Senior Customer Success Manager – Remote (US) – AI‑Powered SaaS Platform Champion, Customer Growth Strategist, and Field‑Service Innovation Leader at brighthush

About brighthush

brighthush is a trailblazing SaaS powerhouse that is redefining the field‑service landscape with cutting‑edge, AI‑driven solutions. Our platform fuses intelligent scheduling, predictive analytics, and real‑time insights to empower distributed workforces—engineers, technicians, and service managers—to stay productive, compliant, and profitable. As we accelerate through 2026, we are doubling down on product innovation, data‑centric design, and customer‑centric growth to remain the definitive source of truth for field‑service teams worldwide. At brighthush, we believe technology should be an enabler, not a barrier, and we are committed to building a future where every service professional can focus on what they do best while our platform handles the complexity.

Why brighthush?

• Remote‑First Culture – Work from anywhere while staying connected to a global community of high‑impact professionals.
• Innovation‑Driven Mission – Shape the future of field‑service technology with AI, machine learning, and data‑centric solutions.
• Growth & Learning – Access to continuous training, mentorship, and clear career‑advancement pathways.
• Inclusive Environment – A culture that celebrates diversity, equity, and belonging.
• Competitive Compensation & Perks – Base salary, performance bonus, 401(k) match, health & dental, generous PTO, and more.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the strategic partner for a portfolio of high‑impact North American accounts. You will translate our platform’s technical capabilities into tangible business outcomes, ensuring customers achieve their KPIs, maximize adoption, and remain loyal advocates. Your analytical rigor, proactive mindset, and deep empathy will drive retention, expansion, and overall customer satisfaction. You will be the bridge between our customers and the product, engineering, and sales teams, ensuring that every interaction adds measurable value.

Key Responsibilities

• Client Relationship Ownership – Serve as the primary point of contact, building trust and ensuring optimal platform utilization. Collaborate with Account Management to identify upsell and expansion opportunities.
• Proactive Retention & Growth – Monitor account health dashboards, anticipate client needs, and conduct regular business reviews to align solutions with customer KPIs.
• Platform Expertise – Become a subject‑matter expert on brighthush’s technology, guiding field‑service leaders through complex workflows, feature updates, and best practices.
• Customer Advocacy – Capture front‑line insights and usage trends, partnering cross‑functionally with Product and Engineering to influence the roadmap.
• Operational Excellence – Analyze usage data and performance metrics to help clients overcome operational hurdles, resolve friction points, and build sustainable growth strategies.
• High‑Value Conversations – Navigate tough discussions with emotional intelligence, de‑escalate risks, and steer clients toward data‑backed solutions.
• AI & Modern Tool Integration – Leverage AI workflows and platform insights to drive efficiency, accuracy, and proactive outreach.

Essential Qualifications

• Bachelor’s degree or equivalent practical experience.
• 3+ years in SaaS Customer Success, Account Management, or Professional Services, managing mid‑market or enterprise accounts.
• Strong grasp of core SaaS metrics (ARR, GRR, NRR, churn) and how retention impacts business health.
• Experience with modern Customer Success Platforms (e.g., brighthush) and CRMs (e.g., brighthush).
• Tech‑fluent mindset with curiosity for exploring software and optimizing workflows.
• Analytical rigor and data‑driven storytelling skills.
• Proactive problem‑solving with a focus on root‑cause analysis.
• Excellent verbal and written communication, with emotional intelligence for difficult conversations.
• Highly organized, detail‑oriented, and able to prioritize in a fast‑paced environment.
• Integrity, accountability, and a passion for continuous learning, including emerging AI tools.

Preferred Qualifications

• Experience in field‑service or operations technology.
• Background in data analytics or business intelligence.
• Knowledge of AI/ML concepts and their application in SaaS.
• Prior experience in a remote‑first organization.

Skills & Competencies

• Strategic Thinking & Business Acumen
• Customer‑Centric Mindset
• Data Analysis & Insight Generation
• Project Management & Execution
• Cross‑Functional Collaboration
• Change Management & Adoption Leadership
• Conflict Resolution & Negotiation
• Technology Evangelism

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• On‑Demand video libraries covering soft skills, technical deep dives, and leadership development.
• Live training sessions and workshops throughout the year.
• Mentorship programs pairing you with senior leaders.
• Clear career pathways from Customer Success Manager to Senior Manager, Director, or VP roles.
• Cross‑departmental projects that broaden your skill set and visibility.

Work Environment & Culture

brighthush blends a relaxed, collaborative atmosphere with a results‑driven mindset. Our remote‑first approach means you can work from anywhere while staying connected through daily stand‑ups, virtual town halls, and a vibrant internal community. We celebrate achievements, encourage experimentation, and reward innovative thinking. Our culture is built on trust, transparency, and a shared commitment to delivering exceptional value to our customers.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus structure tied to customer health, expansion, and retention metrics.
• 401(k) plan with company match.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off (PTO) and flexible holiday policy.
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Equity opportunities for senior roles.

How to Apply

If you are passionate about driving customer success, thrive in a fast‑paced, AI‑centric environment, and want to shape the future of field‑service technology, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush.

Join brighthush today and become a catalyst for transformative growth—both for our customers and your own career.