Senior Customer Success Manager – brighthush (Remote)

About brighthush

brighthush is a trailblazer in the cloud‑managed services arena, delivering secure, reliable, and scalable solutions that empower businesses to innovate, adapt, and thrive. With a deep partnership network that spans the most trusted cloud platforms, brighthush blends cutting‑edge technology, embedded cyber resiliency, and artificial intelligence to protect today’s operations while unlocking tomorrow’s possibilities. Our mission is simple: help our customers achieve measurable business outcomes through exceptional service, proactive guidance, and a relentless focus on value.

Why Join brighthush?

At brighthush, we don’t just hire employees—we nurture careers. Our culture is built on collaboration, continuous learning, and a shared commitment to customer success. You’ll work in a dynamic, remote‑first environment that values autonomy, innovation, and work‑life balance. We offer a competitive compensation package, comprehensive benefits, and a host of professional development opportunities that keep you ahead of the curve in the fast‑evolving cloud landscape.

Key Responsibilities

• Customer Success & Value Realization • Own a portfolio of high‑value customers, serving as their primary point of contact. • Design, implement, and refine Customer Success Plans that align with each client’s strategic objectives. • Monitor adoption, utilization, and health metrics to proactively identify growth opportunities and mitigate risks. • Partner with customers to maximize the value of our managed services throughout their lifecycle. • Escalate concerns to the appropriate internal teams and coordinate resources for timely resolution.
• Customer Lifecycle Management • Guide customers through onboarding, adoption, ongoing engagement, and renewal readiness. • Conduct regular touchpoints and business reviews to ensure alignment with evolving goals. • Maintain meticulous account documentation, engagement plans, and success metrics. • Identify potential risks to satisfaction and retention, and develop mitigation strategies.
• Cross‑Functional Collaboration • Partner closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a seamless experience. • Coordinate internal resources to address customer needs efficiently. • Facilitate communication between customers and internal teams throughout the lifecycle. • Escalate issues and risks appropriately, driving resolution and continuous improvement.
• Retention & Growth Support • Champion renewal activities by showcasing tangible value and business outcomes. • Identify upsell and cross‑sell opportunities, communicating them to the Sales team. • Contribute to retention initiatives through proactive engagement and relationship management.
• Customer Experience Excellence • Build trusted relationships through consistent communication and responsiveness. • Conduct Quarterly Business Reviews (QBRs) or other meetings tailored to each customer’s engagement model. • Educate customers on available resources, services, and best practices to maximize success. • Promote a positive experience through proactive engagement and follow‑through.
• Process Improvement • Adhere to established Customer Success methodologies, playbooks, and operational processes. • Provide leadership with actionable feedback to enhance customer experience, tools, and processes. • Participate in team initiatives, training, and continuous improvement efforts.

Essential Qualifications

• Bachelor’s degree in a related discipline and a minimum of 6 years of experience in a B2B technology or services environment. Alternative combinations—such as a master’s degree with 4 years of experience, a Ph.D. with up to 2 years, or 8 years of experience—are also acceptable.
• Proven track record in Customer Success, Client Services, Account Management, Customer Experience, or Consulting.
• Demonstrated ability to manage customer relationships, drive adoption, and ensure retention and satisfaction.
• Strong communication, relationship‑building, and problem‑solving skills.
• Experience collaborating across cross‑functional teams in a matrixed organization.
• Excellent organizational skills with the capacity to manage multiple customers and priorities simultaneously.
• Proficiency with CRM and Customer Success platforms for managing engagement activities.

Preferred Qualifications

• Experience supporting customers in managed services, cloud, SaaS, cybersecurity, or hybrid infrastructure environments.
• Familiarity with Customer Success metrics such as health scores, adoption rates, retention, and renewal readiness.
• Experience facilitating business reviews and presenting performance metrics.
• Working knowledge of cloud technologies and infrastructure concepts.
• Track record of identifying growth opportunities and partnering with Sales to drive expansion.

Skills & Competencies

• Strategic thinking and analytical mindset.
• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strong project management and prioritization abilities.
• Adaptability and resilience in a fast‑moving, remote environment.
• Excellent written and verbal communication skills.
• Proficiency in data analysis and reporting tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by your ambition and performance. We provide:

• Structured mentorship programs with senior leaders.
• Access to industry‑leading training, certifications, and conferences.
• Clear promotion paths within Customer Success, Sales, and Product Management.
• Opportunities to lead cross‑functional initiatives and shape product roadmaps.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Culture

Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual team huddles and cross‑departmental syncs.
• Collaborative digital workspaces and real‑time communication tools.
• Flexible work hours that respect personal commitments.
• A culture that celebrates transparency, innovation, and mutual respect.

Compensation & Benefits

We offer a competitive base salary ranging from $70,900 to $182,900, adjusted based on skills, experience, and location. In addition, you may be eligible for:

• Performance‑based bonuses and incentive plans.
• Health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible sick leave.
• Professional development stipend and tuition reimbursement.
• Wellness programs, mental health resources, and employee assistance programs.
• Equity or stock‑option opportunities for eligible roles.

Legal & Eligibility

To qualify for this role, you must be able to work lawfully in the United States without requiring employment‑based immigration sponsorship now or in the future.

Join brighthush Today

If you are a customer‑first professional with a passion for technology, a knack for building lasting relationships, and a drive to help clients unlock their full potential, we want to hear from you. Bring your expertise to a company that values innovation, collaboration, and continuous growth. Apply now and become a pivotal part of brighthush’s journey to redefine cloud‑managed services.