Senior Strategic Customer Success Manager – Client Onboarding, Adoption & Growth Specialist for brighthush SaaS Solutions

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses to unlock the full potential of their digital ecosystems. With a portfolio of cutting‑edge SaaS solutions spanning customer engagement, data analytics, and workflow automation, we help organizations of all sizes accelerate growth, streamline operations, and deliver unforgettable customer experiences. Our mission is simple: to light the way for our clients through innovation, insight, and relentless support.

At brighthush, we believe that success is a partnership. That’s why we invest heavily in our people, culture, and the tools that enable them to thrive. Whether you’re a seasoned professional or a rising star, you’ll find a place where curiosity is rewarded, collaboration is the norm, and impact is measurable.

Role Overview

We are looking for a proactive, client‑focused Customer Success Manager (CSM) to become the trusted advisor for our most valuable accounts. In this role, you will guide customers from the moment they sign on through every stage of their journey, ensuring they realize tangible business outcomes and remain loyal advocates for brighthush. Your strategic mindset, data‑driven approach, and exceptional communication skills will be the engine that powers adoption, retention, and expansion.

Key Responsibilities

• Relationship & Account Management: Serve as the primary partner for a portfolio of key accounts, building deep, long‑term relationships with stakeholders, executive sponsors, and decision makers.
• Onboarding & Adoption: Lead seamless customer onboarding, product implementation, and training programs to ensure rapid time‑to‑value and sustained engagement.
• Retention & Renewals: Monitor account health metrics, proactively manage renewal risks, and secure high contract retention rates through strategic interventions.
• Account Growth: Identify upsell and cross‑sell opportunities in collaboration with Sales and Account Executive teams, driving revenue expansion while maintaining customer satisfaction.
• Voice of Customer (VoC): Gather customer feedback, requests, and insights to share with Product, Engineering, and Marketing teams, influencing product roadmap and feature prioritization.
• Quarterly Business Reviews (QBRs): Prepare and conduct regular strategic reviews with key accounts to evaluate success metrics, ROI, and future growth alignment.
• Data Analysis & Reporting: Track usage metrics, analyze customer behavior data, and develop actionable success plans that align with business objectives.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, Marketing, and Support to create a unified customer experience and resolve escalations efficiently.
• Process Improvement: Continuously refine customer success workflows, tools, and best practices to increase efficiency and scalability.

Essential Qualifications

• Education: Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent practical experience).
• Experience: 3–5 years of proven success in Customer Success, Account Management, or Client Services within a SaaS environment.
• Technical Proficiency: Advanced knowledge of CRM tools (Salesforce, HubSpot) and Customer Success platforms (Gainsight, ChurnZero, Vitally).
• Communication: Exceptional verbal, written, presentation, and relationship‑building skills; able to articulate complex concepts to diverse audiences.
• Analytical Mindset: Strong ability to track usage metrics, analyze customer behavior data, and translate insights into strategic actions.
• Problem‑Solving: Demonstrated capacity to identify issues, develop solutions, and drive outcomes in a fast‑paced, dynamic environment.
• Customer‑Centricity: Passion for delivering outstanding customer experiences and a track record of turning challenges into opportunities.

Preferred Qualifications

• Experience working with enterprise‑grade SaaS products and managing complex, multi‑stakeholder accounts.
• Background in data analytics or business intelligence, with proficiency in SQL or similar query languages.
• Knowledge of industry trends in customer experience, digital transformation, and cloud technologies.
• Certified Customer Success Manager (CCSM) or related credential.
• Fluency in additional languages beyond English.

Skills & Competencies

• Strategic Thinking: Ability to align customer goals with brighthush solutions and articulate a clear roadmap for success.
• Project Management: Skilled at coordinating cross‑functional initiatives, managing timelines, and delivering results on schedule.
• Influence & Negotiation: Comfortable engaging with C‑suite executives and negotiating renewal terms or expansion deals.
• Adaptability: Thrive in a rapidly evolving environment, quickly learning new products and processes.
• Empathy & Active Listening: Deeply understand customer pain points and respond with tailored solutions.
• Technology Savvy: Comfortable navigating multiple SaaS platforms, data dashboards, and automation tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As a Customer Success Manager, you will:

• Progress to Senior CSM, Customer Success Lead, or Director of Customer Success roles, overseeing larger portfolios and shaping strategy.
• Participate in leadership development programs, mentorship circles, and cross‑departmental projects.
• Gain exposure to product strategy, sales enablement, and data science teams, broadening your skill set and market value.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends and best practices.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to customer success. Key highlights include:

• Remote‑First Flexibility: Work from anywhere in Oregon or beyond, with a fully equipped home office stipend.
• Inclusive Community: Diverse teams, inclusive hiring practices, and employee resource groups that celebrate individuality.
• Continuous Feedback: Regular 1:1s, performance reviews, and peer recognition programs that foster growth.
• Innovation Labs: Dedicated time for experimentation, hackathons, and product beta testing.
• Wellness & Balance: Comprehensive health plans, mental health resources, and generous paid time off.

Compensation & Benefits

While the base salary range for this role is USD 31,200 – 83,200 per year, we offer a competitive total rewards package that includes:

• Performance‑based bonuses tied to customer satisfaction, retention, and expansion metrics.
• Health, dental, and vision insurance with generous employer contributions.
• 401(k) retirement plan with company match.
• Unlimited paid time off (PTO) policy to support work‑life balance.
• Professional development stipend for courses, certifications, and conferences.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.
• Wellness program access, including virtual fitness classes and mental health counseling.

How to Apply

Ready to light the way for our clients and grow your career? Submit your resume, cover letter, and any relevant portfolio or case studies through the link below. We look forward to exploring how your expertise can help brighthush continue to deliver transformative customer success.

Apply to this job at brighthush

Join brighthush – Where Customer Success Meets Innovation

At brighthush, you’ll be part of a mission‑driven team that values curiosity, collaboration, and customer impact. If you’re passionate about building lasting relationships, driving measurable outcomes, and shaping the future of SaaS, we want to hear from you. Apply today and help us illuminate the path to success for our clients and our organization alike.