Senior Customer Success Manager – Portfolio Management & Growth at brighthush (Remote)

About brighthush and the Opportunity

brighthush is a forward‑thinking technology partner that empowers businesses to unlock the full potential of their digital infrastructure. With a portfolio of cutting‑edge cloud, SaaS, and hybrid‑solution offerings, we help organizations accelerate innovation, reduce operational risk, and drive measurable business outcomes. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success.

We are looking for an experienced Senior Customer Success Manager to join our remote team. In this role, you will become the trusted advisor for a portfolio of high‑value customers, guiding them from onboarding through adoption, renewal, and expansion. You will work closely with Sales, Delivery, Engineering, and Support to ensure a seamless, value‑driven experience that keeps our customers thriving and our revenue growing.

Key Responsibilities

Customer Success & Value Realization

• Serve as the primary point of contact for a portfolio of assigned customers, building deep, long‑term relationships.
• Develop and maintain comprehensive Customer Success Plans that align with each customer’s business objectives and desired outcomes.
• Monitor adoption, utilization, and overall health metrics to proactively identify opportunities for value creation and potential risks.
• Partner with customers to maximize the value of brighthush solutions throughout their lifecycle, ensuring they achieve their strategic goals.
• Escalate customer concerns in a timely manner, coordinating cross‑functional resources to drive swift resolution.

Customer Lifecycle Management

• Guide customers through every stage of the lifecycle: onboarding, adoption, ongoing engagement, and renewal readiness.
• Conduct regular touchpoints and business reviews (e.g., Quarterly Business Reviews) to confirm alignment with evolving customer goals.
• Maintain accurate account documentation, engagement plans, and success metrics in our CRM and Customer Success platform.
• Identify potential risks to satisfaction and retention, and develop mitigation plans that keep customers on a positive trajectory.

Cross‑Functional Collaboration

• Partner closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a seamless, value‑driven experience.
• Coordinate internal resources to ensure customer needs are addressed efficiently and effectively.
• Facilitate communication between customers and internal teams throughout the customer lifecycle.
• Escalate issues and risks as appropriate, while championing resolution and continuous improvement.

Retention & Growth Support

• Support renewal activities by demonstrating clear customer value and business outcomes.
• Identify opportunities for additional solutions or services and communicate them to the appropriate Sales partners.
• Contribute to customer retention efforts through proactive engagement and relationship management.

Customer Experience & Process Improvement

• Build trusted relationships through consistent communication and responsiveness.
• Ensure customers understand available resources, services, and best practices to maximize success.
• Promote a positive customer experience through proactive engagement and follow‑through.
• Follow established Customer Success methodologies, playbooks, and operational processes.
• Provide feedback to leadership on opportunities to improve customer experience, tools, and operational processes.
• Participate in team initiatives, training, and continuous improvement efforts.

Essential Qualifications

• Bachelor’s degree in a related discipline (e.g., Business, Computer Science, Engineering) and a minimum of 6 years of experience in a B2B technology or services environment.
• Proven experience in Customer Success, Client Services, Account Management, Customer Experience, or Consulting.
• Strong track record of managing customer relationships and supporting adoption, retention, and satisfaction.
• Excellent communication, relationship management, and problem‑solving skills.
• Ability to collaborate effectively across cross‑functional teams in a matrixed organization.
• Strong organizational skills with the ability to manage multiple customers and priorities simultaneously.
• Experience using CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot) to manage customer engagement activities.

Preferred Qualifications

• Experience supporting customers in managed services, cloud, SaaS, cybersecurity, or hybrid infrastructure environments.
• Familiarity with Customer Success metrics such as customer health, adoption, retention, and renewal readiness.
• Experience facilitating customer business reviews and presenting performance metrics.
• Working knowledge of cloud technologies including AWS, Azure, Google Cloud, VMware, or related platforms.
• Experience identifying customer growth opportunities and partnering with Sales to support expansion.

Skills & Competencies for Success

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush solutions.
• Analytical Acumen – Proficiency in interpreting data to drive insights and recommendations.
• Customer‑Centric Mindset – Passion for delivering exceptional service and creating lasting value.
• Project Management – Skilled at coordinating cross‑functional initiatives and meeting deadlines.
• Adaptability – Comfortable navigating change in a fast‑paced, evolving technology landscape.
• Influence & Negotiation – Ability to persuade stakeholders and drive consensus across teams.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you will:

• Advance to a Leadership role in Customer Success, overseeing a team of managers and shaping strategy.
• Gain exposure to new product lines, emerging technologies, and industry trends.
• Participate in cross‑functional projects that broaden your skill set and business acumen.
• Access to continuous learning resources, including certifications, workshops, and mentorship programs.
• Be part of a community that values innovation, collaboration, and personal growth.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, empowerment, and high performance. Our remote‑first environment offers:

• Flexible work hours that respect work‑life balance.
• Regular virtual team gatherings, hackathons, and knowledge‑sharing sessions.
• A collaborative atmosphere where ideas are welcomed and innovation is celebrated.
• Access to cutting‑edge tools and technologies that enable you to deliver outstanding customer outcomes.

Compensation, Perks & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards and your experience.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible vacation policy.
• Professional development budget and tuition reimbursement.
• Equity or stock‑option opportunities for senior roles.
• Wellness programs, mental health support, and employee assistance resources.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that places customer success at the heart of everything we do. You’ll work with a talented, diverse team that values curiosity, accountability, and continuous improvement. Your contributions will directly impact our customers’ success, our company’s growth, and the broader technology ecosystem.

If you are a proactive, customer‑focused professional with a passion for driving measurable outcomes, we want to hear from you. Join us in shaping the future of digital infrastructure and creating lasting value for our customers.

Apply Today

Ready to take the next step in your career? Submit your application through our careers portal or click the link below to explore this exciting opportunity.