Seasoned Senior Customer Success Advocate – Remote Growth Champion – Driving Customer Delight, Continuous Improvement, and Strategic Partnerships at brighthush

About brighthush

brighthush is a trailblazing SaaS provider that empowers businesses across the United States to streamline operations, elevate customer experiences, and unlock data‑driven insights. With a mission rooted in innovation, integrity, and relentless customer focus, we deliver cloud‑native solutions that help our clients stay ahead in a fast‑moving digital landscape. Our culture is built on collaboration, continuous learning, and a shared commitment to excellence. As a fully remote organization, brighthush offers the freedom to work from anywhere while fostering a vibrant community through virtual events, mentorship programs, and regular town‑hall meetings. We believe that every team member is a catalyst for change, and we celebrate the impact of each individual on our collective success.

Position Overview

We are seeking an experienced Senior Customer Success Advocate to join our remote customer success team. In this role, you will be the primary voice for our most valued customers, handling inquiries across phone, live chat, and ticketing systems, and resolving complex cases with empathy, patience, and sound judgment. You will play a pivotal role in shaping the customer experience, driving satisfaction, and contributing to the continuous improvement of our support processes. If you thrive in a fast‑paced, data‑driven environment and enjoy turning challenges into opportunities, brighthush invites you to apply.

Key Responsibilities

• Customer Advocacy: Serve as the primary point of contact for high‑priority customer inquiries, ensuring timely and accurate resolution across phone, live chat, and ticketing platforms.
• Root Cause Analysis: Analyze complex issues, identify root causes, and collaborate with cross‑functional teams (Engineering, Product, Sales, and Marketing) to implement effective solutions.
• Documentation Excellence: Document all interactions in the CRM system with clear, concise, and actionable notes that support knowledge sharing and future case handling.
• Product Mastery: Maintain a deep understanding of brighthush’s product suite, service offerings, and industry trends to provide expert guidance to customers.
• Feedback Loop: Proactively identify patterns in customer feedback and work with product and engineering teams to drive enhancements that improve user experience.
• Team Leadership: Mentor and coach junior team members, sharing best practices, troubleshooting techniques, and customer‑centric communication strategies.
• Performance Tracking: Track and report on key performance indicators (KPIs) such as first‑contact resolution, average handle time, customer satisfaction (CSAT), and net promoter score (NPS).
• Process Improvement: Participate in continuous improvement initiatives, including process mapping, workflow optimization, and the development of knowledge‑base articles.
• Training & Onboarding: Contribute to the creation and maintenance of training materials, onboarding programs, and internal documentation for the support team.
• Industry Awareness: Stay current with industry best practices, emerging technologies, and regulatory changes that impact customer support and data security.

Essential Qualifications

• Minimum of 5 years of experience in a customer support or advocacy role, preferably within a technology or SaaS environment.
• Proven track record of handling complex, high‑volume customer cases with a focus on resolution and satisfaction.
• Excellent verbal and written communication skills, with the ability to translate technical concepts into clear, customer‑friendly language.
• Strong analytical mindset and problem‑solving abilities, including the capacity to diagnose issues, propose solutions, and follow through to resolution.
• Experience using CRM systems (e.g., Salesforce, HubSpot, Zendesk) and ticketing platforms, with a keen eye for data entry accuracy and documentation.
• Self‑motivated, highly organized, and able to manage multiple priorities in a remote work environment.
• Demonstrated ability to collaborate effectively with cross‑functional teams and influence outcomes.
• High level of professionalism, integrity, and a genuine passion for delivering exceptional customer experiences.

Preferred Qualifications

• Experience in a senior or lead support role, with a history of coaching and developing team members.
• Knowledge of customer success metrics and the ability to use data to drive improvements.
• Familiarity with agile methodologies and participation in sprint planning or retrospectives.
• Technical proficiency in troubleshooting software, APIs, and integration points.
• Experience with customer success platforms such as Gainsight or Totango.
• Background in a regulated industry (e.g., healthcare, finance) where data privacy and compliance are paramount.

Key Skills & Competencies

• Customer‑Centric Mindset: A deep commitment to understanding and advocating for the customer’s needs.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Problem Solving: Ability to dissect complex issues and devise actionable solutions.
• Collaboration: Strong teamwork skills and the capacity to influence stakeholders across departments.
• Adaptability: Comfortable with change, learning new tools, and adjusting to evolving processes.
• Time Management: Efficiently prioritize tasks and manage time in a remote setting.
• Technical Aptitude: Comfortable navigating CRM systems, knowledge bases, and basic troubleshooting.
• Data‑Driven Decision Making: Use metrics and analytics to inform actions and measure success.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Advocate, you will have access to a range of professional development resources, including:

• Leadership training programs that prepare you for future managerial roles.
• Mentorship from senior leaders across the organization.
• Access to industry conferences, webinars, and certification courses.
• Regular performance reviews that align your career goals with company objectives.
• Opportunities to transition into product management, customer success leadership, or technical support engineering.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You will enjoy:

• Flexible work hours that accommodate your personal rhythm.
• Weekly virtual coffee chats and monthly town‑hall meetings to stay connected.
• A collaborative environment where ideas are valued and innovation is encouraged.
• Inclusive policies that celebrate diversity and foster belonging.
• Regular team‑building activities, both virtual and in‑person, to strengthen relationships.

Compensation & Benefits

Base Salary: $55,000–$68,000 per year, commensurate with experience and qualifications. Bonuses: Individual and company bonuses up to 10% each, rewarding performance and impact. Health & Wellness: Comprehensive health, dental, and vision plans, including telehealth options. Retirement: 401(k) plan with up to 6% company match. Paid Time Off: 40 days of PTO annually, plus paid holidays and sick leave. Home‑Office Stipend: $200 per month to support your remote workspace. Additional Perks: Unlimited learning budget, wellness stipend, and access to a digital library of industry resources.

How to Apply

Ready to take the next step in your career and help shape the future of customer advocacy at brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and customer success.

Apply to this job at brighthush

Why brighthush?

At brighthush, you will not only be part of a growing company but also a community that celebrates every win, learns from every challenge, and continuously pushes the boundaries of what’s possible. Your expertise will directly influence the satisfaction of thousands of customers, and your growth will be supported by a culture that champions learning, innovation, and work‑life balance. Join us and help us create brighter, more efficient experiences for our clients and their customers.