Senior Scaled Customer Success Manager – Accelerating B2B SaaS Growth, Retention, and Expansion at brighthush, Global Digital Transformation Leader

About brighthush

brighthush is a forward‑thinking technology company that empowers businesses worldwide with cutting‑edge SaaS solutions designed to streamline operations, enhance collaboration, and unlock data‑driven insights. With a global footprint and a relentless focus on customer success, brighthush has become a trusted partner for enterprises seeking to accelerate digital transformation. Our culture is built on curiosity, agility, and a deep commitment to delivering measurable value to every client.

Why brighthush?

At brighthush, we believe that the success of our customers is the true measure of our own success. We invest heavily in our people, offering continuous learning opportunities, mentorship programs, and a collaborative environment that encourages innovation. Whether you’re a seasoned professional or an ambitious mid‑career talent, you’ll find a place where your ideas are heard, your growth is supported, and your impact is tangible.

Position Overview

We are seeking a Senior Scaled Customer Success Manager to join our dynamic Customer Success team. In this role, you will be the strategic partner for our most valuable B2B SaaS customers, ensuring they achieve their business objectives through adoption, renewal, and expansion. You will work closely with cross‑functional teams—including Sales, Product, Marketing, and Engineering—to deliver a seamless, high‑impact customer experience that drives retention, upsell, and advocacy.

Key Responsibilities

• Customer Adoption & Engagement: Champion the adoption of our platform by creating tailored onboarding journeys, conducting training sessions, and developing best‑practice playbooks that resonate with diverse user personas.
• Renewal & Retention Leadership: Own the renewal cycle for a portfolio of high‑value accounts, proactively identifying churn risks, negotiating renewal terms, and collaborating with Account Executives to secure long‑term commitments.
• Campaign Execution & Optimization: Design, launch, and measure targeted customer campaigns—such as feature adoption drives, upsell initiatives, and customer health checks—using marketing automation and BI tools to maximize ROI.
• Customer Advocacy & Voice: Cultivate strong relationships with key stakeholders, gather feedback, and translate insights into actionable product enhancements and service improvements.
• Data‑Driven Decision Making: Leverage CRM, BI dashboards, and analytics platforms to monitor customer health scores, usage metrics, and satisfaction indices, providing regular reports to leadership.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Support teams to resolve escalations, prioritize feature requests, and ensure a unified customer experience.
• Process & Tool Optimization: Continuously refine CS processes, workflows, and tool integrations to increase efficiency, reduce friction, and scale success initiatives.

Essential Qualifications

• Minimum 4+ years of experience in B2B SaaS Customer Success, Account Management, or a comparable post‑sale role.
• Proven track record managing renewals, driving retention metrics, and executing successful customer campaigns.
• Strong communication, coordination, and stakeholder management skills—capable of influencing at all levels.
• Hands‑on experience with Customer Success platforms (e.g., brighthush), CRM systems (e.g., brighthush), marketing automation tools (e.g., brighthush), and business intelligence suites (e.g., brighthush).
• Analytical mindset with the ability to translate data into actionable insights and strategic recommendations.
• Fluency in English; additional language proficiency is a plus.
• Experience working in a remote, distributed environment—particularly within the Canadian market.

Preferred Qualifications

• Experience in a high‑growth SaaS company that has navigated multiple funding rounds and rapid scaling.
• Background in enterprise sales or a deep understanding of the sales cycle and quota attainment.
• Certifications in Customer Success (CSM, CSMP) or related fields.
• Proficiency with advanced analytics tools, SQL, or data visualization platforms.
• Demonstrated ability to mentor junior team members and lead cross‑functional initiatives.

Skills & Competencies

• Strategic Thinking: Ability to align customer success initiatives with broader business objectives and market trends.
• Customer‑Centric Mindset: Passion for delivering exceptional value and building long‑term relationships.
• Project Management: Skilled at juggling multiple priorities, setting clear milestones, and driving projects to completion.
• Problem Solving: Creative and analytical approach to identifying root causes and implementing effective solutions.
• Collaboration & Influence: Comfortable working across departments and influencing without direct authority.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change as an opportunity.

Career Growth & Learning Opportunities

At brighthush, we view career development as a partnership. As a Senior Scaled Customer Success Manager, you will:

• Lead high‑impact projects that shape the future of our customer success strategy.
• Mentor and coach junior CS professionals, fostering a culture of continuous improvement.
• Participate in leadership training programs, industry conferences, and advanced certifications.
• Collaborate with product and engineering teams to influence roadmap decisions.
• Explore lateral moves into Product Management, Customer Experience, or Sales Enablement.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere in Canada while staying connected through weekly virtual huddles, real‑time collaboration tools, and a vibrant online community. We celebrate diversity, encourage open dialogue, and reward innovation. At brighthush, you’ll find:

• Flexible work hours that respect work‑life balance.
• Regular virtual team‑building events and quarterly all‑hands meetings.
• Access to a curated library of learning resources, including e‑learning platforms and industry publications.
• A transparent, merit‑based promotion framework that rewards performance and impact.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: CAD 142,400 – 192,600 per year, commensurate with experience.
• Performance‑based bonuses tied to renewal, upsell, and customer health metrics.
• Equity or stock‑option plans that align your success with the company’s growth.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off, parental leave, and a flexible vacation policy.
• Professional development stipend and reimbursement for certifications.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are a customer‑first professional with a passion for SaaS, data, and strategic growth, we want to hear from you. Join brighthush and help shape the future of customer success while advancing your career in a supportive, innovative environment.

Ready to take the next step? Apply to this position now and become part of a team that values impact, collaboration, and continuous learning.

Apply for this job