Senior Customer Service Manager – Enterprise Solutions & Account Leadership – Remote (USA) at brighthush

About brighthush

brighthush is a trailblazing cloud solutions provider that is redefining the trades industry through cutting‑edge technology and customer‑centric innovation. With a mission to empower service professionals worldwide, brighthush delivers end‑to‑end software that streamlines operations, enhances customer engagement, and drives measurable business growth. Our portfolio spans field service management, customer relationship management, and advanced analytics—all built on a scalable, secure cloud platform that adapts to the evolving needs of modern enterprises.

As a rapidly expanding company, brighthush is committed to fostering a culture of collaboration, continuous learning, and impact. We believe that our people are our greatest asset, and we invest heavily in their professional development, well‑being, and career progression. Whether you’re a seasoned industry veteran or a rising star, brighthush offers a dynamic environment where your ideas can shape the future of the trades sector.

Key Responsibilities

As the Senior Customer Service Manager for our Enterprise segment, you will be the linchpin between our high‑value clients and the internal teams that deliver the brighthush experience. Your role will blend strategic account oversight with hands‑on coaching, data‑driven insights, and proactive problem‑solving.

• Account Leadership: Own a portfolio of enterprise accounts, ensuring that each client receives personalized, high‑impact service that aligns with their business objectives.
• Data Analysis & Insight Generation: Leverage analytics tools to monitor key performance indicators, identify trends, and translate findings into actionable recommendations for both clients and internal stakeholders.
• Customer Coaching & Enablement: Conduct regular training sessions, workshops, and one‑on‑one coaching to empower clients to maximize the value of brighthush solutions.
• Project & Program Management: Coordinate cross‑functional initiatives—ranging from implementation projects to feature rollouts—ensuring timely delivery, budget adherence, and stakeholder satisfaction.
• Relationship Building: Serve as the primary point of contact for executive-level client relationships, building trust through transparent communication and consistent delivery of results.
• Continuous Improvement: Identify gaps in service delivery, propose process enhancements, and collaborate with product, engineering, and support teams to elevate the overall customer experience.
• Travel & On‑Site Engagement: Participate in client visits and on‑site engagements as needed, with travel limited to less than 15% of your time.

Essential Qualifications

• Minimum of 4 years of combined account and project management experience in a customer‑facing role.
• Proven track record of managing complex enterprise accounts, delivering measurable outcomes, and fostering long‑term client relationships.
• Strong multitasking and organizational skills, with the ability to juggle multiple high‑priority initiatives simultaneously.
• Advanced data analysis capabilities—proficiency in Excel, SQL, or similar tools to extract insights and drive decision‑making.
• Excellent written and verbal communication skills, with the ability to translate technical concepts into clear, actionable guidance for clients.
• Demonstrated ability to coach and mentor others, fostering a culture of continuous improvement and knowledge sharing.
• Experience working in a fast‑paced, technology‑driven environment, preferably within SaaS or cloud‑based solutions.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience in the trades, field service, or related industries, providing contextual understanding of client challenges.
• Background in data visualization tools (e.g., Tableau, Power BI) to create compelling dashboards for stakeholders.
• Project management certification (PMP, Prince2, or equivalent) or proven experience leading large‑scale initiatives.
• Prior exposure to remote work environments and virtual collaboration tools.
• Knowledge of compliance and regulatory frameworks relevant to enterprise clients.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align client goals with brighthush’s product roadmap.
• Analytical Acumen: Strong quantitative skills to interpret data, identify trends, and recommend actionable insights.
• Leadership & Influence: Proven ability to lead cross‑functional teams, influence decision‑makers, and drive consensus.
• Customer‑Obsessed Mindset: Passion for delivering exceptional service and turning client feedback into tangible improvements.
• Adaptability: Comfortable navigating ambiguity, shifting priorities, and evolving client needs.
• Technical Proficiency: Comfortable working with CRM systems, analytics platforms, and project management tools.
• Communication Excellence: Clear, concise, and persuasive communication across all levels of the organization.

Career Growth & Learning Opportunities

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

• Progress into senior leadership roles such as Director of Enterprise Customer Success or Head of Client Experience.
• Participate in our internal leadership development program, featuring mentorship, executive coaching, and rotational assignments.
• Access a robust learning ecosystem, including online courses, industry conferences, and internal knowledge hubs.
• Contribute to product strategy and roadmap discussions, ensuring that client insights shape the future of brighthush solutions.
• Earn certifications in project management, data analytics, or customer success to bolster your professional credentials.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Key highlights include:

• Fully remote work model with flexible hours, allowing you to balance professional commitments with personal life.
• Inclusive, diverse, and supportive team environment that values each individual’s unique perspective.
• Regular virtual town halls, hackathons, and cross‑team knowledge‑sharing sessions to keep the momentum high.
• Access to cutting‑edge technology and tools that empower you to deliver world‑class service.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent.

• Base Salary: USD 86,600 – 139,000 per year, commensurate with experience and performance.
• Bonus & Incentives: Performance‑based bonuses tied to client satisfaction, retention, and revenue targets.
• 401(k) Matching: Employer match up to 4% of your contributions.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Retirement Plan: Access to a robust retirement savings plan with company contributions.
• Parental Leave: Generous paid parental leave for new parents, ensuring a smooth transition.
• Additional perks such as remote work stipends, tech allowances, and employee discounts on brighthush products.

How to Apply

If you’re ready to lead enterprise customer success, drive impactful change, and grow your career with a forward‑thinking cloud solutions provider, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.