Strategic Customer Success Manager – SaaS Growth, Retention, and Upsell Champion
About brighthush
brighthush is a forward‑thinking SaaS ecosystem that empowers businesses worldwide to unlock their full potential through innovative cloud solutions. With a portfolio that spans e‑commerce, marketing automation, and customer experience platforms, we are committed to delivering seamless, data‑driven experiences that help our clients thrive in a digital‑first world. Our team is distributed across more than ten countries, fostering a culture of collaboration, agility, and continuous learning.
Why Join brighthush?
At brighthush, we believe that the most valuable asset is our people. We celebrate curiosity, encourage experimentation, and reward results. As a Customer Success Manager, you will be the linchpin between our product, engineering, and sales teams, ensuring that every customer not only adopts our solutions but also achieves measurable business outcomes. If you love fast‑paced environments, thrive on solving complex problems, and enjoy building lasting relationships, brighthush is the place for you.
Role Overview
As a Customer Success Manager at brighthush, you will own the end‑to‑end customer journey—from onboarding to renewal—while acting as the primary advocate for our clients. Your mission is to help customers realize the full value of our SaaS offerings, drive adoption, and identify upsell opportunities that align with their evolving needs. You will collaborate closely with product, engineering, marketing, and sales to translate customer insights into actionable improvements.
Key Responsibilities
- Design and implement scalable customer success processes that reflect industry best practices for SaaS.
- Serve as the first point of contact for inbound inquiries via phone, email, and instant messaging, delivering timely, empathetic support.
- Proactively engage newly onboarded customers, ensuring they are fully integrated and deriving value from our features.
- Monitor customer health metrics, identify trends, and communicate insights to Engineering & Product teams.
- Collaborate with cross‑functional teams to brainstorm and execute initiatives that enhance the overall customer experience.
- Own the full lifecycle of customer accounts, including onboarding, success, retention, and renewal.
- Conduct regular business reviews with clients to understand their goals, surface pain points, and recommend solutions.
- Respond swiftly to customer‑submitted questions and requests, maintaining a high level of satisfaction.
- Maintain a detailed portfolio of customer interactions, analytics, reports, and KPIs.
- Solicit and nurture references, referrals, and testimonials to support our growth strategy.
- Act as a liaison between customers and internal teams, ensuring that product enhancements reflect real‑world needs.
- Manage the renewal process, identify upsell opportunities, and collaborate with Sales to close deals.
Essential Qualifications
- Minimum of 1 year of experience in customer success or inside sales within a software company.
- Proven track record of building rapport and relationships across all organizational levels.
- Strong written and verbal communication skills; excellent storytelling ability.
- High level of organization, attention to detail, and ability to manage multiple priorities.
- Data‑driven mindset with proficiency in interpreting analytics to inform strategy.
- Experience with SaaS products and services, including subscription billing and usage metrics.
- Strong presentation skills across phone, video, and in‑person settings.
- Self‑starter who thrives in a remote, distributed environment and can take full ownership of tasks.
Preferred Qualifications
- Experience in a SaaS startup environment.
- Background in account management or inside sales.
- Familiarity with CRM platforms (e.g., brighthush, brighthush) and customer success tools (e.g., brighthush, brighthush).
- Knowledge of customer journey mapping and adoption frameworks.
- Experience with data visualization tools (e.g., brighthush, brighthush).
- Fluency in multiple languages is a plus.
Skills & Competencies
- Customer‑centric mindset with a passion for building relationships.
- Problem‑solving aptitude and the ability to think strategically.
- Excellent time‑management and multitasking skills.
- Strong analytical skills and comfort with metrics‑driven decision making.
- Adaptability to changing priorities and a fast‑paced environment.
- Proficiency in English; additional languages are a bonus.
Career Growth & Learning Opportunities
At brighthush, we invest heavily in the professional development of our team. As a Customer Success Manager, you will have access to:
- Mentorship from senior leaders in product, engineering, and sales.
- Regular training sessions on the latest SaaS trends, customer success frameworks, and product updates.
- Opportunities to lead cross‑functional projects that shape the future of our platform.
- Clear career pathways to senior Customer Success roles, Customer Success Leadership, or Product Management.
- Participation in industry conferences, webinars, and networking events.
Work Environment & Culture
brighthush is a fully distributed team that values flexibility, transparency, and collaboration. We operate on a results‑oriented model, trusting our employees to manage their own schedules while delivering high‑quality outcomes. Our culture is built on:
- Open communication channels across all levels.
- Regular virtual team‑building activities and informal “coffee chats.”
- A focus on work‑life balance, with flexible hours and remote work from any location.
- Recognition programs that celebrate both individual and team achievements.
- A commitment to diversity, equity, and inclusion.
Compensation & Benefits
While the specific hourly rate will be discussed during the interview process, we offer a competitive compensation package that reflects the value of your contributions. In addition to a flexible hourly rate, you will receive:
- Health, dental, and vision insurance (for full‑time equivalents).
- Paid time off and holidays.
- Professional development budget.
- Access to a comprehensive suite of SaaS tools to support your work.
- Equity options for long‑term employees.
- Regular performance reviews and career coaching.
How to Apply
We’re excited to hear from candidates who are ready to make an impact. Please submit the following information along with your resume:
- Expected hourly rate (considering this is a long‑term position).
- Number of hours available per week.
- Timezone and preferred schedule (e.g., 10 am EST to 2 pm EST).
- Availability to start.
- List of software tools you are proficient in.
- Any additional skills or experiences that would strengthen your candidacy.
Send your application to [email protected] with the subject line “Customer Success Manager – [Your Name].” We look forward to reviewing your application and exploring how you can contribute to brighthush’s mission.
Closing Statement
At brighthush, we’re on a mission to empower businesses to achieve unprecedented growth through technology. As a Customer Success Manager, you will be at the heart of that mission, turning customer interactions into lasting partnerships and measurable success. If you’re passionate about building relationships, solving complex problems, and driving customer delight in a fast‑paced, remote environment, we want to hear from you. Apply today and help shape the future of SaaS customer experience.
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