Seasoned Remote Customer Success Leader – Driving Client Retention, Accelerating Product Adoption, and Fueling Revenue Growth at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers businesses to achieve operational excellence through cutting‑edge, integrated testing, certification, and technical services solutions. Since 1996, we have helped organizations across the food, agriculture, and supply‑chain sectors streamline compliance, enhance product safety, and unlock new growth opportunities. With a global footprint and a dedicated team of over 800 professionals, brighthush is committed to delivering measurable value to our clients through innovation, data‑driven insights, and a relentless focus on customer success.

As a remote‑first company, brighthush embraces flexibility, collaboration, and a culture of continuous learning. Our distributed teams work across the United States, with a strong emphasis on the Eastern Time Zone, enabling seamless communication and support for our clients worldwide. If you are passionate about building lasting relationships, driving adoption, and turning data into actionable insights, brighthush offers the dynamic environment and growth trajectory you’ve been searching for.

Why Join brighthush?

• Impactful Work – Own a portfolio of high‑value client accounts and directly influence retention, renewal, and expansion.
• Remote Flexibility – Work from anywhere in the United States while staying connected to a vibrant, collaborative culture.
• Career Growth – Accelerate your career through mentorship, cross‑functional projects, and leadership development programs.
• Innovative Culture – Thrive in an environment that rewards curiosity, experimentation, and continuous improvement.
• Competitive Compensation & Perks – Receive a comprehensive benefits package, including health, dental, vision, 401(k) matching, paid time off, and professional development allowances.

Role Overview

As the Senior Remote Customer Success Manager at brighthush, you will be the trusted advisor for a curated portfolio of client accounts. Your day‑to‑day activities will revolve around fostering strong relationships, ensuring product adoption, and driving revenue growth through renewals and upsells. You will act as the bridge between our clients and the internal teams that build and support our solutions, ensuring that every touchpoint delivers value and reinforces the partnership.

Key Responsibilities

• Client Relationship Stewardship – Serve as the primary point of contact for assigned accounts, building rapport with C‑suite executives, product owners, and operational leaders.
• Strategic Account Planning – Develop comprehensive account and success plans that align with each client’s business objectives, risk profile, and growth potential.
• Proactive Health Monitoring – Utilize health scoring models and usage analytics to identify at‑risk accounts early, and collaborate with the Retention Team to mitigate churn.
• Renewal & Expansion Leadership – Own the renewal process, ensuring accurate documentation, pricing, and contractual terms, while identifying upsell opportunities that deliver additional value.
• Quarterly Business Reviews (QBRs) – Conduct data‑rich QBRs that showcase adoption metrics, ROI, and strategic next steps, reinforcing the partnership’s success.
• Onboarding & Adoption Champion – Guide new clients through onboarding, training, and ongoing platform usage, ensuring they realize value quickly and consistently.
• Feedback Loop Facilitator – Capture client insights, pain points, and feature requests, and relay them to Product, Engineering, and Support teams to drive continuous improvement.
• Cross‑Functional Collaboration – Partner with Sales, Support, Product, and Revenue Operations to deliver a seamless client experience and maintain accurate forecasting.
• Data‑Driven Reporting – Maintain meticulous account records in Salesforce, track key metrics (NPS, churn, adoption rates), and provide actionable insights to leadership.
• Process Optimization – Identify bottlenecks in customer success workflows and propose enhancements that increase efficiency and client satisfaction.

Success Metrics & Impact

In this role, your performance will be measured by a combination of quantitative and qualitative metrics that reflect both client satisfaction and business impact:

• Net Promoter Score (NPS) – Maintain an average NPS of 70+ across your portfolio.
• Renewal Rate – Achieve a renewal rate of 95% or higher.
• Upsell & Expansion Revenue – Drive at least 20% of total account revenue through upsells and expansions.
• Adoption Rate – Ensure 80% of key features are actively used by each client within the first 90 days.
• Client Health Score – Keep the average health score above 8.5/10 across all accounts.

Essential Qualifications

• 3+ years of experience in customer success, account management, or a client‑facing role within a SaaS or subscription‑based industry.
• Proven track record of managing a diverse portfolio of accounts, balancing competing priorities while delivering measurable results.
• Strong relationship‑building and communication skills, with the ability to influence stakeholders at all levels.
• Analytical mindset: comfortable leveraging data to identify risk, uncover opportunities, and drive decision‑making.
• Proactive, organized, and detail‑oriented approach to account management, with a passion for continuous improvement.
• Hands‑on experience with Salesforce CRM (or equivalent) and proficiency in using dashboards, reports, and data visualization tools.
• Excellent written and verbal communication skills in English.

Preferred Qualifications

• Experience in the food, agriculture, or supply‑chain technology space.
• Knowledge of compliance, certification, or testing processes.
• Background in data analytics or business intelligence.
• Experience working in a remote, distributed team environment.
• Certifications such as Certified Customer Success Manager (CCSM) or similar.

Core Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strategic thinking and the ability to translate business goals into actionable plans.
• Strong analytical and problem‑solving skills.
• Excellent project management and organizational abilities.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Team player who thrives in cross‑functional collaboration.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Success Manager, you will:

• Participate in leadership development programs that prepare you for senior roles such as Director of Customer Success or VP of Client Experience.
• Engage in continuous learning through internal workshops, industry conferences, and access to online learning platforms.
• Collaborate with product and engineering teams to influence roadmap decisions, giving you a direct impact on the product you support.
• Take ownership of high‑impact projects that span multiple departments, sharpening your cross‑functional leadership skills.

Work Environment & Culture at brighthush

Our remote culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Weekly virtual team huddles and monthly all‑hands meetings to keep everyone aligned.
• Open communication channels via Slack, Teams, and video conferencing.
• A culture that celebrates wins, learns from failures, and encourages experimentation.
• Flexible work hours that respect work‑life balance while ensuring client needs are met.
• Inclusive environment that values diverse perspectives and fosters belonging.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off (vacation, sick leave, and holidays).
• Professional development stipend.
• Wellness programs and mental health resources.
• Remote work stipend to support home‑office setup.

How to Apply

If you’re ready to take your customer success career to the next level, we’d love to hear from you. Submit your application through the link below and join a team that values innovation, collaboration, and a relentless focus on client success.

Apply to this Remote Customer Success Manager position at brighthush

Conclusion

At brighthush, you’ll be part of a mission‑driven organization that transforms how businesses manage compliance, safety, and operational excellence. As a Senior Remote Customer Success Manager, you’ll play a pivotal role in ensuring our clients achieve their goals, while driving revenue growth and shaping the future of our product suite. If you thrive in a fast‑moving, data‑centric environment and are passionate about building lasting client relationships, we encourage you to apply today and help us light the way for our customers.