Remote Customer Success Manager – SMB & Mid‑Market Growth & Retention Specialist at brighthush

About brighthush

brighthush is a trailblazing AI‑powered solutions provider that transforms the way contact centers operate. Founded in 2017, we have grown from a small startup to a vibrant team of 51‑200 employees, headquartered in the heart of St. Louis, Missouri. Our mission is simple yet ambitious: to empower customer service teams with intelligent tools that elevate agent performance, streamline workflows, and deliver measurable business outcomes. By harnessing the latest advances in natural language processing, machine learning, and data analytics, brighthush delivers a suite of products that help organizations reduce call handling times, increase first‑contact resolution, and ultimately boost customer satisfaction.

We are proud to serve a diverse portfolio of small and midsize businesses (SMBs) across industries such as retail, telecommunications, financial services, and healthcare. Our clients rely on us to help them scale their contact center operations, adopt new technologies, and achieve sustainable growth. At brighthush, we value curiosity, collaboration, and a relentless focus on customer success. If you thrive in a fast‑moving, high‑impact environment and want to help shape the future of customer experience, we want to hear from you.

Why Join brighthush?

• Impactful Work: Your role will directly influence the success of our SMB customers, driving adoption, retention, and expansion.
• Remote Flexibility: Work from anywhere in the United States while collaborating with a global team of experts.
• Growth Opportunities: Accelerate your career with mentorship, leadership training, and the chance to move into senior customer success or product strategy roles.
• Innovative Culture: Join a company that invests heavily in AI research, continuous learning, and a culture of experimentation.
• Competitive Compensation: We offer a base salary, performance bonuses, and a comprehensive benefits package that includes medical, dental, vision, 401(k), unlimited PTO, and learning stipends.

Key Responsibilities

As a Remote Customer Success Manager at brighthush, you will own a portfolio of SMB and mid‑market accounts, ensuring they achieve their business goals through the effective use of our AI tools. Your day‑to‑day activities will include:

• Relationship Building: Establish trust and credibility with key stakeholders, from frontline agents to C‑suite executives.
• Strategic Account Management: Conduct regular check‑ins, business reviews, and renewal conversations using a blend of one‑to‑one calls and automated outreach.
• Customer Health Monitoring: Leverage AI‑driven health scores and usage analytics to detect early warning signs and intervene proactively.
• Onboarding & Adoption: Run automated playbooks for onboarding, adoption, and re‑engagement, stepping in personally when a customer needs extra support.
• AI‑Enhanced Communication: Use AI tools (Claude, ChatGPT, etc.) to draft, review, and personalize emails, in‑app messages, and other touchpoints, ensuring every interaction feels human.
• Program Management: Contribute to and help run scaled programs such as weekly tips emails, live office hours, and a vibrant customer community.
• Insight Generation: Identify patterns across your portfolio and recommend new plays, content, or automations that benefit many customers simultaneously.
• Growth & Expansion: Spot opportunities to increase product adoption, upsell additional licenses, and introduce complementary add‑ons.
• Renewal & Contract Management: Own the renewal process, including timelines, alignment, and execution, while proposing pricing and terms in partnership with internal stakeholders.
• Issue Resolution: De‑escalate challenges, coordinate cross‑functional solutions, and keep customers on track toward their success metrics.
• Data‑Driven Reporting: Track customer health, usage, and engagement to prevent churn and improve outcomes, presenting findings to senior leadership.

Essential Qualifications

• 3+ years of experience in Customer Success, Account Management, or a related customer‑facing role.
• Proven track record managing SMB or mid‑market customer relationships, ideally in a scaled or tech‑touch model.
• Strong written and verbal communication skills, with the ability to translate complex technical concepts into clear business value.
• Strategic thinking combined with meticulous attention to detail.
• Excellent organization and time‑management skills, capable of juggling a large portfolio of accounts.
• Hands‑on experience using AI tools (Claude, ChatGPT, etc.) in daily work.
• Experience building or running automated playbooks in a customer success platform such as ChurnZero, Gainsight, or similar.
• Working knowledge of Excel and basic data analysis.
• Empathetic, customer‑first mindset with a passion for delivering measurable value.

Preferred Qualifications

• Experience in the contact center or customer experience industry.
• Background in change management and adoption initiatives.
• Familiarity with SaaS metrics such as NPS, CSAT, and churn rate.
• Knowledge of CRM systems (Salesforce, HubSpot) and customer success platforms.
• Experience leading or participating in community or user‑group initiatives.
• Fluency in additional languages is a plus.

Skills & Competencies for Success

• Customer Advocacy: Champion the customer’s voice within brighthush, ensuring their needs shape product development and support.
• Data Literacy: Analyze usage data, identify trends, and translate insights into actionable recommendations.
• Problem Solving: Remove obstacles for customers, turning challenges into opportunities for growth.
• Collaboration: Work closely with Sales, Product, Engineering, and Marketing to deliver a seamless customer experience.
• Adaptability: Thrive in a fast‑moving environment, quickly learning new tools and processes.
• Influence & Negotiation: Balance customer advocacy with business objectives, negotiating renewals and expansions effectively.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Success Manager, you will have access to:

• Mentorship from senior leaders in Customer Success and Product.
• Regular training on the latest AI technologies, customer experience best practices, and data analytics.
• Opportunities to lead cross‑functional projects, such as product feature launches or customer community initiatives.
• Clear career pathways to senior Customer Success Manager, Director of Customer Success, or Product Management roles.
• Annual learning stipend to attend conferences, workshops, or pursue certifications.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to customer success. We celebrate diversity, encourage experimentation, and reward results. Remote work is the norm, but we also host quarterly in‑person retreats in St. Louis to foster team bonding and align on strategy. We value work‑life balance, offering unlimited PTO and flexible schedules to help you recharge.

Compensation & Benefits

While the exact salary will depend on experience and location, we offer a competitive base salary complemented by performance bonuses tied to customer retention and expansion metrics. Our benefits package includes:

• Medical, Dental, and Vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off (PTO).
• Learning stipend for professional development.
• Employee stock purchase plan.
• Wellness programs and mental health resources.
• Regular team‑building events and community service opportunities.

How to Apply

If you are passionate about helping SMBs unlock the full potential of AI in their contact centers, and you thrive in a fast‑paced, customer‑centric environment, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

Join brighthush and be part of a team that is redefining customer experience through intelligent automation. Your expertise will help shape the future of contact centers and deliver tangible value to businesses across the country.