Senior Product Customer Success Manager – Driving Global SaaS Adoption, Client Success, and Data‑Powered Growth at brighthush

About brighthush

brighthush is a trailblazing cloud‑first technology partner that empowers businesses worldwide to deliver unforgettable customer experiences. With a portfolio of cutting‑edge solutions spanning customer engagement, analytics, and workflow automation, brighthush is redefining how organizations interact with their customers in the digital age. Our mission is simple: to help our clients unlock the full potential of their customer journeys through innovative, scalable, and intuitive cloud services.

Operating from the United Kingdom, North America, and Europe, brighthush thrives on a culture of collaboration, continuous learning, and relentless pursuit of excellence. We believe that our people are our greatest asset, and we invest heavily in their professional growth, well‑being, and career advancement. If you’re passionate about technology, customer success, and data‑driven decision making, brighthush offers the perfect platform to accelerate your career and make a tangible impact.

Position Overview

We are looking for an experienced Product Customer Success Manager to join our dynamic Customer Success team. In this role, you will be the primary advocate for our clients, ensuring they achieve maximum value from our product suite while driving adoption, satisfaction, and renewal. You will collaborate closely with Sales, Product, and Engineering to translate customer feedback into actionable insights that shape our roadmap and enhance the overall customer experience.

As a mid‑level professional, you will manage a portfolio of key accounts, lead product onboarding initiatives, and serve as the voice of the customer within brighthush. Your analytical mindset, commercial acumen, and exceptional communication skills will be critical to building long‑lasting relationships and fostering a culture of continuous improvement.

Key Responsibilities

• Client Relationship Management: Build and nurture strategic relationships with senior stakeholders across client organizations, becoming the trusted advisor for all product‑related matters.
• Contract & Renewal Management: Oversee the entire contract lifecycle, ensuring timely renewal, upsell, and cross‑sell opportunities while maintaining high customer satisfaction scores.
• Product Adoption & Enablement: Design and execute adoption roadmaps, conduct training sessions, and create enablement materials that accelerate user proficiency and product utilization.
• Data‑Driven Insights: Leverage analytics tools and Excel to monitor usage metrics, identify trends, and provide actionable recommendations to both clients and internal teams.
• Process Mapping & Business Requirements: Collaborate with clients to document current processes, identify gaps, and translate business requirements into product enhancements or custom configurations.
• Cross‑Functional Collaboration: Partner with Sales, Product Management, Engineering, and Support to ensure a seamless customer journey from onboarding to expansion.
• Customer Advocacy: Represent client needs in internal forums, champion their success stories, and contribute to the continuous improvement of our service delivery.
• Performance Reporting: Prepare regular reports for both clients and senior leadership, highlighting key performance indicators, adoption milestones, and ROI.

Essential Qualifications

• Undergraduate degree in Business, Information Technology, or a related field, or equivalent professional experience.
• Minimum of 3–5 years of experience in a customer‑facing role within the IT or SaaS industry, preferably in product success or account management.
• Proven track record of managing complex client relationships and driving product adoption at scale.
• Strong analytical skills with proficiency in Microsoft Excel (pivot tables, advanced formulas, data visualization).
• Excellent written and verbal communication skills in English, with the ability to articulate technical concepts to non‑technical audiences.
• Commercial awareness: ability to understand business drivers, ROI, and value propositions.
• Experience with CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight, Totango) is highly desirable.
• Self‑motivated, proactive, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

• Experience in the cloud services or customer experience technology space.
• Knowledge of data analytics tools such as Power BI, Tableau, or Looker.
• Project management certification (PMP, PRINCE2, or equivalent) or demonstrated project delivery experience.
• Fluency in additional languages (e.g., French, Spanish) is a plus.
• Prior experience in a startup or high‑growth environment.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term partnerships.
• Strategic Thinking: Ability to align product capabilities with client business objectives and identify growth opportunities.
• Analytical Rigor: Strong quantitative skills to interpret data, uncover insights, and drive evidence‑based decisions.
• Communication & Influence: Persuasive storytelling, active listening, and the ability to influence stakeholders at all levels.
• Project Management: Skilled at planning, prioritizing, and executing initiatives with cross‑functional teams.
• Adaptability: Comfortable navigating ambiguity, rapid change, and evolving customer needs.
• Collaboration: Team player who thrives in a collaborative, remote‑first culture.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. As a Product Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders across Sales, Product, and Engineering.
• Regular learning workshops on the latest industry trends, customer success methodologies, and emerging technologies.
• Opportunities to lead cross‑functional initiatives, such as product launches or customer experience pilots.
• Clear career pathways to senior Customer Success roles, Product Management, or even leadership positions within the organization.
• Support for external certifications (e.g., Certified Customer Success Manager, Product Owner) and attendance at industry conferences.

Work Environment & Culture at brighthush

Our remote‑first approach means you can work from anywhere in the United Kingdom while staying connected to a vibrant, global team. We foster a culture that values:

• Transparency: Open communication channels, regular town‑halls, and a flat hierarchy that encourages idea sharing.
• Innovation: A sandbox mentality where experimentation is encouraged and failures are treated as learning opportunities.
• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Work‑Life Balance: Flexible working hours, generous vacation policies, and support for mental health and well‑being.
• Community: Regular virtual coffee breaks, team‑building activities, and a strong emphasis on social responsibility.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for mid‑level Customer Success professionals in the UK.
• Performance‑based bonuses tied to client satisfaction, renewal rates, and adoption metrics.
• Equity or stock‑option plans that allow you to share in the company’s long‑term success.
• Comprehensive health and dental insurance, including mental health support.
• Flexible paid time off, parental leave, and a generous holiday allowance.
• Professional development budget for courses, certifications, and conferences.
• Well‑being initiatives such as virtual fitness classes, mindfulness sessions, and ergonomic support for remote work.

Why brighthush?

At brighthush, you’ll join a team that is not just building products, but shaping the future of customer experience. We are committed to:

• Delivering measurable value to our clients through data‑driven insights and continuous improvement.
• Fostering an environment where curiosity, experimentation, and learning are rewarded.
• Providing the tools, resources, and autonomy you need to grow both personally and professionally.
• Celebrating successes together, whether they are small wins or major milestones.

How to Apply

If you are ready to take the next step in your career and help shape the future of customer success at a forward‑thinking technology company, we would love to hear from you. Please submit your resume and a cover letter outlining why you’re the perfect fit for this role.

Apply to brighthush Today

Join brighthush and become part of a team that is dedicated to transforming customer experiences, driving innovation, and empowering our clients to thrive in a digital world. Your expertise, passion, and commitment to excellence will help us continue to deliver extraordinary value to our customers worldwide.