Strategic Customer Success Manager – Mid‑Tier Client Engagement & Product Adoption Specialist – Driving Growth & Impact at brighthush

About brighthush

brighthush is a pioneering force in the nonprofit technology arena, empowering more than 100,000 mission‑driven organizations worldwide to raise over $4 billion in donations since 2014. Our cloud‑based fundraising platform and donor management system blend cutting‑edge software with a deep understanding of the unique challenges nonprofits face. With a fully distributed team of 150 passionate professionals across the United States and beyond, we champion a culture of collaboration, innovation, and impact.

As a leader in fundraising, donor management, and nonprofit payments, brighthush is committed to delivering tools that streamline operations, enhance donor engagement, and unlock new revenue streams. Our platform is celebrated for its intuitive user experience, robust analytics, and seamless integrations with the most popular CRM and payment ecosystems.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑centric organization that believes technology can transform the way nonprofits connect with their supporters. We value curiosity, ownership, and a relentless focus on customer success. Whether you’re a seasoned professional or an ambitious early‑career talent, you’ll find a supportive environment that encourages growth, experimentation, and meaningful contributions.

Role Overview

The Customer Success Manager is the linchpin between our mid‑tier clients and the brighthush product ecosystem. You’ll serve as the first human touchpoint for new users, guiding them through onboarding, driving product adoption, and nurturing long‑term relationships. Your work will directly influence activation rates, engagement metrics, and revenue expansion, while also feeding critical insights back to Product, Sales, and Customer Operations.

Key Responsibilities

• Client Relationship Management: Build and maintain strong, trust‑based relationships with mid‑tier customers, ensuring they achieve their fundraising goals through effective use of brighthush’s platform.
• Onboarding Champion: Act as the primary point of contact for newly signed CRM users who have not yet interacted with a representative. Conduct personalized onboarding check‑ins, webinars, and product walkthroughs to deliver first value quickly.
• Product Adoption & Upsell Identification: Analyze customer usage patterns to spot upsell and cross‑sell opportunities. Collaborate with Sales to convert high‑potential leads into revenue‑generating accounts.
• Feedback Loop: Partner with Product and Customer Operations to relay customer insights, feature requests, and pain points, driving continuous product improvement.
• Community Engagement: Foster a vibrant user community through events, user groups, newsletters, and targeted communications that reinforce best practices and showcase success stories.
• Metrics & Reporting: Track, analyze, and report on key performance indicators such as activation rates, engagement scores, NPS/CSAT, and expansion opportunities. Use data to inform strategy and demonstrate impact.
• Cross‑Functional Coordination: Ensure consistent messaging and seamless transitions across Sales, Product, Support, and Operations teams, creating a unified customer experience.
• Process Optimization: Continuously refine onboarding flows, engagement tactics, and support documentation to improve efficiency and customer satisfaction.

Essential Qualifications

• Bachelor’s degree or equivalent professional experience.
• 1–3 years of experience in Customer Success, Account Management, or a related role within SaaS or technology environments.
• Proficiency with CRM and customer success platforms such as HubSpot, Intercom, or Gainsight.
• Strong written and verbal communication skills, with the ability to educate and inspire clients.
• Empathetic, customer‑focused mindset, adept at building rapport and resolving challenges.
• Analytical acumen: ability to interpret usage data, identify trends, and recommend actionable insights.
• Highly organized, capable of managing multiple accounts and projects simultaneously.
• Self‑motivated, proactive, and comfortable thriving in a fast‑paced, fully remote environment.
• Collaborative spirit, eager to work cross‑functionally with Product, Sales, and Support.

Preferred Qualifications

• Experience working with nonprofit or fundraising organizations.
• Background in designing and delivering customer engagement programs.
• Proven track record of creating and hosting webinars, as well as developing educational content.
• Knowledge of onboarding flows and product‑led growth strategies.
• Passion for leveraging technology to support mission‑driven work.

Core Skills & Competencies

• Customer‑centric mindset with a passion for driving measurable impact.
• Exceptional communication and presentation abilities.
• Data‑driven decision making and analytical thinking.
• Project management and organizational excellence.
• Adaptability and resilience in a dynamic, remote setting.
• Team collaboration and cross‑functional influence.
• Tech savviness: comfortable navigating multiple SaaS tools and learning new platforms quickly.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. As a Customer Success Manager, you’ll have the chance to:

• Progress to Senior Customer Success Manager or Customer Success Lead roles, overseeing larger accounts and mentoring junior teammates.
• Transition into Product Management or Growth Strategy positions, leveraging your deep customer insights.
• Participate in cross‑departmental initiatives, such as product roadmap planning, marketing campaigns, and data analytics projects.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge‑sharing sessions.
• Benefit from a transparent promotion framework that rewards impact, leadership, and innovation.

Work Environment & Company Culture

brighthush thrives on a culture of autonomy, collaboration, and purpose. Key cultural pillars include:

• Fully Remote Flexibility: Work from anywhere while staying connected through virtual collaboration tools.
• Inclusive & Diverse Team: A global workforce that celebrates varied perspectives and experiences.
• Mission‑Driven Focus: Every project and decision is guided by the goal of empowering nonprofits to make a difference.
• Transparent Communication: Regular all‑hands meetings, open‑door leadership, and real‑time feedback loops.
• Well‑Being & Work‑Life Balance: Comprehensive wellness programs, flexible scheduling, and generous time‑off policies.

Compensation & Benefits

We offer a competitive total rewards package designed to attract top talent and support your professional and personal well‑being:

• Base Salary: $50,000 – $70,000 annually, commensurate with experience.
• Commission: 3–6 % on upsell and cross‑sell opportunities, rewarding your impact on revenue growth.
• Health & Wellness: Employer‑sponsored medical, dental, vision, and life insurance.
• Retirement Plan: 401(k) with up to 4 % employer match.
• Paid Time Off: 21 days of vacation, 8 holidays, 2 paid volunteer days, and 5+ sick days.
• Home Office Stipend: Up to $1,500 for home‑office setup and professional development.
• Equity: Eligibility for employee equity plan (stock options).
• Wellness Programs: Access to fitness and mindfulness classes, mental health resources, and wellness stipends.
• Professional Growth: Sponsorship for certifications, conferences, and continuous learning.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, or any other protected characteristic.

Ready to Make an Impact?

If you’re passionate about empowering nonprofits, thrive in a fast‑paced remote setting, and enjoy turning data into action, we want to hear from you. Join brighthush as a Customer Success Manager and help us transform the way mission‑driven organizations connect with their supporters.

Apply today and become part of a team that’s redefining the future of nonprofit technology.