Strategic Mid‑Market Customer Success Manager – Driving Adoption, Retention, and Expansion for High‑Value SaaS Clients at brighthush

About brighthush

At brighthush, we’re redefining how safety‑sensitive industries hire, stay compliant, and manage risk. Our modern SaaS platform is an all‑in‑one, AI‑ready solution that empowers transportation, construction, distribution, and utility businesses to operate faster, smarter, and safer. As we accelerate growth, we’re looking for curious, strategic thinkers who thrive in complexity, are motivated by making an impact, and want to join a team that’s passionate about building great products and supporting customers.

Our core values—Teammateship, Grit, and Innovation—guide everything we do. Whether collaborating internally or helping customers, we approach every challenge with optimism, humor, and a shared commitment to success.

Why Join brighthush?

• Impactful Work: You’ll be a strategic advisor and advocate for our largest mid‑market customers, directly influencing their success and our company’s growth.
• Remote Flexibility: Work from anywhere in the United States, with occasional visits to our offices for team collaboration, training, or company events.
• Career Growth: Opportunities to move into senior CS leadership, product strategy, or sales enablement roles.
• Learning & Development: Access to industry conferences, AI & SaaS training, and a culture of continuous improvement.
• Competitive Compensation: Base salary, performance bonuses, and equity aligned with your contributions.
• Comprehensive Benefits: Medical, dental, vision, 401(k) with company match, paid time off, wellness programs, and an employee assistance program.

Key Responsibilities

As a Mid‑Market Customer Success Manager at brighthush, you will:

• Portfolio Management: Own a portfolio of mid‑market accounts, building trusted relationships with decision‑makers and stakeholders across each organization.
• Adoption & ROI: Drive adoption of brighthush.io solutions, ensuring customers achieve measurable ROI and business outcomes that align with their strategic goals.
• Account Health & Risk Mitigation: Proactively monitor account health, identify risks, and develop action plans to reduce churn and protect renewal revenue.
• Expansion & NRR: Partner with Sales to uncover upsell and cross‑sell opportunities, contributing to net revenue retention (NRR) targets.
• Customer Advocacy: Lead executive business reviews, strategic account planning, and serve as the voice of the customer within brighthush.
• Cross‑Functional Collaboration: Work closely with Product, Marketing, Finance, and Engineering to deliver customer feedback, influence roadmap priorities, and shape new feature releases.
• Process & Tooling Improvement: Contribute to special projects that enhance processes, tooling, and the overall customer experience.
• Data‑Driven Outreach: Leverage Planhat to manage account health, track success metrics, and use agentic workflows to drive proactive customer outreach.
• Remote Teamwork: Build strong working relationships and clear communication across teams in a fully remote environment.

Essential Qualifications

• 3+ years of Customer Success experience in a SaaS environment, preferably with mid‑market customers.
• Proven track record of driving retention, reducing churn, and achieving NRR targets.
• Strong ability to build trusted, strategic relationships with senior stakeholders.
• Excellent verbal and written communication, presentation, and negotiation skills.
• Strong cross‑departmental collaboration and communication skills in a fully remote setting.
• Analytical mindset with data‑driven decision‑making capabilities.
• Comfort and curiosity with agentic workflows and AI tools to work more efficiently with customers.
• Experience in a compliance, regulated‑industry, or vertical SaaS environment is strongly preferred.

Preferred Qualifications

• Background in safety‑sensitive industries such as transportation, construction, distribution, or utilities.
• Experience using customer success platforms like Planhat, Gainsight, or similar.
• Knowledge of AI‑enabled SaaS solutions and how they drive business outcomes.
• Prior involvement in product roadmap discussions or customer advocacy programs.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate customer goals into actionable CS plans.
• Relationship Building: Skilled at establishing credibility and trust with C‑suite executives and functional leaders.
• Data Analysis: Comfortable working with dashboards, metrics, and data to inform decisions.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Collaboration: Works seamlessly with cross‑functional teams to deliver on customer needs.
• Adaptability: Thrives in a fast‑moving, remote environment and can pivot quickly when priorities shift.
• Customer‑Centric Mindset: Passionate about delivering exceptional customer experiences and outcomes.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Mid‑Market Customer Success Manager, you’ll have the chance to:

• Progress to Senior Customer Success Manager, CS Director, or VP of Customer Success.
• Transition into Product Management or Customer Experience roles.
• Lead cross‑functional initiatives that shape the future of our platform.
• Participate in industry conferences, webinars, and training programs.
• Mentor junior team members and contribute to our internal knowledge base.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll:

• Join a diverse team of talented professionals across the United States.
• Participate in weekly all‑hands meetings, team huddles, and virtual coffee chats.Apply for this job