Senior Mid‑Market Customer Success Manager – Championing Retention, Expansion, and High‑Performing Teams in a Remote, Mission‑Driven Environment at brighthush

About brighthush – Empowering Human‑Services Agencies with Purpose‑Driven Technology

At brighthush, we’re on a mission to transform how human‑services agencies connect with the people they serve. Our cloud‑native platform blends data, workflow automation, and advanced analytics to help agencies streamline operations, deepen client engagement, and scale their impact. We believe technology should be a catalyst for change, not a barrier, and we’re committed to designing solutions that evolve alongside the needs of social‑service providers. If you’re passionate about leveraging technology to create measurable social impact, brighthush is the place where your work will matter.

Why brighthush is the Right Fit for Your Career

Working at brighthush means joining a remote‑first, high‑velocity team that values curiosity, collaboration, and continuous learning. We’re a nimble organization that moves fast, yet we never lose sight of the people we serve. Every day you’ll have the chance to:

• Collaborate with mission‑driven colleagues who genuinely care about the communities we empower.
• Own real impact – your decisions shape the experience of thousands of clients and the success of the entire organization.
• Grow professionally – we invest in your development through mentorship, training, and the opportunity to lead cross‑functional initiatives.
• Enjoy a flexible, remote‑first environment that supports work‑life balance and encourages creativity.
• Be part of a company that values diversity, inclusion, and the unique perspectives each team member brings.

Position Overview

We’re seeking an energetic, results‑oriented Senior Mid‑Market Customer Success Manager to lead a high‑performing team of Customer Success Managers (CSMs). In this role, you will be the champion of customer satisfaction, retention, and expansion across our mid‑market portfolio. You will set the vision for the team, coach and develop talent, and collaborate closely with product, sales, and support to ensure a seamless, end‑to‑end customer experience. Your leadership will directly influence the growth trajectory of brighthush and the success of the agencies we serve.

Key Responsibilities

• Team Leadership & Development: Provide strategic direction, coaching, and mentorship to a group of CSMs, ensuring they meet and exceed performance metrics while fostering a culture of continuous improvement.
• Executive Sponsorship: Act as the primary point of contact for key mid‑market accounts, building deep, multi‑threaded relationships and serving as an escalation resource for complex issues.
• Data‑Driven Strategy: Leverage customer and internal data to identify trends, uncover opportunities for upsell and renewal, and implement initiatives that enhance the overall customer journey.
• Cross‑Functional Collaboration: Partner with Customer Training, Implementation, Billing, and Support teams to ensure smooth onboarding, adoption, and ongoing service delivery.
• Renewal & Expansion Management: Own the end‑to‑end renewal process, ensuring timely contract renewals, accurate forecasting, and clear visibility throughout the cycle.
• Revenue Retention & Growth: Drive net revenue retention by leading the team to achieve renewal targets and consistently secure upsell and expansion opportunities.
• Industry Representation: Represent brighthush at industry conferences, webinars, and community events, sharing insights and building brand credibility.
• Process Improvement: Continuously evaluate and refine customer success processes, tools, and playbooks to increase efficiency and effectiveness.
• Reporting & Analytics: Produce regular reports for senior leadership on team performance, customer health, and revenue impact.
• Strategic Account Planning: Develop and execute account plans for high‑value mid‑market clients, aligning with broader business objectives.
• Talent Acquisition & Onboarding: Participate in hiring decisions, interview candidates, and design onboarding programs that accelerate new hires’ productivity.
• Customer Advocacy & Voice: Champion the voice of the customer within the organization, ensuring product and service enhancements reflect real user needs.

Essential Qualifications

• Minimum 5 years of experience in Customer Success or a related field, with at least 3 years in a leadership capacity.
• Proven track record of managing renewal, upsell, and expansion strategies that reduce churn and increase revenue.
• Strong proficiency with a CRM platform, using data to drive decision‑making and reporting.
• Exceptional communication, problem‑solving, and relationship‑management skills, with the ability to influence across all levels of the organization.
• Experience leading teams through change in a mission‑driven environment, maintaining high performance and service quality.
• Ability to juggle multiple initiatives, prioritize effectively, and deliver results in a fast‑paced, remote setting.
• Demonstrated ability to mentor and develop high‑potential talent, fostering a culture of accountability and growth.
• Strong analytical mindset with the capacity to translate complex data sets into actionable insights.

Preferred Qualifications

• Familiarity with Electronic Health Record (EHR) systems and the social services sector.
• Experience working with multi‑product portfolios and cross‑functional teams.
• Background in data analytics or a related discipline that supports evidence‑based decision‑making.
• Experience with SaaS subscription billing and revenue recognition.
• Knowledge of regulatory compliance standards relevant to the human‑services industry.

Skills & Competencies

• Strategic Thinking – Ability to translate customer insights into actionable plans that drive growth.
• Leadership & Coaching – Talent development, performance management, and fostering a culture of accountability.
• Customer Advocacy – Passion for championing the voice of the customer and ensuring their success.
• Analytical Acumen – Comfortable interpreting data, identifying trends, and making data‑driven recommendations.
• Collaboration – Proven track record of working effectively with cross‑functional teams to deliver seamless customer experiences.
• Adaptability – Thrives in a dynamic environment, managing change and ambiguity with confidence.
• Communication – Clear, concise, and persuasive in both written and verbal interactions.
• Project Management – Skilled at coordinating multiple initiatives, setting priorities, and meeting deadlines.
• Customer‑Centric Mindset – Deep empathy for end‑users and a relentless focus on delivering value.

Career Growth & Learning Opportunities

At brighthush, your career path is shaped by your ambition and performance. As a Senior Mid‑Market Customer Success Manager, you will:

• Progress to a Director of Customer Success role, overseeing a larger portfolio and shaping company‑wide strategy.
• Lead cross‑functional initiatives that influence product roadmap, go‑to‑market strategy, and customer experience design.
• Participate in leadership development programs, mentorship circles, and industry conferences to broaden your skill set.
• Benefit from a culture of knowledge sharing, where you can contribute to internal workshops, webinars, and community forums.
• Earn opportunities to speak at industry events, positioning yourself as a thought leader in the human‑services technology space.
• Access advanced analytics training, data science bootcamps, and certifications that keep you at the forefront of the field.
• Shape the future of brighthush’s customer success framework, leaving a lasting legacy.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, transparency, and a results‑oriented mindset. Our culture is built on:

• Trust & Autonomy: You’re empowered to make decisions, set priorities, and own your outcomes.
• Collaboration: Regular virtual town halls, team stand‑ups, and cross‑functional projects keep us connected.
• Well‑Being: We support mental and physical health through flexible schedules, wellness stipends, and a culture of open communication.
• Diversity & Inclusion: We celebrate diverse perspectives and are committed to creating an inclusive environment for all.
• Innovation: A culture that encourages experimentation, learning from failure, and celebrating successes.
• Community Impact: We partner with local nonprofits, host virtual volunteer days, and encourage employees to give back.
• Learning Culture: Monthly knowledge‑sharing sessions, lunch‑and‑learns, and a dedicated learning budget.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the impact you’ll bring to brighthush:

• Base Salary: $130,000 – $150,000 per year, commensurate with experience.
• Variable Compensation: Performance‑based bonuses tied to team and company goals.
• Unlimited PTO: Take the time you need to recharge and maintain work‑life balance.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• 401(k) Matching: We match your contributions to help you build a secure financial future.
• Paid Holidays & Paid Parental Leave: Generous paid time off for holidays and family milestones.
• Volunteer Time Off: Earn paid hours to give back to your community.
• Remote Work Stipend: Support for home‑office setup and connectivity.
• Professional Development: Access to courses, certifications, and conference attendance.
• Employee Recognition: Regular awards and shout‑outs for outstanding contributions.
• Equity Participation: Eligibility for a company equity program to share in brighthush’s growth.
• Wellness Programs: Gym membership discounts, mental health counseling, and mindfulness workshops.

Location

Remote – open to candidates across the United States. We value diverse perspectives and encourage applicants from all regions.

How to Apply

If you’re ready to lead a high‑impact Customer Success team, champion customer advocacy, and help shape the future of human‑services technology, we want to hear from you. Apply to brighthush today and join a team that’s dedicated to making a difference.

To submit your application, click the link below or visit our careers page:

Apply Now at brighthush

Equal Opportunity Employer

brighthush is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, disability, or any other protected status.