Remote Customer Success Advisor – Adobe Experience Cloud Specialist – Driving Adoption, ROI, and Expansion for SaaS Clients at brighthush

About brighthush

brighthush is a leading SaaS solutions provider that empowers businesses worldwide to unlock the full potential of digital experiences. With a portfolio that spans marketing automation, analytics, and customer engagement, we help our clients transform data into actionable insights and deliver personalized experiences at scale. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. Whether you’re a seasoned professional or an emerging talent, brighthush offers a dynamic environment where you can grow, innovate, and make a tangible impact.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking team that champions cutting‑edge technology and customer‑centric strategies. We believe that the best ideas come from diverse perspectives, so we foster an inclusive workplace where every voice is heard. As a Remote Customer Success Advisor, you’ll have the flexibility to work from anywhere in the United States while collaborating with global stakeholders, thought leaders, and product experts. Your contributions will directly influence how our clients achieve measurable ROI, drive adoption, and expand their digital footprints.

Key Responsibilities

As a Remote Customer Success Advisor at brighthush, you will be the trusted partner for our Adobe Experience Cloud customers. Your role will blend strategic thinking, data analysis, and hands‑on execution to ensure that each client realizes maximum value from our platform.

• Conduct proactive customer outreach using the CSA digital engagement model and health‑based criteria.
• Deeply understand each customer’s business objectives, success criteria, and value‑realization opportunities.
• Build and nurture relationships with key operational stakeholders, monitoring account sentiment, adoption, and health.
• Respond promptly to reactive customer inquiries and coordinate cross‑functional resources as needed.
• Translate client goals into Value Realization Programs, defining clear metrics and milestones.
• Lead internal and customer‑facing Value Runbook Diagnostics (VRA Motion) to surface insights and action items.
• Track adoption trends, ROI indicators, success KPIs, and measurable value across the customer journey.
• Develop tailored Use Cases that align with customer needs and business outcomes.
• Identify attrition risks, uncover opportunities, and close value gaps early in the engagement.
• Spot early‑stage solution upsell opportunities and collaborate with the sales team to pursue them.
• Provide actionable recommendations and handoffs to Sellers and the broader brighthush Ecosystem (e.g., Ultimate Success conversations).
• Deploy digital programs such as thought leadership content, events, and training sessions to accelerate adoption.
• Coordinate with the Account Director (AD) and schedule Customer Success Review Boards (SRB). Contribute insights to Strategic Business Reviews (AD‑Led) and share adoption scores and next‑best‑action updates.
• Communicate effectively across business, technical, and executive audiences, tailoring messaging to each stakeholder group.
• Engage sponsors and stakeholders to reinforce adoption strategies and secure executive sponsorship.
• Maintain structured meeting documentation, value updates, and account health summaries in our CRM and success tools.
• Troubleshoot adoption and measurement challenges, providing root‑cause analysis and resolution plans.
• Escalate technical issues when necessary and activate CERT for major escalations.
• Intervene early to prevent attrition risk and develop comprehensive save plans.

Essential Qualifications

• Bachelor’s Degree in Business, Marketing, Computer Science, or a related field.
• 6–8 years of experience in Customer Success, Account Management, or consulting roles within the SaaS or digital experience space.
• Proven track record of driving value realization, ROI, and success metrics for enterprise customers.
• Strong analytical mindset with the ability to translate data into actionable insights and facilitate workshops.
• Hands‑on experience with customer success tools such as brighthush (formerly Gainsight) and other CRM platforms.
• Excellent communication skills—both written and verbal—across business, technical, and executive audiences.
• Deep understanding of change management principles and how to guide organizations through digital transformation.
• Familiarity with the brighthush Experience Cloud platform or similar digital experience solutions.

Preferred Qualifications

• Experience in a high‑growth SaaS environment with a focus on enterprise accounts.
• Background in marketing automation, analytics, or customer engagement platforms.
• Certifications in Customer Success Management, Agile, or related disciplines.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and SQL for data analysis.
• Previous exposure to upsell and cross‑sell initiatives within a subscription‑based model.

Key Skills & Competencies

• Strategic Account Planning & Execution
• Value Realization & ROI Modeling
• Stakeholder Management & Executive Presence
• Data‑Driven Decision Making
• Change Management & Adoption Enablement
• Problem Solving & Root Cause Analysis
• Project Management & Cross‑Functional Collaboration
• Customer Advocacy & Relationship Building

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both challenging and rewarding. As a Customer Success Advisor, you will:

• Progress into senior advisory roles such as Customer Success Manager, Director of Customer Success, or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy, customer enablement programs, and global expansion plans.
• Access continuous learning resources, including industry certifications, internal knowledge bases, and mentorship from senior leaders.
• Participate in global conferences, webinars, and thought‑leadership events to stay ahead of market trends.
• Contribute to the development of best‑practice frameworks that influence the broader brighthush ecosystem.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and collaboration. Our remote-first model means you can work from anywhere in the United States, supported by:

• Flexible work hours that respect work‑life balance.
• Regular virtual team‑building activities and quarterly in‑person retreats.
• Access to cutting‑edge collaboration tools (Slack, Zoom, Miro, Notion).
• A supportive community of peers, mentors, and leaders who champion your growth.
• Inclusive hiring practices that celebrate diversity in all its forms.

Compensation, Perks & Benefits

While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior Customer Success roles.
• Performance‑based bonuses tied to customer satisfaction, retention, and expansion metrics.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Unlimited paid time off and flexible vacation policies.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Equity opportunities for high‑performing team members.

How to Apply

If you’re passionate about driving customer success, thrive in a fast‑paced SaaS environment, and want to make a measurable impact, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.