Senior Scaled Customer Success Manager – Championing Strategic Adoption, Renewal, and Growth for Mid‑Market & SMB Clients at brighthush – Driving High‑Impact Customer Success Initiatives with Data‑Driven Insights & AI‑Powered Engagement
About brighthush
brighthush is more than a cloud‑native collaboration platform; it is a global movement that redefines how teams connect, create, and innovate. With a portfolio of AI‑enhanced productivity tools that scale effortlessly from a single user to a global enterprise, we empower mid‑market and small‑business leaders to unlock new levels of efficiency, insight, and competitive advantage. Our footprint spans North America, EMEA, APAC, and LATAM, and our customers rely on us to deliver secure, data‑driven solutions that grow with their ambitions.
At brighthush, we don’t just build software – we build ecosystems. We partner with our customers from the moment they sign up, guiding them through onboarding, adoption, and expansion, and we stay with them every step of the way. Our culture is built on curiosity, collaboration, and a relentless focus on delivering measurable value. If you thrive in a fast‑paced, data‑driven environment and want to help shape the future of work, brighthush is the place for you.
Why Join brighthush?
When you become part of the brighthush family, you’ll experience a workplace where your ideas shape product strategy, your customer insights drive real change, and your career trajectory is as dynamic as the solutions we build. We champion a growth mindset, offer continuous learning opportunities, and foster a culture of collaboration, transparency, and impact. Whether you’re a seasoned customer success professional or a rising star, brighthush provides the platform to accelerate your career while making a tangible difference for our customers.
Role Overview
As a Senior Scaled Customer Success Manager at brighthush, you will be the linchpin that connects our Programmatic and Digital Customer Success teams with the Renewals Desk for our scaled segment accounts. Your focus will be on driving adoption, maximizing value realization, and ensuring renewal readiness across a portfolio of mid‑market and small‑business customers. You will translate customer signals into actionable strategies, orchestrate targeted campaigns, and deliver personalized outreach that keeps our clients engaged, satisfied, and poised for growth.
Key Responsibilities
- Portfolio Ownership: Own adoption, health, and renewal readiness for a high‑volume scaled customer portfolio. Leverage lifecycle, product usage, engagement, sentiment, and retention data to prioritize actions that improve renewal outcomes.
- Executive‑Level Engagement: Provide focused engagement for a priority group of customers. Partner closely with Renewal Managers and other stakeholders to coordinate retention and growth actions, and deliver regular executive‑level portfolio and forecast updates for top accounts.
- Campaign Design & Execution: Design and execute targeted campaigns and scaled touchpoints that help customers adopt key capabilities, realize value, prepare for renewal, and address common risks at the right moments in their journey.
- Cross‑Functional Coordination: Serve as the coordination point between Programmatic and Digital Customer Success and the Renewals Desk, ensuring timely handoffs, shared visibility, clear ownership, and coordinated save plays for customers with renewal‑readiness gaps or identified churn and contraction risk.
- Inbound Channel Management: Own and manage shared inbound customer email channels, triaging questions and requests, coordinating timely responses, and ensuring issues are resolved or routed to the appropriate partner with clear follow‑through.
- Data‑Driven Insight: Use data to segment customers, identify patterns, test engagement strategies, measure impact, and continuously improve playbooks, content, workflows, and automation.
- Direct Customer Interaction: Engage customers directly when a focused 1:1 conversation is needed to validate a signal, understand sentiment, address risk, gather product feedback, or capture a representative customer example.
- Voice of the Customer: Synthesize customer voice across the portfolio and share actionable insights with Product, Marketing, Sales, Support, and Customer Experience partners to improve the product and customer journey.
- Growth Enablement: Partner cross‑functionally to operationalize repeatable customer programs, resolve gaps in the customer experience, and identify customer‑backed growth levers such as broader adoption, new use cases, license utilization, or additional product fit. Qualify relevant opportunities as Customer Success Qualified Leads (CSQLs) and route them to Sales with clear customer context and supporting signals.
Day in the Life
Every day as a Senior Scaled Customer Success Manager is a blend of data analysis, strategic planning, and hands‑on customer engagement. You’ll start your morning reviewing the Renewal Pulse Dashboard to spot any early warning signs, then jump into a cross‑functional sync with the Renewals Desk to align on upcoming renewal dates. Mid‑day, you’ll host a virtual workshop for a group of mid‑market customers, walking them through new AI‑powered features that can unlock additional value. In the afternoon, you’ll craft a personalized outreach email to a high‑risk account, leveraging insights from our Customer Health Score model. Your day ends with a quick debrief with the Product team, sharing real‑world feedback that will shape the next release.
Key Success Metrics
- Renewal Rate: Target a renewal rate of 95%+ for the scaled portfolio.
- Net Revenue Retention (NRR): Drive NRR above 110% through upsell and expansion.
- Customer Health Score: Maintain an average score of 4.5/5 across the portfolio.
- Campaign Impact: Achieve a 20% increase in feature adoption within 90 days of campaign launch.
- Churn Reduction: Reduce churn by 15% YoY in the scaled segment.
Essential Qualifications
- 4+ years of experience in B2B SaaS Customer Success, Account Management, Digital Customer Success, lifecycle programs, or a comparable post‑sale customer role.
- Recent experience directly managing or materially influencing customer renewals across a book of business, with measurable examples of save plays, churn or contraction mitigation, and retention outcomes.
- Demonstrated success managing customer outcomes across a broad or high‑volume portfolio through a combination of one‑to‑many programs and targeted 1:1 engagement.
- Strong analytical judgment and fluency in SaaS retention metrics, including renewal rate, gross revenue retention, net revenue retention, churn, contraction, and expansion, with experience using those measures alongside customer signals to identify risk and growth levers.
- Experience designing or executing customer lifecycle, adoption, retention, or renewal‑readiness campaigns and measuring their impact on customer behavior or business outcomes.
- Excellent written and verbal communication skills, including the ability to create clear customer‑facing content and lead effective discovery or feedback conversations.
- Demonstrated ability to coordinate across Customer Success, Renewals, Sales, and other teams, clarify ownership, and move shared retention and growth outcomes forward while managing concurrent programs and changing priorities.
- Experience with Customer Success platforms, CRM systems, marketing automation, business intelligence tools, or related customer‑data systems.
Preferred Qualifications
- Experience working in a Customer Success model that partners with a centralized Renewals Desk or specialized renewals team.
- Experience facilitating webinars, office hours, group enablement, customer communities, or other one‑to‑many programs.
- Experience applying test‑and‑learn methods to improve engagement, adoption, retention, or conversion outcomes.
- Experience supporting collaboration, productivity, content, or AI‑enabled SaaS products.
Core Competencies & Skills
- Customer‑Centric Mindset: Deep empathy for customer challenges and a passion for delivering measurable value.
- Strategic Thinking: Ability to translate data insights into actionable, scalable programs that drive adoption and renewal.
- Project Management: Proven track record of managing multiple concurrent initiatives while maintaining high quality and meeting deadlines.
- Communication: Strong written and verbal skills, with the ability to craft compelling narratives for both technical and non‑technical audiences.
- Analytical Acumen: Comfortable working with metrics, dashboards, and data‑driven decision making.
- Collaboration: Skilled at building relationships across cross‑functional teams and influencing stakeholders at all levels.
- Adaptability: Thrive in a fast‑paced, evolving environment and quickly pivot to meet changing priorities.
- AI Fluency: Ability to leverage AI tools to amplify human judgment and enhance customer interactions.
Tools & Tech Stack
To excel in this role, you’ll be working with a suite of cutting‑edge tools that power our customer success engine:
- CRM & Success Platform: Salesforce, Gainsight, or similar.
- Marketing Automation: HubSpot, Marketo, or Pardot.
- Business Intelligence: Tableau, Looker, or Power BI.
- Communication: Slack, Microsoft Teams, and Zoom.
- AI & Automation: Einstein Analytics, GPT‑based chatbots, and workflow automation tools.
Team & Leadership
You will report to the Director of Customer Success, working closely with the Renewals Lead, Product Marketing Manager, and Sales Enablement Lead. The team is a collaborative mix of seasoned success managers, data analysts, and customer advocates who share a passion for turning data into action and customers into champions.
Career Growth & Learning Opportunities
At brighthush, your professional development is a priority. You’ll have access to:
- Mentorship from senior leaders who have built and scaled customer success organizations.
- Regular training on the latest industry trends, product updates, and emerging technologies.
- Opportunities to lead cross‑functional initiatives that shape product strategy and customer experience.
- Clear career pathways from Customer Success Manager to Director of Customer Success, with the chance to transition into product, sales, or operations roles.
- Participation in global conferences, workshops, and hackathons to broaden your skill set and network.
Work Environment & Culture
brighthush is built on a foundation of trust, transparency, and collaboration. Our culture encourages:
- Open communication across all levels, ensuring every voice is heard.
- Data‑driven decision making, backed by robust analytics and customer insights.
- Continuous improvement, where experimentation and learning are celebrated.
- Work‑life balance, with flexible schedules and remote‑first policies.
- Community engagement, including volunteer days, wellness programs, and team‑building events.
Compensation & Benefits
While specific salary ranges may vary by location and experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with experience and market benchmarks.
- Performance‑based bonuses tied to customer retention, renewal, and growth metrics.
- Equity or stock‑option plans that allow you to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance.
- 401(k) matching and financial wellness resources.
- Unlimited paid time off and flexible work arrangements.
- Professional development budget and access to industry conferences.
- Wellness programs, including mental health support and on‑site fitness facilities.
Why Your Impact Matters
Every interaction you have with a brighthush customer shapes their journey and, ultimately, our company’s growth. By mastering the art of scaled customer success, you’ll:
- Drive higher renewal rates and reduce churn, directly contributing to revenue stability.
- Identify and nurture upsell opportunities that unlock new revenue streams.
- Influence product development through real‑world customer feedback.
- Build lasting relationships that turn customers into advocates and brand ambassadors.
- Elevate the overall customer experience, reinforcing brighthush’s reputation as a trusted partner.
Ready to Make a Difference?
If you are a customer‑focused operator who thrives on data, enjoys building repeatable engagement programs, and is eager to influence both customer outcomes and product strategy, we want to hear from you. Join brighthush and help us scale customer success while preserving the human touch that makes our relationships truly transformative.