Senior Mid‑Market Customer Success Manager – AI‑Powered Retention & Expansion Champion Driving Global Growth, Customer Advocacy, and Data‑Driven Success at brighthush

About brighthush

brighthush is a trailblazing cloud‑based SaaS platform that transforms every wall, window, and surface into an intelligent, AI‑driven communication channel. Since our launch in 2015, we have empowered more than 10,000 customers across five continents, supported by a vibrant team of over 100 professionals located in Bangkok, Belfast, Los Angeles, Charlotte, and London. Our mission is simple yet powerful: to help organizations amplify engagement, productivity, and revenue by turning every surface into a dynamic digital signage platform that learns, adapts, and speaks directly to their audiences.

At brighthush, we believe the future of work is being reshaped by AI, and we’re building a culture where technology amplifies human impact. Our people—our “brighthushers”—are the heart of our success. They bring curiosity, experimentation, and a relentless drive to innovate. If you’re passionate about customer success, data‑driven decision making, and AI‑first thinking, you’ll thrive in our collaborative, fast‑paced environment.

Why This Role Matters

As a Senior Mid‑Market Customer Success Manager, you will own a portfolio of 300+ high‑value customers and be the catalyst for both retention and expansion. This is not a traditional high‑touch role; it’s a hybrid of digital automation and strategic human engagement. Your ability to prioritize, analyze signals, and act decisively will directly influence our ARR growth and customer satisfaction. You will be the bridge between our customers’ evolving needs and our product roadmap, ensuring that every interaction drives measurable value.

Key Responsibilities

• Portfolio Ownership: Manage a dynamic roster of 300+ mid‑market accounts, ensuring each customer receives the right level of engagement based on data‑driven insights.
• Retention & Renewal Excellence: Lead renewal conversations, mitigate churn risk, and secure contract extensions that protect existing ARR.
• Expansion & Upsell Leadership: Identify, qualify, and close expansion opportunities, meeting a quarterly expansion quota while maintaining a high win rate.
• Data‑Driven Prioritization: Leverage brighthush dashboards to surface intent signals, usage patterns, and risk indicators, enabling proactive outreach.
• Digital‑First Engagement: Automate routine touchpoints, but step in for high‑impact 1:1 interactions when the data signals a critical moment.
• Cross‑Functional Collaboration: Partner with Sales, Product, Support, and Marketing to align on customer journeys, product feedback, and upsell strategies.
• Forecasting & Reporting: Maintain accurate renewal and expansion forecasts, providing transparent visibility to leadership.
• Continuous Improvement: Experiment with new tools, processes, and AI capabilities to scale customer success without sacrificing quality.
• Customer Advocacy: Act as the voice of the customer within brighthush, championing their needs in product development and strategy sessions.
• Mentorship & Leadership: Coach junior CS team members, share best practices, and contribute to the evolution of our CS playbook.
• Strategic Account Planning: Develop and execute account plans that align with each customer’s business objectives and our growth targets.
• Health Score Management: Own the health score methodology, ensuring it reflects real‑time usage and engagement data.
• Community Building: Foster a community of users through webinars, user groups, and online forums to increase product adoption and advocacy.

Essential Qualifications

• 3+ years in SaaS Customer Success, Account Management, or a related role with proven experience in retention, renewals, and expansion.
• Strong commercial instincts: ability to conduct discovery, negotiate, and close deals.
• Proficiency with modern CRM, CS, automation, and AI platforms (e.g., brighthush).
• Data‑savvy mindset: comfortable interpreting health scores, usage metrics, and engagement analytics to drive action.
• Excellent communication skills—both written and verbal—across all stakeholder levels.
• Highly organized, proactive, and self‑motivated, thriving in a fast‑paced, remote‑first environment.
• Experience managing a large, high‑volume customer portfolio.
• Track record of meeting or exceeding quarterly expansion and renewal targets.
• Strong problem‑solving skills and the ability to translate complex data into actionable insights.

Preferred (but not mandatory) Qualifications

• Background in AI or data science, with a passion for leveraging technology to enhance customer outcomes.
• Previous exposure to digital signage or related B2B SaaS products.
• Fluency in multiple languages, especially English and a second language.
• Experience with AI‑driven customer health scoring and predictive analytics.
• Knowledge of the latest AI trends in customer success, such as intent‑based outreach and automated sentiment analysis.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while executing on granular tasks.
• Analytical Acumen: Translate complex data into actionable insights.
• Customer Advocacy: Champion the customer’s voice within the organization.
• Negotiation & Influence: Close deals and secure renewals with confidence.
• Adaptability: Embrace new tools, processes, and AI innovations.
• Collaboration: Work seamlessly with cross‑functional teams.
• Project Management: Lead initiatives, set timelines, and deliver results.
• Communication: Articulate complex concepts to both technical and non‑technical audiences.
• Customer‑Centric Mindset: Prioritize the customer’s success above all else.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As you master the art of data‑driven customer success, you’ll have opportunities to:

• Lead larger portfolios or transition into Enterprise Customer Success.
• Move into Product Management or Customer Experience Strategy roles.
• Take on mentorship or leadership positions within the CS organization.
• Participate in AI research projects that shape the future of customer engagement.
• Attend global conferences, workshops, and hackathons focused on AI, SaaS, and customer success.
• Earn certifications in customer success, data analytics, or AI fundamentals.
• Contribute to whitepapers and thought‑leadership pieces that position brighthush as an industry authority.
• Shadow senior leaders in strategy sessions to gain exposure to high‑level decision making.

We invest heavily in continuous learning—personal development budgets, AI training, and access to industry conferences are just the beginning. Our internal knowledge‑sharing platform hosts weekly “Lunch & Learn” sessions, where team members present case studies, new tools, and emerging trends. You’ll also have access to a mentorship program that pairs you with senior leaders across the organization.

Work Environment & Culture at brighthush

Our culture is built on trust, flexibility, and a shared commitment to excellence. Key highlights include:

• Hybrid‑First Flexibility: Work from the office or remotely—up to one month a year from anywhere in the world.
• Flexible Hours: Focus on results, not strict 9‑5 schedules.
• Unlimited PTO: Take the time you need to recharge, explore, or pursue personal projects.
• AI‑First Mindset: Access to cutting‑edge AI tools that empower you to deliver smarter, faster customer outcomes.
• Inclusive Community: Diverse teams, open dialogue, and a zero‑tolerance policy for bias.
• Wellness & Balance: Monthly wellness challenges, virtual fitness classes, and mental health resources.
• Community Impact: Quarterly volunteer days and partnerships with local NGOs.
• Transparent Leadership: Regular town halls and open Q&A sessions with the executive team.
• Innovation Labs: Dedicated time each quarter for experimentation and prototyping new ideas.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive base salary plus a performance‑based bonus tied to retention and expansion metrics. Additional perks include:

• 401(k) plan with company match.
• Comprehensive health coverage—medical, dental, vision, and mental health.
• Disability, life, and income protection.
• Generous parental leave for all parents.
• Home office stipend to create your ideal workspace.
• Personal development budget for courses, certifications, and conferences.
• Annual tech stipend for the latest gadgets and software.
• Employee referral bonus program.
• Equity options for long‑term ownership and alignment with company success.

We Celebrate Diversity & Inclusion

We recognize that the best ideas come from diverse perspectives. If you meet most of the qualifications but not all, we encourage you to apply. Your unique experience could be exactly what brighthush needs to push the boundaries of customer success.

How to Apply

Ready to join a team that’s redefining customer engagement through AI and data? Click the link below to submit your application and start your journey with brighthush.