Senior Customer Success Manager – Remote, Data‑Driven, Growth‑Focused – Drive Client Success at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses worldwide to unlock the full potential of their customer relationships. With a portfolio of cutting‑edge SaaS solutions, we help organizations streamline operations, elevate service quality, and drive sustainable growth. Our mission is simple: to make every customer interaction a catalyst for success, both for our clients and for the teams that support them.

Why brighthush?

At brighthush, we believe that people are the heart of every great product. That’s why we invest heavily in our people, offering a culture that blends autonomy with collaboration, continuous learning with real‑world impact, and a global perspective with a local touch. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a place where your ideas are heard, your growth is nurtured, and your contributions directly shape the future of customer success.

Position Overview

We’re looking for a proactive, data‑savvy Customer Success Manager to join our remote team. In this role, you will be the linchpin between our clients and the internal teams that deliver our solutions. You’ll own the end‑to‑end customer experience, from onboarding and adoption to support and renewal, while leveraging data to continuously improve service quality.

Key Responsibilities

• Data Management & Analysis
  • Collect, clean, and maintain customer data across multiple platforms, ensuring accuracy and completeness.
  • Use brighthush Excel, brighthush Sheets, and our internal analytics tools to generate actionable insights that inform product enhancements and support strategies.
  • Develop and maintain dashboards that track key metrics such as NPS, churn, usage patterns, and support ticket resolution times.
  • Collaborate with Product and Engineering to flag data anomalies and recommend feature improvements.
• Customer Support & Relationship Management
  • Serve as the primary point of contact for high‑value clients, responding to inquiries via phone, email, and chat with professionalism and empathy.
  • Own the lifecycle of support tickets: triage, assign, resolve, and close, ensuring SLA compliance and customer satisfaction.
  • Escalate complex issues to the appropriate departments, coordinating cross‑functional resolution and follow‑up.
  • Conduct regular check‑ins and business reviews to assess client health, identify upsell opportunities, and gather feedback.
• Administrative & Process Excellence
  • Prepare and manage documentation such as onboarding guides, training materials, and internal SOPs.
  • Coordinate scheduling for client meetings, internal workshops, and cross‑team collaborations.
  • Support other departments (Sales, Marketing, Finance) with data entry, reporting, and ad‑hoc administrative tasks.
  • Continuously refine processes to increase efficiency, reduce errors, and enhance the overall customer journey.

Essential Qualifications

• Bachelor’s degree in Business, Operations Management, Information Systems, or a related field.
• Minimum of 1 year of experience in a customer success, support, or operations role.
• Proficiency in brighthush Excel and brighthush Sheets, including advanced functions, pivot tables, and data visualization.
• Strong organizational skills with the ability to juggle multiple priorities and meet deadlines.
• Excellent verbal and written communication skills, with a knack for translating technical details into clear, actionable language.
• Comfortable working during U.S. time zone hours (Eastern, Central, Mountain, or Pacific) to align with our global client base.
• Self‑starter attitude, capable of working independently in a fully remote environment.

Preferred Qualifications

• Experience with customer success platforms such as brighthush, brighthush, or similar.
• Knowledge of CRM systems (brighthush, brighthush) and ticketing tools (brighthush, brighthush).
• Background in SaaS or technology services, with an understanding of subscription billing and renewal cycles.
• Experience in data storytelling—creating compelling narratives from complex datasets.
• Prior exposure to cross‑functional projects involving Product, Engineering, and Marketing.

Core Skills & Competencies

• Customer‑centric mindset: always prioritizing the client’s success and experience.
• Analytical thinking: turning raw data into strategic insights.
• Problem‑solving: diagnosing issues quickly and crafting effective solutions.
• Collaboration: working seamlessly with diverse teams across the organization.
• Adaptability: thriving in a fast‑paced, evolving environment.
• Time management: balancing multiple tasks while maintaining high quality.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market we serve. As a Customer Success Manager, you’ll have the chance to:

• Progress to a Senior Customer Success Manager or Customer Success Lead role, overseeing larger accounts and mentoring junior team members.
• Transition into Product Management or Business Analysis, leveraging your deep customer insights.
• Lead cross‑functional initiatives that shape product roadmaps and service delivery.
• Participate in our internal “Innovation Lab,” where you can propose and pilot new tools or processes.

We support continuous learning through monthly training sessions, access to industry conferences, and a generous budget for certifications (e.g., CSAT, Six Sigma, or product‑specific credentials).

Work Environment & Culture

Our remote‑first culture means you can work from anywhere, as long as you’re available during core U.S. business hours. We foster a supportive, inclusive environment where every voice matters. Highlights include:

• Weekly virtual coffee chats to keep the team connected.
• Quarterly all‑hands meetings featuring guest speakers from the tech and customer success communities.
• Annual “brighthush Retreat”—a hybrid event that blends in‑person networking with virtual collaboration.
• Open‑door policy: leadership is always accessible for feedback, ideas, or just a friendly chat.

Compensation & Benefits

While we tailor compensation to individual experience and market conditions, you can expect:

• Competitive base salary in USD, commensurate with your experience.
• Performance‑based bonuses tied to customer satisfaction, retention, and revenue metrics.
• Full health, dental, and vision coverage, including mental‑health resources.
• 401(k) plan with company match.
• Unlimited paid time off, encouraging a healthy work‑life balance.
• Home‑office stipend to equip you with the best tools and technology.
• Access to industry‑leading software and tools for optimal performance.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive on data, and enjoy collaborating across teams, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Success Manager role.

Only shortlisted candidates will be contacted for further evaluation. We appreciate your interest and look forward to exploring the possibility of you joining our vibrant, remote team.

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Originally posted on