Seasonal Senior Customer Success Manager – Remote (Philippines) – Championing Client Growth, Retention, and Strategic Success in brighthush’s Innovative SaaS Ecosystem

Welcome to brighthush – Where Customer Success Drives Innovation

In the fast‑moving world of SaaS, the difference between a satisfied customer and a loyal advocate often hinges on the quality of the support experience. At brighthush, we’re more than a platform; we’re a movement that empowers businesses across the Asia‑Pacific to transform operations, elevate customer engagement, and unlock new revenue streams. From a modest startup to a regional powerhouse, our journey has been defined by a relentless focus on customer success, a culture of continuous learning, and a commitment to building products that solve real problems.

As we expand our footprint, we’re looking for a seasoned Senior Customer Success Manager who can turn every client into a long‑term partner and help us scale our impact. If you thrive on building relationships, solving complex problems, and driving measurable business outcomes, we want you on our team.

Why This Role Matters

In the subscription‑based software world, the difference between a satisfied customer and a churned one often hinges on the quality of the support experience. As a Senior Customer Success Manager at brighthush, you will be the primary advocate for our clients, guiding them from onboarding through long‑term adoption. Your ability to anticipate needs, resolve issues swiftly, and nurture relationships will directly influence our retention rates, upsell opportunities, and overall brand reputation. This role is pivotal in turning our customers into ambassadors and ensuring that brighthush’s innovative SaaS ecosystem continues to deliver measurable business outcomes.

Key Responsibilities

• Client Champion – Serve as the main point of contact for all client inquiries via email, chat, and phone. Respond within SLA windows and ensure every interaction reflects brighthush’s high‑standard service culture.
• Escalation Management – Own the end‑to‑end resolution of escalated issues. Coordinate with product, engineering, and support teams to deliver timely fixes and communicate progress to clients.
• Onboarding & Adoption – Lead structured onboarding programs, creating tailored playbooks that help new customers achieve quick wins and understand the full value of our platform.
• Proactive Outreach – Conduct regular health‑check calls, usage reviews, and renewal conversations. Identify upsell or cross‑sell opportunities and collaborate with the sales team to close deals.
• Process & Script Ownership – Continuously refine call scripts, knowledge base articles, and internal SOPs. Use CRM tools to capture insights and drive process improvements.
• Independent Ownership – Operate autonomously, managing your own pipeline and priorities while aligning with company goals. Demonstrate initiative and a results‑driven mindset.

Essential Qualifications

• Minimum 1 year of proven experience in a Customer Success or Account Management role, preferably within SaaS or tech services.
• Fluent in English (C1 level or higher). Strong written and verbal communication skills with a neutral or excellent accent.
• Tech‑savvy mindset: Comfortable learning new platforms, CRM systems, and digital workflows quickly.
• Strong problem‑solving skills and the ability to think analytically under pressure.
• Excellent organizational skills: adept at juggling multiple client accounts while maintaining high quality.
• Experience with brighthush Mail, brighthush Workspace, and spreadsheet tools. Familiarity with brighthush for VoIP platforms is a plus.

Preferred (but not mandatory) Qualifications

• Experience in a remote‑first environment, managing clients across multiple time zones.
• Knowledge of customer success metrics such as NPS, CSAT, churn rate, and renewal rates.
• Background in data analysis or reporting, using tools like brighthush Data Studio or brighthush.
• Previous exposure to the Philippine market or Southeast Asian business culture.

Skills & Competencies

• Customer‑Centric Mindset – Always put the client first, anticipating needs before they arise.
• Communication Excellence – Articulate complex concepts in simple terms, both in writing and verbally.
• Adaptability – Thrive in a fast‑moving environment, pivoting priorities as new challenges emerge.
• Collaboration – Work seamlessly with cross‑functional teams: Product, Engineering, Sales, and Marketing.
• Data‑Driven Decision Making – Leverage metrics to identify trends, forecast risks, and recommend improvements.
• Time Management – Prioritize tasks effectively, ensuring timely follow‑ups and deliverables.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Senior Customer Success Manager you’ll have the chance to:

• Progress into senior CS roles, such as Senior Customer Success Manager or Customer Success Lead.
• Transition into product or sales leadership positions, leveraging your deep client insights.
• Participate in continuous learning programs, including certifications in customer success, data analytics, and project management.
• Attend industry conferences, webinars, and workshops to stay ahead of market trends.
• Contribute to internal knowledge bases, process improvements, and mentorship programs.

Work Environment & Company Culture

brighthush champions a culture of trust, accountability, and innovation. Our remote team is distributed across the Philippines, yet we maintain a strong sense of community through:

• Weekly virtual stand‑ups and monthly town‑hall meetings.
• Open‑door communication channels with leadership.
• Regular team‑building activities, both virtual and in‑person.
• A focus on work‑life balance, with flexible scheduling to accommodate personal commitments.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

We offer a competitive base salary of $1,400 per month, commensurate with experience and performance. In addition, you’ll enjoy:

• Performance‑based bonuses tied to client satisfaction and renewal metrics.
• Health and wellness benefits, including medical coverage and mental health support.
• Fully equipped home office stipend (high‑speed internet, ergonomic chair, monitor).
• Paid time off, including vacation, sick leave, and public holidays.
• Professional development budget for courses, certifications, and conferences.
• Access to a comprehensive knowledge base and ongoing training resources.

Technical & Workspace Requirements

• Hardware – Minimum 16GB RAM, dual‑monitor setup, and a reliable webcam.
• Connectivity – Stable broadband connection with backup ISP and UPS for power outages.
• Software – brighthush Mail, brighthush Workspace, brighthush Sheets, and optional brighthush for calls.
• Flexibility – Willingness to adjust hours for urgent client needs or emergency shifts.

How to Apply

Ready to become the voice of our clients and drive success for brighthush? Submit your resume and a short audio recording (in English) demonstrating your communication skills. Please include a brief cover letter outlining why you’re the perfect fit for this role.

We look forward to hearing from you and exploring how you can contribute to our mission of delivering world‑class customer experiences.

Apply now and take the first step toward an exciting career with brighthush!