Senior Mid‑Market Customer Success Analyst – Championing Adoption, Engagement, and Strategic Value at brighthush

About brighthush and the Opportunity

At brighthush, we’re redefining the way mid‑market enterprises unlock the full potential of their software investments. Our mission is to empower businesses to achieve sustainable growth by turning technology into a strategic advantage. As a fast‑growing SaaS company, we pride ourselves on a culture of innovation, data‑driven decision making, and a relentless focus on customer success. If you’re passionate about turning insights into action, fostering lasting partnerships, and driving measurable impact, brighthush offers the platform to elevate your career while shaping the future of the industry.

Why This Role Matters

The Senior Mid‑Market Customer Success Analyst is a pivotal role that bridges the gap between data, strategy, and customer experience. You’ll be the analytical engine behind our adoption and engagement initiatives, ensuring that each mid‑market client not only uses our platform but thrives with it. Your work will directly influence renewal rates, upsell opportunities, and the overall health of our customer base. In short, you’ll help turn every client interaction into a story of success.

Key Responsibilities

• Data‑Driven Adoption Strategy: Design, implement, and refine adoption frameworks that track product usage, feature adoption, and engagement metrics across the mid‑market portfolio.
• Customer Health Scoring: Build and maintain dynamic health scores that combine quantitative usage data with qualitative feedback to predict churn risk and identify upsell opportunities.
• Insight Generation: Conduct deep dives into customer journeys, surface actionable insights, and present findings to cross‑functional teams (Sales, Product, Marketing, and Support).
• Strategic Advisory: Partner with Customer Success Managers to develop tailored success plans, ensuring that each client’s objectives are met through data‑backed recommendations.
• Process Optimization: Identify bottlenecks in the customer lifecycle, propose automation solutions, and collaborate with engineering to enhance reporting dashboards.
• Thought Leadership: Author whitepapers, case studies, and internal knowledge bases that showcase best practices and success stories across the mid‑market segment.
• Stakeholder Collaboration: Work closely with Product Management to influence roadmap decisions based on customer usage patterns and pain points.
• Performance Tracking: Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Time‑to‑Value (TTV), and report on trends and outcomes.
• Continuous Learning: Stay current on industry trends, emerging technologies, and best practices in customer success analytics.

Essential Qualifications

• Bachelor’s degree in Business, Statistics, Computer Science, or a related field.
• 5+ years of experience in customer success, product analytics, or a data‑centric role within a SaaS environment.
• Proficiency with analytics tools such as SQL, Python/R, Tableau, Power BI, or Looker.
• Strong analytical mindset with the ability to translate complex data sets into clear, actionable insights.
• Excellent communication skills—capable of presenting findings to both technical and non‑technical audiences.
• Experience building and maintaining customer health scoring models.
• Demonstrated ability to influence cross‑functional teams and drive data‑driven decisions.

Preferred Qualifications

• Advanced degree (MBA, MS, PhD) in a quantitative discipline.
• Experience with customer success platforms such as Gainsight, Totango, or similar.
• Background in a high‑growth SaaS company with a focus on mid‑market accounts.
• Knowledge of the broader customer success ecosystem, including CSAT, NPS, and churn analytics.
• Proven track record of leading initiatives that resulted in measurable improvements in adoption or renewal rates.

Core Skills & Competencies

• Data Analysis & Visualization: Mastery of data manipulation, statistical modeling, and storytelling through dashboards.
• Strategic Thinking: Ability to align customer insights with business objectives and long‑term strategy.
• Project Management: Skilled at managing multiple projects simultaneously while meeting deadlines.
• Collaboration: Comfortable working with Sales, Product, Marketing, and Support to achieve shared goals.
• Customer‑Centric Mindset: Passion for understanding customer pain points and advocating for their success.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Mid‑Market Customer Success Analyst, you’ll have the chance to:

• Progress into leadership roles such as Customer Success Manager, Director of Customer Success Analytics, or Head of Customer Success.
• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Participate in mentorship programs, both as a mentor and mentee, fostering a culture of continuous improvement.
• Attend industry conferences, webinars, and training sessions—many of which are fully sponsored by brighthush.
• Contribute to internal knowledge bases, thought‑leadership pieces, and industry publications.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to excellence. You’ll find:

• A remote‑first workplace that values flexibility while encouraging regular virtual check‑ins and team building.
• Weekly “Lunch & Learn” sessions where teams share insights, new tools, or industry trends.
• Open‑door leadership—executives are accessible and receptive to ideas from all levels.
• A focus on work‑life balance, with generous paid time off, mental health days, and wellness stipends.
• A diverse and inclusive environment where every voice is heard and celebrated.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior analytics roles.
• Performance‑based bonuses tied to individual and company metrics.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Unlimited paid time off (PTO) and flexible working hours.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including gym memberships, meditation apps, and virtual fitness classes.
• Regular team retreats and social events to strengthen camaraderie.

How to Apply

Ready to make a tangible impact on mid‑market customer success? Submit your resume, a cover letter detailing your analytical achievements, and any relevant portfolio or case studies. We’re excited to explore how your expertise can help brighthush and our clients reach new heights.

Join brighthush – Where Data Meets Impact

At brighthush, you’re not just filling a role—you’re shaping the future of customer success. If you thrive on turning data into strategy, enjoy collaborating across teams, and are eager to drive measurable growth for our clients, we want to hear from you. Apply today and become part of a company that values innovation, integrity, and the relentless pursuit of excellence.