Remote Customer Success Manager – Enterprise & Mid‑Market Strategic Partnerships, Retention & Revenue Growth Specialist

About brighthush

brighthush is a trailblazing technology partner that empowers businesses and agencies to build, host, and scale digital experiences with unmatched speed, security, and reliability. Since our founding, we have grown into a global community of over 5,000 employees, delivering cloud‑native solutions that help our clients thrive in an ever‑evolving digital landscape. Our mission is simple: to give creators the freedom to innovate and the confidence to succeed. Whether you’re a small startup or a Fortune 500 enterprise, brighthush provides the tools, expertise, and support you need to turn ideas into impact.

Why Join brighthush?

At brighthush, we believe that people are the heart of everything we do. We foster a culture of collaboration, curiosity, and continuous learning. Our remote‑first environment means you can work from anywhere in the United States while staying connected to a vibrant, global team. We invest heavily in your professional growth, offering access to industry‑leading training, mentorship programs, and a career‑growth portal that maps clear pathways to leadership roles.

Role Overview

As a Remote Customer Success Manager at brighthush, you will be the trusted advisor for our high‑value Enterprise and Mid‑Market accounts. You will own the full customer lifecycle—from onboarding to renewal—ensuring that our clients achieve their business objectives and realize maximum value from our platform. Your strategic partnership with customers, coupled with your ability to coordinate cross‑functional teams, will directly impact our retention, expansion, and revenue growth.

Key Responsibilities

• Executive‑Level Partnership Building: Cultivate and maintain strong relationships with C‑suite executives and key decision‑makers across your portfolio.
• Central Point of Contact: Serve as the single source of truth for all customer interactions, ensuring seamless communication between clients and internal teams such as Sales, Marketing, Product, and Support.
• Proactive Customer Advocacy: Anticipate customer needs, identify challenges, and surface opportunities for upsell and cross‑sell, positioning yourself as a trusted advisor.
• Strategic Account Planning: Develop and execute comprehensive account plans that align short‑term objectives with long‑term growth goals.
• Data‑Driven Insight: Analyze customer usage patterns, industry trends, and competitive dynamics to uncover expansion opportunities.
• Proposal & Business Review Leadership: Lead the creation and presentation of proposals, business reviews, and innovative solutions that demonstrate clear ROI.
• Churn Prevention: Monitor portfolio accounts for adoption signals, low activity, or unresolved issues, and intervene proactively to mitigate churn risk.
• Regular Check‑Ins: Conduct scheduled business reviews to assess progress against client goals and ensure continuous value delivery.
• CRM & Documentation: Accurately record all customer interactions, issues, and strategic discussions in our CRM and Customer Success platform.
• Retention & Renewal Ownership: Own the full retention and renewal lifecycle for Enterprise & Mid‑Market accounts, driving annual and long‑term agreements that exceed gross retention targets.
• Contract Negotiation: Develop renewal strategies, negotiate terms, and manage contract administration to maximize customer lifetime value.
• Expansion Identification: Continuously discover and qualify upsell/cross‑sell opportunities through deep customer discovery and strategic alignment.
• Sales Collaboration: Partner directly with the Account Management/Sales team to scope, present, and close new business within existing accounts.
• Price Increase Management: Effectively communicate and manage price adjustments during renewal cycles to meet or exceed net retention targets.
• Issue Escalation & Resolution: Triage complex technical or business questions, coordinate with Technical Support & TAM teams, and own the final resolution communication to the customer.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, or a related field.
• Minimum of 5 years of proven experience in Customer Success, Account Management, or a related role, with a track record of meeting or exceeding revenue and growth targets.
• Demonstrated ability to build and sustain long‑lasting partnerships with high‑level customers.
• Exceptional communication, presentation, and negotiation skills.
• Strong business acumen and deep understanding of customer industries, challenges, and goals.
• Excellent organizational and time‑management skills, capable of juggling multiple projects and accounts simultaneously.
• Proficiency with CRM platforms such as Salesforce or Gainsight.
• Self‑motivated, able to work independently while thriving in a fast‑paced, dynamic environment.

Preferred Qualifications

• Experience in the SaaS or cloud‑hosting industry, particularly with web‑platform or content‑management solutions.
• Knowledge of WordPress or similar content‑management ecosystems (replaced with brighthush’s platform).
• Experience managing Enterprise‑level accounts with ARR exceeding $1M.
• Certifications in Customer Success Management (CSM) or related fields.
• Fluency in data analysis tools (e.g., Excel, Tableau) to derive actionable insights.

Core Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Relationship Management
• Data‑Driven Decision Making
• Negotiation & Influence
• Project Management
• Cross‑Functional Collaboration
• Adaptability & Resilience
• Technical Curiosity

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. We provide:

• Access to a curated library of LinkedIn Learning and Workday courses covering leadership, technology, and industry trends.
• A dedicated Career Growth Portal that maps potential career paths from Customer Success Manager to Director of Customer Success, VP of Customer Experience, or even Chief Customer Officer.
• Mentorship programs pairing you with senior leaders who guide your professional development.
• Quarterly “Innovation Labs” where you can experiment with new tools, processes, and customer engagement strategies.
• Annual performance reviews that focus on growth, skill acquisition, and goal alignment.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere in the United States while staying connected to a global team of passionate professionals. We celebrate diversity, encourage open communication, and prioritize work‑life balance. Our virtual “watercooler” sessions, hackathons, and wellness days foster camaraderie and creativity across time zones.

Compensation, Perks, and Benefits

While specific salary ranges are confidential, we offer a competitive base salary commensurate with experience, coupled with a performance‑based bonus structure that rewards your impact on retention and expansion.

• Company stock options – every employee becomes an owner.
• Comprehensive medical, dental, vision, and life insurance plans.
• HSA company contribution.
• IVF/fertility drug coverage.
• Paid family and caregiver leave.
• 401(k) with a 4% match.
• Disability insurance.
• Generous vacation time.
• 4 company wellness days per year.
• 1 floating holiday.
• One‑time $500 home‑office setup stipend.
• Free subscription to Calm.
• Employee Assistance Program.
• Pet insurance options.
• Ongoing education through LinkedIn Learning and Workday Learning.
• Career Growth Portal.
• Work‑from‑home flexibility across all U.S. states.

How to Apply

If you are a strategic thinker, a relationship builder, and a results‑driven professional ready to make a tangible impact on our customers’ success, we want to hear from you. Join brighthush and help shape the future of digital experiences.