Senior Strategic Customer Success Manager – Accelerating Sustainable Growth, Retention, and Digital Transformation for Automotive Service & Tire Enterprises at brighthush

About brighthush

brighthush is a global pioneer in automotive‑focused technology, delivering a suite of cloud‑native SaaS solutions that empower independent service centers, tire retailers, and related specialty businesses to thrive in an increasingly digital marketplace. Our platform spans digital retailing, eCommerce storefronts, marketing automation, dynamic eCatalogs, and data‑driven insights that unlock new revenue streams, streamline back‑office operations, and create memorable customer experiences. Serving more than a dozen verticals—including powersports, marine, RV, pre‑owned vehicles, agriculture, and specialty retail—brighthush helps partners across the United States, Mexico, Belize, India, and the Netherlands stay ahead of industry disruption.

At brighthush, our culture is built on collaboration, continuous learning, and an unwavering commitment to inclusion. Every voice matters, every idea is welcomed, and every employee is given the tools and autonomy to grow both personally and professionally.

Why Join brighthush?

• Purpose‑Driven Impact: As a Senior Strategic Customer Success Manager, you become the trusted advisor who directly influences the profitability and digital evolution of our clients’ businesses.
• Clear Career Pathways: Structured mentorship, leadership development programs, and access to industry conferences accelerate your professional trajectory.
• Remote‑First Flexibility: Work from any location with a reliable internet connection—no mandatory travel, and a flexible schedule that respects work‑life harmony.
• Competitive Total Rewards: Base salary, performance‑based bonuses, equity participation, and a comprehensive benefits suite.
• Diversity & Inclusion: A workplace that celebrates differences, fosters belonging, and reflects the communities we serve.
• Innovation Hub: Partner with product, engineering, data science, and go‑to‑market teams to shape the next generation of automotive SaaS tools.
• Community & Culture: Virtual team huddles, cross‑functional syncs, annual retreats, and peer‑recognition programs that nurture camaraderie and shared purpose.

About the Role

This senior position sits at the strategic intersection of brighthush’s technology roadmap and the business outcomes of our automotive service and tire partners. You will be responsible for cultivating deep, advisory‑level relationships, driving adoption of our full product suite, and orchestrating growth initiatives that deliver measurable ROI for both the client and brighthush.

Key Responsibilities

• Develop and nurture long‑term, executive‑level relationships with independent auto service centers, tire retailers, and multi‑location groups, positioning yourself as the go‑to strategic partner for all brighthush solutions.
• Achieve product mastery within the first 90 days and maintain continuous expertise on new releases, feature enhancements, and emerging industry trends.
• Lead quarterly business reviews (QBRs) for each portfolio account, delivering data‑driven insights, health score analyses, and actionable growth roadmaps that align with client objectives.
• Facilitate remote, web‑based workshops, training sessions, and executive briefings, ensuring a polished virtual presence that reflects brighthush’s brand values.
• Respond promptly to customer inquiries, troubleshoot technical or operational issues, and collaborate with Sales, Product, Support, and Engineering to resolve concerns efficiently.
• Identify and qualify upsell and cross‑sell opportunities, articulate the business value of additional modules, and hand off qualified prospects to the Sales team for closure.
• Monitor customer health metrics (NPS, CSAT, usage adoption, renewal likelihood) in real time, flag at‑risk accounts, and execute proactive retention strategies to keep churn below industry benchmarks.
• Collect, analyze, and act upon CSAT/NPS data, feeding insights back into product development, training programs, and service delivery improvements.
• Maintain rigorous adherence to internal processes, documentation standards, and compliance requirements, ensuring audit‑ready records for every client interaction.
• Leverage a robust technology stack—including Salesforce, Jiminny, Power BI, Vonage, and internal CRM tools—to track relationships, measure performance, and uncover optimization opportunities.
• Co‑create customized success plans that align client business goals with brighthush’s product roadmap, establishing clear KPIs, timelines, and success criteria.
• Serve as a subject‑matter expert on automotive service industry best practices, digital transformation trends, and competitive positioning, providing thought leadership through webinars, whitepapers, and client workshops.
• Collaborate with Marketing to develop case studies, testimonials, and reference programs that showcase client successes and amplify brighthush’s market presence.

Essential Qualifications

• Associate’s degree in Business Administration, Marketing, or a related discipline (Bachelor’s degree preferred).
• Minimum 5 years of experience in consultative account management, customer success, or retention roles within SaaS, technology, or automotive‑related environments.
• Proven track record of managing a portfolio of mid‑market to enterprise‑level accounts, driving adoption, expansion, and renewal rates above 90%.
• Exceptional verbal and written communication skills, with the ability to translate complex technical concepts into clear business value propositions.
• Demonstrated relationship‑building expertise, including experience engaging C‑level stakeholders and influencing decision‑makers.
• Detail‑oriented, punctual, and consistently professional in all client and internal interactions.
• Self‑starter who thrives in a remote environment, balances independent work with collaborative teamwork, and meets tight deadlines under pressure.
• Advanced proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and comfort presenting polished decks to executive audiences.
• Strong video‑conferencing presence, including on‑camera professionalism, screen‑sharing fluency, and mastery of virtual collaboration tools.
• Data‑driven decision‑making experience, including the ability to interpret usage analytics, health scores, and financial metrics to guide strategy.

Preferred Qualifications

• Experience in digital advertising, marketing agencies, or media sales, providing a nuanced understanding of ROI‑focused campaigns.
• Background in call‑center operations or high‑volume customer support environments, reinforcing empathy and rapid issue resolution skills.
• Public speaking or presentation experience at industry conferences, webinars, or client workshops.
• In‑depth knowledge of the automotive service industry, including service‑center workflows, tire‑retail dynamics, and parts inventory management.
• Hands‑on experience with CRM platforms (especially Salesforce) and data‑visualization tools (Power BI, Tableau, or Looker).
• Familiarity with SaaS subscription models, product lifecycle management, and recurring revenue metrics.

Core Competencies & Skills

• Strategic Thinking: Ability to see the big picture, anticipate market shifts, and translate vision into concrete, measurable plans.
• Data‑Driven Decision Making: Comfortable interpreting dashboards, health scores, and financial data to drive outcomes.
• Problem Solving: Quick to diagnose root causes and develop effective, scalable solutions.
• Collaboration: Works seamlessly across Sales, Product, Engineering, and Support to deliver a unified customer experience.
• Adaptability: Thrives in a fast‑moving environment where priorities evolve rapidly.
• Customer‑Centric Mindset: Places the client’s success at the forefront of every decision and interaction.
• Communication: Articulates ideas clearly, listens actively, and tailors messaging to diverse audiences.
• Project Management: Manages multiple initiatives simultaneously, balancing scope, timeline, and resources.
• Leadership Influence: Inspires confidence, drives consensus, and champions best practices across teams.

Career Growth & Learning Opportunities

At brighthush, learning is a continuous journey. As a Senior Strategic Customer Success Manager, you will benefit from:

• A structured onboarding program that includes deep product immersion, sales alignment, and best‑practice frameworks for customer success.
• Access to internal and external training platforms, with sponsorship for certifications such as Salesforce Administrator, Power BI Analyst, and Customer Success Management (CSM) credentials.
• Mentorship from senior leaders who provide regular coaching, performance feedback, and career‑path guidance.
• Clear promotion tracks to Senior Customer Success Manager, Customer Success Director, or Product Management roles, based on performance and ambition.
• Opportunities to contribute to product roadmap discussions, ensuring that real‑world client insights shape future releases.
• Attendance at industry conferences, webinars, and workshops—both virtual and in‑person—to stay ahead of market trends.
• A dedicated learning stipend that can be applied toward courses, certifications, books, or conference fees of your choice.
• Cross‑functional project assignments that broaden exposure to product development, go‑to‑market strategy, and data science initiatives.

Work Environment & Company Culture

brighthush embraces a remote‑first culture that balances flexibility with strong community ties. Our collaborative environment includes:

• Weekly virtual team huddles and cross‑functional syncs that keep everyone aligned on goals and priorities.
• Real‑time communication channels via Slack, Microsoft Teams, and email, ensuring rapid information flow.
• A comprehensive digital knowledge base, community forums, and self‑service resources that empower employees to find answers quickly.
• Annual virtual retreats and optional in‑person meetups that foster team bonding and celebrate milestones.
• Recognition programs, peer shout‑outs, and quarterly awards that highlight individual and team achievements.
• A culture that encourages experimentation, celebrates learning from failure, and rewards innovative thinking.
• Flexible work schedules that respect personal commitments, with a focus on outcomes rather than hours logged.

Our employees enjoy a supportive environment that values work‑life balance, personal well‑being, and continuous growth.

Compensation & Benefits

While exact figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with industry standards for senior customer success professionals.
• Performance‑based bonuses tied to customer satisfaction, retention rates, and revenue expansion.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with company matching.
• Generous paid time off—including vacation, sick leave, holidays, and personal days.
• Remote‑work stipend covering home‑office equipment, internet, and coworking space access.
• Professional development budget for certifications, courses, and conference attendance.
• Employee wellness initiatives, such as virtual fitness classes, mental‑health resources, and mindfulness programs.
• Family‑friendly policies, including parental leave and flexible scheduling for caregivers.

How to Apply

If you are passionate about driving customer success, thrive in a dynamic, data‑rich environment, and want to make a tangible impact on the automotive service and tire industry, we invite you to apply today. Even if you don’t meet every single requirement, we value diverse perspectives and encourage you to share your unique story.

Ready to join the brighthush team and accelerate the digital transformation of automotive service businesses? Click the link below to submit your application and take the first step toward a rewarding career where your expertise fuels growth—for our clients and for you.