Senior Customer Success Manager – Americas (Remote) – Championing Growth, Retention, and Advocacy for Global HR‑Tech Solutions at brighthush

About brighthush

brighthush is a trailblazing global HR‑Tech platform that empowers organizations to hire, onboard, pay, and retain remote teams with unmatched simplicity and compliance across more than 150 countries. By blending cutting‑edge technology with deep industry expertise, we deliver an all‑in‑one solution that streamlines payroll, benefits, compliance, and workforce management. Our mission is clear yet ambitious: to make remote work seamless, scalable, and secure for companies of every size—from nimble startups scaling into new markets to Fortune 500 enterprises expanding their global footprint.

Why This Role Matters

In a world where remote work is no longer optional, the success of our customers directly fuels brighthush’s growth. As the primary voice of the customer, you will shape the future of our platform, influence product strategy, and build lasting relationships that translate into measurable business outcomes. Your work will help thousands of organizations build high‑performing, distributed teams that transcend borders.

Role Overview

We are looking for an experienced Senior Customer Success Manager to lead the Americas team in a fully remote capacity. In this role you will own the entire client lifecycle—from onboarding to renewal—ensuring that our customers not only achieve their business objectives but also become passionate advocates for brighthush. You will collaborate closely with Sales, Product, Marketing, and Support to deliver a world‑class experience that drives retention, upsell, and expansion.

Key Responsibilities

• Client Relationship Management: Build and nurture long‑term relationships with C‑suite executives, HR leaders, and finance teams, becoming a trusted advisor on all aspects of remote workforce management.
• Retention & Expansion: Drive renewal rates and identify upsell opportunities by demonstrating tangible value and ROI.
• Value Optimization: Conduct regular health checks, usage reviews, and ROI analyses to surface growth opportunities and ensure customers are fully leveraging the platform.
• Onboarding & Enablement: Lead comprehensive onboarding programs that accelerate time‑to‑value for new customers, including training, best‑practice workshops, and success playbooks.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Support to ensure a seamless customer journey and to relay customer insights that inform product development.
• Data‑Driven Insights: Leverage analytics tools to track KPIs, forecast churn, and inform proactive outreach, turning data into actionable strategies.
• Customer Advocacy: Gather testimonials, case studies, and reference materials that showcase success stories, and help customers become brand ambassadors.
• Continuous Improvement: Identify process gaps and recommend enhancements to the Customer Success framework, driving operational excellence.

Essential Qualifications

• Minimum of 5 years of experience in Customer Success, Account Management, or a related role within the HR‑Tech, payroll, or global employment space.
• Proven track record of managing the full client lifecycle, from onboarding to renewal, with measurable success in retention and expansion.
• Strong analytical mindset with the ability to interpret data, identify trends, and translate insights into actionable strategies.
• Excellent communication skills—both written and verbal—across all levels of an organization.
• Comfortable working within US Eastern Time hours to support a geographically diverse client base.
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Experience with remote work culture and a deep understanding of the challenges and opportunities it presents.

Preferred Qualifications

• Background in a SaaS or enterprise software environment with a focus on HR‑Tech or payroll solutions.
• Experience leading or mentoring a Customer Success team.
• Knowledge of global employment regulations, compliance frameworks, and cross‑border payroll intricacies.
• Fluency in additional languages (Spanish, Portuguese, French) is a plus.
• Certified Customer Success Manager (CCSM) or similar credential.

Skills & Competencies

• Strategic Thinking: Ability to align customer goals with brighthush’s product roadmap.
• Problem‑Solving: Quick, creative solutions to complex customer challenges.
• Project Management: Manage multiple client initiatives simultaneously while meeting deadlines.
• Empathy & Emotional Intelligence: Understand client pain points and respond with genuine care.
• Data Literacy: Comfortable working with spreadsheets, dashboards, and data visualization tools.
• Collaboration: Thrive in a cross‑functional, fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, continuous learning fuels both personal and professional growth. As a Senior Customer Success Manager you will:

• Participate in leadership development programs that sharpen strategic thinking and influence skills.
• Attend industry conferences, webinars, and workshops to stay ahead of HR‑Tech trends.
• Collaborate with product teams to shape the roadmap, giving you a direct impact on the future of our platform.
• Mentor junior team members, building a culture of knowledge sharing and mentorship.
• Explore lateral moves into Product Management, Sales Enablement, or Global Expansion roles.

Work Environment & Company Culture

brighthush is built on the principles of flexibility, transparency, and innovation. Our remote‑first culture means:

• Fully remote work from anywhere in Canada (and beyond), with a flexible schedule that respects work‑life balance.
• Weekly virtual town halls and monthly all‑hands meetings to keep everyone aligned.
• A collaborative environment where ideas are valued and cross‑functional teamwork is the norm.
• Regular virtual team‑building events, hackathons, and wellness initiatives.
• A commitment to diversity, equity, and inclusion—ensuring every voice is heard and respected.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior Customer Success roles in the Americas.
• Performance‑based bonuses tied to retention, expansion, and customer satisfaction metrics.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• 401(k) matching program for Canadian employees.
• Unlimited learning budget for courses, certifications, and conferences.
• Equity or stock‑option program to share in the company’s long‑term success.
• Flexible work hours and remote work stipend to support home‑office setup.

Why brighthush?

Joining brighthush means becoming part of a mission‑driven team that is redefining how the world works. You’ll:

• Work with cutting‑edge technology that is shaping the future of remote work.
• Collaborate with passionate, high‑performing professionals who are committed to excellence.
• Influence product decisions that directly impact millions of remote workers worldwide.
• Enjoy a culture that values autonomy, creativity, and continuous improvement.

How to Apply

If you’re ready to take your Customer Success career to the next level and help organizations worldwide unlock the full potential of their remote teams, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

Apply now and join brighthush in building the future of work—one remote team at a time.