Senior Customer Success Manager – Utility & Billing Solutions, Remote, 8+ Years Experience, Brighthush

About Brighthush

Brighthush is a trailblazer in the payment solutions arena, redefining how utilities, municipalities, and multifamily housing providers manage their billing and revenue streams. With a global footprint and a reputation for innovation, Brighthush empowers organizations to streamline operations, enhance customer satisfaction, and unlock new growth opportunities. Our mission is simple: to bring clarity, efficiency, and transparency to every transaction, ensuring that our partners can focus on what matters most—serving their communities and tenants with excellence.

Why Brighthush?

At Brighthush, we believe that technology should be a catalyst for positive change, not a barrier. Our culture is built on collaboration, continuous learning, and a relentless pursuit of customer success. As a remote-first company, we offer the flexibility to work from anywhere in the United States while fostering a sense of belonging through virtual team events, mentorship programs, and a robust internal knowledge base.

Role Overview

We are seeking an experienced Senior Customer Success Manager to lead a portfolio of high-value clients in the Utility & Billing sector. In this role, you will be the primary advocate for our customers, ensuring they achieve their business objectives through the strategic use of Brighthush’s platform. You will partner with cross-functional teams—sales, product, engineering, and support—to deliver a seamless, value-driven experience that drives adoption, reduces churn, and fuels revenue growth.

Key Responsibilities

• Own the end-to-end customer lifecycle for a portfolio of 30–50 enterprise accounts, ensuring a high level of satisfaction and retention.
• Develop and execute account plans that align with each client’s strategic goals, including utility bill optimization, tenant engagement, and regulatory compliance.
• Act as the primary point of contact for escalated issues, coordinating with technical and product teams to deliver timely, effective resolutions.
• Conduct quarterly business reviews (QBRs) with executive stakeholders, presenting insights, performance metrics, and actionable recommendations.
• Identify upsell and cross-sell opportunities within existing accounts, collaborating with the sales team to close deals that enhance the customer’s value proposition.
• Champion customer feedback, translating insights into product enhancements and feature requests that drive continuous improvement.
• Mentor and coach junior customer success representatives, fostering a culture of excellence and professional growth.
• Maintain accurate and up-to-date records in the Brighthush CRM, ensuring data integrity and visibility across the organization.
• Stay abreast of industry trends, regulatory changes, and emerging technologies that impact the Utility & Billing landscape.
• Represent Brighthush at industry events, webinars, and conferences, positioning the company as a thought leader in payment solutions.

Essential Qualifications

• Minimum of 8 years of progressive experience in customer success, account management, or related roles within the payment solutions or utilities industry.
• Proven track record of managing enterprise-level accounts and driving customer retention and expansion.
• Strong communication and presentation skills, with the ability to articulate complex concepts to both technical and non-technical audiences.
• Experience working with Brighthush’s platform or similar SaaS billing solutions, including a deep understanding of utility billing workflows.
• Proficiency in the Brighthush CRM and data analytics tools; familiarity with reporting and KPI tracking.
• Demonstrated ability to collaborate cross-functionally, working closely with product, engineering, and sales teams.
• Self-motivated, results-oriented mindset with a passion for delivering exceptional customer experiences.
• Strong problem-solving skills and the capacity to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience with multifamily billing and tenant engagement platforms.
• Knowledge of regulatory frameworks affecting utility billing (e.g., FERC, NERC, state-level mandates).
• Background in data analysis, with the ability to interpret usage metrics and translate them into actionable insights.
• Previous experience in a remote-first organization, demonstrating self-discipline and effective virtual collaboration.
• Certified Customer Success Manager (CCSM) or similar credential.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer Advocacy & Relationship Building
• Data-Driven Decision Making
• Project & Program Management
• Conflict Resolution & Negotiation
• Adaptability & Resilience
• Team Collaboration & Mentorship
• Technical Proficiency with SaaS Platforms

Career Growth & Learning Opportunities

At Brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Access to a comprehensive learning library, including courses on customer success best practices, product deep dives, and industry trends.
• Opportunities to lead cross-functional initiatives, such as product roadmap sessions or customer advocacy groups.
• Clear career pathways, with potential progression to Director of Customer Success, Head of Client Services, or VP of Customer Experience.
• Annual performance reviews that align your goals with Brighthush’s strategic objectives.

Work Environment & Culture

Brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote-first model means you can work from anywhere in the United States while staying connected through:

• Weekly virtual town halls featuring product updates and industry insights.
• Monthly virtual coffee chats that foster informal networking across teams.
• Annual in-person retreats that bring together the entire Brighthush family for team building and strategic planning.
• A robust internal communication platform that keeps everyone informed and engaged.

Compensation & Benefits

While specific figures may vary based on experience and location, Brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for senior customer success roles.
• Performance-based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Unlimited paid time off (PTO) and flexible work hours.
• Professional development stipend and reimbursement for relevant certifications.
• Wellness programs, including virtual fitness classes and mental health resources.
• Employee stock purchase plan (ESPP) to share in Brighthush’s growth.

How to Apply

Ready to take the next step in your career and help shape the future of utility billing? Submit your resume and a brief cover letter outlining your experience and why you’re excited about this opportunity. We look forward to exploring how your expertise can drive success for Brighthush’s valued clients.

Closing

At Brighthush, we’re not just building a payment platform—we’re building a community of innovators who are passionate about delivering exceptional value to our customers. If you’re a seasoned customer success professional with a deep understanding of the Utility & Billing landscape, a knack for building lasting relationships, and a desire to make a tangible impact, we want to hear from you. Join us and help us illuminate the path to smarter, more efficient billing solutions for communities across the nation.