Remote Customer Success Manager – Driving B2B SaaS Adoption, Retention, and Growth at brighthush

About brighthush

At brighthush, we’re redefining the way businesses harness the power of digital technology to accelerate growth and innovation. Founded in 2022, brighthush has quickly become a trusted partner for forward‑thinking enterprises looking to unlock the full potential of their SaaS platforms. With a dynamic team of 51–200 professionals spread across the United States, we thrive on collaboration, agility, and a relentless focus on delivering measurable value to our customers.

Why Join brighthush?

Working at brighthush means you’ll be part of a mission‑driven culture that values creativity, data‑driven decision making, and continuous learning. We empower our employees to take ownership of their work, experiment with new ideas, and see the direct impact of their contributions on our customers’ success. Whether you’re a seasoned professional or an ambitious early‑career talent, you’ll find a supportive environment that nurtures growth, offers meaningful challenges, and rewards excellence.

Position Overview

We’re looking for a highly motivated Remote Customer Success Manager to lead the end‑to‑end customer journey for our B2B SaaS portfolio. In this role, you’ll partner with sales, product, and engineering teams to ensure our customers achieve their desired outcomes, drive adoption, and realize tangible ROI from our platform. Your success will be measured by customer health, renewal rates, expansion revenue, and the overall satisfaction of the accounts you manage.

Key Responsibilities

• Portfolio Ownership: Manage a diversified book of B2B customers, ensuring each client receives personalized attention throughout the entire post‑sale lifecycle.
• Onboarding Champion: Guide new customers from contract signing to full product adoption, setting clear milestones and ensuring a smooth transition into daily operations.
• Adoption & Engagement: Drive early usage milestones, targeting at least 30% of contracted usage within the first 30 days, and continue to deepen engagement through targeted initiatives.
• Health Monitoring: Use data analytics to track customer health scores, identify churn signals, and proactively intervene to mitigate risk.
• Retention & Renewal: Own renewal negotiations, ensuring high renewal rates and identifying upsell opportunities in collaboration with Sales.
• Relationship Building: Establish strong, trust‑based relationships with key stakeholders, understanding their business goals, workflows, and pain points.
• Cross‑Functional Collaboration: Partner with Sales to align expectations, with Product to surface feedback, and with Engineering to resolve technical issues.
• Process Improvement: Contribute to the development of playbooks, automation, and reporting tools that scale the Customer Success function.
• Data Stewardship: Maintain accurate, up‑to‑date records of customer health, onboarding status, adoption metrics, and renewal outcomes in our CRM and analytics platforms.

Essential Qualifications

• Minimum of 2 years of experience in Customer Success, Account Management, or a related post‑sale SaaS role.
• Proven track record managing a meaningful portfolio of B2B customers with measurable impact on retention and adoption.
• Deep understanding of SaaS onboarding, product adoption frameworks, renewal cycles, churn prevention, and customer health metrics.
• Strong analytical mindset: comfortable interpreting usage data, engagement signals, and financial metrics to inform action plans.
• Excellent communication skills, both written and verbal, with the ability to conduct candid conversations with customers at all levels.
• Self‑starter who can juggle multiple priorities without heavy supervision, thriving in a fast‑paced environment.
• Experience working cross‑functionally with Sales, Product, and Engineering teams.

Preferred Qualifications

• Experience in a startup or high‑growth environment where processes evolve rapidly.
• Background in technology sectors such as solar, roofing, construction, or adjacent industries (helpful but not required).
• Familiarity with customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM systems (e.g., Salesforce, HubSpot).
• Data visualization skills using tools like Tableau, Looker, or Power BI.
• Knowledge of customer success metrics such as NPS, CSAT, CES, and churn rate.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping clients succeed and a genuine curiosity about their business challenges.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day tasks.
• Problem‑Solving: Quick to diagnose issues, propose solutions, and collaborate with technical teams.
• Influence & Negotiation: Skilled at building consensus and negotiating renewal terms that benefit both parties.
• Adaptability: Comfortable with ambiguity and able to pivot as priorities shift.
• Data‑Driven Decision Making: Leverages metrics to guide actions and measure success.

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.
• Regular training on the latest SaaS trends, customer success methodologies, and product updates.
• Opportunities to lead cross‑functional projects, such as product roadmap initiatives or customer advocacy programs.
• Clear career pathways to senior Customer Success roles, Customer Success Director, or even product management positions.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the United States while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Collaborative tools like Slack, Zoom, and Notion.
• Flexible work hours that respect work‑life balance.
• A culture of transparency, psychological safety, and continuous feedback.

Compensation & Benefits

We offer a competitive total compensation package that includes:

• Base salary commensurate with experience.
• Variable compensation with a target total of approximately $120,000 annually.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible holidays.
• Professional development stipend and conference reimbursement.
• Equity opportunities for eligible employees.

How to Apply

If you’re ready to take ownership of customer success, drive measurable growth, and thrive in a fast‑moving, remote environment, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Let’s build the future of SaaS success together!