Senior Customer Success Coordinator – Managed Services & Client Engagement Lead – Driving Adoption, Retention, and Revenue Growth for Remote Teams in Cloud & Cybersecurity at brighthush

About brighthush

brighthush is a trailblazer in the managed services arena, redefining how businesses of all sizes harness the power of cloud, infrastructure, and cybersecurity solutions. Our mission is simple yet profound: empower organizations to unlock digital transformation while enjoying world‑class support that feels personal, proactive, and always on‑point. With a portfolio that spans SaaS, infrastructure, and cybersecurity, we partner with clients to streamline operations, reduce downtime, and accelerate growth.

Our culture is built on collaboration, curiosity, and an unwavering focus on customer success. We celebrate diversity, encourage continuous learning, and reward innovation. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic environment where your ideas can shape the future of technology services.

Why This Role Matters

As a Senior Customer Success Coordinator at brighthush, you become the linchpin between our managed services team and the clients we serve. Your expertise will help drive adoption of our solutions, ensure high levels of customer satisfaction, and ultimately contribute to the growth of our business. This is a unique opportunity to blend strategic thinking with hands‑on execution in a fast‑paced, remote‑first organization.

What You’ll Do

Client Onboarding & Adoption

• Lead the end‑to‑end onboarding process for new clients, ensuring a seamless transition from sales to implementation.
• Design adoption plans that align with each client’s business objectives and technical landscape.
• Conduct training sessions—both live and recorded—to empower users and reduce time‑to‑value.
• Build resource libraries that include playbooks, FAQs, and best‑practice guides.
• Coordinate with technical teams to customize onboarding workflows for complex environments.
• Track onboarding metrics and iterate processes to improve first‑month satisfaction scores.

Account Health & Retention

• Monitor key performance indicators (KPIs) such as usage metrics, renewal dates, and support ticket trends.
• Proactively identify at‑risk accounts and collaborate with sales and support to implement retention strategies.
• Conduct quarterly business reviews (QBRs) to assess progress and uncover upsell opportunities.
• Develop renewal playbooks that streamline the renewal process and reduce churn.
• Maintain a health scorecard for each account, providing real‑time visibility to stakeholders.

Cross‑Functional Collaboration

• Work closely with Product, Engineering, and Support to relay customer feedback and influence roadmap decisions.
• Coordinate troubleshooting efforts for complex issues, ensuring timely resolution and client satisfaction.
• Facilitate knowledge transfer between teams to maintain a unified view of customer health.
• Champion customer advocacy by gathering testimonials and case studies for marketing.
• Align with Finance on billing queries to ensure accurate invoicing and revenue recognition.

Data‑Driven Insights

• Analyze customer data to uncover patterns, recommend upsell opportunities, and report on success metrics to senior leadership.
• Develop dashboards that provide real‑time visibility into account health and adoption progress.
• Translate insights into actionable plans that drive measurable business outcomes.
• Conduct cohort analyses to identify high‑value segments and tailor engagement strategies.
• Present findings to executive teams, influencing strategic decisions.

Process Improvement

• Continuously refine customer success workflows to increase efficiency and reduce manual effort.
• Implement automation tools that streamline routine tasks and free up time for high‑value activities.
• Document best practices and share them across the organization.
• Lead process audits to identify bottlenecks and recommend solutions.
• Champion a culture of continuous improvement by encouraging experimentation and learning.

Thought Leadership

• Represent brighthush at industry events, webinars, and client conferences to showcase the impact of our managed services.
• Publish case studies and white papers that highlight success stories and innovative solutions.
• Engage with the broader community through speaking opportunities and thought‑leadership content.
• Contribute to internal knowledge bases by creating educational content for new hires.
• Stay ahead of industry trends and share insights with the team.

Team Leadership

• Mentor junior coordinators and provide coaching on customer engagement techniques.
• Foster a culture of continuous improvement by encouraging experimentation and learning.
• Lead by example in adopting new tools, processes, and best practices.
• Facilitate regular feedback loops to support professional growth.
• Coordinate cross‑team initiatives that align with company goals.

Essential Qualifications

• Minimum of 5 years of experience in customer success, account management, or a related field within the SaaS or managed services industry.
• Proven track record of driving customer adoption, retention, and expansion.
• Strong analytical skills with the ability to interpret data and translate insights into actionable plans.
• Excellent written and verbal communication skills; comfortable presenting to C‑level executives.
• Experience with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Self‑motivated, detail‑oriented, and able to thrive in a remote, fast‑moving environment.

Preferred Qualifications

• Background in IT infrastructure, cybersecurity, or cloud services.
• Experience managing a team of customer success professionals.
• Certifications such as Certified Customer Success Manager (CCSM) or Project Management Professional (PMP).
• Fluency in multiple languages is a plus.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with business objectives.
• Relationship Building – Skilled at building trust and rapport with clients at all levels.
• Problem Solving – Adept at diagnosing issues, proposing solutions, and driving resolution.
• Project Management – Comfortable juggling multiple initiatives, setting priorities, and meeting deadlines.
• Data Literacy – Proficient in SQL, Power BI, or Tableau to analyze customer metrics.
• Adaptability – Thrive in a dynamic environment where priorities shift quickly.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as expansive as the solutions we deliver. As a Senior Customer Success Coordinator, you will:

• Progress to a Customer Success Manager or Director role, overseeing larger accounts and a broader team.
• Lead cross‑functional initiatives that shape product strategy and service delivery.
• Participate in leadership development programs, mentorship, and industry conferences.
• Access a curated library of courses, certifications, and workshops to deepen your expertise in cloud technologies, customer experience, and data analytics.
• Earn recognition through internal awards and public speaking opportunities.

Work Environment & Culture

Our remote‑first model means you can work from anywhere while staying connected to a vibrant, collaborative community. We emphasize:

• Transparent communication through weekly all‑hands meetings and real‑time collaboration tools.
• Inclusive decision‑making, where every voice is heard and valued.
• Work‑life balance, with flexible hours and generous paid time off.
• Regular team‑building activities, virtual coffee chats, and quarterly in‑person retreats.
• Access to a global network of peers and mentors.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning resources.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Wellness programs, mental health support, and employee assistance programs.
• Monthly tech stipend for home office upgrades.
• Annual company‑wide hackathon and innovation challenge.

How to Apply

Ready to make a tangible impact on customer success and help shape the future of managed services? Submit your resume and a cover letter that highlights your experience in driving adoption, retention, and growth. Tell us why you’re excited about the opportunity to join brighthush and how you can contribute to our mission.

Join brighthush Today

We’re looking for a passionate, results‑driven Senior Customer Success Coordinator who thrives on building lasting relationships and turning data into action. If you’re ready to elevate the customer experience, collaborate with a talented team, and grow your career in a forward‑thinking organization, we want to hear from you.

Apply now and become a key player in the next chapter of brighthush’s success story.