Senior Remote Customer Success Consultant – Driving Post‑Implementation Adoption, ROI & Expansion in B2B SaaS

About brighthush

brighthush is a trailblazing technology company that empowers field service teams to work smarter, faster, and more collaboratively. With a low‑code platform that blends human expertise with intelligent automation, we help businesses across manufacturing, utilities, and logistics streamline operations, reduce downtime, and unlock measurable ROI. Founded in 2015, brighthush has grown to a vibrant, global community of 51‑200 employees, and we’re now looking for a seasoned Customer Success Consultant to join our remote US team and help shape the future of field service excellence.

Why This Role Matters

As a Remote Customer Success Consultant, you will be the champion of our customers’ journey from go‑live to sustained value. Your work will directly influence adoption rates, customer satisfaction, and revenue growth. You’ll partner with executives, IT leaders, and operational teams to turn data into action, automate routine tasks, and embed AI‑driven insights into everyday workflows. In short, you’ll be the bridge that turns technology into tangible business outcomes for our clients.

Key Responsibilities

• Own Post‑Implementation Journeys – Manage a portfolio of accounts, ensuring seamless adoption from launch through ongoing value delivery and measurable ROI.
• Proactive Health Monitoring – Track usage, sentiment, and support tickets; intervene early to mitigate churn risks.
• Lead Quarterly Business Reviews (QBRs) – Present ROI stories, uncover expansion opportunities, and strengthen executive relationships.
• Stakeholder Navigation – Build trusted relationships across operational, IT, and service delivery teams in complex, multi‑layered organizations.
• Facilitate Adoption Activities – Conduct workshops, training sessions, and change‑management initiatives that transform resistance into advocacy.
• Identify Expansion Opportunities – Analyze maturity and usage patterns to qualify upsell and cross‑sell prospects; support renewal processes to hit NRR targets.
• Cross‑Functional Collaboration – Work closely with Professional Services, Support, Product, and Sales to ensure a cohesive customer experience.
• Automate & Optimize – Spot automation opportunities, implement AI‑driven workflows, and continuously refine engagement cadences.
• Continuous Improvement – Develop repeatable playbooks, experiment with new engagement tactics, and contribute to evolving CS methodology.

Essential Qualifications

• 5–8 years of experience in customer success, account management, or consulting within B2B SaaS environments.
• Proven track record of managing complex relationships and delivering measurable outcomes such as Gross Retention Rate (GRR), Expansion ARR, and Adoption metrics.
• Exceptional stakeholder orchestration skills: navigate multi‑layered organizations, influence without authority, and craft compelling narratives for diverse audiences.
• Strategic thinker with a bias to action: balance long‑term vision with tactical execution, making data‑driven decisions with a 70% evidence base.
• First‑principles problem solver with strong business acumen, ROI modeling, and data‑driven decision making.
• Technical fluency and change‑management expertise: comfortable engaging in configuration‑level conversations, troubleshooting platform issues, and deploying adoption interventions.
• Hustler mentality with customer empathy: resourceful, persistent, opportunistic, and genuinely passionate about customer success.
• AI‑forward mindset: actively experiment with AI tools, seek automation opportunities, and treat efficiency improvement as a professional discipline.
• Excellent communication and facilitation skills: experience leading workshops, executive presentations, and training sessions.
• Field operations experience (field service management, industrial workforce operations, or enterprise operations platforms) is a meaningful plus.
• Spanish language proficiency in a business setting is a plus.

Preferred Qualifications

• Experience working with low‑code or no‑code platforms that integrate with enterprise systems.
• Background in data analytics or data‑driven customer success frameworks.
• Knowledge of AI/ML concepts applied to customer engagement and workflow automation.
• Prior experience in a high‑growth SaaS startup environment.

Skills & Competencies

• Strategic Account Management
• Customer Journey Mapping
• Data Analysis & ROI Modeling
• Stakeholder Influence & Negotiation
• Change Management & Adoption Enablement
• Automation & AI Integration
• Workshop & Presentation Facilitation
• Cross‑Functional Collaboration
• Problem Solving & Critical Thinking
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career acceleration. As a Customer Success Consultant, you will have access to:

• Mentorship from senior leaders in Customer Success, Product, and Engineering.
• Regular training on the latest AI tools, data analytics techniques, and low‑code platform capabilities.
• Opportunities to lead cross‑functional projects that shape product roadmaps and customer experience strategies.
• Clear promotion paths to Senior Customer Success Manager, Director of Customer Success, or Head of Customer Experience.
• Participation in industry conferences, webinars, and thought‑leadership events.

Work Environment & Culture

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

• Weekly virtual town halls and team stand‑ups.
• Digital collaboration tools (Slack, Teams, Confluence).
• Quarterly virtual retreats and optional in‑person meetups.
• Inclusive policies that celebrate diversity and encourage work‑life balance.
• Open‑door communication with founders and executives.

Compensation, Perks & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to customer retention, expansion, and adoption metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual tech stipend for home‑office equipment upgrades.

H1B Sponsorship

brighthush has a history of supporting international talent through H1B sponsorships. While sponsorship is not guaranteed for every role, we are committed to exploring opportunities for qualified candidates who bring unique expertise to our team.

Ready to Make an Impact?

If you’re a strategic thinker with a passion for turning technology into measurable business value, we invite you to join brighthush. Bring your expertise in customer success, data analytics, and AI‑driven automation to a company that values innovation, collaboration, and growth. Apply today and help us redefine the future of field service automation for our global customers.