Senior Strategic Customer Success Specialist – Driving Growth, Adoption, and Innovation for SaaS Solutions Across North America

About brighthush

brighthush is not just a software provider; it’s a catalyst for transformation in the lower‑mid‑market business growth arena. With a portfolio that spans operations automation, revenue acceleration, and data‑driven insights, we empower entrepreneurs, SMBs, and mid‑market leaders across North America to turn complex challenges into simple, measurable outcomes. Our distributed, high‑performing teams thrive on collaboration, curiosity, and a relentless focus on customer success. If you’re passionate about technology, strategy, and building lasting relationships, brighthush offers a dynamic environment where your impact is felt across the entire customer lifecycle.

Role Overview

As a Senior Strategic Customer Success Specialist at brighthush, you will be the linchpin that connects our customers’ aspirations with our product suite. You’ll guide new clients from onboarding through expansion, ensuring they realize maximum value while nurturing long‑term loyalty. Your blend of technical acumen, sales insight, and relationship‑building will drive adoption, uncover upsell opportunities, and shape the future of our offerings through customer‑centric feedback.

Key Responsibilities

• Customer Onboarding & Adoption: Lead a structured, data‑driven onboarding journey for each new account, from technical evaluation to full product utilization. Facilitate workshops, training sessions, and best‑practice sharing to accelerate time‑to‑value.
• Expansion & Upsell: Identify and execute growth opportunities within existing accounts. Leverage usage analytics, health scores, and business objectives to recommend relevant features, modules, or premium services.
• Sales Collaboration: Partner closely with the sales team to support new and renewal deals. Provide pre‑ and post‑sale insights, craft tailored proposals, and help close high‑value contracts.
• Product Advocacy: Serve as the voice of the customer for the product team. Capture pain points, feature requests, and success stories to inform roadmap decisions and improve user experience.
• Executive Engagement: Build trust with C‑suite and decision‑makers across client organizations. Deliver compelling presentations, ROI analyses, and strategic recommendations that align with their business goals.
• Health Monitoring & Risk Mitigation: Maintain a proactive health dashboard for each account. Flag potential churn risks, propose remediation plans, and coordinate cross‑functional support to resolve issues swiftly.
• Community Building: Foster a sense of community among our customers through webinars, user groups, and knowledge‑sharing forums. Encourage peer learning and champion best practices.
• Process Improvement: Contribute to initiatives that enhance the overall customer experience, both low‑touch and high‑touch. Identify bottlenecks, suggest automation, and champion continuous improvement.
• Cross‑Functional Collaboration: Work hand‑in‑hand with product, sales, support, and marketing teams to ensure a seamless, unified customer journey.

Essential Qualifications

• Minimum 3 years of experience in customer success, account management, or a related customer‑facing role.
• Proven track record of driving product adoption and expansion within a portfolio of accounts.
• Strong technical curiosity and ability to translate complex technical concepts into clear, actionable insights for non‑technical stakeholders.
• Demonstrated success in educating and influencing executive decision‑makers, building long‑term relationships, and closing high‑value deals.
• Excellent communication, presentation, and storytelling skills—capable of delivering compelling narratives to diverse audiences.
• Adaptability and resilience; able to pivot strategies quickly in response to evolving customer needs.
• Experience managing multiple, concurrent customer journeys with competing priorities.
• Self‑starter mentality: thrives with minimal supervision while contributing to team goals.

Preferred Qualifications

• Experience with SaaS products and subscription‑based revenue models.
• Background in enterprise account management or B2B sales.
• Knowledge of lead generation tactics and pipeline development.
• Experience working with cross‑functional teams in a fast‑paced, distributed environment.
• Familiarity with customer success metrics (NPS, CSAT, churn, expansion revenue).

Core Competencies & Skills

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Analytical Acumen: Proficiency in data analysis tools and dashboards to drive insights.
• Problem‑Solving: Creative, pre‑emptive approach to identifying and resolving customer challenges.
• Collaboration: Comfortable working across product, sales, support, and marketing functions.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and measurable value.
• Leadership: Ability to influence without authority and mentor peers.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Structured mentorship programs with senior leaders.
• Regular training on product updates, industry trends, and advanced customer success methodologies.
• Opportunities to lead cross‑functional projects, product initiatives, and global customer events.
• Clear career pathways—from Customer Success Specialist to Senior Specialist, Manager, and Director roles.
• Support for certifications such as Certified Customer Success Manager (CCSM) or Product Management credentials.

Work Environment & Culture at brighthush

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

• Fully distributed teams with flexible work hours and remote‑first policies.
• Regular virtual town halls, hackathons, and knowledge‑sharing sessions.
• Inclusive, collaborative environment where every voice is heard.
• Recognition programs that celebrate wins, both big and small.
• Commitment to work‑life balance, mental health resources, and wellness initiatives.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer health, expansion, and retention metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off, parental leave, and a generous holiday schedule.
• Professional development budget for courses, conferences, and certifications.
• Wellness stipend, virtual fitness classes, and mental health support.
• Annual company‑wide retreats and team‑building events.

How to Apply

If you’re a proactive, customer‑obsessed professional ready to shape the future of SaaS success, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Strategic Customer Success Specialist role at brighthush. Join us and help our clients thrive while advancing your own career in a vibrant, growth‑oriented environment.