Senior Remote Customer Success Manager – B2B SaaS Growth & Expansion Champion – Driving Account Success, Revenue, and Customer Loyalty at brighthush

Welcome to brighthush – Where Digital Engagement Meets Human Connection

At brighthush, we’re on a relentless mission to transform the way modern businesses capture, nurture, and convert leads. Since our founding in 2017, we’ve grown from a Melbourne‑based startup into a global SaaS powerhouse that serves thousands of teams across the United States, Europe, and Asia. Our flagship platform redefines lead capture, contact management, and relationship nurturing, turning every interaction into a data‑driven opportunity for growth.

We believe technology should amplify human potential, not replace it. That philosophy is woven into every line of code, every customer conversation, and every strategic decision. As a remote‑first organization, you can work from anywhere in the USA while staying connected to a vibrant, high‑performing team that values autonomy, accountability, and continuous learning.

Why brighthush is the Place to Accelerate Your Career

• Mission‑Driven Impact – Shape the future of digital engagement for teams worldwide.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Sales, and Support to deliver seamless customer experiences.
• Competitive Total Rewards – Base salary, performance bonuses, equity, and a comprehensive benefits suite.
• Clear Growth Pathways – From Customer Success Manager to Senior Manager, Director, and VP of Customer Success.
• Culture of Experimentation – Celebrate wins, learn from failures, and continuously iterate on processes.

Role Overview

As a Senior Remote Customer Success Manager at brighthush, you will be the trusted partner for a portfolio of high‑value business customers. Your mission is to guide them through every stage of the customer lifecycle—from onboarding and product adoption to renewal and expansion—while driving both customer satisfaction and revenue growth. You will own the end‑to‑end customer experience, collaborate closely with Sales, Support, Product, and Engineering, and use data‑driven insights to continuously improve outcomes.

Key Responsibilities

• Onboarding & Rollout Leadership – Design and execute comprehensive onboarding plans that set clear objectives, align expectations, and accelerate time‑to‑value for each customer.
• Product Enablement – Conduct tailored product knowledge sessions, feature walkthroughs, and webinars for administrators and end‑users, ensuring teams are fully equipped to leverage brighthush’s capabilities.
• Relationship Building – Cultivate strong relationships with customer champions, budget owners, and decision‑makers, gaining deep insight into their priorities, buying cycles, and success metrics.
• Data‑Driven Insight – Leverage product usage analytics and customer conversations to identify adoption barriers, renewal risks, and expansion opportunities.
• Renewal & Commercial Ownership – Own the renewal process, including pricing negotiations, contract discussions, and churn mitigation strategies.
• Account Expansion – Proactively identify and pursue opportunities to introduce brighthush to additional teams, departments, and geographies within existing accounts.
• Account Planning & Forecasting – Maintain detailed account plans, health scores, renewal forecasts, and expansion pipelines in our CRM.
• Cross‑Functional Collaboration – Partner with Support, Product, and Engineering to resolve escalations, gather feedback, and communicate solutions to customers.
• Process & Automation – Continuously refine playbooks, implement AI‑driven automation, and balance efficiency with personalized customer care.
• Thought Leadership – Represent brighthush at industry events, webinars, and user groups, sharing best practices and gathering market insights.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related role within B2B SaaS, with a proven track record of driving adoption, retention, and revenue growth.
• Demonstrated success in managing end‑to‑end customer journeys, from onboarding through renewal and expansion.
• Strong commercial acumen: comfortable leading renewal negotiations, pricing discussions, and upsell conversations with senior stakeholders.
• Proficiency in using data—product usage metrics, revenue data, and customer feedback—to prioritize initiatives and measure impact.
• Excellent communication skills: ability to deliver engaging product training, navigate challenging conversations, and articulate value to C‑suite executives.
• Highly organized with a proven ability to manage a large portfolio of accounts, maintain meticulous documentation, and follow through on commitments.
• Self‑motivated, curious, and comfortable working independently in a fast‑moving, remote environment.
• Experience managing rollouts across multiple departments, locations, or large employee populations.

Preferred Qualifications

• Experience with AI‑driven customer success tools and automation platforms.
• Background in a high‑growth SaaS company that has scaled customer success operations.
• Knowledge of the digital marketing or sales enablement space.
• Fluency in English and at least one additional language.

Skills & Competencies

• Customer‑Centric Mindset – Passion for understanding customer needs and delivering measurable value.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Analytical Rigor – Comfortable interpreting data, spotting trends, and making data‑backed decisions.
• Influence & Negotiation – Skilled at building consensus, negotiating contracts, and closing upsell deals.
• Collaboration & Teamwork – Thrive in cross‑functional teams and foster strong internal relationships.
• Adaptability & Resilience – Navigate ambiguity, pivot quickly, and maintain composure under pressure.
• Tech Savvy – Proficient with CRM systems (e.g., brighthush, brighthush), customer success platforms, and productivity tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. We offer:

• Clear promotion paths from Customer Success Manager to Senior Manager, Director, and VP of Customer Success.
• Mentorship from senior leaders and peer learning circles.
• Access to industry conferences, workshops, and online courses.
• Regular performance reviews with actionable feedback and skill‑building plans.
• Opportunities to influence product roadmap and strategy through customer insights.
• Cross‑departmental projects that broaden your skill set and expose you to new business functions.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the USA while staying connected to a global team. We value:

• Flexibility – Flexible hours and a results‑oriented approach.
• Collaboration – Daily stand‑ups, weekly syncs, and open communication channels.
• Inclusive decision‑making – Your voice matters in shaping product, process, and culture.
• Celebration of wins – Regular team offsites, virtual game nights, and recognition programs.
• Continuous improvement – A culture that encourages experimentation, learning from failure, and celebrating successes.
• Community engagement – Volunteer opportunities and partnerships with local nonprofits.

Compensation & Benefits

While specific figures may 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 health, renewal rates, and expansion revenue.
• Equity options to share in the company’s long‑term success.
• 20 days of paid annual leave, plus additional paid time off for holidays and personal days.
• Flexible PTO policy that supports work‑life balance.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Wellness stipend, mental health resources, and access to virtual fitness classes.
• Professional development budget and tuition reimbursement.
• Regular team offsites, dinners, and virtual social events.

How to Apply

Ready to take the next step in your career and help shape the future of digital engagement? Submit your application through our careers portal or click the link below to apply directly.

Apply to this Remote Customer Success Manager position at brighthush

Join brighthush and Turn Every Connection into a Success Story

At brighthush, we’re not just building a product; we’re building relationships that last. If you’re passionate about customer success, thrive in a fast‑paced environment, and want to make a tangible impact on businesses worldwide, we want to hear from you. Bring your expertise, curiosity, and drive for excellence to brighthush, and together we’ll create a future where every interaction is a win.