Strategic Customer Success Manager – SaaS Adoption & Expansion Leader 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.

At brighthush, we believe that the heart of any great product is the people who use it. That’s why we invest heavily in our Customer Success organization, ensuring that every client not only adopts our platform but thrives on it. If you’re passionate about technology, data, and building lasting relationships, brighthush offers the platform, the culture, and the career trajectory to make a real impact.

Why This Role Matters

As a Strategic Customer Success Manager, you will be the linchpin between our customers and the product teams that power them. You’ll translate business objectives into tangible success plans, drive adoption, and unlock expansion opportunities—all while championing the voice of the customer within brighthush. Your work will directly influence revenue growth, customer satisfaction, and the long‑term health of our platform.

Key Responsibilities

• Trusted Advisor & Business Partner – Build deep, consultative relationships with executive and operational stakeholders, understanding their strategic goals and aligning them with brighthush’s capabilities.
• Success Plan Development – Design, execute, and iterate comprehensive success plans that cover onboarding, adoption, renewal, and expansion milestones for each account.
• Data‑Driven Insights – Leverage analytics dashboards, usage metrics, and customer health scores to surface actionable insights that drive engagement and mitigate churn.
• Business Reviews & Value Demonstration – Conduct quarterly business reviews (QBRs) that showcase ROI, highlight feature adoption, and uncover upsell or cross‑sell opportunities.
• Cross‑Functional Collaboration – Partner with Sales, Product, and Support to surface customer feedback, influence roadmap priorities, and resolve escalations with speed and transparency.
• Expansion & Upsell Champion – Identify and nurture expansion opportunities by demonstrating the business value of additional modules, seats, or premium services.
• Risk Management & Issue Resolution – Proactively identify at‑risk accounts, develop mitigation plans, and ensure swift resolution of any concerns that could impact satisfaction or renewal.
• AI‑Enabled Workflow Optimization – Integrate AI tools (ChatGPT, Claude, Microsoft Copilot, etc.) into daily operations to analyze account health, draft client communications, and triage support tickets, while maintaining rigorous data privacy standards.
• Enablement & Training Leadership – Deliver Power User training sessions, create adoption playbooks, and support clients in rolling out new releases or features.
• Thought Leadership & Knowledge Sharing – Document best practices, create internal knowledge base content, and present findings to the broader Customer Success community.

Essential Qualifications

• 2–3 years of experience in management consulting or a related analytical role, with a proven track record of solving complex business problems.
• Demonstrated passion for customer success and a history of building long‑term, high‑impact relationships.
• Strong analytical acumen: ability to interpret data, identify trends, and translate findings into actionable strategies.
• 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 levels.
• Highly organized, detail‑oriented, and capable of managing multiple high‑value accounts simultaneously.

Preferred Qualifications

• Experience in SaaS, B2B technology, or business transformation environments.
• Background in customer onboarding, adoption, or renewal management.
• Familiarity with CRM and customer success platforms such as Gainsight, Totango, or HubSpot.
• Knowledge of data analytics tools (Tableau, Looker, Power BI) and SQL for deeper data dives.
• Experience leading or mentoring junior team members.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Customer‑Centric Mindset – A genuine desire to help clients succeed and a proactive approach to problem‑solving.
• Data Literacy – Comfortable working with metrics, dashboards, and data‑driven storytelling.
• Collaboration & Influence – Skilled at building consensus across cross‑functional teams.
• Adaptability & Curiosity – Eager to learn new technologies, industry trends, and best practices.
• Project Management – Proven ability to prioritize, plan, and execute on multiple initiatives.
• Communication Excellence – Clear, concise, and persuasive in both written and verbal formats.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Customer Success Manager, you’ll have the chance to:

• Progress into senior leadership roles such as Senior CSM, Director of Customer Success, or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Participate in industry conferences, webinars, and internal knowledge‑sharing sessions.
• Access continuous learning resources, including certifications in SaaS metrics, AI ethics, and data analytics.
• Mentor junior team members and contribute to the growth of the Customer Success community.

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 and rapid decision‑making.
• Regular hackathons, innovation sprints, and cross‑team workshops.
• Flexible work arrangements: hybrid or fully remote options with a focus on results over hours.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Community outreach programs and volunteer opportunities that align with our mission.

Compensation & Benefits

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

• Base salary commensurate with market standards for senior Customer Success roles.
• Performance‑based bonuses tied to customer health, expansion, and retention 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.
• Professional development budget, conference travel, and certification reimbursements.
• Wellness programs, including gym memberships, mental health resources, and mindfulness sessions.
• Team‑building retreats, social events, and a vibrant virtual community for remote employees.

How to Apply

If you’re ready to drive customer success at the intersection of technology and strategy, we’d love to hear from you. Please submit your resume, a brief 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.