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

Welcome to brighthush – Where Digital Transformation Meets Customer Success

At brighthush, we’re not just a SaaS company – we’re a catalyst for change. Our mission is to empower businesses worldwide with cutting‑edge, cloud‑native solutions that streamline operations, amplify collaboration, and unlock data‑driven insights. With a presence in over 30 countries and a portfolio of Fortune 500 clients, brighthush has earned a reputation as a trusted partner for enterprises seeking to accelerate their digital journey. Our culture is built on curiosity, agility, and a relentless commitment to delivering measurable value to every customer.

Why Join brighthush?

Success at brighthush is measured by the impact we create for our customers. That means you’ll be part of a high‑velocity team that celebrates wins, learns from challenges, and continuously pushes the envelope. We invest heavily in our people: from mentorship programs and peer‑learning circles to industry conferences and advanced certifications, we provide the resources you need to grow. Whether you’re a seasoned professional or an ambitious mid‑career talent, brighthush offers a platform where your ideas are heard, your growth is supported, and your impact is tangible.

Position Overview

We’re looking for a Senior Scaled Customer Success Manager who will become the strategic partner for our most valuable B2B SaaS customers. In this role, you’ll own the end‑to‑end customer journey – from onboarding and adoption to renewal, expansion, and advocacy. You’ll collaborate with Sales, Product, Marketing, Engineering, and Support to deliver a seamless, high‑impact experience that drives retention, upsell, and customer lifetime value.

Key Responsibilities

• Customer Adoption & Engagement: Design and execute personalized onboarding journeys, conduct live training sessions, and develop best‑practice playbooks that resonate across diverse user personas.
• Renewal & Retention Leadership: Own the renewal cycle for a portfolio of high‑value accounts, proactively identify churn risks, negotiate renewal terms, and partner with Account Executives to secure long‑term commitments.
• Campaign Execution & Optimization: Build, launch, and measure targeted customer campaigns—such as feature adoption drives, upsell initiatives, and health check programs—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.
• Mentorship & Team Development: Coach junior CS professionals, share best practices, and lead cross‑functional initiatives that elevate the entire customer success organization.
• Strategic Insight & Thought Leadership: Serve as a trusted advisor to customers on industry trends, best practices, and strategic roadmaps that align with their business objectives.

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.
• Data Literacy: Proficient in interpreting dashboards, spotting trends, and making data‑driven decisions.
• Communication Excellence: Articulate in both written and verbal formats, capable of tailoring messages to diverse audiences.

Career Growth & Learning Opportunities

At brighthush, career development is a partnership. As a Senior Scaled Customer Success Manager, you’ll:

• 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.
• Earn recognition through a transparent, merit‑based promotion framework that rewards performance and impact.

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. 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.
• Inclusive hiring practices that celebrate diversity, equity, and belonging.
• Opportunities to contribute to community outreach, sustainability initiatives, and social impact projects.

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.
• Annual tech stipend for home‑office equipment and high‑speed internet.
• Access to a global network of peers, mentors, and industry experts.

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? and become part of a team that values impact, collaboration, and continuous learning.