Remote Customer Success Manager – Enterprise & Strategic Account Champion at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers businesses in the waste management and roll‑off rental sectors with intuitive, QuickBooks‑compatible solutions. Since our founding in 2017, we have grown to a vibrant team of 51‑200 professionals headquartered in Denver, Colorado, and we’re now expanding our footprint across the United States. Our mission is simple: help our customers thrive by turning complex operational challenges into seamless, data‑driven workflows. As we accelerate our growth, we’re looking for a passionate, data‑savvy Customer Success Manager who can become the trusted advisor for our enterprise and strategic accounts.

Why brighthush?

At brighthush, we blend cutting‑edge technology with a culture that values curiosity, collaboration, and continuous learning. We’re a remote‑first organization that believes the best ideas come from diverse perspectives, no matter where you’re located. Whether you’re in Denver, another U.S. city, or working from home, you’ll find a supportive environment that rewards initiative, celebrates wins, and encourages experimentation.

Key Responsibilities

As a Remote Customer Success Manager, you will be the primary point of contact for our high‑value enterprise and strategic customers. Your day‑to‑day activities will revolve around driving adoption, ensuring retention, and uncovering growth opportunities—all while leveraging data, AI, and cross‑functional collaboration to scale impact.

• Customer Partnership: Build deep relationships with key stakeholders, understand their business objectives, and translate those goals into actionable success plans that maximize product value.
• Renewal Ownership: Lead the entire renewal lifecycle for your book of business—from early risk identification to final contract signing—ensuring a smooth, proactive process that keeps churn at bay.
• Strategic Reviews: Conduct quarterly business reviews (QBRs) and executive business reviews (EBRs) with top accounts, aligning on metrics, showcasing ROI, and mapping out future initiatives.
• Data‑Driven Engagement: Utilize ChurnZero health scores, dashboards, and usage analytics to spot risk early, identify adoption gaps, and recommend targeted interventions.
• Insight Generation: Leverage Gong conversation intelligence to surface call trends, extract customer sentiment, and feed actionable insights back to product, sales, and marketing teams.
• AI & Automation: Harness tools like Claude, ChurnZero, Gong, and Slack to automate repetitive tasks, prepare meeting agendas, and surface critical information about your portfolio.
• Internal Advocacy: Serve as the customer’s voice within brighthush, collaborating with Implementation, Support, Product, Sales, and Marketing to ensure feedback loops are closed and solutions are delivered.
• Proactive Problem Solving: Anticipate challenges before they arise, propose pre‑emptive solutions, and keep customers ahead of operational hurdles.
• Growth Identification: Spot upsell and cross‑sell opportunities, partner with Sales to develop expansion plans, and help customers realize additional value from our platform.
• Process Scaling: Design and refine scalable processes that grow with our expanding customer base, sharing best practices across the Customer Success team.
• Advocacy & Loyalty: Drive customer satisfaction, loyalty, and advocacy, turning satisfied users into enthusiastic brighthush champions who refer new business.

Essential Qualifications

• 3–5 years of Customer Success experience at a growth‑stage SaaS company, ideally during a period of rapid scaling.
• Proven track record managing Enterprise or strategic accounts, owning renewals, and leading QBRs/EBRs.
• Strong project management skills with the ability to juggle multiple priorities and deliver on deadlines.
• Excellent written and verbal communication—capable of building trust with owners, operators, and C‑suite executives alike.
• Hands‑on experience with a modern CS tech stack, including:
  • CRM (e.g., Salesforce)
  • CS platform (e.g., ChurnZero, Gainsight)
  • Conversation intelligence (e.g., Gong)
  • Support tools (e.g., Pylon)
  • Internal communication (e.g., Slack)
• Self‑starter mentality combined with strong teamwork—able to work independently while collaborating across departments.
• Comfort with AI tools—already using them or eager to adopt them to increase efficiency and scale impact.
• Empathy and a genuine desire to help customers succeed and become brighthush champions.

Preferred Qualifications

• Experience in the waste management or roll‑off rental industry, or a related B2B SaaS vertical.
• Familiarity with financial software ecosystems such as QuickBooks.
• Knowledge of advanced analytics or data science concepts that can be applied to customer health scoring.
• Previous experience working in a remote‑first organization with distributed teams.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align customer goals with product roadmaps, and translate insights into action.
• Analytical Acumen: Comfortable interpreting dashboards, health scores, and usage patterns to drive decisions.
• Communication Excellence: Clear, concise, and persuasive communication across all levels.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Adaptability: Thrive in a fast‑paced, evolving environment and embrace new ideas and technologies.
• Collaboration: Work seamlessly with cross‑functional teams—Product, Sales, Marketing, Support, and Implementation—to deliver holistic solutions.

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 in Customer Success, Product, and Sales.
• Regular training on emerging AI tools, data analytics, and industry best practices.
• Opportunities to lead cross‑functional initiatives, such as product launches or customer advocacy programs.
• Clear career pathways to senior Customer Success roles, Director of Customer Success, or even VP of Customer Experience.
• Annual performance reviews that align personal goals with company objectives, ensuring you’re recognized and rewarded for your impact.

Work Environment & Culture at brighthush

Our culture is built on transparency, innovation, and a shared commitment to customer success. Key highlights include:

• Remote‑first flexibility with optional hybrid days in Denver, CO.
• Weekly virtual “coffee chats” and monthly all‑hands meetings to keep everyone connected.
• Open‑door leadership style—your voice matters, and we actively seek your feedback.
• Inclusive environment that celebrates diversity and encourages diverse perspectives.
• Regular hackathons and idea‑sharing sessions where you can experiment with new tools and processes.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, we offer a competitive package that includes:

• Base salary commensurate with market standards for remote Customer Success Managers.
• Performance‑based bonuses tied to renewal rates, upsell revenue, and customer satisfaction metrics.
• 14 company holidays plus unlimited paid time off (PTO) to support work‑life balance.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match to help you plan for the future.
• Fully equipped home office stipend—new computer, high‑speed internet, and ergonomic accessories.
• Access to a well‑stocked kitchen and virtual coffee breaks for remote teammates.
• Annual professional development stipend for courses, conferences, or certifications.

How to Apply

Ready to become a pivotal part of brighthush’s growth story? Submit your application through the link below and let’s explore how your expertise can help our customers—and our company—reach new heights.