Senior Customer Success Manager – Strategic Account Growth & Retention Specialist (Remote – Multiple US States)

Why Join brighthush?

At brighthush, we are redefining the way businesses create, manage, and scale digital experiences. As a market‑leading platform that empowers organizations to build, power, and optimize high‑performance web solutions, brighthush combines cutting‑edge technology with a customer‑first mindset. Our mission is simple yet ambitious: to enable every client—whether a fast‑growing startup or a Fortune‑500 enterprise—to deliver seamless, secure, and scalable online experiences that delight end‑users and drive measurable business outcomes.

Our rapid growth is fueled by a culture of innovation, collaboration, and continuous learning. We invest heavily in our people, offering them the tools, autonomy, and support needed to become industry thought leaders. If you thrive in a fast‑paced, remote‑first environment and are passionate about turning customer relationships into long‑term partnerships, brighthush is the place where your impact will be felt across the globe.

Role Overview

We are seeking an experienced Customer Success Manager to join our expanding Success team. In this senior‑level position, you will be the trusted advisor for a portfolio of high‑value accounts, responsible for driving revenue growth, ensuring product adoption, and championing customer advocacy. You will partner closely with Sales, Product, and Engineering to craft tailored success plans that align with each client’s strategic objectives, ultimately increasing retention and expanding the brighthush footprint.

Key Responsibilities

• Strategic Account Management: Own a defined set of enterprise‑level accounts, acting as the primary point of contact for all success‑related initiatives.
• Growth & Revenue Expansion: Identify upsell, cross‑sell, and renewal opportunities, collaborating with Sales to develop and execute expansion strategies that consistently exceed quarterly targets.
• Customer Journey Mapping: Design and implement comprehensive onboarding, adoption, and value‑realization roadmaps that accelerate time‑to‑value for each client.
• Retention & Advocacy: Proactively monitor health scores, address churn risks, and cultivate executive sponsors to turn satisfied customers into enthusiastic brand advocates.
• Data‑Driven Insights: Leverage CRM tools (Salesforce, Gainsight) to track key performance indicators, generate actionable insights, and present quarterly business reviews that demonstrate ROI.
• Cross‑Functional Collaboration: Partner with Product Management to relay customer feedback, influence roadmap priorities, and ensure feature releases align with client needs.
• Thought Leadership: Conduct webinars, workshops, and best‑practice sessions that educate customers on advanced platform capabilities and industry trends.
• Travel & Relationship Building: Attend internal strategy sessions and, when needed, travel to on‑site customer meetings or industry events to deepen relationships and gather market intelligence.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Minimum of 5 + years of experience in account management, customer success, or a comparable client‑facing role within the technology sector.
• Demonstrated track record of driving revenue growth through upsells, renewals, and expansion initiatives.
• Exceptional communication, presentation, and negotiation skills, with the ability to influence senior executives.
• Proficiency in CRM platforms—particularly Salesforce and Gainsight—and a strong analytical mindset for interpreting data trends.
• Self‑starter attitude with the ability to thrive in a remote‑first environment while maintaining high levels of accountability.
• Willingness to travel up to 15 % of the time for strategic customer engagements and internal events.

Preferred Qualifications

• Master’s degree or MBA with a focus on customer experience or strategic management.
• Experience working with SaaS platforms that serve enterprise‑level WordPress or web‑hosting customers.
• Certifications in Salesforce (e.g., Administrator, Platform App Builder) or Gainsight (e.g., Success Manager).
• Background in technical consulting or solutions engineering, enabling deeper product discussions.
• Fluency in a second language to support multilingual client bases.

Core Skills & Competencies

• Relationship Management: Ability to build trust, credibility, and long‑term partnerships with C‑suite and technical stakeholders.
• Strategic Thinking: Skilled at aligning customer goals with brighthush’s product roadmap to create win‑win scenarios.
• Problem Solving: Proactive in identifying obstacles, crafting solutions, and escalating issues when necessary.
• Data Literacy: Comfortable working with dashboards, health scores, and usage analytics to drive decision‑making.
• Presentation Excellence: Confident delivering executive‑level business reviews, product demos, and ROI analyses.
• Collaboration: Works seamlessly across Sales, Product, Marketing, and Engineering to champion the customer voice.
• Adaptability: Thrives in a fast‑changing environment, quickly mastering new features and industry trends.

Compensation, Perks & Benefits

brighthush offers a competitive total rewards package designed to attract and retain top talent:

• Base salary commensurate with experience, plus performance‑based bonuses tied to retention and expansion metrics.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• 401(k) plan with generous company matching to help you build a secure financial future.
• Unlimited paid time off (subject to business needs) and a robust parental leave program.
• Annual tuition reimbursement for continued education and professional certifications.
• Remote‑first work model with a flexible schedule, allowing you to work from any of the eligible U.S. states listed below.
• Professional development budget, mentorship programs, and access to industry conferences.
• Employee assistance programs, wellness stipends, and virtual team‑building activities.

Workplace & Culture at brighthush

Our remote‑first philosophy means you can work from the comfort of your home office while staying deeply connected to a vibrant, inclusive community. brighthush celebrates diversity, equity, and inclusion, fostering an environment where every voice is heard and every perspective is valued. We encourage curiosity, reward innovation, and recognize achievements through regular shout‑outs, awards, and career‑advancement pathways.

Key cultural pillars include:

• Customer‑Centricity: Every decision starts with the customer’s success.
• Continuous Learning: Access to online courses, internal knowledge bases, and peer‑led workshops.
• Collaboration Over Competition: Cross‑functional squads work together to solve complex challenges.
• Transparency: Open communication channels, regular town halls, and clear visibility into company goals.
• Well‑Being: Mental‑health resources, virtual fitness classes, and a supportive leadership team.

Career Growth & Development

At brighthush, your career trajectory is limited only by your ambition. As a Senior Customer Success Manager, you will have clear pathways to advance into roles such as:

• Director of Customer Success
• Head of Global Account Management
• Product Strategy Lead (leveraging deep customer insights)
• Customer Success Operations Manager

We provide structured mentorship, quarterly performance reviews, and individualized development plans to ensure you acquire the skills and experiences needed for your next promotion.

Geographic Eligibility

This remote position is open to candidates residing in any of the following states: Texas, Kentucky, Connecticut, Michigan, New Hampshire, Massachusetts, Maryland, Missouri, West Virginia, Wisconsin, Washington, Virginia, Tennessee, South Dakota, South Carolina, Pennsylvania, Utah, Ohio, New York, Nebraska, North Carolina, Mississippi, Minnesota, Kansas, Indiana, Illinois, Idaho, Iowa, Georgia, Florida, Colorado, Arizona, Arkansas, Alabama, Nevada, New Mexico.

Application Process

If you are ready to champion customer success at a high‑growth technology leader, we invite you to submit your application. Please ensure your resume highlights relevant achievements, especially quantifiable revenue growth and retention metrics. Our hiring team will review applications on a rolling basis and reach out to qualified candidates for a virtual interview series.

Join brighthush Today

At brighthush, you will be part of a purpose‑driven organization where your expertise directly influences the success of some of the world’s most ambitious brands. We are excited to meet visionary professionals who are eager to make a lasting impact. Apply now and embark on a rewarding journey where your career growth and personal fulfillment go hand‑in‑hand.