Strategic Customer Success Manager – Driving Adoption, Retention, and Expansion for B2B SaaS Solutions

About brighthush

brighthush is a forward‑thinking technology company that empowers businesses to unlock the full potential of their customer relationships. With a portfolio of cutting‑edge SaaS products designed for the modern enterprise, we help organizations streamline operations, enhance customer engagement, and accelerate growth. Our culture is built on collaboration, innovation, and a relentless focus on delivering measurable value to our clients. As we continue to scale, we are looking for a passionate and results‑driven Customer Success Manager to join our dynamic team and play a pivotal role in shaping the future of customer success at brighthush.

Why brighthush?

At brighthush, you’ll experience a work environment that blends the flexibility of remote work with the camaraderie of a close‑knit team. We champion a growth mindset, encouraging continuous learning through mentorship, internal knowledge sharing, and access to industry conferences. Our leadership team is committed to fostering an inclusive culture where every voice is heard, and every idea has the potential to drive real impact. If you thrive in an environment that rewards creativity, accountability, and a passion for customer success, brighthush is the place for you.

Key Responsibilities

• Customer Relationship Stewardship: Serve as the primary point of contact for a portfolio of mid‑to‑large enterprise accounts, building trust and ensuring a deep understanding of their business objectives.
• Product Adoption & Expansion: Design and execute adoption roadmaps that accelerate feature usage, identify upsell opportunities, and drive revenue growth through expansion.
• Executive Advocacy: Communicate insights and value metrics to C‑suite stakeholders, translating technical details into business outcomes.
• Issue Escalation & Resolution: Coordinate cross‑functional teams (Product, Engineering, Support) to resolve technical or operational challenges swiftly and transparently.
• Data‑Driven Success: Leverage analytics tools to monitor health scores, churn risk, and usage patterns; present findings in quarterly business reviews.
• Process Optimization: Continuously refine onboarding, training, and support processes to improve customer experience and operational efficiency.
• Thought Leadership: Represent brighthush at industry events, webinars, and user groups, sharing best practices and gathering market intelligence.

Essential Qualifications

• Minimum of 3 years in Customer Success, Account Management, or a related B2B SaaS role.
• Proven track record of driving adoption, retention, and expansion in a complex, enterprise‑grade environment.
• Exceptional communication skills, with the ability to articulate technical concepts to non‑technical audiences.
• Strong business acumen: comfortable interpreting financial metrics, ROI calculations, and market trends.
• Analytical mindset: proficiency with CRM platforms (e.g., Salesforce, HubSpot), analytics tools, and data visualization.
• Technical aptitude: comfortable navigating SaaS architectures, APIs, and integration workflows.
• Operational discipline: adept at managing multiple priorities, meeting deadlines, and maintaining meticulous documentation.

Preferred Qualifications

• Experience in the automotive, retail, or service industries, especially with AI‑driven solutions.
• Background in product management or technical consulting, providing a holistic view of the customer journey.
• Certifications in Customer Success (e.g., SuccessHACKER, CSF) or related fields.
• Fluency in additional languages beyond English, enhancing cross‑border client interactions.

Core Skills & Competencies

• Strategic Thinking: Ability to align customer goals with brighthush’s product roadmap.
• Relationship Building: Empathy, active listening, and a consultative approach to client engagement.
• Problem Solving: Creative troubleshooting and root‑cause analysis to deliver rapid solutions.
• Data Literacy: Comfortable extracting insights from dashboards, spreadsheets, and customer feedback.
• Collaboration: Proven success working with cross‑functional teams in a fast‑paced environment.
• Adaptability: Thrives in a remote setting, self‑motivated, and proactive in managing time and priorities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As a Customer Success Manager, you will have the opportunity to:

• Progress to a Senior Customer Success Manager or Director of Customer Success role, overseeing larger accounts and a team of success specialists.
• Transition into Product Management or Customer Experience Strategy, leveraging your deep customer insights to shape product direction.
• Participate in Leadership Development Programs that provide mentorship, executive coaching, and strategic project assignments.
• Attend industry conferences, workshops, and webinars to stay ahead of emerging trends in SaaS, AI, and customer experience.
• Contribute to internal knowledge bases, creating best‑practice guides, case studies, and training modules for new hires.

Work Environment & Culture

brighthush embraces a remote‑first philosophy, allowing you to work from anywhere in the United States while staying connected through weekly video huddles, virtual coffee chats, and an open communication platform. Our culture is defined by:

• Transparency: Open access to company metrics, product roadmaps, and strategic goals.
• Collaboration: Cross‑departmental projects that break down silos and foster shared ownership.
• Inclusive hiring practices that celebrate diverse perspectives and experiences.
• Regular team celebrations, both virtual and in‑person, to recognize achievements and build camaraderie.

Compensation & Benefits

Base Salary: Competitive range of USD 90,000 – 115,000 per year, commensurate with experience and performance.

Bonus & Equity: Performance‑based bonus structure and potential equity participation, aligning your success with the company’s growth.

Benefits: Comprehensive health, dental, and vision plans; 401(k) with company match; generous paid time off (PTO) policy; flexible work hours; and a stipend for home office setup.

Wellness: Access to virtual fitness classes, mental health resources, and wellness stipends.

How to Apply

If you are a proactive, customer‑centric professional eager to make a tangible impact in a fast‑growing SaaS environment, we invite you to join brighthush. Bring your passion for driving adoption, your analytical rigor, and your commitment to building lasting client relationships. Together, we will shape the next chapter of customer success excellence.