Customer Success Representative – Remote, Full‑Time – Property Management & SaaS Solutions

About brighthush

brighthush is a forward‑thinking property management platform that blends cutting‑edge technology with a passion for exceptional tenant experiences. Our mission is to simplify the rental journey for property owners, managers, and residents alike, turning complex processes into seamless, data‑driven workflows. With a growing portfolio of smart‑home integrations, AI‑powered maintenance alerts, and a user‑friendly dashboard, we’re redefining what it means to manage real estate in the digital age.

Why brighthush?

At brighthush, we believe that the heart of any successful property management ecosystem is the people who support it. Our culture is built on collaboration, continuous learning, and a relentless focus on customer delight. Whether you’re a seasoned professional or just starting your career, you’ll find a welcoming environment where your ideas are heard, your growth is nurtured, and your impact is tangible.

Role Overview

We’re looking for a proactive, customer‑centric Customer Success Representative to join our remote team. In this role, you’ll be the frontline advocate for our tenants and property managers, ensuring they receive timely support, clear communication, and proactive solutions. You’ll work closely with our product, engineering, and sales teams to translate customer feedback into actionable improvements, driving satisfaction and retention across our platform.

Key Responsibilities

• Customer Onboarding & Training: Guide new users through the brighthush platform, delivering personalized walkthroughs, creating onboarding materials, and ensuring a smooth transition from sign‑up to active usage.
• Issue Resolution & Escalation: Act as the first point of contact for all support tickets, diagnosing problems, providing clear solutions, and escalating complex issues to the appropriate internal teams.
• Maintenance Coordination: Collaborate with property managers to schedule and track maintenance requests, ensuring timely completion and accurate status updates for tenants.
• Proactive Outreach: Conduct regular check‑ins with tenants and property owners to gather feedback, identify pain points, and recommend platform enhancements.
• Data Management: Maintain accurate records in our CRM (LeadSimple) and property management software (AppFolio), ensuring data integrity and compliance with privacy standards.
• Knowledge Base Development: Contribute to the creation and upkeep of self‑service resources, FAQs, and tutorial videos to empower users to solve common issues independently.
• Cross‑Functional Collaboration: Partner with marketing, product, and sales teams to share customer insights, influence roadmap decisions, and support go‑to‑market initiatives.
• Performance Metrics: Track and report on key success metrics such as ticket resolution time, customer satisfaction scores, and churn rates, using data to drive continuous improvement.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree in Business, Communications, or a related field is a plus.
• Minimum of 1–2 years of experience in a customer support or success role, preferably within SaaS or property management environments.
• Strong verbal and written communication skills in English, with the ability to explain technical concepts to non‑technical audiences.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and familiarity with CRM systems.
• Experience using property management software such as AppFolio or similar platforms.
• Demonstrated ability to manage multiple priorities, meet deadlines, and maintain high attention to detail.
• Self‑motivated, organized, and comfortable working independently in a remote setting.

Preferred Qualifications

• Prior experience in the real‑estate or property management industry.
• Knowledge of maintenance workflows, lease agreements, and tenant‑landlord regulations.
• Experience with customer success tools like LeadSimple, Gainsight, or Intercom.
• Basic understanding of data analytics and reporting tools.
• Fluency in additional languages (e.g., Urdu, Punjabi) is a bonus for serving our diverse tenant base.

Skills & Competencies

• Customer‑First Mindset: Passion for solving problems and delivering delight at every touchpoint.
• Problem‑Solving: Ability to diagnose issues quickly, think critically, and propose effective solutions.
• Communication: Clear, concise, and empathetic communication across email, chat, and phone.
• Technical Aptitude: Comfortable learning new software, troubleshooting technical glitches, and navigating data dashboards.
• Collaboration: Team player who thrives in cross‑functional environments and shares insights openly.
• Adaptability: Agile mindset that embraces change, new processes, and evolving customer needs.
• Time Management: Efficiently juggle multiple tickets, follow‑ups, and projects without compromising quality.

Tools & Technologies

• AppFolio – Property management platform for lease management, maintenance, and tenant communications.
• LeadSimple – CRM system for tracking leads, customer interactions, and support tickets.
• Microsoft Office Suite – Word, Excel, PowerPoint, Outlook for documentation, reporting, and collaboration.
• Slack – Internal communication and collaboration.
• Zoom / Teams – Virtual meetings with customers and internal stakeholders.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as our platform. We offer:

• Structured mentorship programs pairing you with senior customer success leaders.
• Access to industry conferences, webinars, and training courses to deepen your expertise.
• Clear promotion paths from Customer Success Representative to Senior Representative, Team Lead, and beyond.
• Opportunities to cross‑train in product management, sales, or marketing, broadening your skill set.
• Regular performance reviews with actionable feedback and personalized development plans.

Work Environment & Culture

Our remote-first culture empowers you to work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open‑door policy via Slack channels for quick collaboration.
• Flexible work hours that respect your personal life and peak productivity times.
• Annual virtual retreats and quarterly in‑person meetups (when travel is safe).
• Inclusive, diverse, and supportive community that celebrates every milestone.

Compensation & Benefits

We offer a competitive salary range of USD 9,600 – 10,800 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance options for you and your dependents.
• Paid time off (PTO) and flexible vacation policies.
• Professional development stipend for courses, certifications, and conferences.
• Employee referral bonuses and performance‑based incentives.
• Access to a comprehensive employee wellness program, including mental health resources.
• Equity or stock‑option plans (subject to company policy and role level).

How to Apply

Ready to make a tangible impact on the future of property management? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Click the link below to apply directly:

Apply to this position at brighthush

Closing

At brighthush, we’re not just building a platform; we’re building a community of innovators who care deeply about people. If you’re driven by curiosity, thrive on solving real‑world problems, and want to grow alongside a passionate team, we want to hear from you. Join us and help shape the next generation of property management excellence.