Senior Customer Success Project Manager & Strategic Growth Leader – Championing Customer Success Operations, Project Excellence, and Business Strategy at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers businesses worldwide to connect with their customers through cutting‑edge mobile messaging, voice, and email solutions. With a global footprint and a culture rooted in innovation, collaboration, and customer obsession, brighthush is redefining how brands communicate in the digital age. As we continue to scale, we’re looking for a visionary leader who can blend strategic insight with hands‑on project execution to elevate our customer success organization to new heights.

Why This Role Matters

In the fast‑moving world of customer experience, the ability to orchestrate complex initiatives, translate data into actionable strategy, and champion continuous improvement is paramount. The Customer Success Project Management and Strategy Manager will be the linchpin that aligns cross‑functional teams, drives operational excellence, and fuels sustainable growth for our customers and the business. If you thrive on solving ambiguous problems, enjoy leading high‑impact projects, and are passionate about creating lasting value for customers, this is the role for you.

Key Responsibilities

• Project Leadership & Execution: Own the full project lifecycle for high‑priority customer success initiatives, from scoping and resource planning to delivery and post‑implementation review. Use agile and waterfall methodologies as appropriate to ensure timely, on‑budget, and high‑quality outcomes.
• Strategic Planning & Analysis: Partner with senior leaders to develop and refine the customer success strategy, leveraging data analytics, financial modeling, and market research to identify growth opportunities and risk mitigation plans.
• Process Optimization: Map, evaluate, and redesign end‑to‑end processes across the customer success stack to improve efficiency, reduce friction, and enhance the customer journey.
• Stakeholder Management: Serve as the primary liaison between customer success, product, engineering, sales, and finance, ensuring alignment on objectives, expectations, and deliverables.
• Performance Measurement: Define, track, and report on key performance indicators (KPIs) and dashboards that reflect the health of customer success operations and the impact of strategic initiatives.
• Team Development: Mentor and coach junior project managers and analysts, fostering a culture of continuous learning and high performance.
• Change Management: Lead change initiatives, including communication plans, training, and adoption strategies, to ensure smooth transitions and stakeholder buy‑in.

Essential Qualifications

• Minimum 8+ years of experience in project or program management, strategy consulting, or customer success operations.
• Proven track record of delivering complex, cross‑functional projects on time and within budget.
• Strong analytical mindset with advanced proficiency in financial modeling, data analysis, and performance metrics.
• Deep understanding of customer success concepts, lifecycle management, and the ability to translate customer insights into actionable strategies.
• Hands‑on experience with project management tools (Asana, Jira, Smartsheet, Monday.com) and CRM/CS platforms (Salesforce, Gainsight).
• Advanced skills in Microsoft Excel, Google Sheets, SQL, Tableau, and Looker for data manipulation and visualization.
• Bachelor’s degree in Business, Management, Engineering, or a related field; an MBA or advanced certification (PMP, Prince2, or equivalent) is highly desirable.
• Excellent communication, presentation, and stakeholder‑management skills.

Preferred Qualifications

• Experience in a high‑growth SaaS or technology company with a strong focus on customer success.
• Knowledge of mobile messaging, voice, or email communication platforms.
• Familiarity with agile frameworks (Scrum, Kanban) and continuous improvement methodologies (Lean, Six Sigma).
• Demonstrated ability to influence executive leadership and drive strategic initiatives across multiple business units.
• Fluency in additional languages is a plus, reflecting our global customer base.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Project Management Excellence (Agile & Waterfall)
• Data‑Driven Decision Making
• Financial Acumen & Budget Management
• Process Design & Optimization
• Stakeholder Engagement & Influence
• Change Management & Adoption
• Team Coaching & Talent Development
• Excellent Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as dynamic as the market we serve. As a senior leader, you will have the chance to:

• Shape the future of our customer success organization and influence company‑wide strategy.
• Lead cross‑functional initiatives that span product, engineering, sales, and finance.
• Mentor and develop the next generation of project managers and analysts.
• Participate in executive leadership forums, contributing to high‑level decision making.
• Access to continuous learning resources, including certifications, workshops, and industry conferences.
• Potential to transition into broader leadership roles such as Director of Customer Success or VP of Operations.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and relentless curiosity. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through weekly virtual town halls, real‑time collaboration tools, and a vibrant internal community. We celebrate diversity, champion inclusion, and encourage every team member to bring their authentic self to work. Our “Success Stories” program highlights individual and team achievements, reinforcing a culture of recognition and continuous improvement.

Compensation & Benefits

Salary Range: USD 152,000 – 190,000 per year (commensurate with experience and qualifications). Bonus & Equity: Performance‑based annual bonus and potential equity participation in line with company policy. Benefits Package:

• 401(k) plan with company matching
• Generous paid time off (PTO) and flexible vacation policy
• Health, dental, and vision insurance (fully or partially covered)
• Retirement plan options
• Generous parental leave for new parents
• Wellness stipend and mental health resources
• Professional development stipend and conference reimbursement
• Employee assistance program (EAP)
• Remote work stipend for home office setup

How to Apply

If you’re ready to lead transformative projects, shape strategy, and drive customer success at a company that values innovation and impact, we want to hear from you. Submit your resume and a brief cover letter outlining your most significant project achievements and how you envision contributing to brighthush’s growth. Let’s build the future of customer experience together.