Strategic Mid‑Market Customer Success Manager – Salon, Spa & Medspa Client Engagement, Retention, Expansion, and Growth Champion

Welcome to brighthush – Where Beauty Meets Innovation

brighthush is more than a SaaS platform; it’s a movement that empowers beauty and wellness professionals to streamline operations, elevate client experiences, and drive sustainable growth. With a laser focus on salons, spas, and medspas, our technology seamlessly integrates booking, point‑of‑sale, inventory, and marketing tools into a single, intuitive dashboard. We’re on a mission to transform the self‑care industry by giving practitioners the data, insights, and support they need to thrive in an increasingly competitive market.

Why brighthush?

At brighthush, success is a partnership. We invest in our people, our clients, and our community. Our culture is built on transparency, continuous learning, and a shared commitment to delivering exceptional value. As a remote‑first organization, we offer flexible work arrangements, a collaborative virtual environment, and a global network of talented professionals who are passionate about redefining the beauty and wellness experience.

Role Overview

We are seeking an energetic, data‑driven Mid‑Market Customer Success Manager to become the trusted advisor for our growing portfolio of salon, spa, and medspa clients. In this role, you will own the entire customer lifecycle—from onboarding through renewal—ensuring that each client realizes maximum value from the brighthush platform. You will work closely with Onboarding, Sales, Support, and Product teams to identify upsell opportunities, mitigate churn risk, and champion customer advocacy. Your strategic insights and proactive engagement will directly influence brighthush’s expansion within the self‑care ecosystem.

Key Responsibilities

• Client Lifecycle Management: Own the end‑to‑end journey for 30–50 mid‑market accounts, ensuring seamless onboarding, adoption, and renewal.
• Retention & Upsell Strategy: Develop and execute tailored retention plans, identify upsell opportunities, and collaborate with Sales to close expansion deals.
• Data‑Driven Decision Making: Leverage usage analytics, health scores, and customer feedback to forecast churn risk and recommend proactive interventions.
• Cross‑Functional Collaboration: Partner with Onboarding, Support, and Product to address technical issues, gather feature requests, and influence roadmap priorities.
• Customer Advocacy & Voice: Serve as the customer’s advocate within brighthush, ensuring their needs and insights shape product development and service delivery.
• Performance Metrics & Reporting: Track and report on key KPIs such as NPS, churn rate, expansion revenue, and product adoption metrics.
• Thought Leadership: Create and deliver best‑practice guides, webinars, and case studies that showcase the value of brighthush to the broader beauty and wellness community.
• Continuous Improvement: Identify process gaps, propose enhancements, and champion a culture of continuous improvement across the Customer Success organization.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, or a related field.
• 5+ years of experience in Customer Success, Account Management, or a similar role within the SaaS or beauty & wellness industry.
• Proven track record of managing mid‑market accounts and driving renewal and expansion revenue.
• Strong analytical mindset with proficiency in CRM (e.g., brighthush, brighthush) and customer success platforms (e.g., brighthush, brighthush).
• Excellent communication skills—both written and verbal—across all stakeholder levels.
• Ability to thrive in a remote, fast‑paced environment while maintaining high levels of organization and accountability.
• Experience with data‑driven customer health scoring and churn mitigation strategies.
• Passion for the beauty and wellness industry and a genuine desire to help clients succeed.

Preferred Qualifications

• Experience working with salon, spa, or medspa clients.
• Knowledge of industry‑specific software such as brighthush, brighthush, or similar platforms.
• Background in product management or a strong understanding of SaaS product lifecycles.
• Certifications in Customer Success (CSM, CSPO) or related fields.
• Fluency in multiple languages (e.g., Spanish, French) is a plus.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Relationship Building: Skilled at building trust and rapport with clients and internal stakeholders.
• Problem Solving: Quick to diagnose issues and develop creative solutions.
• Project Management: Strong organizational skills to manage multiple client initiatives simultaneously.
• Data Literacy: Comfortable working with dashboards, interpreting metrics, and presenting insights.
• Adaptability: Thrives in a dynamic environment with evolving priorities.
• Customer‑Centric Mindset: Passionate about delivering exceptional service and championing the customer voice.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders.
• Regular training on product updates, industry trends, and advanced customer success methodologies.
• Opportunities to transition into senior Customer Success roles, Customer Success Leadership, or Product Management.
• Participation in industry conferences, webinars, and thought‑leadership events.
• Cross‑functional projects that broaden your skill set and visibility across the organization.

Work Environment & Culture

brighthush is a fully remote, distributed team that values flexibility, collaboration, and innovation. Our culture is defined by:

• Transparency: Open communication channels and regular all‑hands meetings.
• Inclusivity: A diverse workforce that celebrates different perspectives.
• Well‑being: Mental health resources, flexible schedules, and a focus on work‑life balance.
• Community Impact: Initiatives that give back to local beauty and wellness communities.
• Continuous Learning: Access to an extensive library of courses, certifications, and knowledge sharing sessions.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates.
• Performance‑based bonuses tied to renewal and expansion metrics.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching program.
• Unlimited paid time off and flexible working hours.
• Professional development stipend and reimbursement for relevant certifications.
• Monthly wellness allowance and access to virtual fitness classes.

How to Apply

Ready to elevate the customer experience for salons, spas, and medspas while growing your career in a fast‑moving SaaS environment? Submit your application through the link below and join the brighthush team in redefining the self‑care industry.

Apply to this job

Join brighthush Today

At brighthush, we’re not just building a platform; we’re building a community of innovators who are passionate about empowering beauty and wellness professionals. If you are a proactive, data‑savvy, and client‑centric professional ready to make a tangible impact, we want to hear from you. Apply now and help shape the future of self‑care with brighthush.