Remote Position
Remote Customer Success Manager – Portfolio & Adoption Lead at brighthush
🌍 Remote · United States
💼 Full-time
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About brighthush and the Future of Customer Success
brighthush is a trailblazing technology partner that empowers businesses worldwide to unlock the full potential of cloud, data, and digital transformation solutions. With a relentless focus on customer outcomes, we are redefining what it means to deliver value, drive adoption, and cultivate long‑term growth. Our mission is simple: help organizations thrive by turning technology into tangible business results.
As we expand our Customer Success function into a core capability, we are looking for a seasoned Customer Success Manager III to join our remote team. This role is pivotal in ensuring that every client not only adopts our solutions but also realizes measurable ROI, leading to higher retention, upsell opportunities, and a reputation for excellence across the industry.
Why brighthush?
- Remote‑First Culture: Work from anywhere in the United States with flexible hours that respect your work‑life balance.
- Impactful Work: Own a portfolio of high‑value customers and directly influence their success and our company’s growth.
- Growth & Development: Access to continuous learning, mentorship, and a clear career ladder that rewards performance and initiative.
- Inclusive Environment: A diverse, collaborative culture that values every voice and encourages innovation.
- Competitive Compensation: Base salary, performance bonuses, equity, and comprehensive benefits designed to support your well‑being.
Key Responsibilities
As a Customer Success Manager III at brighthush, you will be the primary advocate for your clients, guiding them through every stage of their journey—from onboarding to renewal. Your day‑to‑day activities will include:
- Managing a portfolio of assigned customers, serving as their single point of contact for all success initiatives.
- Developing and maintaining Customer Success Plans that align with each client’s business objectives and desired outcomes.
- Monitoring adoption, utilization, and overall health metrics to proactively identify opportunities and mitigate risks.
- Partnering with customers to maximize the value of brighthush solutions throughout their lifecycle.
- Escalating concerns appropriately while coordinating internal resources for timely resolution.
- Guiding customers through onboarding, adoption, ongoing engagement, and renewal readiness activities.
- Conducting regular touchpoints and business reviews to ensure continued alignment with customer goals.
- Maintaining accurate account documentation, engagement plans, and success metrics in our CRM and CS platforms.
- Identifying potential risks to satisfaction and retention, and developing mitigation plans.
- Collaborating closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a seamless experience.
- Coordinating internal resources to address customer needs efficiently.
- Facilitating communication between customers and internal teams throughout the customer lifecycle.
- Supporting renewal activities by demonstrating customer value and business outcomes.
- Identifying upsell or cross‑sell opportunities and communicating them to the appropriate Sales partners.
- Contributing to retention efforts through proactive engagement and relationship management.
- Building trusted relationships through consistent communication and responsiveness.
- Conducting Quarterly Business Reviews (QBRs) or other meetings tailored to each engagement model.
- Ensuring customers understand available resources, services, and best practices to maximize success.
- Promoting a positive customer experience through proactive engagement and follow‑through.
- Following established Customer Success methodologies, playbooks, and operational processes.
- Providing feedback to leadership on opportunities to improve customer experience, tools, and processes.
- Participating in team initiatives, training, and continuous improvement efforts.
Essential Qualifications
- Legal eligibility to work in the United States without requiring employer sponsorship.
- Bachelor’s degree in a related discipline with a minimum of 6 years of experience in Customer Success, Client Services, Account Management, Customer Experience, or Consulting within a B2B technology or services environment. Alternative combinations (e.g., Master’s with 4 years, Ph.D. with up to 2 years, or 8 years of experience) are also acceptable.
- Proven track record managing customer relationships and supporting adoption, retention, and satisfaction.
- Strong communication, relationship management, and problem‑solving skills.
- Ability to collaborate effectively across cross‑functional teams in a matrixed organization.
- Excellent organizational skills with the capacity to manage multiple customers and priorities simultaneously.
- Experience using CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Totango) to manage engagement activities.
- Experience supporting customers in managed services, cloud, SaaS, cybersecurity, or hybrid infrastructure environments.
- Familiarity with Customer Success metrics such as health scores, adoption rates, retention, and renewal readiness.
- Experience facilitating business reviews and presenting performance metrics.
- Working knowledge of cloud technologies (AWS, Azure, Google Cloud, VMware, or related platforms).
- Experience identifying growth opportunities and partnering with Sales to support expansion.
Preferred Qualifications
- Advanced certifications in Customer Success (CSM, CSPO) or related fields.
- Experience in a high‑growth SaaS or cloud services company.
- Data‑driven mindset with proficiency in Excel, Tableau, or Power BI.
- Fluency in additional languages to serve a global customer base.
- Experience with customer journey mapping and designing success playbooks.
Skills & Competencies for Success
- Strategic Thinking: Ability to translate business objectives into actionable success plans.
- Customer‑Centric Mindset: Passion for delivering value and building long‑term relationships.
- Analytical Acumen: Comfortable interpreting data to uncover insights and drive decisions.
- Project Management: Skilled at coordinating cross‑functional initiatives and meeting deadlines.
- Adaptability: Thrive in a fast‑paced, evolving environment.
- Leadership Presence: Confidence in leading conversations with C‑suite executives and technical stakeholders.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success Manager III, you will have the opportunity to:
- Progress to a Senior Customer Success Manager or Director role, overseeing larger portfolios and strategic initiatives.
- Lead cross‑functional projects that shape the future of our Customer Success framework.
- Participate in leadership development programs, mentorship, and industry conferences.
- Earn equity and performance bonuses that reflect your impact on client success and company growth.
- Access a robust learning library, including courses on cloud technologies, data analytics, and customer experience design.
Work Environment & Culture at brighthush
Our remote-first culture is built on trust, transparency, and collaboration. You’ll join a team of passionate professionals who value:
- Open communication and knowledge sharing across all levels.
- Continuous improvement and experimentation.
- Work‑life harmony, with flexible schedules and a results‑oriented mindset.
- A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
Compensation, Perks, and Benefits
While specific figures vary by experience and location, brighthush offers a competitive total rewards package that typically includes:
- Base salary commensurate with market rates for senior Customer Success roles.
- Performance‑based bonuses tied to customer health, renewal rates, and upsell metrics.
- Equity or stock‑option plans to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance.
- 401(k) matching and financial wellness resources.
- Unlimited paid time off and flexible holiday scheduling.
- Professional development budget and tuition reimbursement.
- Wellness programs, mental health support, and employee assistance programs.
How to Apply
If you are a customer‑first professional with a passion for driving adoption and delivering measurable outcomes, we want to hear from you. Submit your application through our career portal and join a team that is reshaping the future of Customer Success.