Senior Customer Success Manager – Americas (Remote) – Global Talent Platform Specialist – Champion Customer Success, Adoption & Expansion at brighthush

About brighthush

brighthush is more than a technology provider – it is a global movement that redefines how work is done. With a distributed workforce of over 500 professionals spanning 60+ countries, we empower businesses to hire, pay, and support talent from anywhere in the world. Our platform eliminates borders, removes friction from traditional hiring, and unlocks a truly global talent pool. Recognized as a top remote‑friendly employer and awarded B Corp status in 2023, brighthush is committed to building a 60 % female‑led, inclusive, and innovation‑driven culture that thrives on continuous learning and social impact. Every day, we are on a mission to create a more equal world—one global hire at a time.

Why Join brighthush?

At brighthush, you will be part of a forward‑thinking, fully remote organization that values autonomy, collaboration, and measurable impact. Our team is united by a shared commitment to customer success, celebrating every milestone—whether it’s a new feature launch, a customer win, or a personal achievement. We provide a flexible, supportive environment where you can grow your career, learn new skills, and make a tangible difference for our clients and the broader workforce.

Role Overview

As the Senior Customer Success Manager for the Americas, you will be the primary advocate for our customers, ensuring they derive maximum value from our platform. You will manage a portfolio of high‑value accounts, drive adoption, and collaborate cross‑functionally to solve complex challenges. Your work will directly influence customer satisfaction, retention, and expansion, while also shaping the future of our product roadmap. This role blends strategic account management, data‑driven advocacy, and operational excellence to create a seamless customer experience across the entire lifecycle.

Key Responsibilities

• Customer Relationship Management: Build and nurture long‑term relationships with a portfolio of customers across the Americas, ensuring high engagement and satisfaction.
• Health Case Ownership: Own and resolve customer health cases, proactively identifying risks and opportunities for improvement.
• Responsive Support: Respond to inquiries and requests within the success scope, delivering timely and effective solutions.
• Enablement & Adoption: Conduct product demos, enablement sessions, and escalation calls to drive adoption and address challenges.
• Escalation Management: Lead and collaborate with cross‑functional teams to resolve escalations and ensure customer satisfaction.
• Data‑Driven Advocacy: Leverage data insights to understand customer needs, advocate for them internally, and influence product and service improvements.
• Process Improvement: Identify opportunities to scale and improve customer success processes, contributing ideas and solutions to enhance overall customer health.
• Cross‑Functional Projects: Lead and participate in projects aimed at improving customer engagement and satisfaction.
• Internal Liaison: Serve as the primary point of contact for Sales, Support, Treasury, Product, and Marketing teams, prioritizing requests and ensuring alignment.
• Retention & Expansion: Collaborate with Sales to mitigate churn risk and identify upsell or cross‑sell opportunities.
• Continuous Learning: Stay abreast of product updates, industry trends, and best practices to better serve customers.

Essential Qualifications

• Minimum of 2 years of experience in Customer Success, Account Management, or a quota‑carrying role within a SaaS or technology company.
• Proven track record of managing multiple customer relationships and driving successful customer outcomes.
• Strong communication skills—both verbal and written—capable of building rapport and trust with diverse stakeholders.
• Analytical mindset with the ability to leverage data to drive insights and decision‑making.
• Experience collaborating across departments (Sales, Support, Product, Marketing) to achieve shared goals.
• Exceptional organizational skills and meticulous attention to detail.
• Passion for customer advocacy and a commitment to delivering exceptional service.
• Adaptability to thrive in a fast‑paced, dynamic environment with shifting priorities.
• Proficiency in English (written and spoken) is required.
• Reliable home internet connection and a suitable home office setup.

Preferred Qualifications

• Experience in the HR industry or with global talent solutions.
• Knowledge of compliance and regulatory frameworks related to remote employment.
• Experience with customer success platforms such as Gainsight, Totango, or similar tools.
• Fluency in a second language spoken in the Americas (Spanish, Portuguese, or French).

Skills & Competencies

• Strategic thinking and the ability to translate customer feedback into actionable insights.
• Strong problem‑solving skills and a proactive approach to risk mitigation.
• Excellent time‑management and the ability to juggle multiple priorities simultaneously.
• High emotional intelligence and the capacity to empathize with customers at all levels.
• Tech‑savvy mindset with comfort in using CRM, analytics, and collaboration tools.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a lifelong journey. As a Senior CSM, you will have access to a wealth of resources: monthly knowledge‑sharing sessions, mentorship programs, and a robust learning library covering product updates, industry trends, and soft‑skill development. Successful performers are often promoted to Senior CSM, Customer Success Leadership, or Product Management roles, giving you a clear path to advance your career within our organization. We also encourage cross‑functional movement, so you can explore opportunities in Sales, Product, or Operations if your interests evolve.

Work Environment & Culture

Our fully remote model means you can work from anywhere in the Americas, as long as you have a reliable internet connection and a suitable home office setup. We foster a culture of trust, transparency, and continuous improvement. Regular virtual town halls, team‑building events, and open‑door leadership sessions keep everyone connected and aligned. Diversity and inclusion are core to our values, and we celebrate the unique perspectives each team member brings. We also host quarterly virtual hackathons and innovation challenges that allow you to experiment with new ideas and collaborate across borders.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, brighthush offers a competitive base salary, performance‑based bonuses, and equity participation. We provide a comprehensive benefits package that includes health, dental, and vision coverage, a generous paid‑time‑off policy, and a flexible work‑from‑home stipend. Additional perks include access to wellness programs, a global learning stipend, and opportunities to attend industry conferences worldwide. We also offer a 401(k) match for U.S. employees, a retirement savings plan for all, and a company‑sponsored volunteer program that encourages giving back to local communities.

How to Apply

If you’re passionate about empowering businesses to unlock global talent and thrive in a fast‑paced, remote environment, we’d love to hear from you. Submit your application through our careers portal, and include a brief cover letter highlighting your experience in customer success and how you’ve driven measurable outcomes for your clients. Please also attach a résumé that showcases your achievements and any relevant certifications.

Join brighthush Today

Become a key player in a company that is reshaping the way the world works. As a Senior Customer Success Manager for the Americas, you will have the opportunity to influence product strategy, build lasting customer relationships, and grow your career in a culture that values autonomy, collaboration, and impact. Apply now and help us create a more equal world—one global hire at a time.