Senior Remote Customer Success Manager – Accelerating Customer Growth, Retention, and Expansion for a Rapidly Scaling SaaS Platform at brighthush

About brighthush

brighthush is more than a SaaS provider; it is a catalyst for digital transformation that empowers businesses worldwide to streamline operations, enhance collaboration, and unlock new revenue streams. With a rapidly expanding customer base and a culture rooted in innovation, agility, and customer obsession, brighthush is redefining what it means to deliver transformative digital solutions. Our mission is simple yet powerful: help organizations thrive in an ever‑evolving digital landscape by building products that solve real problems and fostering relationships that last.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, fast‑moving team that values creativity, data‑driven decision making, and a relentless focus on customer success. We offer a fully remote work model, flexible schedules, and a collaborative environment where every voice is heard. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find opportunities to grow, learn, and make a tangible impact on our customers and the company’s trajectory.

Role Overview

As a Senior Remote Customer Success Manager, you will own the end‑to‑end customer journey for a portfolio of over 1,000 organizations. Your primary focus will be to drive renewals, identify expansion opportunities, and ensure long‑term retention by delivering measurable value. You will partner closely with Sales, Product, and Leadership to shape a scalable Customer Success function that supports our rapid growth.

Key Responsibilities

• Renewal & Expansion Management: Own the renewal process for each account, ensuring timely and successful contract renewals while proactively identifying upsell and cross‑sell opportunities that align with customer goals.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating feedback into actionable insights for product and service enhancements.
• Strategic Account Planning: Develop and execute account plans that outline key milestones, success metrics, and value delivery roadmaps for each client.
• Executive Engagement: Build and maintain relationships with C‑suite and executive stakeholders, positioning brighthush as a trusted advisor.
• Value Realization & Adoption: Monitor usage analytics, identify adoption gaps, and collaborate with Product and Support teams to drive product adoption and feature utilization.
• Process & Playbook Development: Design and refine CS processes, playbooks, and best‑practice documentation to ensure consistency and scalability across the organization.
• Data‑Driven Reporting: Generate and present regular reports on renewal rates, expansion revenue, churn, and customer health scores to senior leadership.
• Team Collaboration: Work cross‑functionally with Sales, Marketing, Product, and Support to align on customer success initiatives and share insights.
• Continuous Improvement: Stay current on industry trends, emerging technologies, and best practices in customer success to continuously elevate the customer experience.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related role within a SaaS or technology company.
• Proven track record of managing large, complex portfolios and driving renewal and expansion revenue.
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into action.
• Excellent communication and presentation skills, capable of engaging executives and stakeholders at all levels.
• Experience using a CRM platform (e.g., brighthush CRM) and customer success tools to manage pipelines, health scores, and reporting.
• Demonstrated ability to develop and execute strategic account plans that deliver measurable value.
• Self‑motivated, highly organized, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

• Experience in a high‑growth SaaS environment with a focus on customer retention and expansion.
• Background in consulting or professional services, providing strategic guidance to enterprise clients.
• Familiarity with advanced analytics tools (e.g., brighthush) and data visualization.
• Knowledge of industry verticals such as finance, healthcare, or manufacturing, and the unique challenges they face.
• Experience building and scaling Customer Success teams or processes.

Key Skills & Competencies

• Strategic Thinking & Execution
• Relationship Building & Executive Presence
• Data Analysis & Insight Generation
• Project Management & Process Design
• Conflict Resolution & Negotiation
• Customer‑Centric Mindset
• Adaptability & Resilience
• Team Collaboration & Cross‑Functional Alignment

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be as dynamic as our product roadmap. As you demonstrate impact and leadership, you’ll have the chance to:

• Advance into senior Customer Success roles such as Director of Customer Success or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Mentor junior team members and contribute to the development of the next generation of Customer Success leaders.
• Participate in continuous learning programs, including industry conferences, certifications, and internal workshops.
• Influence the company’s culture and values by championing customer‑first principles across all departments.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and empowerment. Our remote‑first model means you’ll work with colleagues across time zones, leveraging digital collaboration tools to stay connected. We celebrate diversity, encourage experimentation, and reward innovative thinking. Whether you’re brainstorming new CS playbooks or troubleshooting a complex customer issue, you’ll find a supportive environment that values your contributions.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, 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 renewal, expansion, and customer health metrics.
• Equity or stock‑option plans that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and flexible working hours to support work‑life balance.
• Professional development budget for courses, certifications, and conferences.
• Access to a robust employee wellness program, including mental health resources and virtual fitness classes.
• Regular virtual team‑building events and occasional in‑person retreats.

How to Apply

If you’re ready to take ownership of customer success at a company that values innovation, impact, and growth, we’d love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Join brighthush and help shape the future of customer success in the SaaS industry.

We look forward to welcoming you to our team!