Remote Customer Success Manager – SaaS Contract – Driving Customer Engagement, Retention, and Growth for Innovative Urban Forestry Solutions

About brighthush

brighthush is a forward‑thinking geospatial technology company that empowers cities, utilities, and government agencies to manage and protect urban forests at scale. Founded in 2012, we have grown into a tight‑knit team of 11‑50 professionals who are passionate about blending cutting‑edge software with environmental stewardship. Our flagship platform delivers real‑time insights, predictive analytics, and actionable workflows that help municipalities plan, monitor, and nurture green infrastructure, ensuring healthier communities and resilient ecosystems.

At brighthush, we believe that technology should serve people and the planet. That’s why we invest heavily in research, community outreach, and continuous learning. Whether you’re a seasoned customer success veteran or a rising star in SaaS, you’ll find a culture that rewards curiosity, collaboration, and impact.

Role Overview

We’re looking for a dynamic Remote Customer Success Manager (Contract) to join our growing team. In this role, you will own a portfolio of customer accounts from onboarding through renewal, ensuring that every client receives the highest level of service and value from our platform. You’ll be the trusted advisor for our customers, helping them unlock the full potential of our solutions while driving retention and growth.

As a key member of the Customer Success team, you will:

• Serve as the primary point of contact for a curated set of accounts, guiding them through the entire customer lifecycle.
• Collaborate closely with Product, Support, and Sales to translate customer feedback into actionable improvements.
• Leverage AI tools to streamline workflows, uncover insights, and elevate the customer experience.
• Act as a temporary coverage resource during leave periods, maintaining continuity and ensuring seamless service.

Key Responsibilities

• Account Ownership: Manage a portfolio of accounts, from initial onboarding to renewal, ensuring a smooth and engaging journey.
• Customer Support & Troubleshooting: Respond promptly to customer inquiries via email and phone, diagnosing and resolving issues with a focus on customer satisfaction.
• Health & Activity Tracking: Use HubSpot to log interactions, monitor usage metrics, and assess account health.
• Retention & Risk Management: Identify at‑risk accounts early, develop retention plans, and collaborate with internal teams to mitigate churn.
• Feedback Loop: Partner with Product and Support to relay customer insights, influencing roadmap priorities and feature enhancements.
• AI Integration: Actively incorporate AI tools into your daily workflow, and spearhead initiatives to embed AI-driven improvements across the Customer Success function.
• Reporting & Analytics: Produce regular reports on account health, renewal rates, and customer satisfaction metrics.
• Process Improvement: Continuously refine onboarding, training, and support processes to increase efficiency and customer delight.

Essential Qualifications

• Proven experience in a Customer Success or Account Management role within a SaaS environment.
• Hands‑on proficiency with HubSpot (CRM, ticketing, and reporting).
• Strong written and verbal communication skills, with the ability to translate technical concepts into clear, actionable guidance.
• Self‑motivated and comfortable working independently in a fully remote, small‑team setting.
• Track record of managing end‑to‑end customer journeys, including onboarding, adoption, and renewal.
• Experience with data‑driven decision making and using analytics to drive customer outcomes.

Preferred Qualifications

• Background or interest in GIS, mapping, urban forestry, or environmental sustainability.
• Experience with AI or machine‑learning tools in a customer‑facing role.
• Knowledge of the public sector procurement and contracting processes.
• Previous contract or freelance experience in a high‑growth SaaS company.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term relationships.
• Analytical Thinking: Ability to interpret usage data, identify trends, and recommend actionable improvements.
• Problem‑Solving: Quick to diagnose issues and propose effective solutions.
• Collaboration: Comfortable working cross‑functionally with Product, Support, Sales, and Marketing.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change.
• Tech Savvy: Comfortable learning new tools and technologies, especially AI‑based solutions.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Customer Success Manager, you will:

• Gain exposure to cutting‑edge geospatial analytics and sustainability initiatives.
• Participate in cross‑functional projects that shape product strategy and market positioning.
• Access continuous learning resources, including industry conferences, webinars, and internal knowledge bases.
• Build a robust network of experts in SaaS, GIS, and environmental technology.
• Position yourself for future leadership roles within Customer Success, Product Management, or Business Development.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to environmental impact. We offer:

• Fully remote work with flexible hours to support work‑life balance.
• Regular virtual team gatherings, hackathons, and “innovation days” to spark creativity.
• A flat hierarchy that encourages initiative and rapid decision‑making.
• Inclusive policies that celebrate diversity and foster belonging.
• Access to cutting‑edge tools and a supportive tech stack that empowers you to deliver top‑tier service.

Compensation, Perks, and Benefits

While the exact compensation will be discussed during the interview process, you can expect:

• Competitive hourly rate aligned with industry standards for contract Customer Success Managers.
• Performance‑based bonuses tied to renewal rates and customer satisfaction metrics.
• Full access to our internal learning platform and budget for external certifications.
• Health and wellness resources, including a stipend for home office setup.
• Participation in our annual “Green Impact” initiative, where employees can contribute to local reforestation projects.

How to Apply

If you’re ready to join a mission‑driven team that’s redefining how cities manage their green spaces, we’d love to hear from you. Submit your application through the link below, and let’s explore how your expertise can help brighthush continue to grow and make a lasting environmental impact.