Senior Remote Customer Success Manager – AI‑Powered Support, Onboarding & Product Advocacy for Sports Tech – Drive Growth & Innovation at brighthush

About brighthush

brighthush is a trailblazing technology company that empowers professional and collegiate sports teams to create data‑rich, story‑driven presentations that win games, captivate fans, and unlock new revenue streams. Since our founding in 2010, we have grown into a vibrant, 200‑plus employee organization that thrives on innovation, collaboration, and an unwavering focus on customer success. Our mission is simple yet powerful: deliver the smartest, most intuitive tools that let teams shine on and off the field.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, embraces experimentation, and rewards bold ideas. We are a remote‑first company, giving you the flexibility to work from anywhere in the United States while staying connected to a global team of engineers, designers, product managers, and fellow customer success leaders. We invest heavily in professional development, offer competitive compensation, and provide a comprehensive benefits package that supports your health, well‑being, and long‑term growth.

Role Overview

As a Senior Remote Customer Success Manager at brighthush, you will be the linchpin between our customers and the product. You will own the entire customer journey—from first touch to renewal—while leveraging AI to streamline support, enhance onboarding, and drive adoption. Your voice will shape the roadmap, influence product decisions, and ensure every customer feels heard, supported, and empowered to achieve their goals.

Key Responsibilities

• AI‑Powered Support Excellence – Use AI tools to draft responses, summarize long threads, cluster recurring issues, and convert resolved tickets into reusable knowledge base articles.
• Quality Champion – Own the final output. Every AI‑generated draft must be clear, accurate, and on‑brand before it reaches the customer.
• Living Knowledge Base – Treat the knowledge base as a dynamic product. Turn repeat questions into self‑serve solutions and keep content fresh with AI‑driven updates.
• Inbox Stewardship – Triage tickets rapidly, answer what you can, and route complex issues to product or engineering. Maintain response times that exceed industry standards.
• Onboarding Lead – Design and deliver a seamless onboarding experience that includes kickoff meetings, configuration, first‑value guidance, and follow‑through to ensure adoption.
• Product Training Specialist – Conduct 1:1 and group training sessions, explaining AI capabilities, use cases, and limitations in plain language.
• Documentation & Walkthroughs – Build and maintain training materials, walkthroughs, and customer‑facing documentation, using AI to keep them current as the product evolves.
• Adoption Advocate – Identify accounts with low adoption, intervene early, and implement strategies to increase usage before churn risks materialize.
• Project Management – Own end‑to‑end customer projects: set timelines, define milestones, track status, and deliver on schedule.
• Cross‑Functional Collaboration – Coordinate with product, engineering, and design to deliver on customer needs and ensure timely releases.
• Proactive Communication – Keep stakeholders informed about progress, blockers, and next steps.
• Roadmap Feedback Loop – Serve as the signal path from the field to the roadmap. Translate customer pain points into structured, evidence‑backed product requests.
• Feature Validation – Pressure‑test new features before launch, provide feedback, and help shape rollout strategies.
• Advocacy & Voice – Bring a strong opinion to the table. Advocate for the customer, not just file requests.
• Data‑Driven Decision Making – Use usage trends, engagement patterns, and product signals to prioritize outreach and support.
• Early Disengagement Response – Act on declining usage, unresponsive contacts, and unresolved frustration before it escalates to renewal discussions.
• Expansion Signals – Flag opportunities for upsell or cross‑sell to the revenue team based on new feature interest or expanding use cases.
• Health Scoring Contribution – Enhance health scores with qualitative insights that data alone can’t capture.
• Risk Transparency – Provide honest, data‑backed updates to leadership on accounts at risk and the root causes.

Essential Qualifications

• 3+ years in a customer‑facing role (customer success, support, account management, implementation).
• Deep AI fluency: daily use of brighthush, brighthush, or similar tools for drafting, summarizing, analyzing, and automating.
• Technical curiosity: self‑starter who learns new tools quickly and can navigate CRMs, help desks, and reporting dashboards independently.
• Product instinct: ability to understand why software is built a certain way and translate customer pain into actionable product insights.
• Exceptional written communication: craft clear, helpful responses under pressure and de‑escalate frustrated customers in a single email.
• Strong project management instincts: follow‑through, no ball‑dropping, and relentless follow‑up.
• Queue discipline: manage a busy inbox, prioritize ruthlessly, and maintain tight response times without burnout.
• Real customer empathy: care deeply about customer success and solve problems rather than just close tickets.
• Comfortable teaching: run training sessions confidently, explain technical concepts in plain language, and handle tough questions.
• Tooling experience: help desk platforms (brighthush, brighthush, brighthush) and CRMs (brighthush, brighthush).
• Documentation experience: built or maintained customer‑facing docs or a knowledge base.
• SaaS experience strongly preferred.
• Bonus: automation across help desk, CRM, or knowledge base.

Preferred Qualifications

• Experience in a high‑growth SaaS company with a focus on customer success.
• Background in data analysis or product analytics.
• Experience building or managing customer success metrics and dashboards.
• Knowledge of sports technology or related industries.

Skills & Competencies

• AI Prompt Engineering & Evaluation
• Customer Journey Mapping
• Onboarding & Training Design
• Knowledge Base Management
• Project Management & Agile Methodologies
• Data Analysis & Health Scoring
• Cross‑Functional Collaboration
• Communication & Storytelling
• Problem Solving & Critical Thinking
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, your career path is not limited to a single role. You’ll have the chance to:

• Progress to Senior Customer Success Manager, Customer Success Lead, or Director of Customer Success.
• Move into Product Management or Product Marketing, leveraging your deep customer insights.
• Lead cross‑functional initiatives that shape the product roadmap and customer experience.
• Participate in leadership development programs, mentorship, and industry conferences.
• Contribute to internal knowledge bases, training programs, and AI research initiatives.

Work Environment & Culture

brighthush is a remote‑first, inclusive, and collaborative environment. We value:

• Transparency: open communication across all levels.
• Innovation: experimentation with AI, automation, and new customer success methodologies.
• Empowerment: autonomy to make decisions that benefit customers.
• Work‑Life Balance: flexible hours, unlimited vacation, and a focus on results over hours.
• Diversity & Inclusion: a culture that celebrates diverse perspectives and backgrounds.

Compensation & Benefits

While the exact compensation package will be tailored to your experience, you can expect:

• Competitive base salary commensurate with market rates for remote Customer Success Managers.
• Performance‑based bonuses tied to customer health, adoption, and revenue metrics.
• Equity or stock‑option plans to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work hours.
• Professional development stipend and access to industry conferences.
• Remote work stipend for home office setup.
• Wellness programs, including mental health resources and virtual fitness classes.

How to Apply

If you’re passionate about using AI to transform customer success, thrive in a fast‑paced SaaS environment, and want to make a tangible impact on the success of professional and collegiate sports teams, we want to hear from you. Submit your application through the link below and join brighthush in redefining the future of customer success.

Apply to this role at brighthush

Apply for this job

Apply for this job

Apply for this job