Senior Mid‑Market Customer Success Team Manager – Leading Retention, Expansion, and Advocacy for brighthush’s Global Design SaaS Platform

About brighthush

brighthush is not just a company; it’s a movement that is reshaping how interior designers, architects, and homeowners bring their creative visions to life. By marrying cutting‑edge augmented reality with a powerful, cloud‑native SaaS platform, we give users the ability to visualize furniture, fixtures, and décor in their own spaces before they ever make a purchase. This fusion of technology and design empowers professionals and consumers alike to make smarter, faster, and more enjoyable decisions.

Since our founding in 2018, brighthush has evolved from a lean startup into a global leader, boasting a catalog of over 200,000 products and a customer base that spans North America, Europe, and Asia. Our growth is fueled by a culture that prizes curiosity, collaboration, and continuous improvement. At brighthush, every team member has the opportunity to shape the future of design technology and to make a tangible impact on the lives of millions of users worldwide.

Role Overview

We are seeking an experienced, visionary Senior Mid‑Market Customer Success Team Manager 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.

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.
• Strategic Account Management: Own the health and success of a portfolio of mid‑market accounts, ensuring they meet or exceed key performance indicators (KPIs) and realize the full value of the brighthush platform.
• 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.
• 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.
• Process & Tool Optimization: Continuously refine customer success processes, playbooks, and workflows. Leverage Salesforce, Google Workspace, and other tools to increase efficiency and data accuracy.
• Performance Analytics & Reporting: Own the collection, analysis, and presentation of customer success metrics (NPS, churn, usage, renewal rates) to senior leadership.
• Cross‑Functional Collaboration: Partner with Marketing, Support, and Product to ensure a unified customer experience across all touchpoints.
• Culture & Team Engagement: Foster a culture of ownership, transparency, and continuous learning within the team.

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.

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.

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.

Career Growth & Learning Opportunities

At brighthush, learning is a continuous journey. As a Customer Success Team Manager, 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.

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.

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.

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.