Senior Scaled Customer Success Manager – Driving AI‑Powered Adoption, Renewal, and Growth for Mid‑Market & SMB Clients at brighthush

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 by reviewing the latest adoption dashboards, identifying any customers that are slipping below key usage thresholds, and prioritizing outreach. Mid‑morning, you’ll collaborate with the Renewal Desk to align on upcoming renewal dates, ensuring that all necessary health checks and value‑realization metrics are in place. The afternoon is often spent crafting personalized outreach emails, coordinating with the Marketing team to launch a new adoption campaign, or hosting a virtual workshop for a high‑profile client to showcase new AI features. Throughout the day, you’ll maintain a pulse on the broader customer ecosystem, feeding insights back to Product and Sales to shape future roadmap and go‑to‑market strategies.

Essential Qualifications

• Minimum of 5 years of experience in Customer Success, Account Management, or a related field, with at least 2 years in a senior or lead role managing a high‑volume portfolio.
• Proven track record of driving adoption, renewal, and expansion metrics in a SaaS or cloud‑native environment.
• Strong analytical mindset with the ability to interpret complex data sets, identify trends, and translate insights into actionable plans.
• Exceptional communication skills, both written and verbal, with the ability to engage executives, influence cross‑functional teams, and deliver compelling presentations.
• Experience working with CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango) and proficiency in Excel, SQL, or similar data tools.
• Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast‑paced environment.

Preferred Qualifications

• Background in AI or data‑driven product environments, with a deep understanding of how AI can unlock customer value.
• Experience leading cross‑functional initiatives that span Product, Sales, Marketing, and Support.
• Knowledge of the mid‑market and SMB landscape, including common pain points, buying cycles, and budget constraints.
• Experience with programmatic outreach and automated engagement workflows.
• Leadership experience mentoring junior Customer Success professionals or managing a team.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer success initiatives with business goals.
• Customer Advocacy: Passion for championing the customer voice and turning feedback into product improvements.
• Data Fluency: Comfortable working with dashboards, metrics, and data storytelling.
• Project Management: Skilled at coordinating cross‑functional projects and driving them to completion.
• Relationship Building: Talent for building trust with executives, peers, and partners.
• Adaptability: Thrives in a dynamic environment and can pivot quickly when priorities shift.

Career Growth & Learning Opportunities

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

• Lead a dedicated team of Customer Success Specialists and grow into a Manager or Director role.
• Shape the strategic direction of our customer success organization, influencing product roadmap and go‑to‑market strategy.
• Participate in executive‑level strategy sessions, gaining exposure to senior leadership and industry trends.
• Access a robust learning ecosystem, including internal workshops, mentorship programs, and external certifications in SaaS, AI, and customer success best practices.
• Attend global conferences and industry events to network with peers and stay ahead of emerging trends.

Work Environment & Company Culture

brighthush thrives on a culture of curiosity, collaboration, and impact. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly all‑hands meetings that keep the entire organization aligned.
• Monthly hackathons where teams prototype new features or process improvements.
• Quarterly “Innovation Days” that encourage experimentation and cross‑departmental collaboration.
• A transparent feedback loop where your ideas can influence product decisions and company strategy.
• A commitment to work‑life balance, with flexible hours, generous paid time off, and mental health resources.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonuses tied to adoption, renewal, and expansion metrics.
• Equity or stock‑option plans that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your family.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health support.

How to Apply

If you’re ready to lead the charge in driving adoption, renewal, and growth for a dynamic SaaS platform, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Scaled Customer Success Manager role at brighthush. Join us and help shape the future of work for mid‑market and SMB customers worldwide.