Senior Strategic Customer Success Manager – Revenue Expansion & Upsell Specialist for SaaS Practice Management Solutions at brighthush

About brighthush

brighthush is a trailblazer in the practice‑management software arena, redefining how legal, accounting, and consulting professionals operate in the digital age. With a portfolio that serves more than 10,000 firms worldwide, our platform blends intelligent document automation, seamless payment processing, and robust analytics into a single, user‑centric experience. We empower our customers to focus on what matters most—delivering exceptional client service—while we handle the complexity of compliance, security, and scalability.

Our mission is simple yet ambitious: to amplify human expertise through technology. Every product iteration, every customer interaction, and every cross‑functional collaboration is guided by this philosophy. If you thrive on helping professionals unlock new revenue streams and streamline operations, brighthush offers the stage to make a measurable impact.

Why brighthush?

• Impact at Scale – Your work will directly influence the success of thousands of firms, helping them grow and innovate.
• Fast‑Paced Growth – We’re a rapidly expanding SaaS company with ambitious revenue targets and a culture that rewards initiative.
• Collaborative Culture – Cross‑functional teams work hand‑in‑hand to deliver value, from product to sales to support.
• Learning & Development – Continuous learning is embedded in our DNA, with access to industry conferences, internal knowledge hubs, and mentorship programs.
• Diverse & Inclusive – We celebrate unique backgrounds and perspectives, believing that diverse teams drive better outcomes.
• Remote‑First Flexibility – Work from anywhere with the support of a fully equipped virtual environment and occasional on‑site collaboration.
• Innovation‑Driven – We invest heavily in emerging technologies such as AI‑driven automation, predictive analytics, and advanced security protocols.

Role Overview

As a Senior Strategic Customer Success Manager at brighthush, you will serve as the trusted advisor and growth catalyst for our enterprise customers. Your primary focus will be revenue expansion through upselling, cross‑selling, and proactive opportunity hunting. You will partner closely with Sales, Marketing, Product, and Support to ensure that our customers not only achieve their goals but also discover new ways to leverage brighthush’s platform for greater success.

Key Responsibilities

Account Growth & Hunting

• Proactively identify, develop, and close upsell, cross‑sell, and expansion opportunities within existing accounts.
• Build and execute account growth plans that align with customer objectives and brighthush’s revenue targets.
• Continuously “hunt” for new use cases, departments, and stakeholders to expand product adoption.
• Partner with Sales to convert expansion pipeline into closed revenue.
• Own and manage a book of business with a clear growth quota or expansion target.
• Leverage data analytics to surface high‑potential accounts and prioritize outreach.
• Develop customized value propositions that resonate with each customer’s unique business challenges.

Customer Success & Relationship Management

• Serve as the trusted advisor to customers, ensuring alignment between their goals and product capabilities.
• Build strong relationships with key stakeholders and decision‑makers across client organizations.
• Drive product adoption, engagement, and long‑term value realization through tailored onboarding, training, and best‑practice sharing.
• Conduct regular business reviews focused on performance metrics and growth opportunities.
• Champion customer advocacy by gathering testimonials, case studies, and success stories.
• Facilitate quarterly business reviews (QBRs) that highlight ROI, feature usage, and strategic roadmaps.
• Act as the voice of the customer within brighthush, feeding insights back to product and engineering.

Retention & Risk Management

• Monitor customer health scores and proactively mitigate churn risk.
• Develop and execute retention strategies for at‑risk accounts, including renewal readiness plans.
• Position expansion opportunities during renewal discussions to maximize account value.
• Collaborate with Support to resolve escalations and ensure a seamless customer experience.
• Track and report on churn metrics, renewal rates, and expansion revenue.
• Implement proactive outreach programs for high‑value accounts to maintain engagement.

Cross‑Functional Collaboration

• Partner with Sales, Marketing, Product, and Support teams to drive customer outcomes and growth.
• Provide customer feedback to influence product roadmap and go‑to‑market strategies.
• Work with Marketing to develop targeted campaigns that highlight new features and success stories.
• Collaborate with Product to prioritize enhancements that deliver measurable business value.
• Coordinate with Finance to forecast expansion revenue and update pipeline metrics.
• Engage with Legal and Compliance to ensure all expansion activities adhere to regulatory standards.

Essential Qualifications

• 3–7+ years of experience in Customer Success, Account Management, or Sales within a SaaS or technology environment.
• Proven track record of carrying and exceeding expansion or revenue targets.
• Strong hunting mindset with the ability to uncover and close growth opportunities.
• Experience managing complex accounts and multi‑threaded relationships.
• Excellent communication, negotiation, and presentation skills.
• Data‑driven approach with the ability to identify trends and opportunities within accounts.
• Comfortable with CRM and customer success tools such as Salesforce, Gainsight, or Totango.
• Strategic thinker who can translate customer needs into actionable business plans.

Preferred Qualifications

• Background in legal or accounting practice‑management solutions.
• Experience working with enterprise‑grade SaaS platforms and large, multi‑department accounts.
• Familiarity with CRM and customer success tools such as Salesforce, Gainsight, or Totango.
• Demonstrated ability to collaborate across cross‑functional teams and influence product decisions.
• Strong analytical skills and comfort with data dashboards and reporting.
• Experience with AI‑driven automation or predictive analytics in a SaaS context.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with business objectives.
• Relationship Building – Proven talent for building trust and rapport with C‑suite executives and operational leaders.
• Growth Mindset – Passion for identifying new opportunities and turning them into revenue.
• Communication Excellence – Clear, concise, and persuasive communication across all levels.
• Problem‑Solving – Creative and analytical approach to resolving complex customer challenges.
• Collaboration & Influence – Ability to work effectively with Sales, Marketing, Product, and Support teams.
• Data Literacy – Comfortable interpreting metrics, dashboards, and customer health scores.
• Adaptability – Thrives in a fast‑paced, evolving environment and can pivot quickly.
• Customer‑Centric Mindset – Deep empathy for client pain points and a relentless drive to deliver value.

Compensation & Benefits

At brighthush, we believe in rewarding performance and fostering a healthy work‑life balance. Your compensation package will include:

• Base salary range: $70,000 – $80,000 (dependent on experience, location, and market conditions).
• Performance‑based commission and bonus structure tied to expansion and revenue targets.
• 401(k) plan with company match.
• Comprehensive health benefits: medical, dental, vision, and supplemental coverage.
• Flexible paid time off (PTO) and paid sick days.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Professional development stipend and access to industry conferences.
• Remote‑first work model with optional on‑site collaboration.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.
• Wellness program including mental health resources and gym reimbursement.

Career Growth & Learning Opportunities

brighthush is committed to your professional development. As a Customer Success Manager, you will:

• Advance to senior or director roles within Customer Success or Account Management.
• Transition into Product Management, Sales Leadership, or Customer Experience roles.
• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Participate in mentorship programs, leadership workshops, and continuous learning tracks.
• Gain exposure to emerging technologies such as AI‑driven automation and predictive analytics.
• Earn certifications in SaaS account management, customer success, or related fields.
• Attend global conferences and webinars to stay ahead of industry trends.
• Contribute to internal knowledge hubs, publishing best‑practice guides and case studies.

Our Culture & Values

brighthush thrives on a set of core values that guide how we show up for each other, our partners, and our customers:

• We succeed together. Collaboration and shared success are at the heart of everything we do.
• We embrace progress. Continuous improvement and innovation drive our growth.
• We care big. We invest in our people, our customers, and our communities.
• We create space. We foster an environment where ideas can flourish and individuals can thrive.
• We celebrate diversity. Inclusive hiring and respectful collaboration are non‑negotiable.
• We champion transparency. Open communication builds trust across all levels.

Our work environment is dynamic, inclusive, and supportive. We celebrate achievements, encourage experimentation, and provide the resources needed to excel. Whether you’re a seasoned professional or a recent graduate, brighthush offers a platform where your contributions matter and your career can flourish.

How to Apply

If you’re ready to make a tangible impact, drive revenue growth, and help professionals unlock their full potential, we want to hear from you. Bring your unique background, passion for customer success, and hunger for growth to brighthush.

Ready to join us? Click the link below to submit your application and start your journey with brighthush today.