Senior Remote Customer Success Manager – AI‑Powered Underwriting & Automation Platform for Commercial Property & Casualty Insurance at brighthush – Champion Customer Growth & Innovation

Introduction

Welcome to brighthush, a trailblazer at the intersection of artificial intelligence and commercial property & casualty (P&C) insurance. Since our founding in 2016, we have been dedicated to transforming the underwriting process into a frictionless, data‑driven experience that empowers insurers to make faster, smarter decisions. Our cloud‑native platform automates document processing, streamlines underwriting workflows, and delivers actionable insights that help carriers reduce risk, cut costs, and accelerate time‑to‑market.

As a remote‑first organization, brighthush offers the flexibility to work from anywhere in the United States while fostering a culture of collaboration, continuous learning, and customer obsession. We are looking for a seasoned Customer Success Manager who will become the trusted partner for our commercial P&C clients, ensuring they achieve measurable business outcomes and become long‑term advocates for our platform.

About brighthush

At brighthush, we believe that technology should amplify human expertise, not replace it. Our mission is to empower insurance carriers with AI‑driven insights that enable them to underwrite more accurately, service policyholders more efficiently, and innovate faster than ever before. We partner with carriers of all sizes—from regional specialists to national leaders—helping them navigate regulatory complexities, adopt new underwriting models, and unlock the full value of their data.

Our team is built on a foundation of transparency, curiosity, and a relentless focus on customer success. We celebrate diversity, encourage experimentation, and reward bold ideas that push the industry forward. Whether you’re a seasoned professional or an emerging talent, brighthush offers a dynamic environment where you can grow, learn, and make a tangible impact.

The Role: Senior Remote Customer Success Manager

As a Senior Remote Customer Success Manager, you will be the linchpin between brighthush and our commercial P&C clients. You will own the entire customer lifecycle—from onboarding and adoption to renewal and expansion—ensuring that each client realizes the full value of our AI‑powered platform. Your strategic vision, deep industry knowledge, and customer‑centric mindset will drive adoption, retention, and revenue growth.

Key Responsibilities

• Drive Platform Adoption – Lead the end‑to‑end customer journey, ensuring users fully leverage the brighthush platform to meet their underwriting and automation goals. Develop adoption roadmaps, conduct training sessions, and create best‑practice guides that resonate with technical and non‑technical stakeholders.
• Own Customer Health & Communication – Monitor adoption risk, renewal readiness, and expansion signals; proactively engage with stakeholders to mitigate churn and unlock upsell opportunities. Use data‑driven dashboards to forecast health scores and intervene before issues become critical.
• Strategic Solution Design – Leverage deep knowledge of the commercial P&C insurance ecosystem and the brighthush platform to architect tailored solutions that align with each client’s strategic objectives. Translate complex technical capabilities into clear business value propositions.
• Collaborate on Renewals & Upsells – Partner with Business Development Executives to secure renewals, identify cross‑sell and upsell opportunities, and consistently achieve or exceed renewal rate targets. Prepare renewal decks, negotiate terms, and ensure a smooth transition to the next contract cycle.
• Voice of the Customer – Act as the customer advocate across product, engineering, marketing, and sales teams, feeding insights that shape roadmap priorities and feature enhancements. Champion customer needs in internal discussions and ensure that the platform evolves in line with market demands.
• Build Success Playbooks – Design scalable customer success frameworks, adoption motions, and health‑score models that reinforce a customer‑outcomes culture throughout brighthush. Document processes, create playbooks, and train new hires to maintain consistency and excellence.
• Problem Resolution – Address complex customer challenges with a sense of urgency, coordinating cross‑functional resources to deliver timely, effective solutions. Escalate issues when necessary and ensure that resolution is communicated clearly to all stakeholders.
• Data‑Driven Decision Making – Analyze usage metrics, adoption trends, and customer feedback to identify improvement opportunities. Present findings to leadership and recommend actionable steps to enhance the customer experience.
• Thought Leadership & Advocacy – Represent brighthush at industry events, webinars, and client workshops. Share insights on AI in underwriting, regulatory trends, and best practices to position brighthush as a thought leader.

Essential Qualifications

• Minimum 5 years of SaaS Customer Success experience, with a proven track record managing strategic or enterprise accounts.
• Deep understanding of commercial P&C insurance products, underwriting workflows, and regulatory requirements.
• Hands‑on experience with brighthush and other leading SaaS customer success platforms.
• Demonstrated ability to translate technology capabilities into tangible business value for insurance carriers.
• Exceptional organizational skills, capable of juggling multiple high‑priority accounts simultaneously.
• Strong written and verbal communication skills, with the ability to tailor messaging for C‑suite executives, line‑of‑business leaders, and technical teams.
• Bachelor’s degree in Business, Finance, Insurance, or a related field, or equivalent professional experience.

Preferred Qualifications

• Experience in a high‑growth SaaS startup environment, navigating rapid scaling and evolving customer needs.
• Prior exposure to AI‑driven underwriting solutions or document automation platforms.
• Proficiency in data analysis tools (e.g., Excel, SQL, Tableau) to derive insights from customer usage metrics.
• Knowledge of insurance industry standards such as ISO, NAIC, and state‑specific underwriting guidelines.
• Certification in Customer Success Management or related disciplines.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strategic thinking and the ability to translate business objectives into actionable plans.
• Strong analytical skills to interpret adoption data, forecast renewal risks, and identify expansion opportunities.
• Influence and negotiation skills to secure renewals and upsell deals while maintaining long‑term relationships.
• Project management acumen to coordinate cross‑functional initiatives and drive execution.
• Adaptability to thrive in a fast‑paced, remote‑first environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as our product innovation. As a Customer Success Manager, you will:

• Progress to senior roles such as Senior Customer Success Manager, Director of Customer Success, or VP of Customer Success, depending on performance and leadership potential.
• Participate in leadership development programs, mentorship circles, and cross‑functional rotations to broaden your skill set.
• Attend industry conferences (e.g., Insurance Innovators Summit, AI in Insurance Expo) and receive sponsorship for certifications and training.
• Contribute to internal knowledge bases, webinars, and thought‑leadership content that positions brighthush as a market authority.
• Lead initiatives that shape the future of the platform, influencing product strategy and roadmap.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and innovation. Our remote‑first culture means:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual town halls, team‑building events, and “Ask Me Anything” sessions with senior leadership.
• A culture of psychological safety where ideas are welcomed, experimentation is encouraged, and failures are viewed as learning opportunities.
• Access to a vibrant community of professionals across product, engineering, sales, and customer success, fostering cross‑functional learning.
• Annual in‑person retreats that bring the team together for strategy, bonding, and celebration.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary with performance‑based bonuses tied to customer health, renewal rates, and expansion revenue.
• Comprehensive health benefits: medical, dental, vision, short‑term and long‑term disability, life, and accident insurance.
• Generous paid time off (PTO) policy, including flexible vacation days and paid holidays.
• 401(k) retirement plan with company match.
• Paid parental leave for new parents.
• Remote work stipend to support home‑office setup.
• Continuous learning stipend for courses, certifications, and industry events.
• Employee wellness program, including mental health resources and fitness subsidies.
• Annual performance review with clear career progression pathways.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is redefining how commercial insurers operate. You will:

• Work with cutting‑edge AI technology that is reshaping underwriting and document automation.
• Partner with a diverse group of experts who are passionate about solving complex insurance challenges.
• Have the autonomy to shape customer success strategies that directly impact revenue and customer satisfaction.
• Enjoy a remote‑first lifestyle that balances professional ambition with personal well‑being.
• Contribute to a culture that values curiosity, experimentation, and continuous improvement.

Ready to Make an Impact?

If you are a proactive, customer‑obsessed professional with a strong background in SaaS customer success and commercial P&C insurance, we want to hear from you. Bring your expertise, your curiosity, and your drive to help insurers unlock the full potential of AI‑powered underwriting.

Apply today and help us build the future of insurance—one seamless, data‑driven experience at a time.