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

About brighthush

brighthush is a trailblazing SaaS company redefining how safety‑sensitive industries hire, stay compliant, and manage risk. With an AI‑ready, all‑in‑one platform, we empower transportation, construction, distribution, and utility businesses to operate faster, smarter, and safer. Our mission is simple: help our customers achieve measurable business outcomes while staying compliant in an ever‑changing regulatory landscape.

As we scale, 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 we’re collaborating internally or helping customers, we approach every challenge with optimism, humor, and a shared commitment to success.

What You’ll Do

As a Strategic Mid‑Market Customer Success Manager at brighthush, you will be the trusted advisor for our largest mid‑market accounts. Your focus will be on driving adoption, ensuring renewals, identifying expansion opportunities, and delivering measurable outcomes that align with each customer’s business goals. You will also contribute to special projects and cross‑functional initiatives that improve the customer experience and scale our success organization.

• Portfolio Management – Own a portfolio of mid‑market accounts, building trusted relationships with decision‑makers and stakeholders across each organization.
• Adoption & ROI – Champion the adoption of the brighthush platform, ensuring customers achieve tangible ROI and business outcomes.
• Account Health & Risk Mitigation – Proactively monitor account health, identify risks, and develop action plans to mitigate churn.
• Revenue Expansion – Partner with Sales to identify and execute on expansion opportunities, driving net revenue retention (NRR) and upsell growth.
• Product Feedback Loop – Collaborate closely with Product, Marketing, and other internal teams to deliver customer feedback and influence roadmap priorities.
• Cross‑Department Collaboration – Work seamlessly across departments in a fully remote environment, building strong working relationships and clear communication.
• Executive Engagement – Lead executive business reviews and strategic account planning for high‑value customers.
• Process Improvement – Contribute to special projects and initiatives that improve 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.

Who You Are

You bring a proven track record in customer success within a SaaS environment, especially with mid‑market clients. You are a strategic thinker, a relationship builder, and a data‑driven advocate for your customers. Below are the essential and preferred qualifications that will help you thrive in this role.

Essential Qualifications

• 3+ years of Customer Success experience in a SaaS environment, preferably with mid‑market customers.
• Strong track record of driving retention, reducing churn, and achieving NRR targets.
• 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 environment.
• Strong analytical and decision‑making skills.
• Comfort and curiosity using agentic workflows and AI tools to work more efficiently with customers.

Preferred Qualifications

• Experience in a compliance, regulated‑industry, or vertical SaaS environment.
• Familiarity with the transportation, construction, distribution, or utility sectors.
• Experience with Planhat or similar customer success platforms.
• Background in data analysis or SQL.

Key Skills & Competencies

• Strategic Account Management
• Customer Advocacy & Relationship Building
• Data‑Driven Decision Making
• Project Management & Cross‑Functional Collaboration
• Presentation & Executive Communication
• Problem Solving & Conflict Resolution
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Success Manager, you will have access to:

• Mentorship from senior leaders in Customer Success, Sales, and Product.
• Regular training on the latest AI and compliance trends.
• Opportunities to lead cross‑functional projects that shape the future of our platform.
• A clear path to senior Customer Success roles, such as Senior Manager, Director, or VP of Customer Success.
• Access to industry conferences, webinars, and certifications.

Work Environment & Company Culture

brighthush is a fully remote, distributed team that values flexibility, transparency, and collaboration. We celebrate diversity and foster an inclusive culture where every voice is heard. Our remote work model is supported by:

• Weekly virtual town halls and team‑building events.
• Open‑door communication channels with leadership.
• Flexible work hours to accommodate different time zones.
• Regular feedback loops and performance reviews.

Compensation & Benefits

We offer a competitive salary range of $55,000 – $70,000 per year, commensurate with experience. In addition to base pay, you will receive:

• 401(k) with company match.
• Comprehensive medical, dental, and vision coverage.
• Paid time off, holidays, and a generous wellness stipend.
• Employee assistance program and mental health resources.
• Professional development budget and tuition reimbursement.
• Flexible work arrangements and remote‑friendly office stipends.

Location & Eligibility

This role is primarily remote (US‑based). We welcome candidates from the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin. Occasional visits to our offices for team collaboration, training, or company events may be required.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven company that is transforming safety‑sensitive industries. You’ll work with a talented, collaborative team that values innovation, grit, and teammateship. Your work will directly impact our customers’ ability to stay compliant, reduce risk, and grow their businesses. If you’re passionate about customer success, data‑driven decision making, and building lasting relationships, we want to hear from you.

How to Apply

Ready to make a difference? Submit your application through our careers portal or email your resume and cover letter to [email protected]. We look forward to exploring how you can contribute to our growing success story.