Senior Customer Success Coordinator – Managed Services & Client Engagement Specialist – Driving Adoption, Retention, and Growth for Remote Teams

About brighthush

At brighthush, we’re redefining what it means to deliver world‑class managed services in the cloud. Our mission is simple: empower businesses of all sizes to harness the full potential of technology while enjoying unparalleled customer support. With a portfolio that spans SaaS, infrastructure, and cybersecurity solutions, we partner with clients to streamline operations, reduce downtime, and accelerate digital transformation.

Our culture is built on collaboration, curiosity, and a relentless 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, you will be 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.

Key Responsibilities

• Client Onboarding & Adoption: Lead the end‑to‑end onboarding process for new clients, ensuring a smooth transition from sales to implementation. Develop adoption plans, conduct training sessions, and create resource libraries that help customers realize value quickly.
• 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 the sales and support teams to implement retention strategies.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Support to relay customer feedback, influence roadmap decisions, and troubleshoot complex issues.
• Data‑Driven Insights: Analyze customer data to uncover patterns, recommend upsell opportunities, and report on success metrics to senior leadership.
• Process Improvement: Continuously refine customer success workflows, documentation, and automation tools to increase efficiency and reduce manual effort.
• Thought Leadership: Represent brighthush at industry events, webinars, and client conferences. Share best practices and case studies that showcase the impact of our managed services.
• Team Leadership: Mentor junior coordinators, provide coaching on customer engagement techniques, and foster a culture of continuous improvement.

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 Excel, SQL, or BI tools 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.

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.

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.

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.