Remote Customer Success Specialist – Video Streaming & Growth Partner at brighthush

About brighthush

brighthush is a trailblazing technology company that empowers businesses to deliver seamless, real‑time video experiences to audiences worldwide. Founded in 2017, brighthush has quickly become a trusted partner for enterprises ranging from media conglomerates to fintech innovators, all of whom rely on our cutting‑edge streaming platform to connect with their customers in the most engaging way possible. With a lean, high‑velocity team of 11‑50 employees headquartered in New York City, we combine deep technical expertise with a customer‑first mindset to create solutions that are as reliable as they are scalable.

Our mission is simple: to make live video streaming accessible, secure, and effortless for every organization, regardless of size or industry. We do this by continuously evolving our platform, investing in world‑class support, and fostering a culture where curiosity, collaboration, and impact are the norm. If you’re passionate about technology, love working with clients to solve real‑world problems, and thrive in a fast‑paced, remote environment, brighthush is the place for you.

Why Join brighthush?

• Remote‑First Culture: Work from anywhere in the United States and enjoy flexible hours that respect your work‑life balance.
• Impactful Work: Your efforts directly influence how thousands of customers experience live video, driving adoption, retention, and revenue growth.
• Career Growth: We champion internal mobility and provide clear pathways from Customer Success to Product, Sales, or Engineering roles.
• Learning & Development: Access to a curated library of courses, industry conferences, and mentorship programs.
• Competitive Compensation: Base salary, performance bonuses, equity, and a comprehensive benefits package.

Key Responsibilities

As a Remote Customer Success Specialist at brighthush, you will be the linchpin that ensures our U.S. customers achieve measurable value from our streaming platform. Your day‑to‑day activities will include:

• Onboarding Excellence: Guide new clients through a smooth, hands‑on implementation of the brighthush Server, ensuring they hit their first successful stream within the first 30 days.
• Strategic Success Planning: Collaborate with each customer to develop a tailored success roadmap that aligns with their business objectives and technical requirements.
• Ongoing Adoption & Engagement: Conduct regular product adoption reviews, identify feature gaps, and recommend best practices that drive deeper usage.
• Retention & Renewal Management: Monitor churn indicators, proactively address concerns, and coordinate renewal negotiations with the Sales team.
• Expansion & Upsell Opportunities: Spot opportunities for additional modules, higher tier plans, or new use cases, and work with Sales to close expansion deals.
• Escalation Leadership: Own the resolution of high‑priority incidents, liaising with Support and Engineering to keep customers informed and satisfied.
• Customer Advocacy: Transform customer feedback into actionable insights for product, marketing, and engineering teams.
• Case Study & Content Creation: Identify success stories, secure testimonials, and collaborate on case studies that showcase the value of brighthush.
• CRM & Forecasting: Maintain accurate account records, document next steps, and provide reliable revenue forecasts in our CRM system.
• Cross‑Functional Collaboration: Partner with Sales, Support, Engineering, and Product to deliver a cohesive customer experience.

Essential Qualifications

• 3+ years of experience in Customer Success, Technical Account Management, or a related client‑facing role.
• Proven track record of managing renewals, driving adoption, and nurturing long‑term customer relationships.
• Excellent written and verbal communication skills in English, with the ability to articulate technical concepts to both technical and business stakeholders.
• Strong organizational skills, proactive follow‑up, and the capacity to juggle multiple customer priorities simultaneously.
• Familiarity with cloud platforms (AWS, Azure, GCP), APIs, and software deployment concepts.
• Experience with video streaming, WebRTC, or developer‑focused products is highly desirable.
• Comfortable working with Linux, Docker, and containerized environments.
• Experience supporting enterprise customers and collaborating across distributed teams.

Preferred Qualifications

• Background in SaaS or cloud‑native technology companies.
• Hands‑on experience with streaming protocols (RTMP, HLS, DASH) and media server administration.
• Knowledge of analytics tools (Google Analytics, Mixpanel) to track user engagement and product usage.
• Experience with CRM platforms such as Salesforce, HubSpot, or Gainsight.
• Previous involvement in creating customer success playbooks, training materials, or internal knowledge bases.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for solving customer problems and delivering measurable outcomes.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
• Project Management: Skilled at planning, executing, and tracking initiatives across multiple stakeholders.
• Technical Fluency: Comfortable learning new technologies quickly and translating technical details into business value.
• Collaboration & Influence: Proven ability to work cross‑functionally and influence decision‑makers.
• Resilience & Adaptability: Thrive in a fast‑moving environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Success Specialist, you will have access to:

• Structured mentorship programs pairing you with senior leaders in Customer Success, Product, and Engineering.
• Annual learning budget for courses, certifications, and industry conferences.
• Internal mobility pathways to roles such as Senior Customer Success Manager, Product Manager, or Solutions Engineer.
• Quarterly “Innovation Labs” where you can propose and prototype new customer success initiatives.

Work Environment & Culture

Our remote‑first model means you’ll collaborate with a diverse, globally distributed team while enjoying the flexibility to work from your preferred location. We foster:

• Transparency: Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Inclusivity: A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Continuous Improvement: A growth mindset that encourages experimentation, learning from failures, and celebrating successes.
• Wellness & Balance: Paid time off, mental health resources, and optional wellness stipends.

Compensation & Benefits

While specific figures vary based on experience, the overall package includes:

• Competitive base salary aligned with industry standards for remote Customer Success roles in the U.S.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match to support your future financial goals.
• Generous paid time off, parental leave, and flexible work arrangements.
• Access to a digital wellness platform and mental health counseling.

How to Apply

If you’re ready to join a forward‑thinking team that values innovation, customer impact, and personal growth, we’d love to hear from you. Submit your application through the link below, and let’s explore how you can help brighthush’s customers achieve their most ambitious streaming goals.