Senior Mid‑Market Customer Success Manager – Championing Multi‑Location Self‑Care Businesses, Driving Retention, Expansion, and Strategic Growth at brighthush

Welcome to brighthush – Where Self‑Care Meets Innovation

brighthush is the leading client‑experience platform that empowers appointment‑based, self‑care businesses to deliver unforgettable moments to their clients. Since our launch in 2016, we have listened to salon managers, spa owners, medspa operators, barbershops, and wellness studios to understand their day‑to‑day challenges. The result is a modern, intuitive platform that not only helps our customers survive but also thrive in a competitive market.

Our roots may have begun in hair salons, but our vision extends far beyond. We serve a diverse ecosystem of self‑care businesses, each with unique needs and aspirations. At brighthush, we fuse technology with empathy, creating solutions that simplify operations, amplify revenue, and elevate the client experience. We are driven by curiosity, experimentation, and a relentless pursuit of elegant, data‑driven outcomes.

We celebrate diversity, equity, and inclusion. Our team is a mosaic of backgrounds, perspectives, and expertise. We believe that openness about who we are and what we do fuels the best work of our lives. If you share this commitment, you’ll find a place where your voice matters and your impact is tangible.

Why brighthush?

In a world where self‑care businesses are constantly evolving, brighthush stands at the intersection of technology and human connection. We are not just a software company; we are a partner that walks with our clients through every milestone—onboarding, growth, and renewal. By joining brighthush, you become part of a movement that transforms how people experience beauty, wellness, and self‑care.

Role Overview

As a Senior Mid‑Market Customer Success Manager, you will own a portfolio of sophisticated, multi‑location self‑care businesses from onboarding through renewal. Your primary mission is retention—ensuring that each client derives lasting value from brighthush and continues to grow with us. You will be the trusted advisor, the advocate, and the catalyst for expansion within your book of business.

Working closely with Onboarding, Sales, Support, and Product, you will translate customer insights into actionable strategies that drive adoption, upsell, and cross‑sell. Your influence will shape the future of brighthush’s platform and the success of the self‑care industry as a whole.

Key Responsibilities

• Own the customer journey post‑onboarding. Guide clients toward sustained value, ensuring they achieve their business goals with brighthush.
• Drive retention and renewal. Monitor account health, identify risk signals, and lead contract renewals with data‑backed judgment.
• Execute structured check‑ins and business reviews. Conduct regular account planning sessions, aligning client objectives with platform capabilities.
• Build trusted relationships. Engage stakeholders across each account, becoming the go‑to point of contact for strategic discussions.
• Advocate for customers. Relay feedback, trends, and risks to Product and cross‑functional teams, influencing roadmap decisions.
• Identify growth opportunities. Spot adoption gaps and recommend upsell or cross‑sell initiatives that align with client needs.
• Mentor junior CSMs. Serve as a resource for newer team members, guiding them through complex account situations and escalations.
• Collaborate with internal teams. Partner with Sales, Marketing, and Product to align customer success initiatives with broader company goals.
• Analyze performance metrics. Use data to assess health scores, adoption rates, and revenue impact, presenting insights to stakeholders.
• Champion continuous improvement. Identify process gaps and propose enhancements that streamline workflows and improve customer satisfaction.

Essential Qualifications

• 3+ years managing a Mid‑Market book of business with a proven track record in retention, renewals, and relationship management.
• Experience independently handling complex, multi‑location accounts with minimal oversight.
• Strong business acumen—understanding customer goals, spotting risk early, and knowing when to involve internal partners.
• Exceptional emotional intelligence—clear, empathetic communication that preserves trust while delivering direct messages.
• Comfort with competing priorities and evolving processes, coupled with a high bar for follow‑through.
• Growth mindset—leveraging customer context and usage data to make data‑driven recommendations and uncover expansion opportunities.
• Interest or experience mentoring newer CSMs, or a clear desire to grow into a leadership role.
• Bachelor’s degree preferred; equivalent professional experience will be considered.

Preferred Qualifications

• Background in the salon, spa, medspa, or wellness industry.
• Experience with SaaS customer success in a B2B environment.
• Proficiency in CRM and customer success platforms (e.g., brighthush).
• Track record of driving adoption metrics and achieving upsell targets.
• Experience with data‑driven customer health scoring models.

Skills & Competencies

• Strategic Thinking. Ability to see the big picture while managing day‑to‑day details.
• Analytical Acumen. Comfortable interpreting usage data, financial metrics, and health scores.
• Communication Excellence. Articulate complex concepts to both technical and non‑technical audiences.
• Collaboration. Work seamlessly with cross‑functional teams to deliver customer value.
• Problem‑Solving. Turn challenges into opportunities for improvement.
• Adaptability. Thrive in a fast‑moving, evolving environment.
• Leadership. Inspire and guide junior team members toward shared goals.
• Customer‑Centric Mindset. Prioritize the client’s success above all else.

Career Growth & Learning

At brighthush, your career trajectory is as dynamic as the industry we serve. You will have the opportunity to:

• Progress from Senior CSM to Lead CSM or Customer Success Director, overseeing larger portfolios and mentoring teams.
• Participate in strategic initiatives that shape product development and go‑to‑market strategies.
• Attend industry conferences, workshops, and internal knowledge‑sharing sessions to stay ahead of trends.
• Leverage our learning platform to acquire new skills in data analysis, negotiation, and leadership.
• Take on cross‑functional projects that broaden your skill set and increase your visibility across the organization.

Work Environment & Culture

brighthush is a hybrid of innovation and community. We are large enough to transform the self‑care industry yet small enough that your work is visible and valued. Our culture is built on:

• High Standards. We set ambitious goals and hold ourselves accountable.
• Genuine Care. We prioritize well‑being, offering resources to support both personal and professional growth.
• Transparency. Open communication flows across all levels.
• Collaboration. Cross‑functional teamwork is the engine of our success.
• Continuous Learning. We encourage curiosity and experimentation.
• Flexibility. Remote work options and a supportive environment that respects work‑life balance.

Compensation & Benefits

We structure compensation to balance internal equity with local market competitiveness. For U.S. candidates, the base salary range is $92,000 per year, with a variable compensation program targeting $23,000 in on‑target earnings. Final compensation depends on experience, location, and performance.

All full‑time employees receive:

• Competitive base pay and performance bonus eligibility.
• Equity participation—share in brighthush’s long‑term success.
• Comprehensive medical coverage (up to 100% employee premium, 75% dependent).
• Annual $1,200 HSA employer contribution.
• Full coverage for dental, vision, life, and disability insurance.
• 12 weeks of fully paid U.S. parental leave for all new parents.
• Flexible paid time off plus 10 U.S. company holidays.
• Fully remote work with a $200 home‑office setup allowance and $50 monthly WFH reimbursement.
• $200 quarterly brighthush Bucks to support your well‑being and industry engagement.
• Additional perks such as brighthush membership and an Employee Assistant Program.

How to Apply

Ready to make a lasting impact in the self‑care industry? Join brighthush and help us create moments that matter. Submit your application through our careers portal and let’s explore how your expertise can elevate our clients and our mission.