Senior Mid‑Market Customer Success Team Lead – Championing Retention, Expansion, and Advocacy for Millions of Designers on brighthush’s Global Design SaaS Platform

About brighthush

brighthush is more than a SaaS company; it is the catalyst reshaping the future of interior design. Founded in 2018, we pioneered a cloud‑native platform that blends cutting‑edge augmented reality with intuitive design tools, enabling architects, designers, and homeowners to visualize furniture, fixtures, and décor in their own spaces before making a purchase. Our mission is simple yet ambitious: to make design decisions smarter, faster, and more enjoyable for everyone.

From a lean startup to a global leader, brighthush now boasts a catalog of over 200,000 products and a customer base spanning North America, Europe, and Asia. Our growth is fueled by a culture that prizes curiosity, collaboration, and continuous improvement. Every team member at brighthush has the opportunity to shape the future of design technology and to make a tangible impact on the lives of millions of users worldwide.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that is redefining how people experience design. We’re not just building software; we’re creating a platform that empowers creativity, reduces waste, and democratizes access to high‑quality design solutions. If you thrive in a fast‑paced, customer‑centric environment and want to see your work directly influence millions of design journeys, brighthush is the place for you.

Key reasons to join:

• Impact at Scale: Your decisions will shape the experience of millions of designers and homeowners worldwide.
• Innovation Hub: Work with the latest AR, AI, and cloud technologies in a culture that encourages experimentation.
• Growth Opportunities: Rapid career progression from team lead to senior leadership roles.
• Remote Flexibility: Fully remote, with a focus on results rather than hours.
• Diverse & Inclusive: A workforce that reflects the global community we serve.
• Recognition & Rewards: Celebrate wins through peer‑to‑peer shoutouts, quarterly awards, and performance bonuses.
• Well‑Being & Work‑Life Balance: Comprehensive wellness programs, generous PTO, and a culture that respects personal commitments.

Role Overview

We are seeking an experienced, visionary Senior Mid‑Market Customer Success Team Lead to steer our expanding customer success organization. In this pivotal role, you will champion our mid‑market accounts, ensuring they receive world‑class service, achieve their business objectives, and ultimately become passionate advocates for brighthush. You will partner closely with Sales, Product, and Engineering to craft a seamless customer journey that drives retention, upsell, and expansion.

As a leader, you will not only manage a high‑performing team but also act as the strategic voice of the customer within brighthush, translating user insights into product enhancements and operational excellence. Your influence will ripple across the entire organization, shaping the way we think about customer success and product development.

Key Responsibilities

• Lead and Mentor a High‑Performing Team: Recruit, coach, and develop a team of Customer Success Managers (CSMs) who excel in communication, problem‑solving, and data‑driven decision making. Foster a culture of ownership, accountability, and continuous learning by setting clear expectations, providing regular feedback, and celebrating wins.
• Strategic Account Management: Own the health and success of a portfolio of mid‑market accounts, ensuring they meet or exceed key performance indicators (KPIs) such as renewal rates, NPS, and product adoption. Conduct quarterly business reviews (QBRs) to align on goals, surface challenges, and identify growth opportunities.
• Revenue Retention & Expansion: Drive renewal success, identify upsell and cross‑sell opportunities, and collaborate with Sales to close expansion deals that contribute to the company’s growth targets. Use data to forecast churn risk and proactively mitigate it.
• Customer Advocacy & Feedback Loop: Act as the voice of the customer within brighthush, gathering insights, prioritizing feature requests, and working with Product to deliver solutions that delight users. Champion advocacy programs, case studies, and reference opportunities.
• Process & Tool Optimization: Continuously refine customer success processes, playbooks, and workflows. Leverage Salesforce, Google Workspace, and other tools to increase efficiency and data accuracy. Automate routine tasks and implement best practices for knowledge management.
• Performance Analytics & Reporting: Own the collection, analysis, and presentation of customer success metrics (NPS, churn, usage, renewal rates) to senior leadership. Translate data into actionable insights and strategic recommendations.
• Cross‑Functional Collaboration: Partner with Marketing, Support, and Product to ensure a unified customer experience across all touchpoints. Facilitate joint initiatives such as onboarding webinars, product launches, and customer events.
• Culture & Team Engagement: Foster a culture of ownership, transparency, and continuous learning within the team. Organize regular team huddles, knowledge sharing sessions, and professional development workshops.
• Strategic Thought Leadership: Represent brighthush at industry conferences, webinars, and community events, positioning the brand as a thought leader in design technology and customer success.
• Talent Development: Identify high‑potential team members and create individualized growth plans, ensuring a robust succession pipeline for future leadership roles.
• Customer Journey Mapping: Work with Product and UX teams to map out the end‑to‑end customer journey, identifying friction points and opportunities for delight.
• Risk Management: Proactively identify and mitigate risks that could impact customer satisfaction or revenue, developing contingency plans as needed.

Essential Qualifications

• 5+ years of experience in customer success, account management, or related roles, preferably in a SaaS environment.
• Demonstrated success in leading a team of at least 4–6 CSMs, with a track record of high team engagement and low turnover.
• Proven ability to drive customer satisfaction, retention, and revenue growth in a mid‑market or enterprise setting.
• Strong analytical mindset with experience using data to inform strategy and measure impact.
• Excellent communication skills – both written and verbal – with the ability to influence stakeholders at all levels.
• Proficiency in Salesforce, Google Workspace (Sheets, Docs, Slides), and other CRM/analytics tools.
• Experience with customer success metrics such as NPS, CSAT, churn, and renewal rates.
• Strong problem‑solving skills and a proactive, solutions‑oriented approach.
• Ability to thrive in a fast‑paced, remote‑first environment.

Preferred Qualifications

• Experience in the interior design, home décor, or related consumer‑facing SaaS industry.
• Background in data analysis or business intelligence (e.g., SQL, Tableau, Looker).
• Knowledge of the Canadian market and familiarity with local business practices.
• Experience managing remote or distributed teams.
• Advanced certifications in Customer Success (CSM, CSM+), Salesforce, or related fields.
• Fluency in additional languages (e.g., French, Spanish) is a plus.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Translate business goals into actionable customer success plans.
• Customer‑Centric Mindset: Deep empathy for users and a passion for delivering exceptional experiences.
• Data‑Driven Decision Making: Use metrics to identify trends, diagnose issues, and optimize processes.
• Collaboration: Work seamlessly with Sales, Product, Marketing, and Engineering.
• Project Management: Manage multiple initiatives simultaneously with strong organizational skills.
• Adaptability: Thrive in a fast‑paced, evolving environment.
• Communication: Articulate complex ideas clearly to both technical and non‑technical audiences.
• Innovation Mindset: Encourage experimentation and continuous improvement.

Career Growth & Learning Opportunities

At brighthush, learning is a continuous journey. As a Customer Success Team Lead, you will:

• Gain exposure to cross‑functional leadership, positioning you for future roles such as Director of Customer Success or VP of Customer Experience.
• Participate in executive‑level strategy sessions, shaping the direction of our product roadmap and go‑to‑market initiatives.
• Access internal training programs, industry conferences, and certifications to deepen your expertise.
• Mentor junior leaders and contribute to the development of brighthush’s internal talent pipeline.
• Lead initiatives that directly influence product innovation, ensuring the platform continues to meet evolving customer needs.
• Earn recognition for driving measurable business outcomes and fostering a culture of excellence.
• Explore lateral moves into Product Management, Sales Enablement, or Global Partnerships to broaden your skill set.

Work Environment & Company Culture

brighthush is a fully remote, Canada‑based company that values flexibility, transparency, and a results‑oriented approach. Our culture is built on:

• Collaboration: Regular virtual town halls, cross‑team hackathons, and open communication channels.
• Innovation: A safe space to experiment, fail fast, and iterate quickly.
• Well‑Being: Comprehensive wellness programs, mental health resources, and a supportive community.
• Diversity & Inclusion: Commitment to building a workforce that reflects the diverse world we serve.
• Recognition: Celebrating individual and team achievements through peer‑to‑peer shoutouts and quarterly awards.
• Work‑Life Balance: Flexible schedules, generous paid time off, and a culture that respects personal commitments.
• Learning Culture: Continuous learning through internal workshops, external courses, and knowledge sharing sessions.
• Community Impact: Participation in design‑for‑good initiatives and partnerships with local NGOs.

Compensation & Benefits

• Competitive Salary: CAD 100,000 – 125,000 per year, commensurate with experience.
• Performance Bonus: Annual bonus tied to team and company performance.
• Equity: Opportunity to participate in brighthush’s equity program.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Parental Leave: Generous parental leave for new parents.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; mental health support.
• Professional Development: Budget for conferences, courses, and certifications.
• Remote Work Perks: Stipend for home office setup, high‑speed internet, and ergonomic equipment.
• Team Events: Quarterly virtual social events and annual in‑person retreats.
• Technology & Tools: Access to the latest software and hardware to support your role.
• Employee Assistance Program: 24/7 counseling and support services.
• Retirement Plan: Company‑matched RRSP contributions.

How to Apply

If you are a results‑driven leader who thrives in a fast‑paced, customer‑centric environment and you want to help shape the future of design technology, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the role.

Join brighthush and become part of a team that is not only changing how people design their spaces but also how they experience customer success. Apply today and help us bring brighter, smarter design solutions to the world.