Strategic Customer Success Manager – B2B SaaS Growth & Retention Leader at brighthush

About brighthush

brighthush is a trailblazing customer engagement platform that empowers businesses to create seamless, omnichannel communication experiences. With a focus on delivering personalized journeys across email, SMS, push notifications, and in‑app messaging, brighthush helps brands connect with their audiences in real time, driving higher engagement, loyalty, and revenue. Our mission is to make every customer interaction meaningful, and our technology is trusted by thousands of companies worldwide—from fast‑growing startups to Fortune 500 enterprises.

As a remote‑first organization headquartered in the United States, brighthush embraces a culture of innovation, collaboration, and continuous learning. We believe that our people are our greatest asset, and we invest heavily in their professional growth, well‑being, and work‑life balance. If you’re passionate about customer success, thrive in a dynamic SaaS environment, and want to make a tangible impact on our customers’ journeys, brighthush is the place for you.

Why This Role Matters

In the fast‑evolving world of B2B SaaS, customer success is the linchpin that turns acquisition into long‑term partnership. As a Strategic Customer Success Manager at brighthush, you will be the trusted advisor for our most valuable accounts, ensuring they not only stay but grow. Your insights will shape product adoption, influence roadmap decisions, and directly contribute to our company’s revenue and reputation.

Key Responsibilities

• Customer Retention & Expansion: Drive renewal success and identify upsell opportunities across a portfolio of mid‑to‑large enterprise accounts.
• Strategic Account Planning: Develop and execute quarterly business reviews (QBRs), executive briefings, and health scorecards that align with each client’s business objectives.
• Cross‑Functional Leadership: Partner with Sales, Product, Marketing, and Support to deliver a cohesive, end‑to‑end customer experience.
• Data‑Driven Insights: Leverage Salesforce, Gong, and Vitally to monitor usage patterns, forecast churn risk, and surface actionable recommendations.
• Process Optimization: Continuously refine onboarding, adoption, and renewal workflows to improve efficiency and customer satisfaction.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer forums, sharing best practices and success stories.
• Mentorship & Team Collaboration: Coach junior team members, share knowledge, and contribute to a culture of high performance and accountability.

Essential Qualifications

• Minimum 2+ years of experience in account management, customer success, or a related field within a B2B SaaS environment.
• Proven track record of managing enterprise accounts, driving renewals, and identifying upsell opportunities.
• Hands‑on experience with Salesforce (CRM), Gong (conversation analytics), and Vitally (customer success platform).
• Strong analytical mindset with the ability to interpret data, generate insights, and translate them into strategic actions.
• Exceptional communication skills—both written and verbal—across all levels, including C‑suite executives.
• High level of organization, time‑management, and the ability to juggle multiple priorities in a fast‑paced environment.
• Self‑starter attitude with a strong sense of accountability and ownership.

Preferred Qualifications

• Experience working in a high‑growth SaaS company with a focus on customer retention and expansion.
• Background in customer journey mapping or experience design.
• Familiarity with other SaaS tools such as HubSpot, Intercom, or Gainsight.
• Experience leading or participating in customer advisory boards or community forums.
• Knowledge of the broader customer engagement and omnichannel messaging landscape.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with business outcomes.
• Relationship Building: Build trust and rapport with stakeholders at all levels.
• Problem Solving: Quickly diagnose issues, propose solutions, and follow through to resolution.
• Data Literacy: Comfortable working with dashboards, metrics, and data‑driven decision making.
• Collaboration: Thrive in cross‑functional teams and influence without authority.
• Adaptability: Navigate change, ambiguity, and evolving customer needs with ease.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success Manager, you will have the chance to:

• Progress to Senior Customer Success Manager, Director of Customer Success, or VP of Customer Success roles.
• Lead initiatives that shape product strategy, influencing the roadmap based on real customer feedback.
• Participate in leadership training programs, mentorship circles, and industry conferences.
• Access a curated library of courses, certifications, and learning resources covering SaaS, customer experience, and leadership.
• Collaborate with global teams, gaining exposure to diverse markets and cultures.

Work Environment & Culture

brighthush is a fully remote, distributed team that values flexibility, transparency, and a results‑driven mindset. Our culture is built on:

• Flexibility: Work from anywhere in the United States with a flexible schedule that respects your personal commitments.
• Collaboration: Weekly all‑hands meetings, cross‑team hackathons, and open communication channels keep everyone aligned.
• Innovation: We encourage experimentation, celebrate failures as learning opportunities, and reward creative solutions.
• Well‑being: Comprehensive health, vision, and dental plans, mental health resources, and wellness stipends support your holistic health.
• Diversity & Inclusion: A vibrant, inclusive community where every voice is heard and valued.

Compensation & Benefits

• Competitive Salary: USD 75,000 – 100,000 per year, commensurate with experience and performance.
• Equity: Opportunity to earn company equity as part of the total rewards package.
• Health & Wellness: Full medical, vision, and dental coverage for you and your dependents.
• Retirement Plan: 401(k) with company match to help you secure your future.
• Paid Time Off: Generous PTO, sick leave, and a flexible holiday calendar.
• Professional Development: Annual budget for conferences, courses, and certifications.
• Remote Work Stipend: Monthly allowance to set up your home office.
• Team Building: Quarterly virtual events and annual in‑person retreats.

How to Apply

If you’re ready to take your customer success career to the next level and help shape the future of omnichannel engagement, we’d love to hear from you. Submit your resume, a cover letter highlighting your most impactful customer success achievements, and any relevant portfolio or case studies through our careers portal.

Join brighthush and Make Every Interaction Count

At brighthush, you’ll be part of a mission‑driven team that transforms how businesses connect with their customers. Your work will directly influence product adoption, customer satisfaction, and revenue growth. If you’re a proactive, data‑savvy, and customer‑centric professional who thrives in a collaborative, fast‑moving environment, this is the role for you. Apply today and help us create unforgettable customer journeys that drive real business outcomes.