Remote Enterprise Customer Success Manager – Driving Adoption, Renewal, and Expansion for Quick‑Service Restaurant Leaders

About brighthush

brighthush is a trailblazing safety‑technology pioneer that empowers quick‑service restaurants, retail chains, and franchise systems to protect their people, assets, and brand reputation. With a cutting‑edge blend of hardware and cloud‑based software, our solutions deliver real‑time incident monitoring, automated claim defense, and workforce retention insights that translate directly into measurable business outcomes. As we scale our flagship U.S. deployment, we’re looking for a seasoned Customer Success Manager who can own the entire customer journey—from onboarding to expansion—across multi‑unit restaurant groups.

Why brighthush?

• Impact‑Driven Mission – Your work will directly reduce incidents, protect employees, and help restaurants keep their doors open.
• High‑Visibility Role – You’ll be the face of brighthush for a major quick‑service restaurant portfolio, influencing product roadmap and customer experience.
• Remote Flexibility – Work from anywhere in the United States while collaborating with a dynamic, cross‑functional team.
• Competitive Compensation – Variable pay tied to adoption, renewal, and expansion, plus equity through our employee share option plan.
• Growth Opportunities – Rapid career progression in a fast‑growing company, with mentorship, training, and the chance to shape the future of safety technology.

Key Responsibilities

As the Enterprise Customer Success Manager, you will be the strategic partner for our largest quick‑service restaurant accounts. Your day‑to‑day activities will include:

• Onboarding & Training – Design and execute a comprehensive onboarding roadmap for each restaurant and franchisee group, aligning with installation schedules. Deliver engaging, practical training sessions for managers, crew, and executive stakeholders—both in person and via remote platforms.
• Adoption & Usage Monitoring – Track system usage across the estate, identify early signs of drift, and proactively intervene. When a call alone isn’t enough, you’ll travel to the site to troubleshoot and re‑engage the team.
• Relationship Building – Earn the trust of owner‑operators, operations leads, and restaurant managers. Conduct business reviews that showcase value in terms the customer cares about: incidents de‑escalated, claims defended, and crew retention improved.
• Renewal & Expansion Ownership – Own the renewal process from start to finish, ensuring high renewal rates. Drive expansion within franchisee groups by adding more sites, devices, and complementary add‑on products.
• Voice of the Customer – Capture field insights and feed them back to Product, Support, and Commercial teams, ensuring a unified, customer‑centric experience.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related role within B2B SaaS or hardware‑plus‑software environments.
• Proven track record of driving adoption and owning renewal cycles, with quantifiable results you can articulate.
• Experience working with multi‑unit operators—ranging from a single owner of ten restaurants to a manager overseeing a busy shift.
• Strong training and presentation skills, capable of engaging audiences from crew members to executive leadership.
• Data‑driven mindset: you spot trends, analyze metrics, and act before the customer asks.
• Comfortable with AI tools integrated into daily workflows—this is a core expectation at brighthush.
• Background in QSR, restaurant, or retail operations, or experience supporting technology in large franchise systems.
• Fluency in Spanish is a plus, enabling you to serve a broader customer base.
• Experience with safety, security, or connected‑device products is highly desirable.

Preferred Qualifications

• Prior experience in the quick‑service restaurant industry, including knowledge of franchise governance and operational challenges.
• Hands‑on familiarity with incident management platforms, claims defense workflows, or workforce analytics tools.
• Advanced proficiency in CRM and customer success platforms (e.g., Gainsight, Totango, or similar).
• Demonstrated ability to influence cross‑functional teams and drive product improvements based on customer feedback.
• Experience managing a portfolio of high‑value accounts and scaling customer success operations.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Communication Excellence – Clear, concise, and persuasive communication across all levels.
• Problem‑Solving – Quick diagnosis and resolution of complex issues, often in high‑pressure environments.
• Relationship Management – Building long‑term partnerships based on trust and mutual success.
• Analytical Acumen – Turning data into actionable insights that drive adoption and revenue.
• Adaptability – Thriving in a fast‑paced, evolving technology landscape.
• Team Collaboration – Working seamlessly with Product, Support, Sales, and Engineering.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As you grow in this role, you’ll have access to:

• Mentorship from senior leaders in Customer Success, Product, and Engineering.
• Regular training on the latest safety‑tech innovations, AI tools, and industry best practices.
• Opportunities to lead cross‑functional initiatives, such as product enhancements or new market expansions.
• Clear career pathways to senior Customer Success leadership, Product Management, or even executive roles.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote team is united by a shared mission to protect people and businesses. We celebrate successes, learn from challenges, and encourage creative problem‑solving. You’ll find a supportive environment where your ideas are heard and your contributions directly shape our product and customer experience.

Compensation & Benefits

• Competitive Base Salary – Reflective of your experience and the value you bring.
• Variable Pay – Performance‑based incentives tied to adoption, renewal, and expansion metrics.
• Equity – Participation in our employee share option plan, aligning your success with the company’s growth.
• Remote Work – Flexible, fully remote role for U.S. candidates.
• Health, dental, and vision insurance (details provided during the interview process).
• Generous paid time off and a flexible work schedule.
• Professional development stipend and access to industry conferences.

How to Apply

If you’re ready to take ownership of a high‑impact customer portfolio, drive measurable business outcomes, and grow with a fast‑moving safety‑tech company, we want to hear from you. Submit your application through the link below and join brighthush in redefining safety for the quick‑service restaurant industry.