvement, accountability, and customer advocacy.
- Customer Retention & Growth – Design and execute strategies that maintain a high retention rate while identifying upsell and cross‑sell opportunities within the mid‑market portfolio.
- Process & Program Design – Own the end‑to‑end customer success lifecycle, from onboarding to renewal, and implement scalable processes that improve efficiency and customer experience.
- Data‑Driven Decision Making – Leverage analytics tools (Google Workspace, Salesforce, and custom dashboards) to track key metrics, surface trends, and recommend actionable insights to senior leadership.
- Customer Advocacy – Act as the voice of the customer, translating feedback into product enhancements, feature requests, and service improvements.
- Escalation Management – Lead the resolution of high‑impact escalations, ensuring timely and satisfactory outcomes while maintaining strong relationships.
- Knowledge Management – Build and maintain a central repository of technical solutions, best practices, and troubleshooting guides to empower the CSM team and reduce time‑to‑resolution.
- Cross‑Functional Collaboration – Partner with Product, Engineering, Marketing, and Sales to align on customer needs, roadmap priorities, and go‑to‑market initiatives.
- Continuous Improvement – Champion a culture of experimentation, learning, and process refinement to keep brighthush at the forefront of customer success excellence.
Essential Qualifications
- 5+ years of progressive experience in Customer Success, Account Management, or a related role within a SaaS environment.
- Proven track record of driving customer satisfaction, retention, and revenue growth at scale.
- Strong leadership skills with experience managing and developing high‑performing teams.
- Excellent written and verbal communication abilities, with the capacity to influence stakeholders at all levels.
- Analytical mindset: comfortable working with data, generating insights, and making strategic recommendations.
- Proficiency in Google Workspace (Sheets, Docs) and Salesforce; experience with other CRM or analytics platforms is a plus.
- Fluency in a second language is a bonus, reflecting our global customer base.
Preferred Qualifications
- Experience in the interior décor, retail, or e‑commerce sectors.
- Background in building or scaling customer success teams in a high‑growth startup.
- Knowledge of AR/VR technologies and their application in consumer products.
- Hands‑on experience with customer success metrics such as NPS, CSAT, churn, and expansion revenue.
- Demonstrated ability to create and maintain knowledge bases and internal documentation.
Skills & Competencies
- Strategic Thinking – Ability to see the big picture while managing day‑to‑day operations.
- Customer Obsession – Deep empathy for customer pain points and a relentless drive to solve them.
- Leadership & Coaching – Talent to inspire, mentor, and develop others.
- Data Literacy – Comfortable turning numbers into stories that inform decisions.
- Collaboration – Proven success working cross‑functionally to achieve shared goals.
- Adaptability – Thrive in a fast‑moving, evolving environment.
- Communication – Clear, concise, and persuasive in both written and verbal formats.
Career Growth & Learning Opportunities
At brighthush, we believe that the growth of our people is the foundation of our success. As a Senior Mid‑Market Customer Success Team Manager, you will:
- Lead a high‑impact team that directly influences revenue and customer satisfaction.
- Gain exposure to product strategy, go‑to‑market planning, and executive leadership.
- Participate in leadership development programs, mentorship, and industry conferences.
- Have the opportunity to shape the future of our customer success organization and leave a lasting legacy.
Work Environment & Culture at brighthush
We are a remote‑first company that values flexibility, ownership, and curiosity. Our culture is built on:
- Ownership Mentality – Every team member is empowered to make decisions that impact the customer experience.
- Curiosity & Detail Orientation – We obsess over the details that drive long‑term success.
- Speed & Execution – We act with urgency and celebrate the results of our hard work.
- Family & Well‑Being – Generous parental leave, work‑from‑home stipends, and a birthday off for you and the company.
- Inclusive & Equitable – We are committed to fostering a diverse, inclusive, and accessible environment for all.
- Learning & Development – Continuous learning is encouraged through workshops, courses, and knowledge sharing.
Compensation & Benefits
While the base salary range for this role in Ontario is $100,000 – $125,000, we are flexible and willing to tailor compensation to match the unique experience and value you bring. In addition to competitive pay, we offer:
- Quarterly performance bonuses tied to team and company metrics.
- Health, dental, and vision insurance plans.
- 401(k) or equivalent retirement savings plan with company match.
- Unlimited paid time off policy (subject to managerial approval).
- Remote‑work stipend to set up your home office.
- Professional development budget for courses, certifications, and conferences.
- Employee stock options or equity participation.
How to Apply
Ready to take the next step in your career and help shape the future of interior décor technology? Follow these simple steps:
- Upload your resume and complete a brief questionnaire on our careers portal.
- We’ll schedule a video call to discuss your experience and assess fit.
- Complete a take‑home assessment that showcases your problem‑solving and communication skills.
- Attend a second video interview with cross‑functional leaders.
- Meet one of the founders for a final conversation.
Apply for this job