Remote Customer Success Manager – Driving Adoption, Retention, and Growth for a Cutting‑Edge Peer‑to‑Peer Messaging Platform

About brighthush

brighthush is a forward‑thinking SaaS company that empowers organizations to connect with their audiences through the most effective messaging channels. Founded in 2014, brighthush has grown from a small, agile team into a dynamic, high‑growth technology partner that serves a diverse portfolio of clients—from nonprofits and advocacy groups to political campaigns and labor organizations. Our mission is simple: help our customers communicate with clarity, speed, and impact, no matter the medium.

As a fully remote, USA‑based team, we celebrate flexibility, collaboration, and a culture that values curiosity, ownership, and continuous learning. Our people are the heart of brighthush, and we invest heavily in their professional development, well‑being, and career progression. If you thrive in a fast‑paced, high‑growth environment and want to make a tangible difference for our customers, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: You’ll be the primary advocate for our customers, shaping their experience and driving the success of a platform that transforms how organizations communicate.
• Remote Flexibility: Work from anywhere in the United States—no commute, no office walls, just a reliable internet connection and a collaborative team.
• Growth Opportunities: As a key member of the Customer Success team, you’ll have a clear path to leadership roles, cross‑functional projects, and the chance to influence product strategy.
• Competitive Compensation: We offer a base salary that reflects your experience, complemented by performance bonuses, equity, and a comprehensive benefits package.
• Culture of Excellence: Our culture is built on trust, transparency, and a shared commitment to delivering value to our customers and each other.

Key Responsibilities

As a Remote Customer Success Manager at brighthush, you will own a portfolio of high‑value accounts and guide them through every stage of the customer lifecycle—from onboarding to renewal and expansion. Your day‑to‑day activities will include:

• Lead the onboarding and implementation process, ensuring customers achieve quick wins and realize value within the first 90 days.
• Build and nurture relationships with key stakeholders, understanding their business goals, pain points, and success metrics.
• Drive product adoption by coaching customers on best practices, new features, and advanced use cases that unlock additional value.
• Proactively monitor customer health scores, engagement metrics, and usage patterns to identify risks and opportunities.
• Collaborate with Sales, Product, Engineering, and Support to address issues, gather feedback, and champion customer needs.
• Manage renewal conversations, negotiate contract terms, and secure upsell or cross‑sell opportunities aligned with customer objectives.
• Maintain accurate and up‑to‑date customer information, activity logs, and account plans in our CRM and customer success platform.
• Serve as the voice of the customer within brighthush, translating insights into actionable product and service improvements.
• Participate in quarterly business reviews, providing data‑driven insights and strategic recommendations.
• Mentor junior team members and share best practices to elevate the overall performance of the Customer Success organization.

Essential Qualifications

We’re looking for a seasoned professional who brings a blend of strategic thinking, operational excellence, and genuine customer empathy. The ideal candidate will have:

• 3+ years of experience in Customer Success, Account Management, or a related customer‑facing role within a SaaS or technology company.
• Proven track record of managing a portfolio of customers, driving adoption, and achieving high renewal rates.
• Strong analytical skills, with the ability to interpret customer data, health scores, and usage metrics to inform proactive outreach.
• Excellent communication and presentation abilities, capable of engaging both technical and non‑technical audiences.
• Demonstrated problem‑solving aptitude, navigating complex customer challenges with sound judgment and creativity.
• Experience collaborating cross‑functionally with Sales, Product, Support, and Engineering teams.
• Self‑stimulation and ownership mindset—taking initiative, following through on commitments, and driving results in a fully remote environment.
• Authorization to work in the United States without requiring visa sponsorship.

Preferred Qualifications

While not mandatory, the following experiences will set you apart:

• Background in a startup or high‑growth technology environment, where agility and rapid iteration are the norm.
• Experience with messaging, communications, or other SaaS platforms that facilitate customer engagement.
• Prior work with clients in politics, advocacy, associations, nonprofits, or labor organizations—understanding their unique communication needs.
• Hands‑on experience managing renewals and identifying expansion opportunities within existing accounts.
• Familiarity with customer success tools such as Gainsight, Totango, or similar platforms.
• Knowledge of data analytics tools (e.g., SQL, Tableau) to derive actionable insights from customer usage data.

Skills & Competencies

Success at brighthush requires a blend of soft and hard skills. You’ll need to:

• Exhibit strong empathy and active listening, building trust with customers and internal stakeholders alike.
• Showcase strategic thinking—translating customer goals into actionable plans that align with brighthush’s product roadmap.
• Demonstrate resilience and adaptability, thriving in a fast‑paced, evolving environment.
• Maintain meticulous organization, ensuring all customer interactions and data are accurately recorded.
• Balance advocacy for the customer with business priorities, making data‑driven decisions that benefit both parties.
• Communicate clearly and persuasively, both in writing and verbally, across all levels of the organization.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Success Manager, you’ll have access to:

• Structured mentorship programs with senior leaders across Customer Success, Product, and Sales.
• Regular training sessions on product updates, industry trends, and advanced customer success methodologies.
• Opportunities to lead cross‑functional projects, influencing product development and go‑to‑market strategies.
• A clear career ladder that can lead to roles such as Senior Customer Success Manager, Director of Customer Success, or VP of Customer Experience.
• Conferences, workshops, and certifications—whether in customer success, data analytics, or industry‑specific knowledge.

Work Environment & Culture

Our remote culture is built on trust, transparency, and collaboration. You’ll experience:

• Weekly virtual team huddles to share wins, challenges, and best practices.
• Quarterly all‑hands meetings where leadership shares company vision, metrics, and future plans.
• Annual virtual retreats that combine learning sessions with team‑building activities.
• A culture that encourages experimentation, learning from failure, and celebrating successes.
• Open communication channels—Slack, Teams, and email—ensuring you’re never isolated.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Quarterly performance bonuses tied to customer satisfaction, renewal rates, and expansion metrics.
• Annual bonuses reflecting company performance and individual contributions.
• 401(k) plan with company match to support your long‑term financial goals.
• Comprehensive health, dental, and vision coverage for you and your family.
• Unlimited flexible time off—trust us to manage your workload and take the time you need.
• Professional development stipend for courses, certifications, or conferences.
• Access to a robust employee wellness program, including mental health resources and virtual fitness classes.

How to Apply

Ready to make a real impact and grow your career with brighthush? Submit your application through our careers portal or click the link below. We’re excited to learn how your experience and passion align with our mission.

Apply to this Remote Customer Success Manager position at brighthush

Join brighthush Today

At brighthush, you’ll be part of a team that values innovation, customer obsession, and continuous improvement. If you’re a proactive, customer‑centric professional who thrives in a remote, high‑growth environment, we want to hear from you. Bring your expertise, curiosity, and drive for excellence, and help us empower organizations worldwide to communicate with purpose and impact.