Senior Mid‑Market Customer Success Team Manager – Driving Growth, Retention, and Technical Excellence to Deliver Unmatched Customer Delight at brighthush
Welcome to brighthush – Where Design Meets Innovation
At brighthush, we’re not just building a product; we’re redefining how people experience interior design. By marrying cutting‑edge augmented‑reality technology with a deep understanding of consumer behavior, we empower shoppers and retailers alike to visualize, experiment, and purchase with confidence. With a presence in over 80 countries and partnerships that span Fortune 500 retailers to boutique home‑goods stores, brighthush is on a mission to make interior design effortless, immersive, and accessible for everyone.
Why This Role Matters
Customer success is the heartbeat of any SaaS company, and at brighthush it’s the engine that turns first‑time users into lifelong advocates. As the Senior Mid‑Market Customer Success Team Manager, you will lead a dynamic squad of Customer Success Managers (CSMs) who are the frontline ambassadors of our brand. Your strategic vision and hands‑on leadership will directly influence customer retention, expansion revenue, and the overall health of our mid‑market portfolio.
Key Responsibilities
- Build and Scale a High‑Performing Team – Recruit, onboard, and coach a diverse group of CSMs. Foster a culture of continuous improvement, accountability, and customer advocacy.
- Drive Retention & Expansion – Design and execute data‑driven strategies that keep churn low while uncovering upsell and cross‑sell opportunities across the mid‑market segment.
- Own the Customer Success Lifecycle – From onboarding to renewal, architect scalable processes that enhance efficiency, reduce time‑to‑value, and elevate the customer experience.
- Leverage Analytics for Insight – Use Salesforce, Google Workspace, and custom dashboards to monitor KPIs, surface trends, and recommend actionable insights to senior leadership.
- Champion Customer Advocacy – Serve as the voice of the customer, translating feedback into product enhancements, feature requests, and service improvements.
- Resolve Escalations with Impact – Lead the resolution of high‑impact escalations, ensuring timely, satisfactory outcomes while preserving strong relationships.
- Maintain Knowledge Assets – Build and maintain a central repository of technical solutions, best practices, and troubleshooting guides to empower the CSM team.
- Collaborate Across Functions – Partner with Product, Engineering, Marketing, and Sales to align on customer needs, roadmap priorities, and go‑to‑market initiatives.
- Drive Continuous Improvement – Champion experimentation, learning, and process refinement to keep brighthush at the forefront of customer success excellence.
Essential Qualifications
- 5+ years of progressive experience in Customer Success, Account Management, or a related SaaS role.
- Proven track record of driving customer satisfaction, retention, and revenue growth at scale.
- Strong leadership skills with experience managing and developing high‑performing teams.
- Excellent written and verbal communication abilities, with the capacity to influence stakeholders at all levels.
- Analytical mindset: comfortable working with data, generating insights, and making strategic recommendations.
- Proficiency in Google Workspace (Sheets, Docs) and Salesforce; experience with other CRM or analytics platforms is a plus.
- Fluency in a second language is a bonus, reflecting our global customer base.
Preferred Qualifications
- Experience in the interior décor, retail, or e‑commerce sectors.
- Background in building or scaling customer success teams in a high‑growth startup.
- Knowledge of AR/VR technologies and their application in consumer products.
- Hands‑on experience with customer success metrics such as NPS, CSAT, churn, and expansion revenue.
- Demonstrated ability to create and maintain knowledge bases and internal documentation.
Skills & Competencies
- Strategic Thinking – Ability to see the big picture while managing day‑to‑day operations.
- Customer Obsession – Deep empathy for customer pain points and a relentless drive to solve them.
- Leadership & Coaching – Talent to inspire, mentor, and develop others.
- Data Literacy – Comfortable turning numbers into stories that inform decisions.
- Collaboration – Proven success working cross‑functionally to achieve shared goals.
- Adaptability – Thrive in a fast‑moving, evolving environment.
- Communication – Clear, concise, and persuasive in both written and verbal formats.
Career Growth & Learning Opportunities
At brighthush, we believe that the growth of our people is the foundation of our success. As the Senior Mid‑Market Customer Success Team Manager, you will:
- Lead a high‑impact team that directly influences revenue and customer satisfaction.
- Gain exposure to product strategy, go‑to‑market planning, and executive leadership.
- Participate in leadership development programs, mentorship, and industry conferences.
- Have the opportunity to shape the future of our customer success organization and leave a lasting legacy.
Work Environment & Culture at brighthush
We are a remote‑first company that values flexibility, ownership, and curiosity. Our culture is built on:
- Ownership Mentality – Every team member is empowered to make decisions that impact the customer experience.
- Curiosity & Detail Orientation – We obsess over the details that drive long‑term success.
- Speed & Execution – We act with urgency and celebrate the results of our hard work.
- Family & Well‑Being – Generous parental leave, work‑from‑home stipends, and a birthday off for you and the company.
- Inclusive & Equitable – We are committed to fostering a diverse, inclusive, and accessible environment for all.
- Learning & Development – Continuous learning is encouraged through workshops, courses, and knowledge sharing.
Compensation & Benefits
While the base salary range for this role in Ontario is $100,000 – $125,000, we are flexible and willing to tailor compensation to match the unique experience and value you bring. In addition to competitive pay, we offer:
- Quarterly performance bonuses tied to team and company metrics.
- Health, dental, and vision insurance plans.
- 401(k) or equivalent retirement savings plan with company match.
- Unlimited paid time off policy (subject to managerial approval).
- Remote‑work stipend to set up your home office.
- Professional development budget for courses, certifications, and conferences.
- Employee stock options or equity participation.
How to Apply
Ready to take the next step in your career and help shape the future of interior décor technology? Follow these simple steps:
- Upload your resume and complete a brief questionnaire on our careers portal.
- We’ll schedule a video call to discuss your experience and assess fit.
- Complete a take‑home assessment that showcases your problem‑solving and communication skills.
- Attend a second video interview with cross‑functional leaders.
- Meet one of the founders for a final conversation.
We look forward to discovering how your passion and expertise can help brighthush continue to innovate and delight customers worldwide.
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