Remote Customer Success Leadership Executive – Pooled Portfolio Management & High‑Volume Retention Specialist

About brighthush

brighthush is a trailblazer in the network operations sector, delivering AI‑driven, agentic solutions that keep the world’s most demanding enterprises connected, secure, and resilient. Our Intelligent Network Operations platform empowers organizations to automate, simplify, and scale the management of their critical network infrastructure, enabling digital transformation at a pace that matches the modern business environment.

What sets brighthush apart is not just our technology, but the culture we cultivate. We believe that great work thrives in an environment where every voice is heard, every contribution is valued, and every team member is empowered to own their impact. With a global footprint and a distributed workforce, we have built a workplace that prizes collaboration, integrity, and relentless innovation.

As we continue to grow, we’re looking for a visionary leader to helm our Pooled Customer Success team—a role that blends strategic oversight with hands‑on coaching, and that drives measurable value across a diverse portfolio of high‑volume accounts.

Role Overview

As the Remote Manager of Customer Success at brighthush, you will lead a dynamic team of 4 to 7 Customer Success Managers (CSMs) who collectively own a shared portfolio of enterprise customers. Your mandate is to build a high‑performing, scalable operation that delivers consistent, measurable value across many accounts without relying on one‑to‑one relationships. You will design repeatable playbooks, prioritize the right customers at the right moment, and hold the team to rigorous response and follow‑through standards that protect retention at scale.

In this role, you will be both an operator and a coach. You will build and continually refine the coverage system, develop CSMs who can diagnose quickly, create value in fewer touchpoints, and drive adoption that translates into tangible business outcomes.

Key Responsibilities

Team Leadership & Talent Development

• Lead, coach, and develop a team of 4 to 7 pooled CSMs, fostering a culture of accountability, collaboration, and continuous improvement.
• Strategically distribute workload, manage queue coverage, and balance capacity so every customer segment receives timely attention.
• Conduct regular portfolio reviews, renewal and risk assessments, and performance check‑ins to keep the team aligned and focused.
• Coach CSMs on rapid discovery, efficient customer conversations, and delivering value in fewer, higher‑quality interactions.
• Recruit, onboard, and nurture CSM talent suited to a fast‑moving, high‑volume environment.

Driving Measurable Customer Value at Scale

• Operationalize the Customer Value Framework through standardized plays, ensuring consistency across the portfolio.
• Guarantee that every customer receives defined lifecycle coverage—onboarding confirmation, adoption checkpoints, and structured pre‑renewal reviews.
• Establish clear value milestones and outcome criteria that apply uniformly across all accounts.
• Link product adoption to tangible business results in every customer interaction.
• Monitor portfolio health signals and direct team effort toward accounts where intervention can change the outcome.

Retention, Expansion & Growth Alignment

• Own retention performance for the pooled portfolio, including renewal readiness and early risk detection.
• Partner closely with Renewals and Sales leadership on renewal strategy and expansion routing.
• Ensure CSMs surface new use cases, stakeholders, and expansion signals, and hand them off cleanly.
• Influence retention strategy through data‑driven insights and repeatable risk mitigation plays.

Operational Excellence & Scalability

• Define and enforce the operating rhythm for the pool—coverage standards, response expectations, escalation paths, and handoff protocols.
• Maintain documentation discipline so that account context lives in the system, not in individual memory.
• Ensure CRM and CS tooling reflect accurate account health, engagement history, and renewal status.
• Use metrics such as coverage rate, time to first response, adoption, health scores, renewal rates, and expansion ARR to drive performance conversations.
• Identify automation and process improvements that increase capacity without adding headcount.

Cross‑Functional Leadership

• Serve as the voice of a large and diverse customer population internally while balancing business priorities.
• Partner with Support, Product, Professional Services, Renewals, and Sales to improve the customer journey for customers who do not have a dedicated resource.
• Surface systemic risks, adoption blockers, and product feedback trends to senior leadership, using the volume of the pool as an early warning system for the broader base.
• Contribute to strategic planning for the broader Customer Success organization.

Essential Qualifications

• 5+ years of experience in B2B SaaS, with a strong focus on Customer Success or account management.
• 3+ years in a Customer Success or account management role, and 2+ years managing or leading CSM teams.
• Demonstrated experience operating a pooled, shared, or scaled coverage model, or the ability to build one from the ground up.
• Deep understanding of renewal strategy, retention management, and risk identification at volume.
• Proven ability to design and improve repeatable plays, playbooks, and operating standards.
• Comfort managing through systems and data rather than through individual account relationships.
• Strong analytical mindset, with the ability to translate portfolio signals into prioritized team action.
• Leadership style grounded in transparency, ownership, and high standards.

Preferred Qualifications

• Experience in the network operations or cybersecurity industry.
• Background in building and scaling high‑volume Customer Success teams in a remote setting.
• Proficiency with CRM and CS tooling such as brighthush, brighthush, or similar platforms.
• Track record of driving adoption and expansion in a SaaS environment.
• Advanced data analysis skills, including proficiency with SQL, brighthush, or BI tools.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Process Design & Optimization
• Coaching & Talent Development
• Stakeholder Management
• Customer‑Centric Mindset
• Adaptability & Resilience
• Excellent Communication & Presentation Skills

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Manager of Customer Success, you will have access to a robust learning and development budget, mentorship from senior leaders, and the chance to shape the future of our Customer Success organization. You will be positioned to advance into senior leadership roles such as Director of Customer Success, Head of Customer Experience, or VP of Customer Success, depending on your career aspirations and performance.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, collaborative team. We champion flexibility, work‑life balance, and a results‑oriented approach. Our culture is built on trust, transparency, and a shared commitment to delivering value to our customers. You’ll find a supportive environment where ideas are welcomed, experimentation is encouraged, and success is celebrated.

Compensation & Benefits

We offer a competitive salary range of $125,000 – $155,000 USD per year, plus participation in a discretionary bonus plan. In addition, you will receive a comprehensive benefits package that includes:

• Medical, dental, and vision insurance
• Tax‑advantaged accounts (HSA, FSA)
• Annual Lifestyle Spending Account (LSA)
• 401(k) with company matching
• Paid parental leave, vacation, personal, and wellness days
• Annual learning and development budget
• Participation in our annual bonus program

All benefits are designed to support your health, well‑being, and professional growth.

How to Apply

Ready to lead a high‑impact Customer Success team at brighthush? Submit your application through our careers portal or send your resume and cover letter directly to [email protected]. We look forward to learning how your experience and vision align with our mission to transform network operations for the world’s most critical enterprises.

Closing

At brighthush, you’ll have the opportunity to shape the future of network operations, drive measurable value for our customers, and grow your career in a culture that values innovation, collaboration, and personal growth. If you are passionate about building scalable Customer Success operations and thrive in a remote, high‑energy environment, we encourage you to apply today and become a key contributor to our continued success.