Senior SMB Customer Success Manager – Americas – Driving Growth, Retention, and Onboarding Excellence for Early-Stage Clients at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers early‑stage startups to build hiring excellence into the DNA of their growing organizations. Our mission is simple yet ambitious: to make recruiting effortless, data‑driven, and scalable for founders who are building the next wave of innovation. With a product that blends powerful automation, intuitive workflows, and actionable analytics, we help founders attract, hire, and retain top talent faster than ever before.

Since our founding, we have grown from a single product to a full ecosystem that supports the entire hiring lifecycle—from sourcing and interviewing to onboarding and retention. Our team of 150+ passionate professionals spans the United States, Canada, and EMEA, and we pride ourselves on a culture that values curiosity, collaboration, and continuous learning.

Why Join brighthush?

• Impactful Work – You’ll be the voice of our early‑stage customers, shaping how they adopt and get the most value from our platform.
• Fast‑Paced Growth – As a rapidly scaling company, you’ll see your contributions directly reflected in our success metrics and customer satisfaction scores.
• Learning Opportunities – From product deep dives to cross‑functional projects, you’ll gain exposure to engineering, product, design, and GTM teams.
• Inclusive Culture – We celebrate diverse backgrounds, perspectives, and experiences, and we’re committed to creating a welcoming environment for all.
• Competitive Compensation & Perks – We offer a comprehensive benefits package, generous equity, unlimited PTO, and a flexible work environment.

Role Overview

As a Senior SMB Customer Success Manager at brighthush, you will own a portfolio of early‑stage customers across the Americas. You will be the primary point of contact for onboarding, adoption, and ongoing success, ensuring that each client achieves their hiring goals and derives maximum value from our platform.

This is a mid‑level role that blends customer advocacy, project ownership, and cross‑functional collaboration. You will work closely with product, engineering, and marketing teams to translate customer feedback into actionable improvements, while also driving best practices in onboarding, retention, and upsell opportunities.

Key Responsibilities

• Customer Onboarding & Adoption – Design, develop, and deliver high‑quality onboarding materials, documentation, and e‑webinars that enable clients to self‑serve and become proficient users.
• Account Management – Serve as the main point of contact for a book of customers, managing all communications via shared inbox and scheduled calls.
• Project Ownership – Lead medium‑to‑large projects that improve customer experience, such as building in‑app onboarding flows, creating live webinar series, and embedding retention best practices.
• Customer Advocacy – Act as the voice of the customer within brighthush, gathering insights, prioritizing feature requests, and collaborating with product and engineering to drive enhancements.
• Performance Metrics – Track and report on key success metrics (NPS, churn, adoption rates) and use data to inform continuous improvement initiatives.
• Cross‑Functional Collaboration – Partner with sales, marketing, and professional services to align on customer journeys and identify upsell or expansion opportunities.
• Process Improvement – Identify bottlenecks in onboarding or support workflows and propose scalable solutions that benefit the entire team.
• Mentorship & Knowledge Sharing – Share best practices with peers, contribute to internal knowledge bases, and help onboard new team members.

Essential Qualifications

• Minimum 2 years of full‑time experience as a Customer Success Manager, Account Manager, or Program Manager in a SaaS environment.
• Proven track record of managing a portfolio of customers and driving adoption, retention, and satisfaction.
• Experience with complex, rapidly evolving products (e.g., brighthush, brighthush, brighthush).
• Strong problem‑solving skills, with the ability to define scope, map multiple solutions, and execute independently.
• Exceptional written and verbal communication skills, capable of tailoring messaging to diverse audiences.
• Detail‑oriented, ensuring all customer interactions are clear, empathetic, and actionable.
• Curiosity and a passion for learning new tools, processes, and industry trends.

Preferred Qualifications

• Experience in the recruiting or HR tech space, with a deep understanding of hiring workflows.
• Background in building or managing customer success programs for early‑stage startups.
• Familiarity with analytics and reporting tools (e.g., brighthush, brighthush).
• Experience leading cross‑functional projects that span product, engineering, and marketing.
• Proficiency in creating engaging content, such as webinars, tutorials, and knowledge base articles.

Skills & Competencies

• Customer‑Centric Mindset – Deep empathy for client challenges and a drive to deliver exceptional experiences.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day tasks.
• Analytical Aptitude – Comfortable working with data to uncover insights and inform decisions.
• Project Management – Skilled at planning, executing, and delivering projects on time and within scope.
• Collaboration – Thrive in a team environment, building strong relationships across departments.
• Adaptability – Comfortable navigating change in a fast‑moving startup environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior SMB Customer Success Manager, you will have the opportunity to:

• Progress to a Lead Customer Success Manager or Director role, overseeing larger teams and more complex accounts.
• Transition into product management or strategy roles, leveraging your deep customer insights.
• Participate in leadership development programs, mentorship, and industry conferences.
• Contribute to the design of new customer success frameworks that scale with our growth.

Work Environment & Culture

brighthush fosters a culture of transparency, autonomy, and continuous improvement. Our values include:

• Ownership – Take initiative, own outcomes, and drive results.
• Collaboration – Work cross‑functionally, share knowledge, and celebrate collective wins.
• Growth Mindset – Embrace learning, experiment, and iterate.
• Diversity & Inclusion – Create a safe space for all voices to be heard.

We offer flexible work arrangements, a collaborative office environment, and a supportive team that values work‑life balance.

Compensation & Benefits

• Competitive Base Salary – Market‑aligned pay with performance bonuses.
• Equity Package – 10‑year exercise window for stock options, allowing you to share in brighthush’s long‑term success.
• Unlimited PTO – Take the time you need to recharge, with a recommended minimum of four weeks per year.
• Paid Family Leave – Twelve weeks of fully paid leave in the US, with plans to extend globally.
• Health & Wellness – Comprehensive medical, dental, and vision coverage for you and your dependents.
• Learning & Development – $100/month education budget, plus coverage for conferences and certifications with manager approval.
• Technology & Workspace – Generous budget for equipment, software, and ergonomic office furniture.
• Community & Events – Access to industry meetups, hackathons, and internal knowledge‑sharing sessions.

Application Process

Our hiring journey is designed to be thorough, fair, and transparent. The steps for this role include:

• Initial Screening – 20‑30 minute conversation to discuss your background and fit.
• Hiring Manager Interview – 45‑minute deep dive into your experience and role expectations.
• Take‑Home Assessment – One week to complete a project that showcases your problem‑solving and communication skills.
• Panel Interview – Two‑hour session with cross‑functional leaders to assess cultural fit and technical capabilities.

We encourage you to apply through the official brighthush portal. All applications will be reviewed with the utmost confidentiality and fairness.

Closing Statement

Are you ready to help early‑stage founders unlock the full potential of their hiring processes? Do you thrive in a collaborative, fast‑moving environment where your ideas can shape the future of recruiting technology? If so, we invite you to join brighthush as a Senior SMB Customer Success Manager and become a pivotal part of our mission to redefine hiring excellence.

Thank you for considering this opportunity. We look forward to exploring how your expertise and passion can contribute to brighthush’s continued growth and success.

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.