Remote Customer Success Specialist – Tier 2 Retention & Expansion Champion – Drive Customer Loyalty & Revenue Growth at brighthush

About brighthush

brighthush is a trailblazing SaaS company that delivers cloud‑based solutions to the finance, payroll, and payments sectors. With a relentless focus on customer obsession, we empower businesses to streamline operations, cut costs, and unlock new growth opportunities. Our culture is built on innovation, collaboration, and a shared commitment to excellence. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic environment where your ideas can shape the future of enterprise technology.

Why brighthush?

At brighthush, success is a shared journey. Our remote‑first model gives you the flexibility to work from anywhere in the United States while staying connected to a vibrant, high‑performing team. We invest heavily in continuous learning, mentorship, and career advancement, ensuring that every team member can grow into new roles and responsibilities. Join us and become part of a company that values impact, creativity, and a relentless focus on customer delight.

Position Overview

We are seeking a dedicated Remote Customer Success Specialist to join our Tier 2 customer success squad. In this role, you will be the guardian of customer health, the advocate for adoption, and the catalyst for expansion. You’ll manage a pooled, queue‑routed book of accounts, respond to inbound needs, and proactively identify opportunities to deepen relationships and drive revenue. Your work will directly influence our retention metrics and the overall satisfaction of our clients.

Key Responsibilities

• Queue‑Based Account Management: Own a share of a pooled, queue‑routed book with a target ratio of approximately 1:150. Respond to inbound customer needs routed through a shared queue rather than a personal CSM inbox.
• Reactive & Proactive Engagement: Operate reactively to customer signals and proactively intervene when health scores or adoption trends indicate a potential risk. Use automated, digitally delivered account briefs and insights to guide your actions.
• Coverage & Collaboration: Provide seamless coverage for teammates’ accounts during absences or periods of overflow, leveraging the queue’s routing and reassignment logic.
• Health & Adoption Monitoring: Track customer health scores and feature‑adoption trends, paying special attention to engagement decay on features that reset every 30 or 90 days. Intervene early when usage declines.
• Expansion Identification: Spot organic expansion opportunities during conversations and create Qualified Customer Success Leads (QCSLs) as appropriate.
• Retention Leadership: Protect logo and dollar retention as the primary success measures for the initial cohort. Lead retention conversations, diagnose issues (technical, functional, or operational), and elevate genuine commercial or gray‑area concerns to the appropriate Client FTE.
• Tier 2a & 2b Onboarding & Adoption: As scope expands, provide guided onboarding confirmation, adoption and workflow consulting, and specialist first‑attach motions across areas such as Money/Payments, Bill Pay, and Payroll. Warm qualified opportunities for Client FTE close.

Essential Qualifications

• 2–5 years of experience in a relationship‑first Customer Success, account management, or consultative role. Proven track record of building durable, long‑term customer relationships and executing a retention motion.
• Comfort operating within a pooled, queue‑routed model without dedicated 1:1 account ownership, including providing coverage across teammates’ accounts when needed.
• Strong business acumen and the ability to translate data insights into actionable strategies.
• Excellent communication skills, both written and verbal, with the ability to articulate complex concepts to diverse stakeholders.
• Experience in finance, accounting, bookkeeping, or B2B SaaS is a meaningful advantage, particularly for future Tier 2b specialist attach work, but is secondary to relationship‑building and retention capability.

Preferred Qualifications

• Experience with SaaS health‑score dashboards, adoption analytics, and customer journey mapping.
• Familiarity with financial and payroll‑related solutions, such as Money/Payments, Bill Pay, and Payroll modules.
• Proficiency in CRM platforms (e.g., brighthush, brighthush) and customer success tools (e.g., brighthush, brighthush).
• Previous exposure to a Tier 2 or Tier 3 customer success model, with a history of driving retention and expansion in a shared‑account environment.
• Demonstrated ability to create and nurture Qualified Customer Success Leads that convert into revenue growth.

What You’ll Bring to the Table

• Relationship‑First Mindset: You thrive on building trust, listening actively, and delivering value that keeps customers coming back.
• Data‑Driven Decision Making: You interpret health scores, adoption metrics, and usage patterns to anticipate needs and mitigate risks.
• Adaptability: You’re comfortable shifting focus between reactive support and proactive outreach, and you can seamlessly step into teammates’ accounts when required.
• Collaboration: You work cross‑functionally with sales, product, and support teams to ensure a unified customer experience.
• Growth Mindset: You’re eager to learn, experiment, and iterate on processes to improve retention and expansion outcomes.

Career Growth & Learning Opportunities

At brighthush, your career path is not limited to a single role. We offer:

• Structured mentorship programs pairing you with senior Customer Success leaders.
• Access to industry conferences, webinars, and certification courses.
• Internal mobility into advanced roles such as Senior CSM, Customer Success Manager, or even Product Management.
• Regular performance reviews with clear metrics and actionable feedback.
• Opportunities to lead cross‑functional projects that shape product roadmap and customer experience.

Work Environment & Culture

brighthush’s remote culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• Weekly virtual team huddles, knowledge‑sharing sessions, and informal “coffee chats.”
• A collaborative platform that encourages idea exchange and rapid feedback.
• A culture that celebrates wins, learns from failures, and continuously iterates on processes.

Compensation & Perks

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for remote Customer Success Specialists.
• Performance‑based bonuses tied to retention, expansion, and customer satisfaction metrics.
• Health, dental, and vision insurance for you and your eligible dependents.
• 401(k) plan with company match.
• Unlimited paid time off and a generous holiday schedule.
• Professional development stipend and access to online learning platforms.
• Annual company retreats and team‑building events.

H1B Sponsorship

brighthush has a history of offering H1B sponsorships to qualified candidates. While sponsorship is not guaranteed for every role, we encourage international talent to apply and will consider sponsorship on a case‑by‑case basis.

Ready to Make an Impact?

If you’re passionate about building lasting customer relationships, driving retention, and uncovering new growth opportunities, we want to hear from you. Join brighthush as a Remote Customer Success Specialist and help shape the future of enterprise SaaS while advancing your career in a supportive, innovative environment.

Click the link below to apply and take the first step toward an exciting new chapter with brighthush.