Senior Customer Success Manager – B2B SaaS Growth & Retention Specialist – Remote, brighthush

About brighthush

brighthush is a global pioneer in mass notification, delivering life‑saving communications to institutions, communities, and enterprises worldwide. With a mission to keep people safe and informed, we empower our clients to respond swiftly to emergencies, operational disruptions, and critical updates across every device and channel. Our technology is trusted by universities, hospitals, government agencies, and Fortune 500 companies to protect lives, protect assets, and maintain trust during the most challenging moments.

At brighthush, we believe that great technology is only part of the equation. The heart of our success lies in the relationships we build with our customers. We are looking for a passionate, results‑driven Customer Success Manager who can help us turn every client interaction into a lasting partnership.

Why Join brighthush?

• Mission‑Driven Impact: Every day, you’ll help institutions stay safe, keep communities informed, and save lives.
• Remote‑First Flexibility: Work from anywhere with a reliable home office setup.
• Competitive Compensation: Base salary plus performance‑based bonuses and commissions.
• Growth & Development: Continuous learning opportunities, mentorship, and a clear career path to senior leadership roles.
• Inclusive Culture: A collaborative, supportive environment that values diversity, equity, and inclusion.

Key Responsibilities

As a Customer Success Manager at brighthush, you will be the trusted advisor for our most valuable accounts. Your day‑to‑day focus will include:

• Building deep, strategic relationships with C‑suite executives, IT leaders, and operational managers across multiple industries.
• Monitoring customer health metrics, analyzing usage patterns, and conducting regular NPS surveys to gauge satisfaction and uncover opportunities for improvement.
• Delivering compelling ROI reports that demonstrate the tangible value of our notification platform throughout the customer lifecycle.
• Managing the renewal process, negotiating contract terms, and driving upsell and cross‑sell initiatives to maximize revenue per account.
• Facilitating quarterly business reviews (QBRs) that align product roadmaps with customer goals and priorities.
• Acting as the primary advocate for customers within brighthush, translating their needs into actionable product enhancements.
• Designing and delivering onboarding programs that accelerate time‑to‑value for new clients.
• Co‑creating training materials, webinars, and best‑practice guides to empower customers to use our platform effectively.
• Collaborating with Sales, Product, Marketing, and Services teams to ensure a seamless, end‑to‑end customer experience.
• Managing escalations, resolving issues, and maintaining transparent communication throughout the customer journey.

Essential Qualifications

• 3+ years of proven experience in Inside Sales, Account Management, or Customer Success within a B2B SaaS environment.
• Track record of successful renewals and upsell achievements.
• Deep understanding of the B2B SaaS business model, including subscription economics, churn mitigation, and customer lifetime value.
• Experience managing complex, multi‑divisional, multi‑geographical accounts, preferably in the United States.
• Exceptional communication skills in English, with a polished executive presence and the ability to influence stakeholders at all levels.
• Strong analytical mindset: comfortable working with data dashboards, health metrics, and financial KPIs.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Self‑motivated, proactive, and able to thrive in a fast‑paced, remote work environment.

Preferred Qualifications

• Background in emergency communications, public safety, or related sectors.
• Experience with cross‑functional collaboration in fast‑growing tech companies.
• Knowledge of compliance standards such as HIPAA, FERPA, or GDPR.
• Previous experience in a 1099 contractor role or as an independent consultant.
• Fluency in additional languages is a plus.

Skills & Competencies

• Customer‑Centric Mindset: Passion for solving problems and delivering exceptional service.
• Strategic Thinking: Ability to see the big picture and align customer goals with product strategy.
• Data‑Driven Decision Making: Comfortable interpreting metrics to drive action.
• Project Management: Skilled at coordinating multiple initiatives and stakeholders.
• Adaptability: Thrive in ambiguous situations and create structure where none exists.
• Collaboration: Work seamlessly with Sales, Product, Marketing, and Support teams.
• Resilience: Handle negative feedback, setbacks, and high‑pressure scenarios with composure.

Career Growth & Development

At brighthush, we invest in your professional growth. As you demonstrate impact, you’ll have opportunities to:

• Advance to Senior Customer Success Manager, Director of Customer Success, or VP of Customer Experience.
• Lead cross‑functional initiatives such as product roadmap influence, customer advocacy programs, and global expansion strategies.
• Participate in leadership training, mentorship programs, and industry conferences.
• Earn certifications in customer success, project management, or relevant technical domains.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our remote‑first culture means:

• Flexible work hours that accommodate different time zones.
• Regular virtual team gatherings, hackathons, and social events.
• Open communication channels: Slack, Teams, and monthly all‑hands meetings.
• A culture that celebrates wins, learns from failures, and encourages continuous improvement.

Compensation & Benefits

While the exact salary will be discussed during the interview process, you can expect:

• Competitive base salary aligned with market standards for senior customer success roles.
• Performance‑based bonuses tied to renewal rates, upsell revenue, and customer satisfaction metrics.
• Commission structure for new business opportunities.
• Health, dental, and vision insurance options (for full‑time employees).
• 401(k) matching program (for full‑time employees).
• Unlimited paid time off and flexible sick leave.
• Professional development stipend and access to online learning platforms.
• Equity or profit‑sharing opportunities (for full‑time employees).

Application Process

Ready to make a difference? Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush. We’ll review your application promptly and schedule a conversation to explore how your experience aligns with our mission.

Note: This position is a 1099 contract role. A background check is required. Only resumes written in English will be considered. A reliable home internet connection and a suitable computer setup are essential.

Join brighthush Today

At brighthush, we lead with love, empathy, and a relentless commitment to safety. If you’re a self‑starter who thrives on building lasting relationships, driving measurable outcomes, and making a tangible impact, we want to hear from you. Let’s talk sooner than later and explore how you can help us keep communities safe and informed worldwide.