Senior Customer Success & Account Executive – 100% Remote – Champion Client Growth & Satisfaction in SaaS Time Tracking & Productivity Solutions at brighthush

About brighthush

brighthush is a trailblazing SaaS company that has redefined how teams track time, manage projects, and unlock productivity. With a global footprint that spans North America, Latin America, and Europe, we empower thousands of businesses—from solo freelancers to Fortune 500 enterprises—to streamline workflows, reduce administrative overhead, and make data‑driven decisions that accelerate growth. Founded in the United States and operating with a distributed team that includes partners and engineers in Argentina, brighthush thrives on a product‑first mindset. Our platform is engineered for speed, reliability, and an intuitive user experience, and we continuously iterate based on real‑world feedback from our vibrant community of users.

At brighthush, we believe that the customer experience is the heart of our success. Every interaction, from onboarding to support, is an opportunity to build trust, demonstrate value, and uncover new avenues for growth. That’s why we’re looking for a passionate, tech‑savvy Customer Success & Account Executive to join our remote team and help shape the future of productivity software.

Why This Role Matters

As a Customer Success & Account Executive, you will be the bridge between our product and the people who use it. Your work will directly influence customer satisfaction scores, renewal rates, and upsell opportunities. You’ll collaborate with product, engineering, and marketing teams to translate user insights into actionable improvements, while also driving revenue through strategic account management. In short, you’ll be the catalyst that turns happy customers into brand advocates and revenue generators.

Key Responsibilities

• Customer Support Excellence: Respond to inquiries via email, chat, and social media with timely, accurate, and empathetic solutions. Escalate complex issues to the appropriate internal teams and follow up until resolution.
• Content Creation & Knowledge Management: Author clear, engaging support articles, tutorials, and knowledge‑base posts that empower users to self‑serve and maximize platform value. Continuously update content to reflect new features and best practices.
• Live Demonstrations & Training: Conduct 1:1 online demos, client training sessions, and webinars to onboard new users and showcase advanced features. Record sessions for future reference and create companion materials.
• Opportunity Identification: Monitor usage patterns and customer feedback to spot upsell and cross‑sell opportunities. Collaborate with the sales team to craft tailored proposals and close deals.
• Issue Escalation & Troubleshooting: Work closely with the development team to diagnose and resolve technical issues, ensuring a seamless experience for all users. Provide detailed bug reports and user‑friendly explanations.
• Product Feedback Loop: Present customer insights and pain points to the product team, influencing roadmap decisions and feature prioritization. Advocate for the customer voice in every stage of product development.
• Customer Satisfaction Projects: Participate in cross‑functional initiatives aimed at improving Net Promoter Score (NPS), churn rates, and overall customer health. Lead or support projects that drive measurable improvements.
• Account Management: Build long‑term relationships with key stakeholders, serving as the primary point of contact for account health and renewal discussions. Conduct quarterly business reviews and strategic planning sessions.
• Data‑Driven Reporting: Track and analyze support metrics, customer health scores, and revenue impact to inform strategy and demonstrate ROI. Create dashboards and regular reports for leadership.
• Community Building: Foster a vibrant user community through forums, user groups, and social media. Encourage peer‑to‑peer support and gather community‑generated insights.

Essential Qualifications

• Language Proficiency: Bilingual in English (native or fluent) and Portuguese (conversational). Strong written and verbal communication skills are essential.
• Organizational Excellence: Demonstrated ability to manage multiple priorities, deadlines, and stakeholders in a fast‑paced environment.
• Tech, Marketing, or Design Background: Current or recent studies in technology, marketing, UX/UI design, or a related field. A passion for product innovation is a must.
• Professional Experience: Minimum of one year in a customer support, account management, or related role within a SaaS or tech company.
• Problem‑Solving Mindset: Ability to diagnose issues, think critically, and propose creative solutions that align with business goals.
• Customer‑Centric Attitude: A genuine desire to help users succeed and a knack for turning challenges into opportunities.

Preferred Qualifications

• Experience with time‑tracking or productivity tools.
• Familiarity with CRM systems (e.g., HubSpot, Salesforce) and help‑desk platforms (e.g., Zendesk, Intercom).
• Knowledge of data analytics tools (e.g., Google Analytics, Mixpanel) to interpret usage metrics.
• Experience in a product‑led growth environment where customer feedback directly shapes roadmap decisions.
• Previous exposure to remote work culture and distributed teams.
• Certifications in customer success, SaaS metrics, or related fields.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help users succeed and a knack for turning challenges into opportunities.
• Communication: Clear, concise, and persuasive communication across written and verbal channels.
• Technical Aptitude: Comfortable navigating SaaS products, troubleshooting issues, and explaining technical concepts to non‑technical audiences.
• Analytical Thinking: Ability to interpret data, identify trends, and translate insights into actionable recommendations.
• Collaboration: Proven track record of working effectively with cross‑functional teams, including product, engineering, and marketing.
• Adaptability: Thrives in a dynamic environment, quickly learning new tools, processes, and industry trends.
• Time Management: Efficiently prioritizes tasks, manages calendars, and meets deadlines without compromising quality.
• Strategic Vision: Ability to see the big picture while paying attention to detail, aligning customer success initiatives with business goals.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Customer Success & Account Executive, you’ll have access to:

• Mentorship from senior leaders and product experts who guide your professional journey.
• Regular training sessions on product updates, industry best practices, and soft‑skill development.
• Opportunities to transition into product management, sales, or marketing roles based on your interests and performance.
• Participation in hackathons, innovation sprints, and cross‑team projects that broaden your skill set.
• Annual learning stipend to attend conferences, workshops, or pursue certifications that align with your career goals.
• Access to a global network of peers, thought leaders, and industry influencers through internal communities and external events.

Work Environment & Culture

brighthush champions a culture of transparency, autonomy, and continuous improvement. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly all‑hands video calls to share updates and celebrate wins.
• Monthly virtual team‑building events and quarterly in‑person retreats.
• Open communication channels via Slack, Teams, and project management tools.
• A commitment to work‑life balance, with flexible hours and generous vacation policies.
• Inclusive hiring practices that celebrate diversity and foster belonging.
• Regular pulse surveys and feedback loops that empower employees to shape the workplace.

Compensation & Perks

While specific salary ranges vary based on experience, we offer competitive USD compensation aligned with industry standards. In addition to your base salary, you’ll enjoy:

• Full‑time remote work with a stipend for home‑office setup.
• Access to a co‑working space in Argentina for occasional in‑person collaboration.
• Health and wellness benefits, including gym memberships and wellness programs.
• Monthly meal vouchers, professional development courses, and a generous PTO policy.
• Equity options and performance‑based bonuses to reward your impact.
• Regular team events, hackathons, and community outreach initiatives.
• Comprehensive insurance coverage, including medical, dental, and vision plans.
• Flexible work hours and a results‑oriented performance model.

How to Apply

If you’re excited to help customers thrive, drive product adoption, and shape the future of productivity software, we’d love to hear from you. Submit your resume, a brief cover letter highlighting your relevant experience, and any portfolio pieces or case studies that showcase your customer success or account management achievements.

Join brighthush and become part of a mission‑driven team that values innovation, collaboration, and the relentless pursuit of customer delight.

Ready to make an impact? Apply Now and start your journey with brighthush today!

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