Seasoned Remote West Region Property & Casualty Customer Success Champion – Broker Onboarding & Experience Lead – Driving Seamless Insurance Journeys for Small Businesses at brighthush

Welcome to brighthush – Where Insurance Meets Innovation

At brighthush, we’re redefining the commercial insurance experience for small and medium‑sized businesses across the United States. Founded in 2015, our mission is simple yet powerful: make insurance simple, accessible, and transparent so entrepreneurs can focus on building great businesses. We blend deep industry expertise with cutting‑edge technology to deliver commercial property, cyber, and general liability coverage that adapts to the evolving needs of modern enterprises.

Our culture is built on collaboration, continuous learning, and a relentless commitment to service excellence. As a fully remote organization, we empower our team members to work from anywhere while staying connected through a vibrant virtual community. If you’re passionate about insurance, technology, and helping people succeed, brighthush is the place where your expertise can make a real difference.

Position Overview

We’re looking for an energetic, detail‑oriented Remote West Region Property & Casualty Customer Success Champion to join our Customer Success team. In this role, you will be the frontline advocate for our broker partners and commercial clients, ensuring every interaction is seamless, informative, and supportive. You will play a pivotal role in onboarding new brokers, guiding them through our Broker Portal, and providing ongoing assistance to both brokers and end‑customers. Your deep knowledge of P&C insurance, combined with exceptional communication skills, will help us elevate the overall experience and drive customer satisfaction.

Key Responsibilities

• Product & Service Expertise: Master the full breadth of brighthush’s insurance offerings, including policy details, coverage options, and pricing structures, to confidently answer complex questions.
• Broker Onboarding Champion: Lead the onboarding journey for new broker partners, from initial contact through full integration into our Broker Portal, ensuring a smooth transition and high adoption rates.
• Portal Guidance: Provide step‑by‑step coaching on configuring and utilizing the brighthush Broker Portal, helping brokers optimize workflow and improve policy management efficiency.
• Customer Support Excellence: Resolve inquiries and issues for both brokers and end‑customers via email, chat, and phone, maintaining a high level of professionalism and empathy.
• Conversion & Upsell Support: Leverage your product knowledge to assist prospects during the purchase journey, highlighting relevant coverage options and demonstrating value to increase conversion rates.
• Service Level Achievement: Consistently meet or exceed defined Service Level Agreements (SLAs) for response times, resolution times, and customer satisfaction metrics.
• Cross‑Functional Collaboration: Work closely with the Insurance, Product, and Marketing teams to share insights, flag pain points, and contribute to product enhancements.
• Project Participation: Take on side projects as needed, such as process improvement initiatives, knowledge base updates, or customer journey mapping.
• Continuous Feedback Loop: Capture and communicate customer and broker feedback to product and engineering teams, driving iterative improvements.

Essential Qualifications

• P&C Insurance License: Must hold a valid Property & Casualty license in the state of employment.
• Broker Experience: Prior work with insurance brokers or agencies, understanding their workflow, challenges, and success metrics.
• High‑volume, fast‑paced support background, with proven ability to manage multiple concurrent tickets.
• Exceptional written and verbal communication skills, with a knack for simplifying complex insurance concepts.
• Organizational excellence: meticulous attention to detail and the ability to maintain accurate records under pressure.
• Adaptability: quick learner who thrives in a dynamic environment and embraces change.
• Project Management: adept at juggling several initiatives simultaneously while meeting deadlines.

Preferred Qualifications

• Experience in small commercial business insurance, including coverage for property, liability, and cyber risks.
• Bachelor’s degree in Business, Finance, Insurance, or a related field.
• Familiarity with CRM and ticketing systems such as Salesforce, Zendesk, or HubSpot.
• Previous exposure to SaaS or insurtech platforms, with a strong understanding of digital customer journeys.
• Knowledge of regulatory compliance and underwriting processes in the P&C space.

Core Skills & Competencies

• Customer‑centric mindset: always prioritizing the client’s needs and delivering value.
• Analytical thinking: diagnosing issues quickly and proposing effective solutions.
• Team collaboration: working seamlessly with cross‑functional teams to achieve shared goals.
• Time management: balancing high‑volume support with strategic initiatives.
• Tech proficiency: comfortable navigating multiple software platforms, including cloud‑based portals and communication tools.
• Problem‑solving: turning challenges into opportunities for improvement.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Customer Success Representative, you will have access to:

• Structured onboarding programs that cover insurance fundamentals, product knowledge, and customer success best practices.
• Regular training sessions on new product launches, regulatory updates, and emerging industry trends.
• Mentorship from senior Customer Success leaders and product managers.
• Clear career pathways to roles such as Senior Customer Success Manager, Customer Success Lead, or Product Specialist.
• Opportunities to contribute to product strategy, process optimization, and customer experience initiatives.

We encourage a culture of continuous learning, and you will be empowered to pursue certifications, attend industry conferences, and share insights with the broader team.

Work Environment & Company Culture

brighthush is a fully remote organization that values flexibility, autonomy, and collaboration. Our remote culture is supported by:

• Weekly virtual team huddles and cross‑departmental syncs.
• Monthly virtual social events, trivia nights, and wellness challenges.
• Access to a global network of peers and mentors through our internal community platform.
• Encouragement to maintain a healthy work‑life balance, with flexible scheduling and generous time‑off policies.
• Commitment to diversity, equity, and inclusion, fostering an environment where every voice is heard.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Competitive base salary aligned with industry standards for remote P&C Customer Success roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, vision, and dental coverage for you and your dependents.
• 401(k) plan with auto‑enrollment and matching contributions (100% of the first 3% and 50% of the next 3%).
• Paid time off: 20 vacation days, 12 company holidays, 8 floating days, 1 VTO (Volunteer Time Off), and unlimited sick time.
• Parental leave: 12 weeks 100% paid, plus a 2‑week gradual return.
• Choice of Mac or PC, with a stipend for home office setup.
• Monthly reimbursements for co‑working spaces, childcare, and wellness activities.
• Monthly ClassPass credit and quarterly wellness reimbursements.
• Access to health & wellness partners such as One Medical, Teladoc, Talkspace, Kindbody, and Health Advocate.
• Regular virtual events, happy hours, and team‑building activities.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping the insurance landscape. You will:

• Work with cutting‑edge technology that simplifies complex insurance processes.
• Impact the lives of entrepreneurs by ensuring they have the coverage they need to thrive.
• Collaborate with passionate professionals who value innovation, transparency, and customer success.
• Enjoy a flexible, remote work environment that supports your personal and professional growth.
• Benefit from a comprehensive benefits package designed to support your health, well‑being, and future.

We are excited to welcome a dedicated, customer‑focused individual who is ready to take on the challenge of driving success for our brokers and clients. If you are ready to make a tangible impact in the world of commercial insurance, we encourage you to apply today and become a vital part of the brighthush family.

Ready to apply? Click the link below to submit your application and join us on this exciting journey.

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