Remote Strategic Customer Success Manager – Enterprise Customer Experience Leadership & Process Optimization

About brighthush

brighthush is a trailblazing enterprise SaaS company that redefines how organizations hire, onboard, and manage talent. With a mission to empower hiring teams through intelligent automation, data‑driven insights, and a frictionless user experience, brighthush has become the go‑to platform for Fortune 500 companies, high‑growth startups, and everything in between. Our product suite streamlines the entire talent lifecycle—from sourcing and interviewing to onboarding and performance management—while delivering actionable analytics that help leaders make smarter, faster decisions.

Founded in 2018, brighthush has grown to a vibrant, global community of over 400 passionate employees. We’re headquartered in San Francisco, but our culture is truly distributed: every team member works remotely, collaborating across time zones and continents. At brighthush, we celebrate diversity, champion continuous learning, and foster an environment where curiosity, empathy, and innovation thrive.

Why This Role Matters

As the Remote Strategic Customer Success Manager, you will be the linchpin that connects our enterprise customers to the full value of the brighthush platform. You will lead a high‑performing team of Customer Success Managers (CSMs), design scalable processes, and partner with Product, Sales, Support, and RevOps to ensure that every enterprise client not only adopts but fully optimizes brighthush’s solutions. Your influence will shape the customer journey, drive retention, and directly impact our company’s growth trajectory.

Key Responsibilities

• Team Leadership & Development – Build, coach, and inspire a team of CSMs who serve as the primary post‑onboarding touchpoint for our enterprise customers.
• Performance Excellence – Elevate team performance through regular 1:1 coaching, skill‑building workshops, and rigorous operational standards.
• Process Optimization – Own the end‑to‑end customer journey, focusing on adoption, optimization, and renewal. Continuously refine workflows to increase efficiency and impact.
• Cross‑Functional Advocacy – Act as the voice of the CSM team in Product, Support, Sales, RevOps, and Contract Management, ensuring that customer insights inform product roadmaps and service delivery.
• Scalable & Bespoke Delivery – Balance the creation of repeatable, scalable processes with the delivery of customized experiences for our most complex, high‑value accounts.
• Strategic Thought Leadership – Be a key contributor to the evolution of brighthush’s enterprise customer success strategy, championing best practices and data‑driven decision making.

Essential Qualifications

• Proven experience leading and developing Customer Success Managers in a SaaS environment, preferably within enterprise‑grade products.
• Deep understanding of the enterprise customer lifecycle, with a track record of improving onboarding, adoption, and retention through repeatable, scalable approaches.
• Strong technical acumen – able to dive into product details alongside your team to architect customer solutions.
• Demonstrated ability to coach teams that support technically complex products, fostering a culture of empathy, accountability, and continuous growth.
• Data‑driven mindset: comfortable using metrics to guide decisions, measure impact, and iterate on processes.
• Excellent communication skills – able to distill complex concepts into clear, actionable insights for both internal stakeholders and customers.
• Experience working with enterprise customers and scaling their use cases as they grow in complexity.
• Hands‑on experience with cross‑functional collaboration, ensuring seamless handoffs and sustained success across Sales, Product, Support, and RevOps.
• Proven track record of advocating for your team in headcount planning, resourcing, and strategic initiatives.

Preferred Qualifications

• Background in HR technology or talent‑management SaaS, with a nuanced understanding of hiring workflows and workforce analytics.
• Experience building and scaling customer success operations in a high‑growth, upmarket B2B SaaS company.
• Familiarity with modern customer success tools (e.g., Gainsight, Totango, ChurnZero) and data visualization platforms.
• Experience leading remote teams across multiple time zones, with a proven ability to maintain engagement and alignment.
• Strong project management skills, with a knack for driving initiatives from concept to execution.

Skills & Competencies

• Leadership & Coaching – Inspire, mentor, and develop talent.
• Strategic Thinking – Translate customer insights into actionable strategy.
• Process Design – Build scalable, repeatable workflows that adapt to complexity.
• Analytical Rigor – Leverage data to uncover trends, diagnose issues, and forecast outcomes.
• Customer Advocacy – Champion the customer’s voice across the organization.
• Collaboration & Influence – Build strong relationships with cross‑functional partners.
• Adaptability – Thrive in a fast‑moving, evolving environment.
• Communication – Articulate ideas clearly, both verbally and in writing.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as our product. As the Remote Strategic Customer Success Manager, you will:

• Lead the enterprise customer success organization, positioning yourself for future roles such as Director of Customer Success or VP of Customer Experience.
• Gain deep exposure to product strategy, sales enablement, and revenue operations, broadening your skill set across the entire customer lifecycle.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Own high‑impact projects that shape the future of brighthush’s enterprise offerings.
• Benefit from a culture that rewards innovation, encourages experimentation, and celebrates success.

Work Environment & Culture at brighthush

brighthush is built on the belief that great work happens when people are empowered, supported, and connected. Our culture is defined by:

• Remote‑First Flexibility – Work from anywhere in the USA, with a flexible schedule that respects your personal and professional commitments.
• Diversity & Inclusion – A vibrant community that values diverse perspectives and fosters belonging.
• Continuous Learning – $100/month education budget, access to industry conferences, and internal knowledge‑sharing sessions.
• Health & Well‑Being – Comprehensive health benefits for you and your dependents, mental health resources, and a generous paid family leave program.
• Equity & Ownership – 10‑year exercise window for stock options, giving you a stake in brighthush’s long‑term success.
• Collaboration & Transparency – Open communication channels, regular all‑hands meetings, and a flat hierarchy that encourages idea sharing.
• Recognition & Rewards – Unlimited PTO (with a recommended minimum of Apply for this job