Strategic Customer Success Manager – Exteriors & Field Service Solutions Architect at brighthush – Driving Adoption, Innovation, and Growth for Enterprise Clients

About brighthush

brighthush is a trailblazing SaaS company that empowers field service, home services, construction, and roofing professionals to streamline operations, elevate customer experiences, and scale their businesses. With a mission to transform the way exteriors and field service companies operate, brighthush delivers a cloud‑based platform that unifies workflows, data, and integrations into a single, intuitive experience. Our culture is built on curiosity, collaboration, and a relentless focus on delivering measurable impact for our customers.

Role Overview

As a Strategic Customer Success Manager at brighthush, you will be the single point of truth for our most strategic accounts. You will own the entire customer journey—from executive engagement and adoption strategy to technical solution design and hands‑on troubleshooting. Your blend of business acumen, technical expertise, and relationship‑building will ensure that our enterprise clients not only achieve their goals but also become advocates for brighthush.

Key Responsibilities

Customer Success Leadership

• Own the executive relationship for a portfolio of strategic accounts, conducting regular business reviews and aligning success plans with measurable outcomes.
• Lead end‑to‑end escalations: triage, root‑cause analysis, cross‑functional coordination, and transparent communication until resolution.
• Monitor adoption metrics and health scores, turning gaps into prioritized, actionable plans that drive continuous improvement.
• Forecast renewals, protect revenue, and identify expansion opportunities in partnership with Sales.
• Represent the customer’s voice within brighthush, translating feedback into product enhancements backed by data and business impact.

Solution Architecture & Technical Enablement

• Conduct deep technical discovery: map customer workflows, data flows, third‑party systems, and pain points to brighthush capabilities.
• Design and document comprehensive solutions, including configuration, feature gates, pricebook structures, workflows, reporting, and supplier or third‑party integrations.
• Hands‑on troubleshoot complex issues—reproduce, inspect configuration, and differentiate setup gaps from product defects.
• Collaborate with Implementation, Support, and Engineering to scope, validate, and ship fixes; author cases for Product when a gap requires attention.
• Create reusable assets—SOPs, templates, best‑practice configurations, and enablement content—to scale solutions across accounts.
• Leverage SQL, reporting, and AI tooling to uncover patterns across customers, accelerating diagnosis and solution delivery.

Essential Qualifications

• 5+ years in customer success, solutions architecture, implementation, professional services, or a similar customer‑facing technical role, with experience managing strategic or enterprise accounts.
• Proven track record of solving customer problems at a technical level—demonstrated ability to identify root causes in configuration, data, or integrations and design effective fixes.
• Working knowledge of SaaS platforms: workflows, permissions, settings, data models, APIs, integrations, and reporting.
• Comfort with data analysis—able to query, filter, and interpret data (SQL or equivalent) to support diagnosis or build business cases.
• Executive‑level communication skills: explain technical solutions to business leaders and translate business goals to engineering teams.
• Experience managing escalations and cross‑functional work without direct authority.
• Structured, documented working style—clear solution designs, action plans, and handoffs.

Preferred Qualifications & Success Measures

• Background in field service, home services, construction, or roofing workflows.
• Hands‑on experience with brighthush configuration, pricebook, estimating, or integrations.
• Experience with third‑party or supplier integrations, scripting or automation, or building with AI tools.
• Dual experience as a CSM and a technical or architect role.

Skills & Competencies

• Strategic thinking and business acumen.
• Technical problem‑solving and analytical mindset.
• Strong stakeholder management and influence.
• Project management and prioritization.
• Excellent written and verbal communication.
• Adaptability and resilience in a fast‑paced environment.

Success Metrics

• Customer Outcomes: Adoption of targeted features and progress against each account’s success plan.
• Retention & Growth: Gross and net revenue retention for the portfolio; expansion pipeline sourced.
• Technical Resolution: Time to root cause on escalations; share of issues resolved without handoff.
• Scalability: Reusable solutions, SOPs, and templates adopted by the wider team.
• Customer Sentiment: Executive sponsor engagement and satisfaction trend.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You will have access to:

• Comprehensive onboarding and continuous learning programs.
• Leadership training for high‑impact roles.
• Mentorship from senior leaders and cross‑functional experts.
• Opportunities to shape product strategy and influence the roadmap.
• Clear career paths into senior CSM, solutions architect, or product management roles.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, transparency, and innovation. We value:

• Autonomy and ownership—your ideas shape the future of our platform.
• Flexibility—flexible hours, remote options, and a results‑driven mindset.
• Diversity and inclusion—celebrating unique perspectives from all walks of life.
• Continuous feedback—peer‑nominated awards, regular check‑ins, and a culture of recognition.
• Community impact—support for parental leave, fertility services, pet insurance, and more.

Compensation & Benefits

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

• Base salary aligned with market benchmarks.
• Annual performance bonus.
• Equity opportunities.
• Health, dental, and vision coverage (100% employer paid for employees, 90% for dependents).
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• 401(k) with company match.
• Telehealth and wellness programs.
• Parental leave, fertility and adoption support, and pet insurance.
• Professional development stipend and conference travel.

How to Apply

Ready to make a tangible impact on the field service industry? Submit your application through our careers portal or click the link below to explore this role further.

Apply to this job at brighthush

Closing

At brighthush, we believe that the best solutions come from people who are passionate, curious, and human. If you have the technical chops, the business insight, and the drive to champion our customers’ success, we want to hear from you. Join us, and together we’ll build a brighter future for the exteriors and field service industry.