Strategic Enterprise Customer Success Manager – Driving Adoption, Retention, and Growth for Brighthush’s SaaS Solutions

About Brighthush

Brighthush is a trailblazing SaaS provider that empowers service professionals—cleaning, maintenance, and facility management teams—to run their businesses with unprecedented efficiency, profitability, and impact. By delivering a cloud‑based platform that unifies scheduling, invoicing, workforce management, and customer engagement, Brighthush transforms the way service companies operate, enabling them to focus on what matters most: delivering exceptional service and creating safer, cleaner, and more beautiful environments for communities worldwide.

With a global footprint spanning 30+ states and 7 countries, Brighthush blends the agility of a startup with the reach of a global tech leader. Our culture is built on trust, collaboration, and a relentless focus on customer success. We celebrate diversity, champion continuous learning, and reward innovation—making Brighthush an ideal place for ambitious professionals who want to make a real difference.

Why Brighthush Needs You

As Brighthush continues to scale, we’re looking for a seasoned Customer Success Manager who can take ownership of our most strategic accounts, drive product adoption, and unlock new growth opportunities. You’ll be the bridge between our customers’ business goals and our technology, ensuring that every client realizes maximum ROI and becomes a long‑term partner.

Key Responsibilities

1. Value Realization & Success Planning

• Lead collaborative, quarterly success planning sessions with executive stakeholders to build personalized roadmaps that align with each client’s strategic objectives.
• Define, track, and report on mutually agreed KPIs, ensuring transparent measurement of ROI and continuous improvement.
• Translate business outcomes into actionable product adoption plans, leveraging Brighthush’s feature set to solve real‑world challenges.

2. Portfolio Retention & Account Health

• Maintain a proactive health score for every key account, identifying early warning signs of churn or renewal risk.
• Develop and execute mitigation strategies—including targeted training, feature demos, and executive check‑ins—to keep churn rates below industry benchmarks.
• Collaborate with the Renewal Manager to secure contract renewals and maintain a high portfolio retention rate.

3. Growth & Opportunity Identification

• Analyze usage data, market trends, and customer feedback to uncover upsell and cross‑sell opportunities.
• Generate Customer Success Qualified Leads (CSQLs) and hand them over to the sales team, ensuring a seamless handoff and high conversion rates.
• Champion new product features and integrations that align with customer needs, driving expansion revenue.

4. Executive Engagement & Governance

• Lead Executive Business Reviews (EBRs) and Business Outcome Reviews with C‑suite and VP‑level stakeholders.
• Present data‑driven insights, validate ROI, and discuss long‑term strategic initiatives that tie Brighthush’s roadmap to client success.
• Act as the customer’s advocate within Brighthush, ensuring that executive feedback informs product development.

5. Cross‑Functional Triad Alignment

• Partner closely with Account Managers and Renewal Managers to create unified account plans, commercial terms, and whitespace strategies.
• Coordinate on contract negotiations, pricing adjustments, and renewal timelines.
• Ensure alignment across sales, support, and product teams to deliver a consistent customer experience.

6. Process & Tooling Adoption

• Leverage Brighthush’s CS enablement platforms (e.g., Planhat, Gainsight) to streamline workflows and automate risk protocols.
• Integrate AI‑driven insights into daily operations, enhancing predictive analytics and proactive engagement.
• Continuously refine processes to improve efficiency, scalability, and customer satisfaction.

Essential Qualifications

• ERP & Enterprise Software Experience: 2–3 years managing complex ERP ecosystems such as SAP, NetSuite, Salesforce, Microsoft Dynamics, or specialized field‑service platforms.
• Proven Customer Success Track Record: Demonstrated success in managing enterprise or mid‑market B2B SaaS portfolios, driving retention, adoption, and revenue growth.
• Strategic Relationship Management: Strong executive presence with experience presenting to C‑suite and VP‑level decision makers during EBRs.
• Analytical & Goal‑Oriented: Ability to define, track, and present business KPIs and quantifiable outcomes.
• Technical & Process Aptitude: Comfortable adopting modern CS platforms (Plan­hat, Gainsight), CS frameworks, and AI workflows.
• Travel Flexibility: Willingness to travel for client onsite visits as needed.

Preferred Qualifications

• Experience in the service‑operations or facilities‑management industry.
• Background in leading cross‑functional teams and driving product‑market fit.
• Certification in Customer Success Management (CSM) or related disciplines.
• Proficiency in data visualization tools (Tableau, Power BI) and advanced Excel skills.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for understanding client pain points and delivering tailored solutions.
• Strategic Thinking: Ability to translate business goals into actionable CS strategies.
• Communication Excellence: Clear, concise, and persuasive communication across all levels.
• Problem‑Solving: Strong analytical skills to diagnose issues and propose effective solutions.
• Collaboration: Proven ability to work seamlessly with sales, product, and support teams.
• Adaptability: Thrive in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At Brighthush, your career trajectory is as dynamic as our product roadmap. As a Customer Success Manager, you’ll have the chance to:

• Progress to Senior CSM, Lead CSM, or Director of Customer Success roles.
• Take ownership of larger, more complex accounts and influence product strategy.
• Participate in cross‑functional leadership initiatives, shaping the future of Brighthush’s customer experience.
• Access 24/7 learning libraries covering soft skills, technical expertise, and industry trends.
• Engage in internal mobility programs that allow you to explore roles in sales, product, or operations.

Work Environment & Culture

Brighthush is a remote‑first organization that values flexibility, collaboration, and innovation. Whether you work from home, a co‑working space, or one of our modern hubs—including the historic Bell Works complex in Holmdel, NJ—you’ll be part of a global community that celebrates curiosity, inclusivity, and high performance.

• Remote‑First Flexibility: Work from anywhere across 30+ states and 7 countries.
• Modern Hubs: Access to regional offices and state‑of‑the‑art HQ for collaboration and networking.
• Inclusive Culture: A diverse, supportive environment where every voice is heard.
• Recognition & Community: Peer‑nominated awards, regional discounts, and volunteer opportunities.

Compensation & Benefits

Base Salary: $90,000 – $100,000 per year, with performance‑based bonuses and equity opportunities. The final offer will reflect your experience, qualifications, and Brighthush’s budget.

Benefits include:

• Health & Wellness: Comprehensive medical, dental, vision, 401(k) match, 24/7 Teladoc virtual care, and EAP support.
• Time Off: Flexible PTO, paid holidays, and parental bonding leave.
• Professional Development: Unlimited access to training libraries, certifications, and internal mobility.
• Perks: Remote‑work stipend, wellness programs, and team‑building events.

Join Brighthush – Make an Impact

If you’re a strategic thinker with a passion for customer success, ready to drive adoption, retention, and growth for a fast‑growing SaaS company, Brighthush invites you to apply. Your ideas will shape the future of service‑operations technology, and your work will directly influence the success of businesses that keep our world safe, clean, and beautiful.

We celebrate diversity and encourage candidates who may not tick every box to apply. Brighthush is an equal‑opportunity employer committed to fostering belonging and inclusion across all levels of our organization.

Ready to take the next step? Submit your application today and join a team that values innovation, collaboration, and customer impact.