Senior Mid‑Market Customer Success Manager – Accelerating Adoption, Retention, and Revenue Growth for brighthush’s AI‑Powered In‑Person Go‑to‑Market Solutions

Welcome to brighthush – Where In‑Person Events Meet AI‑Driven Insight

At brighthush, we’re rewriting the playbook for how brands connect with audiences in the real world. Every badge scan, every handshake, and every conversation is transformed into a high‑quality, actionable lead that feeds directly into your revenue engine. By marrying cutting‑edge AI with a seamless, cloud‑native platform, we empower marketing, sales, and field teams to turn trade shows, conferences, field events, and in‑person meetings into measurable, scalable, and profit‑driving growth channels.

In a world that’s increasingly digital, brighthush is the bridge that brings data, insight, and revenue into the physical space. Our platform captures, enriches, and syncs event data with real‑time CRM updates, giving companies a crystal‑clear, data‑driven view of their in‑person marketing performance. If you’re passionate about turning moments into metrics and want to be part of a company that’s creating a new category in the events and marketing technology space, read on.

Why brighthush? – The Brighthush Advantage

• Mission‑Driven Innovation – Join a team that’s building the future of in‑person marketing, turning every interaction into a measurable opportunity.
• Fast‑Paced Growth – Work in a startup environment where your ideas shape product direction, customer experience, and company culture.
• Impactful Role – Your work directly influences customer success, revenue retention, and expansion – you’ll see the results of your efforts in real time.
• Remote‑First Flexibility – Fully remote with a global team, giving you the freedom to work from anywhere while staying connected through digital collaboration tools.
• Competitive Compensation & Equity – Earn a base salary that reflects your experience, performance‑based bonuses, and meaningful equity that grows with the company.
• Data‑Centric Culture – Thrive in an environment where decisions are driven by real‑time analytics, customer insights, and a relentless focus on outcomes.
• Collaborative Spirit – Work alongside product, engineering, sales, and marketing teams to create seamless customer journeys.
• Continuous Learning – Access to industry conferences, certifications, internal knowledge sharing sessions, and a culture that rewards curiosity.

Role Overview – Your Mission as a Senior Mid‑Market Customer Success Manager

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. Your strategic vision and hands‑on execution will be pivotal in turning satisfied customers into long‑term advocates and revenue champions.

Key Responsibilities – What You’ll Do Every Day

• 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.
• Data‑Driven Insight Generation – Translate usage data into actionable insights, presenting findings to both customers and internal stakeholders.
• Risk Mitigation & Escalation Management – Identify early warning signs of churn, coordinate rapid response plans, and ensure timely resolution of escalated issues.

Essential Qualifications – What We Expect

• 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 (brighthush, Salesforce) and customer success platforms (brighthush, Gainsight, Totango) is a plus.
• Familiarity with common customer success methodologies: QBRs/ABRs, health checks, account mapping, and expansion playbooks.
• Strong organizational skills and meticulous attention to detail.
• Ability to thrive in a fast‑moving, remote‑first environment.

Preferred Qualifications – Bonus Points

• 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.
• Experience leading cross‑functional initiatives or product launches.
• Advanced proficiency in data visualization tools (e.g., brighthush, Power BI).

Skills & Competencies – What Makes You a Success

• 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.
• Customer‑Centric Mindset – Deep empathy for customer challenges and a relentless drive to solve them.
• Project Management – Ability to juggle multiple initiatives, set priorities, and deliver on time.

Career Growth & Learning Opportunities – Your Path at brighthush

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.
• Take ownership of new product launches and go‑to‑market strategies.
• Develop expertise in AI‑driven analytics and event‑centric marketing solutions.

Work Environment & Company Culture – Where You’ll Thrive

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, and a strong sense of community that transcends geographic boundaries. We foster a growth mindset, where curiosity is rewarded and every team member’s voice is heard. Our leadership is approachable, and we maintain an open‑door policy—even in a virtual setting.

Compensation & Benefits – What You’ll Receive

While specific figures vary based on experience, we offer a competitive base salary, performance‑based bonuses, and equity that reflects your contribution to the company’s growth. Our benefits package includes comprehensive health, dental, and vision coverage, a generous paid time off policy, flexible work hours, and a stipend for home office equipment. We also provide access to professional development resources, including courses, certifications, and conference sponsorships. Additional perks include:

• Unlimited vacation policy to support work‑life balance.
• Monthly wellness stipend for fitness or mental health activities.
• Annual team retreats and virtual social events.
• Employee referral bonuses and recognition programs.

How to Apply – Join the brighthush Revolution

If you’re ready to take your career to the next level and help shape the future of in‑person marketing, we’d love to hear from you. Submit your application through our careers portal or click the link below to apply directly.