Customer Success Associate – Managed Services & Client Experience Specialist Driving Digital Transformation, ROI, and Long‑Term Growth at brighthush

About brighthush

At brighthush, we are more than a technology partner – we are the catalyst that propels mid‑market organizations into the future. Our portfolio spans cloud infrastructure, cybersecurity, advanced analytics, and intelligent automation, enabling our clients to unlock operational excellence, accelerate growth, and stay ahead of industry disruption. We believe that technology is a people business, and the best solutions emerge when diverse minds collaborate, innovate, and care deeply about the customers we serve. Whether you are a small startup or a growing enterprise, brighthush is the trusted ally that turns complex challenges into tangible business outcomes.

Why This Role Matters

In a world where digital transformation is no longer optional, customers need a partner who can translate technology into measurable value. As a Customer Success Associate at brighthush, you will be the linchpin that connects our managed services to the day‑to‑day success of our clients. Your work will shape the customer journey from onboarding through renewal, ensuring that each client receives maximum value, experiences seamless service, and sees measurable ROI. By championing the customer experience, you will help brighthush maintain its reputation for service excellence, secure long‑term contracts, and create opportunities for upsell and expansion. Your impact will ripple across the organization – from the moment a new client signs on to the ongoing partnership that drives mutual success.

Key Responsibilities

• Build Strategic Partnerships – Become the go‑to advocate for each assigned client, deeply understanding their business objectives, pain points, and success metrics. Build trust through proactive engagement and thoughtful insight.
• Client Engagement & Communication – Conduct regular bi‑weekly or monthly business reviews, incident debriefs, and change management discussions. Ensure clear, concise, and timely communication across all touchpoints, using data‑driven storytelling to illustrate value.
• Third‑Party Service Management – Collaborate with strategic annuity partners, completing semi‑annual scorecards and customer surveys to gauge partner performance and client satisfaction. Translate partner insights into actionable improvement plans.
• Customer Satisfaction & Recovery – Track CSAT scores, NPS, and other KPIs. Own the recovery process for any service gaps, working with internal teams to implement corrective actions and prevent recurrence.
• Root Cause Analysis – Own the escalation lifecycle for sensitive issues, leading root cause investigations and driving continuous improvement initiatives that enhance service reliability.
• Onboarding & Go‑Live Support – Partner with project managers to orchestrate seamless onboarding, host go‑live meetings, and coordinate the issuance of start‑of‑service letters. Ensure a smooth transition from project to operations.
• Data & Documentation Management – Maintain accurate client records, including contracts, escalation lists, and location data, ensuring data integrity across systems and compliance with data governance standards.
• Annual Performance Reviews – Prepare and lead annual customer performance meetings, presenting insights, trends, and strategic recommendations to senior client stakeholders. Use these sessions to identify growth opportunities.
• Cross‑Functional Collaboration – Work closely with sales, business development, and technical teams to identify upsell opportunities, support change order quoting, and reconcile accounts. Act as the customer voice in product and service roadmap discussions.
• Continuous Improvement – Contribute to process enhancements, share best practices, and champion a culture of service excellence. Propose new tools, templates, and workflows that increase efficiency.
• Additional Duties – Perform any other responsibilities as assigned to support the broader customer success mission, including special projects, pilot programs, or market research initiatives.

Essential Qualifications

• 2–4 years of client‑facing experience in Customer Success, Account Management, or Technical Support, preferably within an IT services or managed services environment.
• Proven ability to develop and deliver high‑impact presentations, both in person and virtually, to executive and technical audiences.
• Advanced proficiency in Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams, with the ability to create dynamic dashboards and reports.
• Exceptional customer service skills, active listening, and relationship management that drive client loyalty.
• Strong analytical mindset with the capacity to monitor account health, usage metrics, and generate actionable reports that influence strategy.
• Results‑oriented, emotionally intelligent, and adept at juggling multiple priorities in a dynamic, fast‑paced setting.
• Deep understanding of operational services management and the ability to translate technical concepts into business value.
• Self‑motivated, able to work independently, and thrive in a collaborative team environment.
• Relevant degree or professional certifications (e.g., ITIL, PMP, CompTIA) that demonstrate commitment to professional growth.

Preferred Qualifications

• Experience with project management methodologies and tools (e.g., Agile, Scrum, Jira).
• Knowledge of IT infrastructure components – networking, business communications, security, wireless, SAN, and server management.
• Prior exposure to annuity or subscription‑based service models and the associated billing and renewal processes.
• Demonstrated success in upselling or cross‑selling within a managed services portfolio, with measurable revenue impact.

Skills & Competencies

• Communication – Clear, concise, and persuasive written and verbal communication that resonates with diverse stakeholders.
• Problem Solving – Ability to diagnose issues quickly, propose solutions, and drive resolution while maintaining client trust.
• Strategic Thinking – Align client goals with brighthush solutions, identifying growth opportunities and long‑term value.
• Collaboration – Work effectively with sales, technical, and operations teams to deliver integrated solutions.
• Data Literacy – Interpret dashboards, metrics, and reports to inform decisions and communicate insights.
• Adaptability – Thrive in a fast‑paced, evolving environment, embracing change and continuous learning.
• Customer‑Centric Mindset – Put the client’s success at the core of every action, ensuring a positive experience at every touchpoint.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Success Associate, you will:

• Progress to Senior Customer Success Manager, overseeing larger portfolios and leading strategic initiatives.
• Transition into specialized roles such as Solutions Architect, Service Delivery Lead, or Product Management, leveraging your deep client knowledge.
• Access continuous learning through internal training, industry certifications, and mentorship programs that accelerate skill development.
• Participate in cross‑functional projects that broaden your skill set and expose you to new business areas, such as cybersecurity strategy or cloud migration.
• Earn recognition through brighthush’s performance‑based incentive program, rewarding impact and innovation.

Work Environment & Company Culture

brighthush fosters a culture that blends innovation, collaboration, and personal well‑being. Our core values include:

• Respectful Communication – Every voice matters; we listen, learn, and act with integrity.
• Teamwork & Inclusion – Diverse perspectives drive better solutions; we celebrate differences and foster belonging.
• Work‑Life Balance – Flexible schedules, remote options, and generous time‑off policies support your personal life and professional growth.
• Community Engagement – We give back through volunteer initiatives, sponsorships, and partnerships that uplift local communities.
• Continuous Learning – A culture of curiosity encourages experimentation, knowledge sharing, and skill development.

Our inclusive environment ensures that every employee feels valued, empowered, and equipped to bring their authentic self to work. We are proud to be an equal‑opportunity employer, committed to diversity, inclusion, and belonging.

Compensation & Benefits

While the base salary for this role ranges from $60,000 to $75,000 annually, the final offer will reflect your experience, skills, and geographic location. In addition to competitive pay, brighthush offers:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Employee Stock Purchase Program.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Employee recognition and reward programs that celebrate milestones and achievements.

Compensation may also include discretionary bonuses and performance‑based incentives, reflecting your contribution to brighthush’s success.

How to Apply

Ready to make a difference? Submit your application through the link below. We look forward to learning how your passion for customer success can help brighthush continue to deliver transformative technology solutions.

Apply to this job

Closing

At brighthush, you’ll join a team that values curiosity, collaboration, and a relentless pursuit of excellence. If you thrive on building lasting client relationships, driving measurable outcomes, and growing alongside a dynamic tech partner, we want to hear from you. Take the next step in your career and help us shape the future of managed services.