Remote Customer Success Manager – Enterprise Network Automation & AI Ops – Global & Boston

About brighthush

brighthush is a trailblazer in the world of network automation, delivering an AI‑powered NetOps platform that empowers enterprise network teams to work hand‑in‑hand with intelligent agents. Founded in 2004, brighthush has grown to a vibrant community of 501‑1,000 employees, headquartered in Burlington, Massachusetts, and serving customers across the globe. Our mission is simple yet ambitious: to transform network operations into a seamless, intent‑based, and highly automated experience where human expertise and machine intelligence collaborate to deliver real business value.

Role Overview

As a Remote Customer Success Manager at brighthush, you will be the linchpin of our post‑sale customer journey. You will own the entire lifecycle of enterprise accounts—from onboarding and adoption to renewal and expansion—ensuring that each customer realizes measurable ROI from our platform. Your strategic influence will shape the long‑term success of our clients and, by extension, the growth trajectory of brighthush.

Key Responsibilities

• Full Ownership of Enterprise Accounts – Serve as the primary post‑sale contact for a portfolio of high‑value enterprise customers, building deep, trust‑based relationships across IT Operations, Network Engineering, and executive leadership.
• Renewal Leadership – Own every renewal cycle, from 12‑month strategic planning to final contract signature. Drive Gross Revenue Retention (GRR) ≥ 90% and Net Revenue Retention (NRR) ≥ 105% through meticulous planning and execution.
• Stakeholder Mapping – Create and maintain multi‑threaded stakeholder maps, identifying key decision makers, influencers, and champions within each organization.
• Regular Business Reviews – Conduct monthly check‑ins, semi‑annual Quarterly Business Reviews (QBRs), and annual Executive Business Reviews (EBRs) to align on goals, progress, and future opportunities.
• Escalation Management – Act as the primary escalation point for all customer issues, ensuring rapid resolution and maintaining a high level of customer satisfaction.
• Success Metrics Definition – Define customer‑specific success metrics at contract inception and track them throughout the lifecycle, translating data into actionable insights.
• Product Health Monitoring – Use adoption dashboards to monitor product health, proactively addressing low‑utilization signals and driving engagement.
• Data‑Driven QBR Materials – Deliver compelling, data‑rich QBR presentations that demonstrate ROI against the customer’s stated business outcomes.
• Renewal Pipeline Management – Open and manage renewal opportunities in Salesforce 12 months before contract end, maintaining forecast accuracy within ±5% of final ARR.
• End‑to‑End Renewal Process – Lead the renewal timeline: health assessment (9 mo), executive alignment (6 mo), proposal (4 mo), negotiation & legal coordination (2 mo), and close (30 days out).
• Risk Escalation – Escalate at‑risk accounts (churn probability > 50%) to the VP of Customer Success within 24 hours, collaborating on a joint recovery plan.
• Upsell & Expansion – Identify and qualify upsell opportunities across brighthush modules, user seats, and new use cases, maintaining an expansion pipeline at ≥ 3× quarterly quota coverage.
• Collaboration with Sales – Partner with Account Executives on joint proposals and Proof‑of‑Concept (POC) planning for new module evaluations.
• Product Feedback Loop – Submit customer feature requests through product feedback channels and communicate roadmap updates during QBRs.
• Advocacy & Thought Leadership – Nominate satisfied customers for case studies, reference programs, and advisory board participation.
• CRM Excellence – Log all customer activity in Salesforce within 24 hours and maintain a renewal health scorecard at each milestone.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related B2B enterprise software role.
• Proven ownership of renewal cycles, including negotiation, legal coordination, and ARR accountability.
• Experience managing a portfolio of complex enterprise accounts with multiple stakeholders.
• Strong executive presence and comfort presenting QBRs and EBRs to VP/C‑level stakeholders.
• Proficiency with Salesforce CRM for pipeline management, activity logging, and forecasting.
• Ability to interpret product usage and adoption data, translating insights into customer‑facing narratives.
• Excellent written and verbal communication skills, with strong follow‑through and organizational habits.
• Background in network management, IT operations, or infrastructure software (network automation, observability, or adjacent categories).
• Familiarity with Gainsight or a comparable CS platform.
• Experience coordinating with Legal and Finance on contract negotiations and renewal terms.
• Track record of GRR ≥ 90% and NRR ≥ 105% over multiple fiscal years.

Preferred Qualifications

• Experience in a high‑growth SaaS environment with a focus on enterprise networking solutions.
• Knowledge of AI‑driven operational tools and intent‑based automation.
• Demonstrated success in building multi‑threaded relationships across technical and business stakeholders simultaneously.
• Experience with advanced analytics tools (e.g., Tableau, Power BI) for customer health dashboards.
• Prior exposure to global enterprise customers and cross‑regional account management.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Data‑Driven Decision Making – Comfortable working with metrics, dashboards, and data to drive customer outcomes.
• Relationship Building – Skilled at nurturing long‑term relationships with technical and executive stakeholders.
• Project Management – Strong organizational skills to manage multiple accounts and renewal timelines simultaneously.
• Communication – Clear, concise, and persuasive communication across all levels of an organization.
• Problem Solving – Proactive in identifying issues and crafting creative solutions that benefit both the customer and brighthush.
• Adaptability – Thrives in a fast‑paced, evolving environment where priorities can shift quickly.

Career Growth & Learning Opportunities

• Pathway to Senior Customer Success Leadership roles, including Director or VP of Customer Success.
• Access to continuous learning programs: industry certifications, leadership workshops, and technical training on AI and network automation.
• Mentorship from senior leaders and cross‑functional teams, fostering a culture of knowledge sharing.
• Opportunity to influence product strategy through direct customer feedback loops.
• Participation in global initiatives, conferences, and industry panels representing brighthush.

Work Environment & Company Culture

• Fully remote role with flexible working hours, allowing you to balance personal and professional commitments.
• Inclusive, collaborative culture that values diverse perspectives and encourages innovation.
• Transparent communication from leadership, with regular all‑hands meetings and open forums.
• Commitment to work‑life balance, including generous paid time off, mental health resources, and wellness programs.
• Community engagement initiatives, such as volunteer days and sustainability projects.
• Regular virtual team‑building events, hackathons, and learning sessions to keep the team connected.

Compensation & Benefits

• Competitive base salary commensurate with experience and market benchmarks.
• Performance‑based annual bonus tied to individual and company metrics.
• Equity or stock‑option program to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Unlimited paid time off (PTO) policy to support rest and rejuvenation.
• Professional development budget for conferences, courses, and certifications.
• Wellness stipend covering gym memberships, meditation apps, or home office upgrades.
• Employee assistance program (EAP) for mental health and counseling services.

How to Apply

Ready to take the next step in your career and help shape the future of network automation? Click the link below to submit your application and join the brighthush team. We look forward to exploring how your expertise can drive success for our customers and our organization.