Remote Customer Success Manager – E‑Commerce Brand Protection & Enforcement – Drive Client Growth & Revenue at brighthush

About brighthush

brighthush is a fast‑moving, mission‑driven brand protection platform that empowers e‑commerce brands to safeguard their intellectual property, reputation, and revenue. Founded in 2024, we have quickly become the go‑to partner for retailers, marketplaces, and consumer goods companies looking to identify, remove, and prevent counterfeit, copycat, and unauthorized listings across the digital commerce ecosystem. With a lean, high‑impact team of 11‑50 professionals headquartered in New York City, we combine cutting‑edge technology, data science, and a relentless focus on customer success to deliver measurable results for our clients.

Our remote‑first culture means that every team member, regardless of location, has the autonomy, flexibility, and support to thrive. We celebrate diversity, encourage continuous learning, and reward innovation. At brighthush, you’ll work alongside passionate product engineers, data scientists, and enforcement specialists who are dedicated to protecting brands and building trust in the online marketplace.

Why This Role Matters

As a Remote Customer Success Manager, you will be the linchpin between our clients and the enforcement team. You’ll own the entire client lifecycle—from onboarding through renewal and expansion—ensuring that every brand we serve receives timely, actionable insights and tangible value. Your work will directly influence revenue outcomes, client satisfaction, and the overall success of our brand protection solutions.

Key Responsibilities

• Client Relationship Ownership: Serve as the primary point of contact for each account, managing the full lifecycle from onboarding, through regular check‑ins, to renewal and expansion.
• Enforcement Collaboration: Partner closely with the Enforcement Team Lead to understand how threats, takedowns, and resolutions are executed, tracked, and reported.
• Outcome‑Driven Communication: Translate complex enforcement data into clear, client‑ready updates, including dashboards, case summaries, and business reviews.
• Account Health Monitoring: Track account health metrics, open cases, and approval pipelines; flag urgent issues and champion their resolution.
• Churn Prevention: Identify renewal or cancellation risk early, and take proactive steps to mitigate churn and secure long‑term partnerships.
• Documentation & Feedback: Maintain accurate client context, update internal knowledge bases, and surface actionable feedback to improve processes and communication.
• Proactive Service: Respond to client inquiries with same‑day urgency, anticipate needs, and provide strategic guidance that aligns with their business objectives.

Essential Qualifications

• 5+ years of experience in customer success, account management, or a client‑facing role within a SaaS or technology environment.
• Proven ability to translate technical or operational work into clear, client‑ready updates that drive business outcomes.
• Highly organized with the capacity to manage a real caseload of accounts simultaneously without external follow‑up.
• Strong curiosity about the enforcement side of the business; a desire to dive deep beyond high‑level summaries.
• Comfortable owning revenue outcomes—renewal, expansion, and churn—as primary metrics, not just satisfaction scores.
• Track record of being fast, reliable, and responsive—zero tolerance for missed messages, slow replies, or going quiet on an account.

Preferred Qualifications

• Experience in brand protection, e‑commerce, or intellectual property enforcement.
• Background in data‑driven decision making, with proficiency in CRM and analytics tools (e.g., Salesforce, HubSpot, Tableau).
• Knowledge of marketplace policies (Amazon, eBay, Walmart, Shopify) and how they intersect with brand protection.
• Experience managing renewal and expansion cycles in a subscription‑based business.
• Strong written and verbal communication skills, with the ability to craft concise executive summaries.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align client goals with brighthush’s product roadmap.
• Analytical Acumen: Comfortable interpreting data, spotting trends, and translating insights into actionable recommendations.
• Relationship Building: Skilled at building trust with C‑level stakeholders and cross‑functional teams.
• Project Management: Adept at juggling multiple priorities, setting clear expectations, and delivering on commitments.
• Problem Solving: Quick to diagnose issues, propose solutions, and drive resolution in a fast‑paced environment.
• Adaptability: Thrives in a remote, evolving company where processes and priorities can shift rapidly.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Customer Success Manager, you will:

• Gain deep expertise in brand protection and intellectual property enforcement—an industry that is rapidly evolving and in high demand.
• Collaborate with product, engineering, and data science teams, giving you exposure to cross‑functional leadership and product strategy.
• Lead initiatives that shape the future of our customer success framework, influencing product features, onboarding flows, and support processes.
• Participate in continuous learning programs, including industry conferences, webinars, and internal knowledge‑sharing sessions.
• Advance into senior roles such as Senior Customer Success Manager, Director of Customer Success, or Head of Client Experience.

Work Environment & Culture at brighthush

Our remote‑first approach means you can work from anywhere in the United States, with flexible hours that accommodate your lifestyle. We provide:

• High‑speed internet stipend and ergonomic equipment allowance.
• Monthly virtual team gatherings, quarterly in‑person retreats, and a culture of open feedback.
• A collaborative environment where ideas are valued, and experimentation is encouraged.
• Access to cutting‑edge tools and platforms that streamline communication, project management, and data analysis.
• A commitment to work‑life balance, with generous paid time off and mental health resources.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for remote Customer Success Managers.
• Performance‑based bonuses tied to renewal, expansion, and client satisfaction metrics.
• Equity options that allow you to share in the company’s growth.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working hours.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you’re ready to join a high‑impact team that is redefining brand protection in e‑commerce, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Remote Customer Success Manager role at brighthush.

Join brighthush Today

At brighthush, we’re on a mission to protect brands and empower businesses to thrive in the digital marketplace. As a Remote Customer Success Manager, you’ll play a pivotal role in turning enforcement outcomes into tangible business value for our clients. If you’re passionate about customer success, data‑driven decision making, and making a real difference for brands worldwide, we encourage you to apply now and become part of our dynamic, remote‑first team.