Remote Customer Success Manager – Client Relationship & Retention Specialist Driving Growth at brighthush

About brighthush

brighthush is a trailblazing leader in the nutrition and wellness industry, delivering personalized, home‑delivered meal solutions that empower individuals to achieve their health goals. Since our founding in 1999, we have grown to serve thousands of families across the United States, earning a reputation for culinary excellence, nutritional science, and exceptional customer care. Our mission is simple yet powerful: to make healthy eating accessible, convenient, and enjoyable for everyone.

At brighthush, we believe that the heart of our success lies in the relationships we build with our clients. Our Customer Success team is the bridge between our innovative products and the families who rely on them. If you thrive in a fast‑moving, customer‑centric environment and want to make a tangible impact on people’s lives, we invite you to join our remote, high‑energy team.

Why This Role Matters

As a Remote Customer Success Manager, you will be the primary advocate for our clients throughout their entire journey with brighthush. From onboarding to ongoing support, you will ensure that every customer feels heard, valued, and empowered to reach their health objectives. Your work will directly influence customer satisfaction, retention, and the overall growth of our business.

Key Responsibilities

• Build and nurture long‑term relationships with a portfolio of high‑value clients, becoming their trusted advisor and go‑to resource.
• Serve as the single point of contact for assigned accounts, coordinating all touchpoints and ensuring seamless communication.
• Conduct regular operational check‑ins and business process reviews, identifying opportunities for improvement and aligning our solutions with client goals.
• Drive escalated issues to resolution by collaborating with cross‑functional teams (sales, operations, implementation, product) and ensuring timely, effective outcomes.
• Deeply understand customer goals, challenges, and operational needs through data analysis, feedback loops, and proactive engagement.
• Monitor customer health metrics (NPS, churn risk, usage patterns) and proactively address risks before they become problems.
• Identify upsell and cross‑sell opportunities that add value to the client and support brighthush’s revenue goals.
• Reduce churn by implementing proactive engagement strategies, personalized support plans, and continuous value delivery.
• Manage implementation of new and incremental services for aligned clients, ensuring smooth transitions and adoption.
• Facilitate smooth handoffs to ongoing support teams, documenting all relevant information and ensuring continuity.
• Educate customers on best practices and operational workflows, providing training, resources, and guidance.
• Act as an escalation point for customer concerns, championing their needs and driving process improvements.
• Collaborate internally to resolve challenges quickly, analyze root causes, and implement corrective actions.
• Advocate internally for customer needs, influencing product roadmap and service enhancements.
• Maintain accurate records in our CRM (Salesforce, HubSpot, or equivalent), capturing all engagement activity and insights.
• Track and report on success metrics, risks, and opportunities, presenting findings to senior leadership.
• Prepare executive summaries and status updates for key stakeholders.
• Participate in occasional travel for client meetings or company events, ensuring a personal touch when needed.

Essential Qualifications

• 3+ years of experience in Customer Success, Account Management, or Client Services within a SaaS, technology, or service‑based environment.
• Proven track record of building strong client relationships and driving retention.
• Exceptional communication, presentation, and interpersonal skills.
• Strong organizational and project management abilities, with the capacity to juggle multiple priorities.
• Proficiency in CRM platforms such as Salesforce or HubSpot, with a data‑driven mindset.
• Advanced problem‑solving skills, including root‑cause analysis and conflict resolution.
• Strategic thinking, adaptability, and resilience in a fast‑paced setting.
• Experience in the healthcare, nutrition, or technology sectors is highly desirable.
• Knowledge of customer success KPIs (NPS, CSAT, churn, renewal rates) and proven retention strategies.
• Experience supporting enterprise or high‑value clients, with a consultative approach.
• Bachelor’s degree in Business, Communications, Healthcare Administration, Marketing, or a related field (or equivalent experience).

Preferred Qualifications

• Experience with subscription‑based business models and recurring revenue management.
• Background in nutrition science or food service operations.
• Familiarity with data analytics tools (e.g., Tableau, Power BI) for customer insights.
• Multilingual capabilities to serve a diverse client base.
• Leadership experience mentoring junior team members or leading cross‑functional projects.

Core Skills & Competencies

• Customer‑First Mindset – Always prioritizing the client’s success and satisfaction.
• Strategic Vision – Aligning customer goals with brighthush’s product roadmap.
• Analytical Acumen – Turning data into actionable insights.
• Collaboration & Influence – Working effectively across departments to solve problems.
• Communication Excellence – Clear, concise, and persuasive in both written and verbal formats.
• Adaptability & Resilience – Thriving in a dynamic, evolving environment.
• Project Management – Delivering on time and within scope.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Customer Success Manager, you will:

• Progress to senior Customer Success roles, such as Senior Manager or Director, overseeing larger portfolios and teams.
• Transition into product management or strategy positions, leveraging your deep customer insights.
• Participate in leadership development programs, mentorship, and cross‑functional projects.
• Access to continuous learning resources, including industry conferences, certifications, and internal knowledge bases.
• Be part of a culture that rewards innovation, initiative, and impact.

Work Environment & Culture at brighthush

Our remote-first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative team. We value:

• Flexibility – Flexible hours to accommodate your personal and professional life.
• Inclusivity – A diverse workforce that celebrates different perspectives.
• Transparency – Open communication from leadership and a clear vision for the future.
• Well‑being – Programs that support mental, physical, and financial health.
• Community – Regular virtual team events, hackathons, and wellness challenges.

Compensation & Benefits

While specific figures may vary, we offer a competitive base salary aligned with industry standards for remote Customer Success Managers in the U.S. In addition, you will receive:

• Performance‑based bonus potential (up to 10% of base salary).
• Paid time off (PTO) and paid holidays.
• Flexible holiday of choice.
• 401(k) plan with company match.
• Comprehensive health, dental, and vision insurance.
• Life insurance and short‑term disability coverage.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) for health and dependent care.
• Maternity/paternity leave and family‑friendly policies.
• Company‑paid travel to our headquarters in Ankeny, IA for orientation and occasional events.
• Remote work setup stipend to help you create an optimal home office.

How to Apply

Ready to make a difference in people’s lives while advancing your career? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can help brighthush continue to thrive and innovate.

Apply now and join a team that is as passionate about nutrition as it is about customer success.