Senior Mid‑Market Customer Success Manager – Lead, Grow, and Drive Client Success at brighthush

About brighthush

brighthush is a forward‑thinking SaaS company that is redefining how businesses engage with their customers. With a mission to empower mid‑market enterprises to deliver exceptional client experiences, brighthush blends cutting‑edge technology, data‑driven insights, and a culture of continuous learning. Our platform is trusted by thousands of organizations worldwide, and we’re on a rapid growth trajectory that offers unparalleled opportunities for career advancement and professional development.

Why Join brighthush?

At brighthush, we believe that the success of our customers is the success of our people. We foster a collaborative, inclusive, and high‑performance environment where ideas are valued and innovation is celebrated. As a member of our Customer Success team, you’ll:

• Work with a passionate, cross‑functional group that includes Sales, Product, Engineering, and Marketing.
• Drive measurable impact on customer retention, expansion, and satisfaction.
• Shape the future of our customer success strategy and play a key role in shaping product roadmap decisions.
• Enjoy a flexible, fully remote work model that supports work‑life balance across Canada.
• Benefit from a competitive salary, equity participation, and a comprehensive benefits package.

Key Responsibilities

As the Mid‑Market Customer Success Manager, you will lead a high‑performing team of Customer Success Specialists and be the primary advocate for our mid‑market clients. Your day‑to‑day responsibilities will include:

• Team Leadership & Development: Hire, coach, and mentor a team of 4–6 Customer Success Specialists, setting clear performance goals and fostering a culture of continuous improvement.
• Account Management: Own the end‑to‑end customer journey for a portfolio of mid‑market accounts, ensuring successful onboarding, adoption, and renewal.
• Strategic Growth: Identify upsell and cross‑sell opportunities, collaborate with Sales and Product teams to create tailored expansion plans, and drive revenue growth.
• Data‑Driven Decision Making: Leverage Salesforce, Google Workspace, and internal analytics tools to monitor key metrics (NPS, CSAT, churn, expansion revenue) and report insights to senior leadership.
• Process & Tool Optimization: Continuously refine customer success workflows, documentation, and automation to increase efficiency and scalability.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating client feedback into actionable product enhancements.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Marketing to align on feature releases, customer education, and go‑to‑market initiatives.
• Risk Management: Proactively identify at‑risk accounts, develop mitigation plans, and execute crisis management when necessary.
• Reporting & Forecasting: Provide accurate quarterly and annual forecasts for renewal and expansion revenue, and present findings to executive leadership.

Essential Qualifications

• 5+ years of progressive experience in Customer Success, Account Management, or related roles within a SaaS environment.
• Proven track record of managing and scaling a customer success team, with measurable improvements in NPS, churn, and expansion metrics.
• Strong leadership skills: ability to inspire, coach, and develop talent while maintaining high engagement.
• Exceptional communication and presentation skills, capable of articulating complex ideas to both technical and non‑technical audiences.
• Advanced analytical mindset: comfortable working with data, creating dashboards, and deriving actionable insights.
• Proficiency with Salesforce, Google Workspace (Sheets, Docs, Slides), and other CRM/analytics tools.
• Experience with mid‑market account management, including a deep understanding of the unique challenges and opportunities in this segment.
• Fluency in English (both written and spoken). Additional language skills are a plus.

Preferred Qualifications

• Experience in the technology or interior‑decor industry is highly desirable.
• Background in data‑driven customer success frameworks such as the Customer Success Maturity Model.
• Knowledge of advanced analytics platforms (e.g., Tableau, Looker) and data visualization best practices.
• Experience with remote team management and distributed work environments.
• Certified Customer Success Manager (CCSM) or similar credential.

Skills & Competencies

• Strategic Thinking & Execution
• Team Building & Talent Development
• Customer‑Centric Mindset
• Data Analysis & KPI Management
• Problem‑Solving & Decision Making
• Project Management & Process Improvement
• Stakeholder Management & Influence
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional growth of our employees. As a Customer Success Manager, you will have access to:

• Leadership development programs, including mentorship from senior executives.
• Regular training on the latest SaaS trends, customer success methodologies, and product updates.
• Cross‑functional projects that expose you to Product, Engineering, and Sales teams.
• Clear career pathways to Director of Customer Success, VP of Customer Experience, or other senior roles.
• Annual performance bonuses tied to company and individual metrics.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model means you can work from anywhere in Canada while staying connected through:

• Weekly all‑hands meetings and town halls.
• Real‑time collaboration tools (Slack, Zoom, Google Workspace).
• Monthly virtual team‑building events and quarterly in‑person retreats.
• A culture that celebrates wins, learns from failures, and encourages experimentation.

Compensation & Benefits

• Base Salary: CAD 100,000 – 125,000 per year, commensurate with experience.
• Equity: Eligible for a competitive equity package that aligns your success with the company’s growth.
• Bonus: Performance‑based bonus tied to individual and company metrics.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health resources; and a wellness stipend.
• Parental Leave: Generous paid parental leave for new parents.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous PTO, sick leave, and flexible holiday policy.
• Professional Development: Annual budget for conferences, courses, and certifications.
• Remote Work Allowance: Home office stipend and equipment support.

How to Apply

If you are a results‑driven leader who thrives in a fast‑paced SaaS environment and is passionate about delivering world‑class customer experiences, we want to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for the Mid‑Market Customer Success Manager role at brighthush.

Ready to take the next step in your career? and join a team that is shaping the future of customer success.