Remote Customer Success Manager – Lead, Scale & Drive Expansion for brighthush AI SaaS in Real Estate & Construction

About brighthush

brighthush is a pioneering vertical AI company that transforms how real estate and construction professionals manage insurance compliance. Founded in 2017, we empower commercial real‑estate (CRE) and construction teams to reduce risk without slowing down operations. Our platform is expert‑verified, fast, and embedded directly into the workflows of the built world, ensuring that compliance is seamless, accurate, and actionable. With a growing team of 51‑200 talented professionals, we are headquartered in New York, New York, but operate with a fully remote‑first mindset that allows us to tap into the best talent across the United States.

Our mission is simple: make compliance effortless so that builders and landlords can focus on what they do best—creating and managing great spaces. We do this by combining cutting‑edge AI with deep industry expertise, delivering a SaaS solution that is both powerful and user‑friendly. As we continue to scale, we are building a high‑performance Customer Success organization that will be the backbone of our growth, ensuring that every customer not only stays but thrives.

Your Role

As the Remote Customer Success Manager at brighthush, you will be the catalyst for a culture of commercial ownership, accountability, and relentless customer focus. You will build, lead, and inspire a team of Customer Success Managers (CSMs) who will own the full customer lifecycle—from onboarding to expansion—while personally managing a portfolio of strategic accounts. Your influence will stretch across Sales, RevOps, Product, and Leadership, shaping the customer experience and driving revenue growth.

Key Responsibilities

• Team Leadership & Development – Recruit, coach, and elevate a high‑performing CSM team. Set clear expectations, conduct regular 1:1s, and run pipeline reviews. Foster a culture of commercial ownership, accountability, and continuous improvement.
• Customer Experience Excellence – Deliver a consistent, high‑quality experience across onboarding, adoption, and ongoing support. Partner with Implementation and Support to accelerate time‑to‑value and ensure customers achieve their desired outcomes.
• Revenue Ownership – Own team targets for expansion revenue, Net Revenue Retention (NRR), and Gross Revenue Retention (GRR). Build accurate renewal and expansion forecasts, and report performance to leadership.
• Expansion Strategy & Execution – Define and execute the team’s upsell and cross‑sell approach. Segment accounts, design growth plays, and set pipeline generation targets. Collaborate with Sales on handoffs, deal support, and closing larger expansion opportunities.
• Renewals & Retention – Oversee the full renewal motion across the book. Identify early churn risk, negotiate renewals, and close deals. Build systems to surface risk early and intervene before escalation.
• Strategic Account Management – Personally manage or co‑manage a select set of high‑value strategic accounts. Lead executive relationships, conduct business reviews, and drive high‑stakes renewal and expansion conversations.
• Process & Playbook Development – Build and refine frameworks that scale the team: account planning, QBR structure, health scoring, renewal playbooks, and expansion motions. Define KPIs and the tools/dashboards used to track them.
• Cross‑Functional Partnership – Partner with Sales and RevOps on packaging, pricing, compensation, and territory/book design. Bring customer insights to Product and Engineering to inform the roadmap. Collaborate with Marketing on customer advocacy and expansion campaigns.

Essential Qualifications

• 6–8+ years of experience in Customer Success, Account Management, or a related role within SaaS or technology, with at least 2+ years in a managerial capacity.
• Proven track record of owning and exceeding team targets for expansion revenue, NRR, and GRR.
• Experience building or scaling a Customer Success function in a high‑growth environment.
• Strong coaching ability and a high bar for talent development.
• Hands‑on operator who can manage strategic accounts and dive into key deals and renewals.
• Consultative selling and negotiation skills, with experience engaging senior and C‑level stakeholders.
• Executive presence, able to build trust internally and externally, and represent Customer Success to leadership.
• Data‑driven mindset: comfortable building forecasts, dashboards, and health‑scoring models.
• Experience partnering with Sales and RevOps on compensation plans, book design, and growth strategy.
• Proficiency with CRM and Customer Success tools (Salesforce, HubSpot, Gainsight, or similar).
• Familiarity with real estate, construction, insurance, or risk and compliance is strongly preferred.

Preferred Qualifications

• Experience in a B2B SaaS company that serves the built‑world or adjacent industries.
• Background in building customer success playbooks that scale with rapid growth.
• Track record of leading cross‑functional initiatives that drive product adoption and revenue.
• Experience with AI or data‑driven compliance solutions.
• Demonstrated ability to influence executive leadership and shape company strategy.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Leadership – Inspiring and motivating teams to achieve ambitious goals.
• Customer Obsession – Deep empathy for customer pain points and a relentless drive to solve them.
• Analytical Acumen – Turning data into insights that inform strategy and execution.
• Communication – Clear, concise, and persuasive communication across all levels.
• Collaboration – Working seamlessly with Sales, RevOps, Product, Engineering, and Marketing.
• Adaptability – Thriving in a fast‑paced, evolving environment.
• Execution – Delivering results on time and within budget.

Career Growth & Learning

At brighthush, we believe that your growth is our success. As a Customer Success Manager, you will:

• Progress to a Director or VP of Customer Success role as we expand our customer base.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in leadership development programs, mentorship, and executive coaching.
• Attend industry conferences, webinars, and training sessions to stay ahead of market trends.
• Contribute to thought leadership pieces, whitepapers, and case studies that showcase our impact.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and empowerment. Our culture is defined by:

• Remote‑First Flexibility – Work from anywhere in the U.S. with a hybrid option for those who prefer an office environment.
• High Performance – We set ambitious goals and celebrate when we achieve them.
• Continuous Learning – Access to learning resources, certifications, and a culture of knowledge sharing.
• Inclusive & Diverse – We value diverse perspectives and foster an inclusive workplace.
• Customer‑Centric – Every decision is driven by the goal of delivering exceptional value to our customers.
• Collaborative Spirit – Cross‑functional teams work together to solve complex problems.
• Recognition & Rewards – We celebrate wins, both big and small, and recognize contributions publicly.

Compensation & Benefits

While the exact figures may vary based on experience and performance, you can expect:

• Competitive base salary aligned with market standards for remote Customer Success leaders.
• Variable compensation tied to team expansion and retention performance, ensuring you share in the company’s success.
• Equity in brighthush, giving you a stake in the company’s long‑term growth.
• Health, dental, and vision insurance for you and your dependents.
• Flexible paid time off and a generous holiday schedule.
• Professional development stipend and access to industry conferences.
• Remote work stipend to support your home office setup.
• Hybrid office access: work in our New York office three days a week if you choose.
• Opportunity to work remotely from anywhere in the U.S. for two months a year (August + four weeks of your choosing).

How to Apply

If you are a seasoned Customer Success leader who thrives in a high‑growth, AI‑driven environment and is passionate about transforming the built world, we want to hear from you. Bring your expertise, your drive, and your vision for scaling customer success at brighthush.

Ready to join a company that is redefining compliance for real estate and construction? Apply now and help us build the future of customer success.