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

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‑ Apply for this job