Strategic Customer Success Manager – SaaS Adoption, Expansion & AI‑Enabled Growth Partner at brighthush

About brighthush

brighthush is a trailblazing SaaS company that is redefining how businesses harness technology to accelerate growth, streamline operations, and deliver unforgettable customer experiences. With a portfolio of cloud‑native solutions that span customer engagement, data analytics, and workflow automation, we empower organizations worldwide to unlock their full potential. Our mission is simple: to help our clients achieve measurable success by turning complex challenges into actionable insights.

In an era where digital transformation is no longer optional, brighthush stands at the forefront of innovation, blending cutting‑edge AI capabilities with robust, scalable platforms. Our customers range from fast‑growing startups to Fortune 500 enterprises, each relying on brighthush to drive revenue, improve efficiency, and deepen relationships with their own end‑users. As we continue to expand globally, we are looking for passionate professionals who want to shape the future of SaaS‑driven success.

Why This Role Matters

The Strategic Customer Success Manager is the critical bridge between our customers’ business objectives and the powerful technology stack that brighthush delivers. In this role you will own the end‑to‑end journey of high‑value accounts, ensuring that every interaction drives adoption, creates measurable value, and uncovers new avenues for growth. Your strategic insight will directly influence revenue expansion, churn reduction, and the overall health of the brighthush ecosystem.

Beyond day‑to‑day account stewardship, you will act as a trusted advisor, a data‑driven analyst, and an internal champion for the voice of the customer. By weaving together business strategy, AI‑enabled insights, and cross‑functional collaboration, you will help shape product roadmaps, refine go‑to‑market tactics, and elevate the overall customer experience across the brighthush portfolio.

Key Responsibilities

• Strategic Advisor & Executive Partner – Build deep, consultative relationships with C‑suite and operational leaders, translating their strategic goals into actionable success plans that align with brighthush’s capabilities.
• Comprehensive Success Planning – Design, execute, and continuously refine onboarding, adoption, renewal, and expansion roadmaps for each assigned account, ensuring milestones are met on time and within scope.
• Data‑Driven Insight Generation – Leverage advanced analytics dashboards, usage metrics, health scores, and AI‑enhanced predictive models to surface actionable insights that drive engagement and pre‑empt churn.
• Quarterly Business Reviews (QBRs) – Lead compelling QBRs that showcase ROI, highlight feature adoption, and identify upsell or cross‑sell opportunities, using storytelling techniques that resonate with both technical and business audiences.
• Cross‑Functional Collaboration – Partner closely with Sales, Product Management, Engineering, and Support to surface customer feedback, influence product prioritization, and resolve escalations with speed and transparency.
• Expansion & Upsell Enablement – Identify, qualify, and nurture expansion opportunities by demonstrating the tangible business value of additional modules, seats, or premium services.
• Risk Management & Issue Resolution – Proactively monitor at‑risk accounts, develop mitigation strategies, and coordinate rapid response teams to address concerns before they impact satisfaction or renewal likelihood.
• AI‑Enabled Workflow Optimization – Integrate AI tools such as ChatGPT, Claude, and Microsoft Copilot into daily workflows to analyze account health, draft client communications, and triage support tickets while upholding strict data‑privacy standards.
• Enablement & Training Leadership – Deliver Power User training sessions, create adoption playbooks, and coach client teams on new releases or feature enhancements to accelerate time‑to‑value.
• Thought Leadership & Knowledge Sharing – Document best practices, contribute to internal knowledge bases, and present findings at brighthush webinars, industry conferences, and internal community forums.
• Metrics Ownership – Own key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Health Score, Expansion Rate, and Renewal Rate, reporting progress to senior leadership on a monthly cadence.

Essential Qualifications

• 2–3 years of experience in management consulting, business analysis, or a comparable analytical role, with a proven record of solving complex business problems for enterprise clients.
• Demonstrated passion for customer success, evidenced by a history of building long‑term, high‑impact relationships that drive measurable outcomes.
• Strong analytical acumen: ability to interpret large data sets, identify trends, and translate findings into strategic recommendations.
• Hands‑on experience with AI productivity tools (e.g., ChatGPT, Claude, Microsoft Copilot) and a portfolio of examples showcasing how you’ve leveraged them to improve outcomes.
• Excellent judgment regarding AI output review, confidentiality, and data privacy when handling client information.
• Exceptional communication and presentation skills, with the ability to influence stakeholders at all organizational levels.
• Highly organized, detail‑oriented, and capable of managing multiple high‑value accounts simultaneously while maintaining a customer‑centric focus.
• Bachelor’s degree in Business, Computer Science, Data Analytics, or a related field; advanced degrees are a plus.

Preferred Qualifications

• Experience in SaaS, B2B technology, or business transformation environments, preferably within fast‑growing scale‑up or enterprise settings.
• Background in customer onboarding, adoption, renewal management, or account expansion.
• Familiarity with leading CRM and customer success platforms such as Gainsight, Totango, or HubSpot.
• Proficiency with data visualization and analytics tools (Tableau, Looker, Power BI) and working knowledge of SQL for deeper data dives.
• Experience leading or mentoring junior team members, fostering a culture of continuous learning.
• Certifications in SaaS metrics (e.g., SuccessHACKER), AI ethics, or data analytics are advantageous.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details, aligning customer goals with brighthush’s product roadmap.
• Customer‑Centric Mindset – A genuine desire to help clients succeed, coupled with a proactive approach to problem‑solving and value creation.
• Data Literacy – Comfortable working with metrics, dashboards, and data‑driven storytelling to influence decision‑making.
• Collaboration & Influence – Skilled at building consensus across cross‑functional teams and championing customer needs internally.
• Adaptability & Curiosity – Eager to learn new technologies, industry trends, and best practices, and to apply them in real‑world scenarios.
• Project Management – Proven ability to prioritize, plan, and execute multiple initiatives simultaneously, delivering on time and within scope.
• Communication Excellence – Clear, concise, and persuasive in both written and verbal formats, with the ability to tailor messaging to diverse audiences.
• AI Ethics Awareness – Understanding of responsible AI usage, data privacy regulations, and best practices for safeguarding client information.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Strategic Customer Success Manager you will have access to a clear, merit‑based career ladder that can lead to senior leadership roles such as Senior CSM, Director of Customer Success, or VP of Customer Experience. In addition, you will enjoy:

• Opportunities to lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and overall customer experience.
• Participation in industry conferences, webinars, and internal knowledge‑sharing sessions where you can showcase your successes and learn from peers.
• Continuous learning resources, including tuition reimbursement, certifications in SaaS metrics, AI ethics, data analytics, and leadership development programs.
• Mentorship responsibilities, allowing you to coach junior team members and contribute to the growth of the broader Customer Success community.
• Access to a dedicated Learning & Development budget for books, online courses, and conference travel.

Work Environment & Company Culture

brighthush fosters a culture that blends innovation, collaboration, and work‑life balance. You’ll find:

• A flat hierarchy that encourages open dialogue, rapid decision‑making, and the ability to make an impact regardless of tenure.
• Regular hackathons, innovation sprints, and cross‑team workshops that spark creativity and allow you to experiment with emerging technologies.
• Flexible work arrangements: hybrid or fully remote options with a focus on results over hours, supported by state‑of‑the‑art collaboration tools.
• A deep commitment to diversity, equity, and inclusion, ensuring every voice is heard and celebrated.
• Community outreach programs, volunteer opportunities, and sustainability initiatives that align with brighthush’s broader mission.
• Team‑building retreats, virtual coffee chats, and social events that nurture camaraderie among distributed teams.

Compensation, Perks & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package designed to attract and retain top talent:

• Base salary aligned with market standards for senior Customer Success roles, reviewed annually.
• Performance‑based bonuses tied to customer health, expansion, and renewal metrics.
• Equity or stock‑option plans that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, parental leave, and flexible scheduling to support work‑life integration.
• Professional development budget, conference travel allowances, and certification reimbursements.
• Wellness programs, including gym memberships, mental‑health resources, and mindfulness sessions.
• Modern home‑office stipend for remote employees, covering ergonomic furniture and high‑speed internet.
• Employee assistance program (EAP) and financial planning services.
• Vibrant virtual community with regular town‑halls, recognition programs, and peer‑to‑peer learning circles.

How to Apply

If you are ready to drive customer success at the intersection of technology, strategy, and AI, we want to hear from you. Please submit your resume, a concise cover letter outlining your relevant experience, and any portfolio pieces that demonstrate your AI or data‑driven initiatives.

Join brighthush and help shape the future of SaaS customer success—where your expertise fuels growth, and your impact is felt across the globe.