Senior Scaled Customer Success Manager – French Speaking – Driving Adoption, Optimization & Growth at brighthush

About brighthush

brighthush is the world’s leading AI‑native agreement platform, empowering more than 1.8 million customers across 180+ countries to streamline contracts, unlock data, and accelerate business outcomes. With a mission to make every agreement work for people, brighthush blends cutting‑edge technology with a customer‑first mindset, creating a culture where innovation, collaboration, and impact are at the core of everything we do.

Why Join brighthush?

At brighthush, you’ll be part of a global team that is redefining how businesses manage agreements. We champion a growth‑oriented, data‑driven culture that rewards curiosity, resilience, and a passion for delivering measurable value to our customers. Whether you’re a seasoned customer success professional or a rising star eager to scale your impact, brighthush offers:

• Remote‑first flexibility with a supportive hybrid model for those who thrive in a collaborative office environment.
• Access to world‑class learning resources, mentorship programs, and a clear career ladder that rewards performance and initiative.
• A diverse, inclusive workplace where every voice is heard and every idea has the chance to shape the future of agreement technology.
• Competitive compensation, equity, and a comprehensive benefits package that covers health, wellness, and financial security.

Role Overview

As a Scaled Customer Success Manager (Scaled CSM) – French Speaking, you will be the strategic partner for a portfolio of high‑value enterprise and commercial customers. Your mission is to drive adoption, optimize usage, and unlock expansion opportunities across the entire customer lifecycle— from launch to renewal. You will work closely with Digital CSMs, Customer Success Account Managers (CSAMs), Account Executives, and Renewal Specialists to deliver personalized, outcome‑driven engagements that translate into higher satisfaction, increased net revenue retention, and long‑term customer loyalty.

Key Responsibilities

• Strategic Customer Engagements – Lead one‑to‑one health checks, optimization sessions, and feature adoption workshops tailored to each customer’s business objectives.
• Lifecycle Management – Own the full customer journey: launch, adoption, optimization, and renewal, ensuring that every touchpoint delivers value and drives measurable outcomes.
• Data‑Driven Prioritization – Analyze usage metrics, health scores, and renewal signals to identify at‑risk accounts, low‑adoption segments, and high‑growth opportunities.
• Cross‑Functional Collaboration – Partner with Sales, Renewals, Support, Marketing, and Product teams to surface insights, influence roadmap priorities, and co‑create success stories.
• Process & Playbook Development – Contribute to the creation of scalable playbooks, best‑practice content, and reusable templates that empower the broader success organization.
• Documentation & Visibility – Record all engagements, recommendations, and outcomes in Gainsight and Salesforce, ensuring transparency for the wider account team.
• Renewal Readiness & Upsell Enablement – Conduct renewal‑readiness workshops that clarify value, surface new use cases, and secure recurring revenue growth.

Essential Qualifications

• Minimum 3 years of experience in customer‑facing roles within SaaS, such as Customer Success, Account Management, Consulting, or Implementation.
• Fluency in French and English, with the ability to communicate complex concepts in clear, non‑technical language.
• Proven track record of translating technical enablement into actionable, step‑by‑step guidance for non‑technical audiences.
• Strong analytical mindset: experience working with usage data, health scores, and reporting tools to prioritize actions and measure impact.
• Excellent written and verbal communication skills, with a history of crafting concise, customer‑centric communications across email, calls, and digital channels.
• Organizational excellence: ability to manage a high volume of daily requests while maintaining quality and attention to detail.
• Resilience and a positive attitude in the face of challenges, coupled with a collaborative, goal‑oriented mindset.

Preferred Qualifications

• Experience in scaled or digital customer success programs, including playbook‑driven engagements and the use of CTAs.
• History of delivering strong customer outcomes while handling a large volume of requests.
• Background in crafting adoption strategies and scaled playbooks that drive measurable growth.
• Familiarity with brighthush products (eSignature, IDV, IAM) and common commercial SaaS use cases.
• Proficiency with Salesforce, Gainsight, Outreach, and analytics or BI tools in a customer success context.
• Experience in a remote or hybrid work environment, demonstrating self‑management and effective virtual collaboration.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering tangible business outcomes.
• Strategic thinking and the ability to translate data insights into actionable plans.
• Strong facilitation and presentation skills, capable of leading webinars and workshops for diverse audiences.
• Technical aptitude: comfortable navigating SaaS platforms, understanding integration concepts, and troubleshooting common issues.
• Project management: adept at juggling multiple initiatives, setting priorities, and meeting deadlines.
• Team player: thrives in cross‑functional collaboration and actively shares knowledge with peers.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Scaled CSM, you will:

• Progress through a clear career ladder that includes roles such as Senior Scaled CSM, Lead Scaled CSM, and Director of Customer Success.
• Participate in a structured mentorship program pairing you with senior leaders who can guide your growth.
• Access to continuous learning resources, including internal workshops, external certifications, and conference sponsorships.
• Opportunity to influence product strategy by feeding customer insights into the product roadmap.
• Chance to lead cross‑functional initiatives, such as global adoption campaigns or new feature rollouts.

Work Environment & Culture at brighthush

brighthush is built on the principles of trust, transparency, and empowerment. Our culture encourages:

• Open communication: regular town halls, feedback loops, and transparent decision‑making.
• Inclusivity: a diverse workforce where every voice is valued and every idea can shape our future.
• Work‑life balance: flexible schedules, remote work options, and a focus on mental and physical well‑being.
• Community impact: initiatives that give back to local communities and support global sustainability goals.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer success metrics such as NRR, adoption rates, and customer satisfaction.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, parental leave, and flexible work arrangements.
• Wellness programs, including gym memberships, mental health resources, and wellness stipends.
• Professional development budget for courses, certifications, and industry conferences.

How to Apply

If you’re ready to take your customer success career to the next level, bring your passion for driving adoption, your expertise in French‑speaking markets, and your desire to make a measurable impact. Submit your application through our careers portal and join a team that is committed to building trust, fostering innovation, and creating a better world—one agreement at a time.