Customer Success Team Manager – Remote – Driving Client Success, Coaching High‑Performing Teams, and Shaping the Future of Brighthush’s Customer Experience

About Brighthush

Brighthush is a forward‑thinking technology company that empowers businesses to deliver exceptional customer experiences through data‑driven insights, innovative SaaS solutions, and a culture of continuous improvement. With a global footprint and a commitment to diversity, equity, and inclusion, Brighthush is redefining how organizations build lasting relationships with their customers. As a remote‑first company, we provide our team members with the flexibility to work from anywhere in the United States while fostering a collaborative, high‑energy environment that values creativity, accountability, and personal growth.

Why Join Brighthush?

• Impactful Work: Your leadership will directly influence the satisfaction and retention of thousands of customers, driving revenue growth and brand loyalty.
• Career Growth: Brighthush offers a clear career ladder for Customer Success leaders, with opportunities to move into Director, VP, or Chief Customer Officer roles.
• Learning & Development: Access to a curated library of courses, industry conferences, and internal mentorship programs.
• Competitive Compensation: Base salary range of $85,000–$105,000, plus performance bonuses, equity, and comprehensive benefits.
• Culture of Innovation: Work with cross‑functional teams that champion experimentation, data‑driven decision making, and rapid iteration.

Key Responsibilities

As the Customer Success Team Manager, you will be the linchpin between our customers, product teams, and executive leadership. Your role will encompass strategic oversight, operational excellence, and people development. Below is a detailed breakdown of what you’ll be doing day‑to‑day:

• Team Leadership & Development: Build, mentor, and scale a high‑performing Customer Success team of 8–12 professionals. Conduct regular one‑on‑ones, performance reviews, and career development plans.
• Customer Health & Retention: Own the customer health scorecard, churn reduction initiatives, and upsell/cross‑sell pipelines. Collaborate with Sales and Product to ensure seamless handoffs and proactive risk mitigation.
• Process & Tool Optimization: Champion the adoption of best practices in onboarding, renewal, and support workflows. Leverage CRM (Salesforce, HubSpot, or similar) and analytics tools to drive data‑backed decisions.
• Strategic Planning: Develop quarterly OKRs aligned with company goals. Present insights and recommendations to senior leadership on customer trends, product gaps, and market opportunities.
• Stakeholder Collaboration: Partner with Marketing, Product, and Engineering to shape the customer journey, gather feedback, and influence roadmap priorities.
• Quality Assurance: Ensure all customer interactions meet Brighthush’s high standards for professionalism, empathy, and problem resolution.
• Continuous Improvement: Lead initiatives to reduce response times, improve first‑contact resolution, and increase customer satisfaction scores.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• Minimum of 5 years of progressive experience in Customer Success, Account Management, or Partner Engagement.
• At least 2 years of proven people‑management experience, with a track record of building and scaling high‑performing teams.
• Deep understanding of customer success principles, including health scoring, churn analytics, and renewal strategies.
• Proficiency in CRM platforms (Salesforce, HubSpot, Zendesk, or similar) and data analytics tools (Excel, Tableau, Power BI).
• Exceptional communication skills—both written and verbal—across all levels of the organization.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Experience in a remote‑first environment, demonstrating self‑discipline, time‑management, and collaboration across time zones.

Preferred Qualifications

• Advanced degree (MBA, MS) or relevant certifications (CSM, CSPO, or similar).
• Experience in the SaaS or technology industry, particularly in customer success for B2B products.
• Knowledge of behavioral health or wellness solutions is a plus.
• Background in coaching or training programs for customer success professionals.
• Fluency in additional languages (Spanish, French, Mandarin) to support a global customer base.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and develop team members to exceed performance targets.
• Strategic Thinking: Visionary mindset to align customer success initiatives with business objectives.
• Customer‑Centric Mindset: Passion for delivering outstanding customer experiences and turning feedback into action.
• Data‑Driven Decision Making: Proficiency in interpreting metrics, forecasting trends, and measuring impact.
• Collaboration & Influence: Skilled at building cross‑functional partnerships and influencing stakeholders.
• Adaptability: Comfortable navigating ambiguity, rapid change, and evolving customer needs.
• Technical Aptitude: Comfortable learning new tools, platforms, and integrations quickly.

Career Growth & Learning Opportunities

At Brighthush, we believe that investing in our people is the key to sustainable success. As a Customer Success Team Manager, you will:

• Progress to senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.
• Participate in executive mentorship programs and leadership workshops.
• Attend industry conferences (e.g., CSAT Summit, SaaStr Annual) and receive travel stipends.
• Access a learning stipend for courses on Coursera, Udemy, LinkedIn Learning, and more.
• Engage in cross‑departmental projects that broaden your skill set and visibility.

Work Environment & Culture at Brighthush

Brighthush thrives on a culture of transparency, innovation, and mutual respect. Our remote‑first model empowers employees to work from anywhere while staying connected through:

• Weekly virtual town halls with the CEO and executive team.
• Monthly “Innovation Fridays” where teams pitch new ideas and experiments.
• Quarterly virtual retreats that combine learning sessions with team‑building activities.
• Open‑door policy—anyone can schedule a 15‑minute chat with any leader.
• Inclusive hiring practices that celebrate diverse perspectives and backgrounds.

Compensation, Perks, and Benefits

• Base Salary: $85,000–$105,000 per year, commensurate with experience.
• Performance Bonus: Up to 15% of base salary based on individual and team metrics.
• Equity: Eligible for stock options as part of the total compensation package.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health resources; wellness stipend.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous PTO policy, including sick leave, personal days, and a flexible holiday calendar.
• Remote Work: Fully remote role—no relocation required.
• Technology Stipend: Monthly allowance for home office equipment and high‑speed internet.
• Professional Development: Annual budget for certifications, conferences, and training.

How to Apply

Ready to lead a world‑class Customer Success team and shape the future of Brighthush? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We’re excited to hear how your experience and vision align with our mission to deliver unparalleled customer value.

Click the link below to apply directly through our career portal:

Apply to Brighthush – Customer Success Team Manager (Remote)

Join Brighthush Today

At Brighthush, we’re not just building software—we’re building relationships. If you’re passionate about customer success, thrive in a fast‑paced environment, and want to make a tangible impact, we want to hear from you. Apply now and become part of a team that values innovation, collaboration, and the relentless pursuit of excellence.