Senior Customer Success Manager – Remote, DEIB Champion, Strategic Growth & Engagement Lead

About brighthush

brighthush is a forward‑thinking, fully remote organization that is redefining the way customer success drives business growth. With a mission to empower every client to achieve their fullest potential, we blend cutting‑edge technology, data‑driven insights, and a culture of inclusion to deliver unparalleled value. Our team spans the globe, united by a shared commitment to innovation, collaboration, and continuous learning. As we expand, we’re looking for a dynamic, empathetic, and strategic Customer Success Manager to become a cornerstone of our success engine.

Why brighthush?

• Remote‑First Culture – Work from anywhere, on a schedule that fits your life.
• Impact‑Driven Projects – Your initiatives will shape the customer experience and directly influence revenue growth.
• Inclusive Environment – We champion diversity, equity, inclusion, and belonging (DEIB) at every level.
• Growth & Development – Annual learning stipends, mentorship programs, and a clear career ladder.
• Competitive Compensation – Base salary, performance bonuses, and comprehensive benefits.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the strategic partner and operational leader for our customer community. You will blend visionary thinking with hands‑on execution to ensure our clients not only succeed but thrive. Your influence will extend beyond individual accounts to shaping company‑wide initiatives that elevate engagement, retention, and satisfaction.

Key Responsibilities

• DEIB Leadership – Design, implement, and measure initiatives that foster an inclusive culture across the remote workforce.
• Customer Engagement Strategy – Develop and execute a comprehensive engagement roadmap that aligns with client goals and business objectives.
• Account Management – Own a portfolio of high‑value accounts, ensuring proactive communication, timely issue resolution, and upsell opportunities.
• Performance Management – Facilitate continuous performance reviews, set measurable goals, and provide constructive feedback to team members.
• Training & Development – Create and deliver training programs that enhance product knowledge, customer‑centric skills, and professional growth.
• Data‑Driven Insights – Leverage analytics to track NPS, churn, usage patterns, and other KPIs; translate findings into actionable strategies.
• Cross‑Functional Collaboration – Partner with Sales, Product, Marketing, and Engineering to align customer feedback with roadmap priorities.
• Employee Relations – Resolve complex employee relations issues with empathy, confidentiality, and adherence to legal standards.
• Process Optimization – Continuously refine workflows, tools, and documentation to improve efficiency and scalability.

Essential Qualifications

• 5+ years of experience in customer success, account management, or related roles within a SaaS or technology environment.
• Proven track record of managing sensitive employee relations cases with discretion and compliance.
• Strong organizational skills with the ability to prioritize multiple high‑impact initiatives simultaneously.
• Experience thriving in a fully remote, distributed team setting.
• High proficiency with cloud‑based enterprise solutions (e.g., Salesforce, HubSpot, Gainsight).
• Familiarity with HRIS systems and employee engagement platforms (e.g., Workday, BambooHR, Culture Amp).
• Exceptional communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
• Data‑driven mindset: comfortable working with metrics, dashboards, and analytical tools.

Preferred Qualifications

• Experience leading DEIB initiatives in a global organization.
• Background in product management or technical support, providing a holistic view of the customer journey.
• Certifications in Customer Success Management (CSM), Six Sigma, or related fields.
• Fluency in multiple languages, enhancing cross‑regional communication.
• Experience with AI/ML‑based customer success platforms or predictive analytics.

Skills & Competencies

• Emotional Intelligence – Deep empathy, active listening, and conflict resolution.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Analytical Acumen – Translate data into actionable insights and business recommendations.
• Leadership & Coaching – Inspire and develop high‑performing teams.
• Adaptability – Thrive in a fast‑moving, evolving environment.
• Collaboration – Work seamlessly across departments and geographies.
• Customer‑Centric Mindset – Passion for creating memorable customer experiences.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both challenging and rewarding. We offer:

• Clear promotion paths from Customer Success Manager to Director of Customer Success.
• Annual learning stipend for courses, certifications, or conferences.
• Mentorship programs pairing you with senior leaders.
• Rotational opportunities across Product, Sales, and Marketing to broaden your skill set.
• Regular performance reviews with transparent goal setting and feedback loops.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and autonomy. You’ll enjoy:

• Flexible work hours that respect your personal commitments.
• Monthly virtual town halls and quarterly all‑hands meetings.
• Regular virtual coffee breaks and team‑building activities.
• Access to a digital wellness library and mental‑health resources.
• A culture that celebrates wins, learns from failures, and values every voice.

Compensation & Benefits

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

• Base salary commensurate with market rates and your experience.
• Performance‑based bonus structure tied to individual and team metrics.
• Annual learning & development stipend to support your professional growth.
• Health, dental, and vision insurance (coverage details vary by region).
• Flexible paid time off and a generous holiday schedule.
• 401(k) matching (where applicable) and financial wellness resources.
• Employee assistance program and mental‑health support.

How to Apply

Ready to make a lasting impact at brighthush? Submit your resume and a cover letter that highlights your experience in customer success, DEIB initiatives, and remote team leadership. We’re excited to learn how you’ll help us elevate our customer relationships and drive sustainable growth.

Join brighthush – Where Success Meets Purpose

At brighthush, we believe that customer success is more than a function—it’s a philosophy that permeates every interaction, product, and partnership. If you’re passionate about empowering clients, championing inclusion, and driving measurable results, we want to hear from you. Apply today and become part of a team that’s reshaping the future of customer success.