Senior Scaled Customer Success Manager – Driving Adoption, Growth, and Retention for brighthush’s Global Customer Base

About brighthush

brighthush is a trailblazing technology company that empowers businesses worldwide to unlock the full potential of their digital products. With a focus on delivering cutting‑edge customer success solutions, brighthush helps organizations transform raw data into actionable insights, enabling them to build stronger relationships with their users and achieve sustainable growth. Our mission is to make customer success not just a function, but a strategic advantage that drives revenue, loyalty, and advocacy.

Why Join brighthush?

At brighthush, we believe that the best ideas come from people who are challenged, supported, and celebrated. We foster a culture of continuous learning, collaboration, and innovation. Whether you’re a seasoned professional or an ambitious early‑career talent, you’ll find a place where your voice matters, your impact is measurable, and your career trajectory is limitless.

Position Overview

As a Senior Scaled Customer Success Manager at brighthush, you will be the linchpin between our product, our customers, and the broader business strategy. You will own a portfolio of high‑value accounts, ensuring they achieve their desired outcomes while driving adoption of our platform at scale. Your role will blend strategic thinking, data‑driven decision making, and hands‑on execution to create a seamless customer experience that fuels growth and retention.

Key Responsibilities

• Strategic Account Leadership: Own a portfolio of 30–50 enterprise accounts, acting as the primary point of contact for all customer success initiatives.
• Platform Adoption & Expansion: Design and execute adoption roadmaps that increase feature usage, reduce churn, and identify upsell opportunities.
• Customer Advocacy & Voice: Capture and amplify customer feedback through structured programs (NPS, CSAT, Voice of Customer) and translate insights into product and service enhancements.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on customer goals, release plans, and success metrics.
• Data‑Driven Insights: Build dashboards, run cohort analyses, and present actionable findings to both customers and internal stakeholders.
• Process & Tool Optimization: Continuously refine customer success workflows, leveraging tools such as Gainsight, Totango, or similar platforms.
• Mentorship & Team Development: Coach junior CS team members, share best practices, and contribute to the development of internal training materials.
• Risk Management: Identify at‑risk accounts early, develop mitigation plans, and execute proactive outreach to secure renewals.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences, positioning the brand as a customer success authority.

Essential Qualifications

• Minimum of 2–3 years of proven experience in Customer Success, preferably within SaaS or technology environments.
• Demonstrated success managing large customer cohorts and driving measurable adoption metrics.
• Strong analytical mindset with proficiency in interpreting CS metrics (NPS, churn rate, renewal rate, expansion revenue).
• Excellent communication and interpersonal skills, capable of building trust with C‑suite executives and technical stakeholders alike.
• Proficiency in Customer Success Platforms such as Gainsight, Totango, or similar.
• Experience with data visualization tools (Tableau, Looker, Power BI) is a plus.
• Self‑motivated, organized, and able to prioritize multiple tasks in a fast‑paced environment.
• Fluency in English; additional languages are a bonus.

Preferred Qualifications

• Experience in a scaling startup or high‑growth tech company.
• Background in product management or consulting, providing a holistic view of customer journeys.
• Certified Customer Success Manager (CCSM) or similar credential.
• Track record of leading cross‑functional initiatives that resulted in measurable revenue impact.
• Knowledge of the B2C app ecosystem and lifecycle marketing strategies.

Key Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Data Literacy: Comfortable working with large datasets, deriving insights, and presenting findings.
• Customer‑Centric Mindset: Passion for solving customer problems and creating delight.
• Influence & Negotiation: Skilled at persuading stakeholders and driving consensus.
• Project Management: Proven track record of delivering projects on time and within scope.
• Adaptability: Thrives in dynamic environments and embraces change.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Scaled Customer Success Manager, you will have the opportunity to:

• Progress to a Customer Success Leadership role (Director or VP) within 2–3 years.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in executive‑level mentorship programs and leadership workshops.
• Attend industry conferences, webinars, and hackathons to stay ahead of market trends.
• Contribute to internal knowledge bases, creating playbooks that benefit the entire organization.

Work Environment & Culture

brighthush is a fully remote, distributed organization that values flexibility, transparency, and collaboration. Our culture is built on:

• Inclusive Collaboration: Regular virtual town halls, team‑building retreats, and open‑door communication channels.
• Work‑Life Balance: Flexible hours, unlimited vacation policy, and a focus on outcomes over hours.
• Continuous Learning: Access to learning platforms (LinkedIn Learning, Udemy, Coursera) and a dedicated budget for professional development.
• Diversity & Inclusion: Commitment to building a workforce that reflects the communities we serve.
• Social Impact: Volunteer days, charitable giving, and sustainability initiatives.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: USD 70,000 – 115,000 per year, commensurate with experience.
• Performance‑based bonus structure tied to individual and company metrics.
• Equity options to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Wellness stipend, mental health resources, and ergonomic support.
• Paid parental leave and family support programs.
• Annual professional development stipend and conference travel allowance.

How to Apply

If you are passionate about driving customer success at scale, thrive in a fast‑paced, data‑driven environment, and want to make a tangible impact on a growing tech company, we want to hear from you. Submit your application through our careers portal and join the brighthush team where your expertise will shape the future of customer success.

Join brighthush Today – Where Your Success Drives Our Success

At brighthush, we don’t just hire employees; we build a community of innovators, problem‑solvers, and leaders. Your journey starts here. Apply now and become a pivotal part of a company that is redefining what it means to put customers first.