Senior Technical Customer Success Manager – Championing Adoption, Retention, and Revenue Growth for a Premier SaaS Digital Content Platform (Remote, U.S. Time Zones)

About brighthush

brighthush is redefining the way creators, marketers, and enterprises produce, distribute, and analyze multimedia content at scale. Our cloud‑native platform unites podcasting, video, and interactive storytelling into a single, data‑driven ecosystem that empowers users to turn creative ideas into measurable business outcomes. With a global customer base spanning Fortune 500 brands, boutique agencies, and independent creators, brighthush is at the intersection of technology and narrative, delivering insights that drive engagement, revenue, and brand loyalty.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, mission‑driven team that’s building the next generation of content‑first SaaS solutions. We believe in empowering our people to grow, experiment, and own outcomes. Here’s what you’ll enjoy:

• Full‑remote flexibility with core hours aligned to U.S. time zones (EST–PST)
• Competitive base salary plus performance‑based bonuses tied to customer success metrics
• Equity participation in a fast‑growing startup
• Unlimited paid time off and a generous parental leave policy
• Comprehensive health, dental, and vision plans for you and your family
• Annual learning stipend, conference allowances, and access to premium learning platforms
• A culture that celebrates transparency, psychological safety, and cross‑functional collaboration

Role Overview

As a Senior Technical Customer Success Manager at brighthush, you will be the bridge between our cutting‑edge technology and the businesses that rely on it. You’ll own the entire customer journey—from onboarding to renewal—ensuring that each client not only adopts our platform but also achieves tangible, data‑driven outcomes. Your blend of technical acumen, strategic thinking, and client‑centric communication will drive adoption, reduce churn, and uncover upsell opportunities.

Key Responsibilities

• Customer Lifecycle Management: Lead the full lifecycle of key accounts, from initial discovery and onboarding to ongoing optimization and renewal.
• Trusted Advisor: Serve as the primary point of contact for technical and business questions, translating complex platform capabilities into actionable insights.
• Process Design: Document and refine workflows, SOPs, and best‑practice guides that streamline client operations and support scalable delivery.
• Data‑Driven Advocacy: Leverage platform analytics, SQL queries, and Python scripts to surface performance metrics, identify trends, and recommend data‑backed improvements.
• Issue Resolution & Escalation: Proactively identify potential roadblocks, coordinate cross‑functional teams, and manage expectations with clarity and professionalism.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing to align technical execution with client goals and product roadmap.
• Feedback Loop: Capture success stories, pain points, and feature requests to inform product enhancements and marketing collateral.

Essential Qualifications

• Experience: 2–4 years in Customer Success, Technical Account Management, or SaaS Support roles, preferably within a tech‑centric organization.
• Technical Proficiency: Foundational knowledge of SQL and Python; ability to discuss logic, write simple queries, and interpret data flows.
• Remote Work Expertise: Demonstrated success in a fully remote environment, with mastery of collaboration tools such as our internal communication platform, project management suite, and knowledge base system.
• Client Focus: Proven track record of building strong relationships with U.S. or U.K. based clients, delivering measurable outcomes, and driving renewal.
• Communication: Exceptional written and verbal communication skills; comfortable presenting to executives and technical teams alike.
• Detail‑Oriented: Structured, systems‑focused mindset with a passion for process improvement and documentation.

Preferred Qualifications

• Background in marketing agencies, martech, or content platforms.
• Experience with automation tools, CRM customization, and advanced reporting.
• Familiarity with podcasting, video production, or B2B content services.
• Knowledge of cloud infrastructure and CI/CD pipelines.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Technical Fluency – Comfortable translating technical jargon into business value.
• Problem Solving – Rapidly diagnose issues, propose solutions, and implement fixes.
• Project Management – Lead initiatives, set timelines, and coordinate cross‑functional teams.
• Customer Empathy – Deep understanding of client pain points and the drive to exceed expectations.
• Data Literacy – Proficiency in interpreting dashboards, KPIs, and deriving actionable insights.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. You’ll have the chance to:

• Progress to a Director of Customer Success or Head of Client Success role.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Mentor junior team members and build a high‑performing customer success squad.
• Attend industry conferences, hackathons, and workshops to stay ahead of emerging trends.
• Contribute to thought leadership pieces, webinars, and case studies that showcase our platform’s impact.

Work Environment & Culture

brighthush thrives on a culture of transparency, experimentation, and continuous improvement. We believe that:

• Every voice matters – we actively solicit feedback from all levels.
• Learning is a shared responsibility – we provide resources and time for skill development.
• Collaboration beats hierarchy – cross‑functional teams own outcomes together.
• Work‑life balance is non‑negotiable – we respect personal time and encourage healthy boundaries.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, you can expect:

• Competitive base salary aligned with market benchmarks for senior customer success roles.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity options that allow you to share in brighthush’s long‑term success.
• Health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off, flexible work hours, and a fully remote setup.
• Annual learning stipend, conference allowances, and access to premium learning platforms.
• Wellness programs, mental health resources, and a supportive employee assistance program.

Application Process

Ready to make an impact? Follow these steps to apply:

1. Submit your resume and a cover letter that highlights your customer success achievements and technical background.
2. Complete the online application form in full – missing any section may delay your consideration.
3. Record a short video (2–3 minutes) introducing yourself, explaining why you’re a fit for brighthush, and sharing a recent success story.
4. Our hiring team will review your application and video. If selected, you’ll receive an email with next steps, including a live interview with the Customer Success leadership.

We value diversity and encourage candidates from all backgrounds to apply. If you’re passionate about empowering brands through technology and storytelling, we’d love to hear from you.

Apply to brighthush Today

Take the next step in your career and join a team that’s shaping the future of digital content. Click the link below to submit your application and start your journey with brighthush.