Senior Customer Success Manager – Americas (Remote & Global Talent Solutions) – Champion Global Workforce Success & Drive Customer Growth at brighthush
Welcome to brighthush – The Future of Global Talent Management
In a world where talent knows no borders, brighthush is redefining how companies build, manage, and compensate teams across the globe. By unifying Employer of Record (EOR), contractor management, direct employment, and corporate spend cards into one intuitive platform, we empower businesses to assemble truly global teams while giving workers in emerging markets the financial tools and opportunities they deserve. Trusted by industry leaders worldwide, brighthush serves over 800 customers in more than 150 countries and is backed by top‑tier investors who share our vision for a borderless workforce.
Why brighthush?
Talent is the most valuable asset a company can possess, yet many organizations still struggle to tap into the full potential of global talent pools. brighthush eliminates the friction of cross‑border hiring with a compliant, cost‑effective, and data‑driven solution. Our platform is built on a foundation of trust, transparency, and actionable insights, enabling customers to scale teams rapidly while maintaining full control over compliance, payroll, and spend.
Role Overview
As brighthush expands into the U.S. and broader Americas market, we are seeking a passionate, results‑oriented Senior Customer Success Manager to become the strategic partner for our North American customers. This role is open to candidates worldwide, provided they can work U.S. Eastern Time (EST) hours. You will be the voice of the customer, ensuring that every client not only adopts our platform but also realizes measurable business value. Your influence will shape product enhancements, drive retention, and unlock upsell opportunities, directly impacting the growth trajectory of brighthush.
Key Responsibilities
- Strategic Onboarding & Adoption: Lead new customers through a customized onboarding journey, ensuring rapid adoption of brighthush’s EOR, contractor, and spend card features. Collaborate with Product and Engineering to tailor onboarding flows for high‑value accounts.
- Relationship Management: Build and nurture long‑term partnerships with C‑suite executives, HR leaders, and finance teams. Act as a trusted advisor, providing insights on workforce strategy, compliance, and cost optimization.
- Customer Advocacy: Serve as the primary point of contact for escalations, proactively addressing concerns and ensuring swift resolution. Champion the customer’s voice across internal teams.
- Account Health & Growth: Monitor key health metrics (NPS, renewal rates, usage depth) and identify opportunities for expansion. Develop quarterly business reviews that highlight ROI, cost savings, and strategic impact.
- Insight‑Driven Feedback: Collect, analyze, and synthesize customer feedback to inform product roadmap decisions. Translate user stories into actionable requirements for Product and Engineering.
- Retention & Upsell Leadership: Drive customer loyalty through proactive engagement, renewal planning, and cross‑sell of additional brighthush services (e.g., advanced spend analytics, global payroll). Achieve or exceed quarterly expansion targets.
- Cross‑Functional Collaboration: Partner with Sales, Operations, Product, and Engineering to deliver a cohesive customer experience. Facilitate knowledge transfer and ensure alignment on customer priorities.
- Value Optimization: Quantify and communicate the financial and operational value of brighthush’s platform to stakeholders. Develop case studies and ROI calculators that showcase tangible benefits.
Essential Qualifications
- Minimum 5 years of experience in Customer Success, Account Management, or a related role, preferably within EOR, HR‑Tech, payroll, or global employment platforms.
- Proven track record of owning the full client lifecycle—from onboarding through renewal and expansion—demonstrating a holistic approach to customer success.
- Exceptional interpersonal and communication skills, with the ability to influence at all levels of an organization.
- Strong analytical mindset: adept at interpreting data, deriving insights, and making data‑driven decisions.
- Demonstrated ability to manage multiple accounts and priorities in a fast‑paced, high‑growth environment.
- Comfortable working U.S. Eastern Time (EST) hours, regardless of geographic location.
Preferred Qualifications
- Experience in SaaS or HR/Payroll/Global Employment solutions, with a deep understanding of compliance, tax, and labor regulations.
- Background in consulting or strategy, providing a consultative mindset for complex customer challenges.
- Proficiency with CRM and CS tools (e.g., Salesforce, Gainsight, HubSpot) and data visualization platforms (e.g., Tableau, Looker).
- Fluency in English; additional languages are a plus given our global customer base.
- Prior experience working with enterprise clients (10,000+ employees) and managing large‑scale implementations.
Skills & Competencies
- Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s product roadmap.
- Customer‑Centric Mindset: Passion for delivering exceptional experiences and turning challenges into opportunities.
- Project Management: Skilled at coordinating cross‑functional initiatives, setting timelines, and ensuring deliverables.
- Data Literacy: Comfortable working with metrics, dashboards, and reporting tools to track performance.
- Problem Solving: Creative and analytical approach to troubleshooting and resolving complex issues.
- Collaboration: Strong teamwork skills, fostering open communication across departments.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as our product. As a Senior Customer Success Manager, you will:
- Lead high‑impact initiatives that shape the future of global talent management.
- Mentor junior CS team members, building a culture of continuous improvement.
- Participate in cross‑functional projects that expose you to product development, sales strategy, and operations.
- Access a robust learning ecosystem: internal workshops, industry conferences, and a generous budget for external certifications.
- Clear promotion paths to Customer Success Director, Head of Customer Success, or even product leadership roles.
Work Environment & Culture at brighthush
We believe that a vibrant, inclusive culture fuels innovation. At brighthush, you’ll experience:
- A distributed, remote‑first workplace that values flexibility and work‑life balance.
- Regular virtual town halls, hackathons, and “Ask Me Anything” sessions with founders.
- A commitment to diversity, equity, and inclusion, with employee resource groups and mentorship programs.
- Collaborative tools and an open communication style that encourages idea sharing.
- Annual retreats and quarterly team‑building events to strengthen bonds across the organization.
Compensation & Benefits
We offer a competitive base salary commensurate with experience, complemented by a performance‑based bonus structure that rewards your impact on customer success and revenue growth. In addition, you will receive a comprehensive benefits package that includes:
- Health, dental, and vision insurance with generous coverage options.
- 401(k) plan with company match to help you plan for the future.
- Unlimited paid time off and flexible working arrangements to support your well‑being.
- Professional development stipend for courses, certifications, and conferences.
- Equity participation, allowing you to share in brighthush’s long‑term success.
- Access to wellness programs, mental health resources, and employee assistance programs.
Ready to Make an Impact?
If you are a strategic thinker, data‑driven problem solver, and passionate advocate for customers, we want to hear from you. Join brighthush and help shape the future of global workforce solutions while advancing your career in a fast‑growing, mission‑driven environment.