Senior Scaled Customer Success Manager – Digital Strategy & Customer Journey Optimization at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers organizations worldwide to streamline their response management processes. By combining cutting‑edge technology with a customer‑centric philosophy, we help businesses craft compelling, data‑driven communications that drive adoption, reduce churn, and accelerate growth. Our platform is trusted by Fortune 500 firms, fast‑growing startups, and everything in between, enabling them to manage complex response workflows with ease and precision.

At brighthush, we believe that success is a partnership. Our people are at the heart of everything we do, and we foster a culture of curiosity, collaboration, and continuous learning. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a supportive environment that rewards initiative, celebrates innovation, and offers limitless opportunities for career advancement.

Why This Role Matters

As a Senior Scaled Customer Success Manager, you will be the linchpin that connects our customers to the full value of the brighthush platform. You’ll design and execute digital‑first customer journeys that not only increase product adoption but also create measurable business outcomes for our clients. Your work will directly influence renewal rates, upsell opportunities, and overall customer satisfaction—key metrics that drive brighthush’s growth trajectory.

Key Responsibilities

• Digital Customer Journey Design: Lead the creation of standardized, personalized communications triggered by time, action, or value milestones. Craft email templates, in‑app messages, and automated workflows that guide customers through the adoption curve.
• Customer Advocacy: Engage with customers to gather feedback, uncover pain points, and provide strategic guidance on product usage. Act as a trusted advisor who helps clients realize ROI from the brighthush platform.
• Cross‑Functional Collaboration: Partner with brighthush’s Customer Experience Leaders, Product, and other departments to align digital initiatives with broader business goals. Translate customer insights into actionable product enhancements.
• Health & Usage Monitoring: Track customer health scores, usage trends, and engagement metrics. Use data to predict churn risk, identify upsell opportunities, and recommend proactive engagement strategies.
• Success Playbook Development: Build and maintain “success plays” within Gainsight, including email templates, meeting frameworks, and playbooks that streamline CS activities and ensure consistency across the team.
• Enablement & Transition: Work closely with Customer Enablement Managers to ensure a seamless handoff from onboarding to the nurture phase, guaranteeing a smooth customer experience from day one.
• Value‑Add Services: Deliver webinars, in‑app guides, and other digital resources that support adoption and deepen customer engagement. Tailor content to meet the unique needs of each account.
• Outcome Measurement: Analyze the impact of digital initiatives on key performance indicators such as renewal rates, expansion revenue, and customer satisfaction scores. Present findings to senior leadership and refine strategies accordingly.

Essential Qualifications

• Minimum of 1 year of experience in Customer Success, Customer Service, or Customer Marketing within a SaaS environment.
• Proven ability to manage a high‑volume book of business while maintaining deep, meaningful relationships with clients.
• Exceptional written and verbal communication skills—capable of articulating complex concepts in a clear, engaging manner.
• Strong analytical mindset: adept at interpreting data, spotting trends, and translating insights into actionable plans.
• Project management expertise: track multiple initiatives, meet deadlines, and keep stakeholders informed.
• Curiosity and a passion for understanding the “why” behind customer challenges.
• Experience with Gainsight or similar customer success platforms is highly desirable.
• Familiarity with digital marketing tools (email automation, in‑app messaging, etc.) is a plus.

Preferred Qualifications

• 3+ years of experience in a scaled Customer Success role, preferably within a high‑growth SaaS company.
• Track record of driving adoption, reducing churn, and generating upsell revenue through digital initiatives.
• Background in product marketing or customer experience strategy.
• Experience leading cross‑functional teams and influencing product roadmaps.
• Knowledge of the response management or customer communication industry.

What You’ll Gain

At brighthush, we invest in our people. As a Senior Scaled Customer Success Manager, you’ll enjoy:

• Career Growth: Clear pathways to senior leadership roles, including Director of Customer Success or Head of Digital Customer Experience.
• Learning & Development: Access to industry conferences, certification programs, and internal training workshops.
• Impact: Direct influence on product strategy, customer outcomes, and company revenue.
• Flexibility: Remote‑first culture with flexible hours, allowing you to balance work and life.
• Community: A collaborative, inclusive environment where ideas are shared openly and every voice matters.

Work Environment & Culture

brighthush is a remote‑first organization that values autonomy, accountability, and continuous improvement. Our teams are distributed across Canada, the United States, India, and the United Kingdom, creating a vibrant, multicultural workplace. We celebrate diversity, encourage cross‑border collaboration, and provide the tools and resources you need to thrive from anywhere.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive base salary, performance‑based bonuses, and equity options. In addition, we provide:

• Health, dental, and vision insurance plans.
• Generous paid time off and flexible vacation policies.
• Wellness programs, including gym stipends and mental health resources.
• Annual company retreats and team‑building events.
• Technology stipend for home office setup.

Ready to Join brighthush?

If you’re a relationship‑focused, outcomes‑oriented professional who thrives in a fast‑paced, digital‑first environment, we want to hear from you. Bring your passion for customer success, your analytical rigor, and your creative flair to brighthush, and help us shape the future of response management.

Apply today and become a key player in our journey to deliver unparalleled value to customers worldwide.