Senior Customer Success Manager – Payroll & Workforce Solutions – Remote (USA) – Lead End-to-End Onboarding & Implementation
About brighthush
brighthush is redefining the construction industry with a cutting‑edge, all‑in‑one workforce management platform. By seamlessly integrating payroll, time tracking, safety compliance, field productivity, and rewards & recognition, we empower building contractors to focus on what they do best—constructing the future—while we handle the complexities of workforce operations. Our mission is simple: make construction workforce management effortless, transparent, and scalable through technology.
Why brighthush?
At brighthush, you’ll join a forward‑thinking team that thrives on innovation, collaboration, and continuous improvement. We’re a fast‑growing, remote‑first company that values autonomy, accountability, and a culture of learning. Whether you’re a seasoned professional or an ambitious early‑career talent, you’ll find the support, resources, and opportunities to grow your career while making a tangible impact on the construction industry.
Role Overview
We are seeking a highly motivated Senior Customer Success Manager to spearhead end‑to‑end onboarding and implementation for our payroll solution. In this role, you will be the primary advocate for our customers, ensuring a smooth transition from discovery to go‑live. You will own the entire customer journey, from initial discovery to successful implementation, and will work closely with cross‑functional teams—including Product, Engineering, and Payroll—to deliver a flawless experience.
Key Responsibilities
- Customer Onboarding Leadership: Own the full onboarding lifecycle for new customers across North America, ensuring a seamless transition from discovery to go‑live.
- Project Management Excellence: Drive onboarding projects independently, manage timelines, track milestones, identify potential roadblocks, and guarantee on‑time delivery.
- Solution Design & Configuration: Translate customer requirements into effective workflows, oversee data gathering, configuration, validation, and parallel payroll runs.
- Relationship Management: Serve as the primary point of contact during onboarding, building strong relationships and aligning on project objectives and timelines.
- Cross‑Functional Collaboration: Partner with Product, Engineering, and Payroll teams to resolve implementation challenges and ensure successful onboarding.
- Data Management & Migration: Oversee customer data collection, validation, and migration, ensuring data accuracy and readiness for implementation.
- Implementation & Go‑Live: Coordinate testing, parallel payroll runs, and final go‑live activities to guarantee a successful launch.
- Training & Enablement: Conduct customer training sessions, provide guidance on platform functionality, workflows, and best practices.
- Issue Resolution: Proactively identify implementation risks, take ownership of challenges, and drive timely resolutions with minimal supervision.
- Continuous Improvement: Identify gaps in existing onboarding processes and recommend improvements to enhance efficiency and customer experience.
Essential Qualifications
- Bachelor’s degree in Business Administration, Accounting, Finance, or a related field.
- Minimum 2+ years of hands‑on experience managing end‑to‑end customer onboarding and implementation.
- Strong project management skills with the ability to independently manage multiple onboarding projects and competing priorities.
- Demonstrated bias for action, with a proactive approach to problem‑solving, decision‑making, and execution.
- Experience working directly with customers and managing stakeholder expectations throughout the onboarding lifecycle.
- Strong organizational, analytical, and communication skills, with the ability to manage complex implementation requirements.
- Ability to work independently, take ownership, and thrive in a fast‑paced, remote environment.
Preferred Qualifications
- Prior experience in US payroll, payroll implementation, or payroll technology (preferred but not mandatory).
- Familiarity with US payroll processes, payroll data management, and compliance requirements.
- Experience with SaaS implementation, workforce management, or HR and payroll platforms.
- PMP certification or other relevant project management certifications would be an added advantage.
Skills & Competencies
- Exceptional project management and organizational skills.
- Strong analytical mindset and data‑driven decision making.
- Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- Customer‑centric mindset with a passion for delivering outstanding service.
- Adaptability and resilience in a dynamic, fast‑growing environment.
- Proficiency in project management tools (e.g., Asana, Jira, Trello) and CRM systems.
- Basic understanding of payroll concepts and compliance regulations.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and fostering continuous learning. As a Senior Customer Success Manager, you will:
- Advance into leadership roles such as Customer Success Director or Head of Customer Success.
- Participate in cross‑functional initiatives that shape product strategy and roadmap.
- Access to professional development programs, including certifications in project management, payroll, and SaaS implementation.
- Mentor junior team members and contribute to a culture of knowledge sharing.
- Attend industry conferences, webinars, and workshops to stay ahead of market trends.
Work Environment & Company Culture
brighthush is a remote‑first organization that values flexibility, transparency, and collaboration. Our culture is built on:
- Trust and autonomy: You’ll have the freedom to own your projects and make decisions that benefit our customers.
- Continuous improvement: We encourage experimentation, learning from failures, and iterating on processes.
- Diversity and inclusion: We celebrate diverse perspectives and foster an inclusive environment where everyone can thrive.
- Community: Regular virtual town halls, team‑building events, and informal coffee chats keep us connected.
- Work‑life balance: Flexible schedules and a results‑oriented approach help you maintain a healthy balance.
Compensation & Benefits
While specific figures may vary based on experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:
- Health, dental, and vision insurance.
- 401(k) plan with company match.
- Unlimited paid time off and flexible holidays.
- Professional development stipend and certification reimbursements.
- Equity opportunities for senior roles.
- Wellness programs and mental health resources.
How to Apply
Ready to make a difference in the construction industry? Submit your resume and a cover letter that highlights your experience in customer onboarding, project management, and payroll implementation. Tell us why you’re excited about the opportunity to lead customer success at brighthush.