Senior Customer Success Manager – Remote, Morning Shift – Championing Customer Experience, Retention, and Revenue Growth at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that empowers people and businesses to thrive in a digital world. With a global footprint and a culture rooted in innovation, collaboration, and continuous improvement, we help our clients deliver exceptional experiences that drive loyalty, growth, and lasting value. Our mission is simple: to turn every customer interaction into a meaningful, memorable moment that fuels success for both our clients and our people.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑impact team that values creativity, accountability, and a passion for solving complex challenges. We believe that great customer success starts with empowered leaders who inspire, coach, and elevate their teams. If you’re a seasoned professional who thrives in fast‑paced environments, loves turning data into action, and is ready to shape the future of customer experience, we want you on board.

Role Overview

As a Senior Customer Success Manager, you will be the strategic driver behind our customer experience initiatives. You will lead cross‑functional teams, manage escalations, and implement processes that elevate satisfaction, retention, and revenue. This is a full‑time, remote position with a morning shift schedule, offering the flexibility to work from anywhere while maintaining a healthy work‑life balance.

Key Responsibilities

1. Customer Success & Experience Leadership

• Design and execute a comprehensive customer success strategy that aligns with brighthush’s business objectives.
• Champion a customer‑first mindset across all departments, ensuring every touchpoint delivers delight.
• Develop and refine processes that strengthen retention, engagement, and loyalty, using data‑driven insights.
• Collaborate with product, sales, and marketing teams to embed customer feedback into the product roadmap.

2. Escalation & Crisis Management

• Own high‑level escalations, complaints, refunds, disputes, and sensitive customer concerns, ensuring swift resolution.
• Act as the escalation point of contact for complex, high‑risk cases, maintaining professionalism and urgency.
• Partner with internal stakeholders to identify and eliminate operational bottlenecks that impact customer experience.
• Analyze recurring issues, propose root‑cause solutions, and drive continuous improvement initiatives.

3. Retention & Revenue Protection

• Craft and implement strategies to reduce churn, cancellations, and revenue leakage.
• Lead initiatives that improve payment recovery performance and overall customer lifetime value.
• Coach teams on objection handling, upsell opportunities, and relationship management best practices.
• Monitor customer health scores, proactively address risk areas, and develop mitigation plans.

4. Operations & Team Leadership

• Recruit, mentor, and develop a high‑performing customer success, support, or escalation team.
• Establish clear accountability structures, performance standards, and career pathways.
• Track and analyze KPIs, ensuring operational excellence and continuous improvement.
• Collaborate closely with Sales, Finance, Admin, and Admissions teams to align customer success initiatives with broader business goals.

5. CRM, Reporting & Process Optimization

• Maintain accurate, real‑time documentation and reporting within CRM systems (Zoho preferred).
• Analyze trends, customer feedback, and operational data to uncover actionable insights.
• Recommend and implement scalable improvements to workflows, communication templates, and automation.
• Track escalation metrics, retention metrics, and customer satisfaction trends to inform strategy.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• Escalation Resolution Rate and Time to Resolution
• Retention Rate and Churn Reduction
• Payment Recovery Performance and Revenue Protection
• Customer Engagement Metrics (usage, renewal, upsell)
• Operational Efficiency Improvements (process cycle time, cost per ticket)

Essential Qualifications

• Minimum 5 years of progressive experience in Customer Success, Escalations, Operations, or BPO leadership roles.
• Proven track record managing large teams (20+ members) in high‑pressure, customer‑centric environments.
• Strong leadership, coaching, and stakeholder management skills.
• Excellent written and verbal communication abilities, with a knack for simplifying complex concepts.
• Advanced problem‑solving and decision‑making capabilities.
• Hands‑on experience with CRM systems (Zoho preferred, but other platforms acceptable).
• Strategic mindset with the ability to translate data into actionable plans.

Preferred Qualifications

• Experience in education, training, or student support industries.
• Background handling offshore or international clients.
• Familiarity with automation and customer communication tools such as Twilio, Intercom, or Zendesk.
• Knowledge of payment processing, subscription billing, and revenue recovery strategies.
• Experience with data visualization tools (Tableau, Power BI, Looker).

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making
• Process Design & Continuous Improvement
• Change Management & Cross‑Functional Collaboration
• Conflict Resolution & Crisis Management
• Coaching & Talent Development
• Technical Proficiency (CRM, ERP, BI tools)

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our leaders. As a Senior Customer Success Manager, you will have access to:

• Executive mentorship programs with senior leaders.
• Leadership training workshops, both virtual and in‑person.
• Cross‑departmental projects that broaden your skill set.
• Annual performance reviews with clear career pathways and promotion criteria.
• Opportunities to lead global initiatives and shape company‑wide strategy.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and continuous learning. Our remote‑first approach means you’ll enjoy:

• Flexible working hours within the morning shift window.
• Fully equipped home office stipend to ensure productivity.
• Regular virtual team‑building events and wellness programs.
• Inclusive, diverse, and supportive community.
• Open communication channels with leadership and peers.

Compensation & Benefits

We offer a competitive salary range of PHP 80,000 – 90,000 per month, commensurate with experience and performance. In addition to base pay, you will receive:

• Health Maintenance Organization (HMO) coverage during the first year of tenure.
• Performance‑based bonuses tied to team and individual KPIs.
• Professional development stipend for courses, certifications, and conferences.
• Annual wellness allowance for fitness, mental health, or personal growth.
• Flexible vacation policy and paid time off.
• Employee referral program with attractive rewards.

How to Apply

Ready to take the next step in your career and lead transformative customer success initiatives at brighthush? Submit your resume and a cover letter that highlights your achievements in customer experience, escalation management, and team leadership. We look forward to exploring how your expertise can help us elevate our customers’ journeys.

Originally posted on brighthush

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