Remote Senior Manager, Customer Success – Multifamily Property Management & Client Experience Leadership

About brighthush

Welcome to brighthush, the trailblazing SaaS platform that empowers multifamily property managers to streamline operations, elevate tenant satisfaction, and unlock data-driven insights. Founded in 2012, brighthush has grown to a vibrant community of over 800 professionals dedicated to transforming the way property owners and operators connect with their residents. With a culture rooted in innovation, collaboration, and a relentless focus on customer success, brighthush is redefining the future of property management technology.

Why This Role Matters

As a Remote Senior Manager, Customer Success – Multifamily Property Management, you will be the linchpin that ensures our customers not only adopt but thrive on the brighthush platform. Your leadership will shape the experience of thousands of property managers and their tenants, driving adoption, retention, and measurable value across the entire customer journey. This is a unique opportunity to influence the success of a rapidly expanding customer base while building a high-performing team that embodies brighthush’s commitment to excellence.

Key Responsibilities

• Team Leadership & Development: Recruit, coach, and mentor a dynamic team of Customer Success Managers (CSMs). Set clear performance expectations, provide constructive feedback, and foster a culture of continuous improvement.
• Performance Management: Track and analyze key performance indicators (KPIs) such as retention rates, adoption metrics, engagement scores, and Net Promoter Scores (NPS). Use data-driven insights to refine strategies and elevate team performance.
• Success Planning: Guide CSMs in crafting and executing Success Plans that align with each customer’s business objectives. Help clients achieve tangible outcomes—such as increased occupancy rates, reduced maintenance costs, or improved tenant satisfaction—while proactively mitigating risks.
• Relationship Management: Ensure CSMs build and maintain multi-threaded relationships within client organizations. Act as trusted advisors, especially during critical moments such as property mergers & acquisitions or regulatory changes affecting the multifamily sector.
• Process & Playbook Development: Design scalable processes and repeatable playbooks for high-volume, high-impact property accounts. Align cross-functional teams—sales, implementation, support, and product—to deliver a seamless, cohesive customer experience.
• Escalation Management: Lead the resolution of complex customer escalations. Coordinate with internal stakeholders to ensure timely communication, swift resolution, and a positive outcome for the client.
• Strategic Collaboration: Partner closely with sales, product, and marketing teams to align on key initiatives, share customer insights, and influence product roadmap decisions that enhance customer value.

Essential Qualifications

• Minimum 1–2 years of people‑management or team‑lead experience, coupled with 5+ years of hands‑on Customer Success experience in a SaaS environment.
• Deep familiarity with the multifamily property industry—understanding the operational dynamics, stakeholder landscape, and regulatory framework that shape property management.
• Proven track record of building high‑performing teams that consistently exceed retention and adoption targets.
• Strong analytical mindset: ability to interpret data, identify trends, and translate insights into actionable strategies.
• Exceptional interpersonal and consultative communication skills, with the ability to influence stakeholders at all levels.
• Demonstrated ability to work cross‑functionally, collaborating with sales, implementation, support, and product teams to resolve issues and improve the customer journey.

Preferred Qualifications

• Experience managing Customer Success teams in a fast‑growth SaaS company.
• Background in property technology (PropTech) or related verticals.
• Knowledge of industry regulations such as Fair Housing Act, ADA compliance, and local landlord‑tenant laws.
• Experience with customer success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
• Advanced data visualization skills using tools like Tableau or Power BI.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Leadership & Coaching: Inspire, motivate, and develop talent.
• Customer‑Centric Mindset: Passion for delivering exceptional value and building lasting relationships.
• Problem‑Solving: Tackle complex challenges with creative, data‑driven solutions.
• Communication: Clear, concise, and persuasive communication across all levels.
• Adaptability: Thrive in a dynamic, remote-first environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a senior manager, you will:

• Lead cross‑departmental initiatives that shape product strategy and customer experience.
• Mentor junior leaders and contribute to the development of brighthush’s leadership pipeline.
• Participate in industry conferences, webinars, and thought‑leadership events to stay ahead of market trends.
• Access to continuous learning resources—online courses, certifications, and internal knowledge hubs—to sharpen your skills.
• Potential to advance into Director or VP-level roles within Customer Success or broader operations.

Work Environment & Culture at brighthush

brighthush is a fully remote, inclusive, and collaborative workplace. Our culture is built on:

• Transparency: Open communication channels and shared decision‑making.
• Innovation: Encouragement to experiment, iterate, and bring fresh ideas to the table.
• Well‑being: Comprehensive wellness programs, flexible schedules, and a focus on work‑life balance.
• Diversity & Inclusion: Commitment to creating a welcoming environment for all backgrounds.
• Community Impact: Initiatives that give back to local communities and support sustainable practices.

Compensation & Benefits

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

• Base salary commensurate with market standards for senior Customer Success leadership roles.
• Performance‑based bonuses tied to team and company metrics.
• Health, dental, and vision insurance for full‑time employees.
• 401(k) plan with employer match.
• Flexible paid time off (PTO) and paid holidays.
• Quarterly wellness days and wellness incentives.
• Unique employee engagement programs—team virtual events, hackathons, and recognition awards.
• 100% remote work with a stipend for home‑office setup.

Ready to Join brighthush?

If you are a visionary leader who thrives on driving customer success in the multifamily property sector, we want to hear from you. Bring your passion, expertise, and collaborative spirit to a company that values innovation, integrity, and impact.

Apply now and help shape the future of property management technology at brighthush—where every customer’s success story begins.