Senior Strategic Customer Success Manager – Exteriors & SaaS Solutions, Remote, Executive Relationship & Technical Enablement Lead

About brighthush

brighthush is a trailblazing SaaS platform that empowers the home‑service and exterior‑construction industry to streamline operations, elevate customer experiences, and drive sustainable growth. Since its founding in 2012, brighthush has grown into a trusted partner for thousands of businesses—from roofing contractors and HVAC specialists to landscaping and general contractors—helping them manage scheduling, invoicing, field service, and data analytics from a single, cloud‑based solution. With a culture rooted in innovation, collaboration, and a relentless focus on customer success, brighthush is on a mission to transform how exterior‑service companies operate and thrive in a digital world.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that values curiosity, ownership, and continuous learning. We champion a remote‑first work model that empowers you to balance professional ambition with personal flexibility. Our people are our greatest asset, and we invest heavily in their growth through mentorship, leadership training, and a robust learning ecosystem. If you’re passionate about solving complex customer challenges, driving adoption, and shaping the future of field‑service technology, brighthush is the place to amplify your impact.

Role Overview

As a Senior Strategic Customer Success Manager for our Exteriors portfolio, you will be the trusted advisor and technical champion for a select group of high‑value enterprise accounts. Your mission is to ensure these customers achieve measurable business outcomes—such as increased revenue, higher utilization of our platform, and improved operational efficiency—while simultaneously identifying and executing expansion opportunities. You will blend deep technical expertise with executive‑level relationship management, acting as the bridge between our customers, product, engineering, and sales teams.

Key Responsibilities

• Executive Relationship Stewardship: Own the executive relationship for each account, conducting quarterly business reviews, setting success plans, and aligning platform usage with strategic business goals.
• End‑to‑End Escalation Leadership: Lead all escalations from triage through resolution, coordinating cross‑functional teams, and maintaining transparent communication with the customer.
• Adoption & Health Monitoring: Track adoption metrics, identify gaps, and develop prioritized action plans that drive continuous improvement.
• Renewal & Expansion Champion: Forecast renewal timelines, protect revenue, and collaborate with Sales to uncover upsell and cross‑sell opportunities.
• Customer Advocacy: Represent the customer’s voice within brighthush, translating product feedback into actionable insights for product and engineering.
• Technical Discovery & Solution Design: Map customer workflows, data flows, and third‑party integrations; design and document solutions encompassing configuration, feature gates, pricing structures, reporting, and integrations.
• Hands‑On Troubleshooting: Reproduce complex issues, analyze configuration and data, and differentiate between setup gaps and product defects.
• Cross‑Functional Collaboration: Partner with Implementation, Support, Engineering, and Product to scope, validate, and ship fixes; author cases for product‑level attention.
• Reusable Asset Creation: Build SOPs, templates, best‑practice configurations, and enablement content that scale across the portfolio.
• Data‑Driven Insight: Leverage SQL, reporting dashboards, and AI tools to uncover patterns, accelerate diagnosis, and inform strategic recommendations.

Essential Qualifications

• 5+ years of experience in customer success, solutions architecture, implementation, or professional services, with a focus on strategic or enterprise accounts.
• Proven track record of solving technical customer problems—demonstrated through root‑cause analysis, configuration fixes, or integration design.
• Deep understanding of SaaS platforms: workflows, permissions, data models, APIs, integrations, and reporting.
• Strong data fluency: comfortable writing and interpreting SQL queries (or equivalent) to support diagnosis and business cases.
• Executive‑level communication skills: ability to explain technical solutions to business leaders and translate business goals to engineering teams.
• Experience managing escalations and coordinating cross‑functional work without direct authority.
• Structured, documented work style: clear solution designs, action plans, and handoffs.
• Background in field service, home services, construction, or roofing/exterior workflows.
• Hands‑on experience with brighthush’s platform (configuration, pricebook, estimating, integrations).
• Experience with third‑party or supplier integrations, scripting/automation, or building with AI tools.
• Dual experience in both a CSM and a technical or architect role.

Preferred Qualifications

• Experience in a high‑growth SaaS company with a focus on enterprise sales and customer success.
• Knowledge of industry‑specific regulations and compliance requirements for exterior‑service businesses.
• Background in data science or analytics, with the ability to build predictive models or dashboards.
• Experience leading or mentoring a team of customer success or technical professionals.

Skills & Competencies

• Strategic Thinking & Business Acumen
• Technical Problem Solving & Systems Integration
• Project Management & Prioritization
• Stakeholder Management & Influence
• Data Analysis & SQL Proficiency
• Customer‑Centric Mindset & Empathy
• Adaptability & Resilience in a Fast‑Paced Environment
• Collaboration Across Remote Teams

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. We offer a structured learning roadmap that includes:

• Mentorship from senior leaders across product, engineering, and sales.
• Access to a curated library of courses, certifications, and industry conferences.
• Leadership training programs designed for high‑potential talent at all levels.
• Opportunities to transition into product management, engineering, or sales leadership roles.
• Regular feedback loops and performance reviews that focus on growth and impact.

Work Environment & Culture

brighthush thrives on a culture of innovation, transparency, and collaboration. Our remote‑first model means you can work from anywhere in the United States while staying connected through weekly virtual town halls, cross‑functional hackathons, and informal coffee chats. We celebrate diversity, encourage open dialogue, and reward bold ideas that drive customer success. Our people are empowered to experiment, learn from failures, and iterate quickly—an environment that fuels both personal and professional growth.

Compensation & Benefits

While the exact salary range will be determined based on experience and market data, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for senior customer success roles.
• Annual performance bonus tied to customer outcomes and company metrics.
• Equity participation to share in the company’s long‑term success.
• Comprehensive health, dental, and vision coverage (100% employer‑paid for the employee, 90% for dependents).
• Flexible time off policy and paid parental leave.
• 401(k) plan with company match.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Telehealth services and partnerships with One Medical.
• Pet insurance and legal advisory services.
• Financial planning tools and wellness programs.
• Annual company bonus and peer‑nominated awards.
• Support for fertility services, surrogacy, and adoption reimbursement.
• On‑demand maternity support through Maven Maternity and free breast milk shipping via Maven Milk.

How to Apply

If you’re ready to lead transformative customer journeys, drive adoption at scale, and shape the future of exterior‑service technology, we want to hear from you. Submit your application through our career portal and join a team that values expertise, curiosity, and a passion for customer success.

Join brighthush Today

At brighthush, we’re building more than a product—we’re building a community of innovators who are redefining the home‑service industry. As a Senior Strategic Customer Success Manager, you’ll play a pivotal role in ensuring our customers not only succeed but thrive. Bring your technical acumen, strategic mindset, and customer‑first attitude to a company that rewards bold ideas and delivers tangible impact. Apply now and help us illuminate the path to success for our partners across the United States.