Remote Customer Success Manager – Pooled Portfolio Leadership & Strategic Growth at brighthush

About brighthush

brighthush is at the forefront of Intelligent Network Operations, delivering AI‑driven, agentic solutions that empower enterprises to manage, secure, and optimize their networks at scale. Our platform is the invisible backbone that keeps digital transformation humming across the globe. With a global footprint and a culture that prizes collaboration, integrity, and innovation, brighthush is more than a technology company – it’s a community of forward‑thinkers who believe that great work happens when people are trusted, heard, and supported.

Why Join brighthush?

• Remote‑First Flexibility: Work from anywhere while staying connected to a vibrant, distributed team.
• Impact at Scale: Shape the future of network operations for some of the world’s largest organizations.
• Growth & Development: Access to a generous learning budget, mentorship programs, and clear career pathways.
• Inclusive Culture: A workplace that celebrates diversity, equity, and belonging.
• Competitive Compensation: Base salary, discretionary bonus, and a comprehensive benefits package.

Role Overview

As the Remote Customer Success Manager for our Pooled Customer Success team, you will lead a high‑performing squad of 4–7 Customer Success Managers (CSMs) who collectively own a large portfolio of enterprise customers. Your mission is to design and execute repeatable, scalable processes that deliver measurable value across accounts, ensuring that every customer receives consistent, high‑quality support without the need for a dedicated one‑to‑one relationship.

Key Responsibilities

Team Leadership & Talent Development

• Lead, coach, and develop a team of 4–7 pooled CSMs, fostering a culture of accountability, collaboration, and continuous improvement.
• Strategically distribute workload, manage queue coverage, and balance capacity so that no customer segment is overlooked.
• Conduct regular portfolio reviews, renewal and risk assessments, and performance check‑ins to keep the team aligned with business goals.
• Coach CSMs on rapid discovery, efficient conversation techniques, and how to deliver value in fewer, higher‑quality interactions.
• Recruit, onboard, and nurture talent that thrives in a fast‑moving, high‑volume environment.

Driving Measurable Customer Value at Scale

• Operationalize the Customer Value Framework through standardized plays, eliminating bespoke plans while maintaining high impact.
• Guarantee that every customer in the pool receives structured lifecycle coverage: onboarding confirmation, adoption checkpoints, and pre‑renewal reviews.
• Define clear value milestones and outcome criteria that apply consistently across the portfolio.
• Link product adoption to tangible business results in every customer interaction.
• Monitor portfolio health signals and direct team focus toward accounts where intervention can change the outcome.

Retention, Expansion & Growth Alignment

• Own retention performance for the pooled portfolio, including renewal readiness and early risk detection.
• Collaborate closely with Renewals and Sales leadership on renewal strategy and expansion routing.
• Ensure CSMs surface new use cases, stakeholders, and expansion signals, handing them off cleanly to the appropriate teams.
• Influence retention strategy through data‑driven insights and repeatable risk‑mitigation plays.

Operational Excellence & Scalability

• Define and enforce the operating rhythm for the pool: coverage standards, response expectations, escalation paths, and handoff protocols.
• Maintain rigorous documentation discipline so that account context lives in the system, not in individual memory.
• Ensure CRM and CS tooling accurately reflect account health, engagement history, and renewal status.
• Use metrics such as coverage rate, time to first response, adoption, health scores, renewal rates, and expansion ARR to drive performance conversations.
• Identify automation and process improvements that increase capacity without adding headcount.

Cross‑Functional Leadership

• Serve as the voice of a large, diverse customer population internally while balancing business priorities.
• Partner with Support, Product, Professional Services, Renewals, and Sales to enhance the customer journey for customers without a dedicated resource.
• Surface systemic risks, adoption blockers, and product feedback trends to senior leadership, using the pool’s volume as an early warning system.
• Contribute to strategic planning for the broader Customer Success organization.

Essential Qualifications

• 5+ years of experience in B2B SaaS, with a focus on Customer Success or account management.
• 3+ years in a Customer Success or account management role, and 2+ years managing or leading CSM teams.
• Demonstrated experience operating a pooled, shared, or scaled coverage model, or the ability to build one from scratch.
• Deep understanding of renewal strategy, retention management, and risk identification at volume.
• Proven track record designing and improving repeatable plays, playbooks, and operating standards.
• Comfort managing through systems and data rather than individual account relationships.
• Strong analytical mindset with the ability to translate portfolio signals into prioritized team action.
• Leadership style grounded in transparency, ownership, and high standards.

Preferred Qualifications

• Experience in the network operations or cybersecurity industry.
• Familiarity with AI‑driven operational platforms.
• Advanced proficiency in CRM and CS tooling (e.g., Salesforce, Gainsight, Zendesk).
• Background in data analysis and reporting (SQL, Tableau, Power BI).
• Experience with remote team management and distributed work cultures.

Key Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Process Design & Optimization
• Coaching & Talent Development
• Customer‑Centric Mindset
• Cross‑Functional Collaboration
• Communication & Influence
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a clear ladder of advancement: from Pooled Customer Success Manager to Director of Customer Success, and beyond. You’ll have access to a dedicated learning budget, mentorship from senior leaders, and the chance to lead cross‑functional initiatives that shape the future of our platform. Whether you’re looking to deepen your expertise in customer success strategy or broaden your skill set into product or sales leadership, brighthush provides the resources and culture to make it happen.

Work Environment & Culture

Our remote‑first model means you can work from anywhere while staying connected through weekly virtual huddles, real‑time collaboration tools, and an open‑door policy for feedback. We celebrate diversity, equity, and inclusion through regular workshops, employee resource groups, and transparent hiring practices. At brighthush, you’ll find a workplace that values integrity, innovation, and the well‑being of every team member.

Compensation & Benefits

• Base Salary: $125,000 – $155,000 USD per year, commensurate with experience.
• Bonus: Participation in a discretionary bonus plan tied to individual and company performance.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; HSA/FSA options.
• Financial Security: 401(k) with company matching.
• Time Off: Paid parental leave, vacation, personal, and wellness days.
• Learning & Development: Annual budget for courses, certifications, and conferences.
• Lifestyle Spending Account: Annual LSA for personal enrichment.
• Bonus Program: Eligibility for the company’s annual bonus program.

How to Apply

If you’re passionate about driving customer success at scale, thrive in a data‑driven environment, and want to be part of a company that invests in its people, we encourage you to apply. Join brighthush and help shape the future of network operations while advancing your career in a supportive, innovative, and inclusive culture.

Ready to make an impact? Apply to this job now and become a valuable member of the brighthush team.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer committed to inclusion and diversity. We offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. brighthush will not discriminate or retaliate against applicants who inquire about, disclose, or discuss compensation.

Compliance & Data Privacy

brighthush participates in the E‑Verify program to confirm employment eligibility for new hires based in the USA. The E‑Verify process is conducted in conjunction with the Form I‑9 Employment Eligibility Verification on or before the first day of work. E‑Verify is not used as a pre‑screening tool. For more information about E‑Verify, visit https://www.e-verify.gov/employees.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are made by humans. If you would like more information about how your data is processed, please contact us.