Strategic Customer Success Manager – Client Experience, Retention & Growth Leader at brighthush

About brighthush

brighthush is a fast‑growing technology company that empowers businesses to unlock the full potential of their data through innovative SaaS solutions. With a mission to transform complex data challenges into intuitive, actionable insights, brighthush serves a global clientele ranging from ambitious startups to Fortune‑500 enterprises. Our culture is built on curiosity, collaboration, and a relentless focus on delivering exceptional value to our customers. As we expand our market footprint, we are looking for passionate professionals who thrive in dynamic environments and are eager to make a tangible impact on the success of our clients.

Why This Role Matters

The Customer Success Manager is the cornerstone of the brighthush customer journey. You will be the trusted advisor, champion, and problem‑solver for our most valuable accounts, ensuring they achieve measurable outcomes with our platform. Your ability to build deep relationships, anticipate needs, and drive adoption will directly influence customer satisfaction, renewal rates, and overall company growth.

Role Overview

As a Strategic Customer Success Manager at brighthush, you will own the end‑to‑end success lifecycle for a portfolio of high‑impact customers. You will partner closely with Sales, Product, Implementation, and Support teams to deliver a seamless experience that accelerates value realization and fosters long‑term loyalty.

Key Responsibilities

• Onboarding & Adoption: Lead comprehensive onboarding programs, guiding new customers through product configuration, best‑practice workflows, and initial training to ensure rapid time‑to‑value.
• Relationship Management: Establish and nurture executive‑level relationships, acting as the primary point of contact and trusted advisor for strategic accounts.
• Value Realization: Conduct regular business reviews, leveraging data analytics to demonstrate ROI, identify expansion opportunities, and align product usage with customer goals.
• Renewals & Upsells: Proactively manage renewal cycles, develop growth plans, and collaborate with Sales to secure upsell and cross‑sell opportunities that align with customer objectives.
• Issue Resolution: Own the escalation process for critical issues, coordinating with Support and Engineering to ensure swift resolution and clear communication.
• Advocacy & Feedback Loop: Capture customer feedback, champion feature requests, and partner with Product Management to influence roadmap decisions.
• Metrics & Reporting: Track and report on key success metrics such as Net Promoter Score (NPS), Customer Health Score, churn rate, and expansion revenue.
• Community Building: Foster a vibrant customer community through webinars, user groups, and knowledge‑sharing initiatives.
• Continuous Improvement: Identify process inefficiencies, propose enhancements to the Customer Success playbook, and mentor junior team members.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related client‑facing role within a SaaS or technology‑focused organization.
• Proven track record of managing a portfolio of enterprise‑level customers with a focus on retention, expansion, and revenue growth.
• Strong analytical mindset with the ability to interpret usage data, build business cases, and articulate ROI to senior stakeholders.
• Exceptional communication and presentation skills, capable of influencing C‑suite executives and cross‑functional teams.
• Demonstrated success in leading onboarding programs, delivering product training, and driving adoption across complex organizations.
• Experience with CRM and Customer Success platforms (e.g., Gainsight, Totango, Salesforce) and proficiency in data visualization tools.
• Self‑starter attitude with a high degree of ownership, resilience, and the ability to thrive in a fast‑paced, high‑growth environment.
• Bachelor’s degree in Business, Computer Science, or a related field; advanced degree or certifications (e.g., CSPO, PMP) are a plus.

Preferred Qualifications

• Background in data analytics, business intelligence, or a technical domain that aligns with brighthush’s product suite.
• Experience working with global, multi‑regional customers and navigating cultural nuances.
• Track record of contributing to product development cycles through customer insights and feedback.
• Professional certifications in Customer Success Management (e.g., SuccessHACKER, Gainsight Certified).
• Fluency in a second language to support international accounts.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align customer goals with product capabilities, and craft long‑term success plans.
• Problem Solving: Proactive identification of obstacles and creative development of solutions that drive customer outcomes.
• Empathy & Listening: Deep understanding of customer pain points, motivations, and business drivers.
• Data‑Driven Decision Making: Comfortable using metrics and dashboards to guide actions and demonstrate impact.
• Collaboration: Strong partnership skills to work seamlessly with Sales, Product, Engineering, and Support teams.
• Time Management: Ability to juggle multiple accounts, priorities, and projects without compromising quality.
• Presentation Excellence: Craft compelling business reviews, executive briefings, and training sessions.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As a Customer Success Manager, you will have access to:

• Mentorship programs with senior leaders and industry experts.
• Continuous learning budgets for certifications, conferences, and online courses.
• Clear promotion pathways—from Senior Customer Success Manager to Team Lead, Director of Customer Success, and eventually VP of Customer Experience.
• Cross‑functional project opportunities that broaden your skill set, such as product beta testing, go‑to‑market strategy, and global expansion initiatives.
• Regular internal workshops on emerging technologies, data analytics, and customer experience best practices.

Work Environment & Culture at brighthush

Our people are our greatest asset. At brighthush you will experience:

• Hybrid Flexibility: Choose a blend of remote and in‑office work that suits your lifestyle, with modern collaborative spaces at our headquarters.
• Inclusive Community: A diverse workforce that celebrates different perspectives, backgrounds, and ideas.
• Innovation‑First Mindset: An environment that encourages experimentation, rapid prototyping, and learning from failure.
• Recognition Programs: Regular acknowledgment of individual and team achievements through awards, spot bonuses, and public shout‑outs.
• Well‑Being Initiatives: Comprehensive wellness programs, mental health resources, and flexible PTO policies to support work‑life harmony.

Compensation, Perks & Benefits

brighthush offers a competitive total rewards package designed to attract and retain top talent:

• Base salary aligned with market benchmarks for senior customer success roles.
• Performance‑based annual bonus tied to renewal rates, expansion revenue, and customer satisfaction metrics.
• Equity participation – stock options or RSUs that let you share in the company’s long‑term success.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• 401(k) plan with company match, plus financial planning resources.
• Generous paid time off, parental leave, and sabbatical options after five years of service.
• Professional development stipend, conference attendance budget, and access to an internal learning portal.
• Technology allowance, home office stipend, and wellness perks such as gym memberships and meditation apps.

How to Apply

If you are ready to champion customer success at a high‑growth, data‑driven organization, we want to hear from you. Please submit your resume, a cover letter highlighting your most relevant achievements, and any supporting materials (e.g., case studies, performance metrics) through our online portal.

Apply Now at brighthush

Join brighthush – Make an Impact Every Day

At brighthush, your work will directly influence the success of some of the world’s most innovative companies. You will be part of a collaborative team that celebrates wins, learns from challenges, and continuously pushes the boundaries of what’s possible in data‑centric SaaS solutions. If you are a relationship‑builder with a strategic mindset and a passion for delivering measurable value, we invite you to bring your expertise to brighthush and help shape the future of customer success.

Take the next step in your career—apply today and become a catalyst for growth at brighthush!