Senior Remote Customer Success Manager – Brighthush – Driving Adoption, Retention, and Growth for Enterprise Clients
About Brighthush
Brighthush is a forward‑thinking technology partner that empowers businesses to unlock the full potential of cloud, hybrid, and cybersecurity solutions. With a portfolio that spans managed services, SaaS platforms, and next‑generation infrastructure, we help organizations accelerate digital transformation while safeguarding their most valuable assets. Our mission is simple: deliver measurable business outcomes for our clients through innovative technology, expert guidance, and a relentless focus on customer success.
Why Brighthush?
At Brighthush, we believe that technology should be an enabler, not a barrier. That’s why we invest heavily in our people, our processes, and our partnerships. As a remote‑first company, we give our teams the flexibility to work from anywhere while maintaining a culture of collaboration, transparency, and continuous learning. If you thrive in a fast‑paced, high‑impact environment and want to make a real difference for enterprise customers, Brighthush is the place for you.
Position Overview
We are seeking a seasoned Senior Remote Customer Success Manager to join our growing Customer Success organization. In this role, you will be the primary advocate for a portfolio of high‑value enterprise accounts, ensuring they achieve their strategic objectives through the adoption of Brighthush solutions. You will partner with cross‑functional teams—Sales, Delivery, Engineering, Support, and Consulting—to orchestrate a seamless customer journey from onboarding to renewal, while identifying upsell and expansion opportunities that drive revenue growth.
Key Responsibilities
- Serve as the single point of contact for a portfolio of assigned customers, building deep, trusted relationships.
- Develop, own, and execute Customer Success Plans that align with each client’s business goals and desired outcomes.
- Track and analyze customer adoption, utilization, and health metrics to proactively surface opportunities and risks.
- Guide customers through onboarding, adoption, ongoing engagement, and renewal readiness activities, ensuring a smooth lifecycle experience.
- Escalate and resolve customer concerns in a timely manner, coordinating internal resources to achieve swift, satisfactory outcomes.
- Conduct regular touchpoints, including Quarterly Business Reviews (QBRs), to review performance, share insights, and refine success plans.
- Maintain accurate, up‑to‑date documentation of account activities, engagement plans, and success metrics in our CRM and Customer Success platform.
- Identify potential risks to customer satisfaction and retention, and develop mitigation strategies in partnership with internal stakeholders.
- Collaborate closely with Sales, Delivery, Operations, Consulting, Engineering, and Support to deliver a cohesive, high‑quality customer experience.
- Coordinate internal resources to ensure customer needs are addressed efficiently and effectively.
- Facilitate communication between customers and internal teams throughout the customer lifecycle.
- Support renewal activities by demonstrating customer value, business outcomes, and ROI.
- Identify opportunities for additional solutions or services and communicate them to the appropriate Sales partners.
- Contribute to customer retention efforts through proactive engagement and relationship management.
- Build trusted relationships through consistent communication, responsiveness, and a customer‑first mindset.
- Promote a positive customer experience through proactive engagement and follow‑through.
- Follow established Customer Success methodologies, playbooks, and operational processes.
- Provide feedback to leadership on opportunities to improve customer experience, tools, and operational processes.
- Participate in team initiatives, training, and continuous improvement efforts.
Essential Qualifications
- Minimum of 4–6 years of experience in Customer Success, Account Management, or Client Services within a B2B technology or services environment.
- Proven track record of managing enterprise customer relationships, driving adoption, and achieving retention and renewal targets.
- Strong communication, relationship management, and problem‑solving skills.
- Ability to collaborate effectively across cross‑functional teams in a matrixed organization.
- Excellent organizational skills with the ability to manage multiple customers and priorities simultaneously.
- Experience using CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Totango) to manage customer engagement activities.
- Working knowledge of cloud technologies, including AWS, Azure, Google Cloud, VMware, or related platforms.
- Familiarity with Customer Success metrics such as customer health, adoption, retention, and renewal readiness.
- Experience facilitating customer business reviews and presenting performance metrics.
- Ability to work lawfully in the U.S. without employment‑based immigration sponsorship.
Preferred Qualifications
- Advanced degree (Master’s or Ph.D.) in Business, Computer Science, or a related field.
- Experience supporting customers in managed services, cloud, SaaS, cybersecurity, or hybrid infrastructure environments.
- Demonstrated ability to identify and pursue upsell and expansion opportunities in partnership with Sales.
- Experience with data‑driven customer success frameworks and predictive analytics.
- Strong presentation and storytelling skills, with the ability to influence senior stakeholders.
Skills & Competencies
- Customer‑centric mindset with a passion for delivering tangible business value.
- Strategic thinking and the ability to translate customer objectives into actionable success plans.
- Analytical mindset: comfortable working with data to uncover insights and drive decisions.
- Project management skills: adept at coordinating cross‑functional initiatives and meeting deadlines.
- Adaptability: thrive in a fast‑moving, evolving technology landscape.
- Team player: collaborate across departments and share best practices.
- Resilience: handle challenging situations with composure and a solutions‑oriented approach.
Career Growth & Learning Opportunities
At Brighthush, we invest in our people’s professional development. As a Senior Customer Success Manager, you will:
- Advance to a Customer Success Leadership role, overseeing a team of success managers.
- Participate in cross‑functional projects that shape product strategy and go‑to‑market initiatives.
- Access to continuous learning resources, including certifications in cloud platforms, customer success frameworks, and leadership development.
- Mentor junior team members and contribute to the creation of best‑practice playbooks.
- Engage with industry events, webinars, and conferences to stay ahead of market trends.
Work Environment & Culture
Brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is built on:
- Transparent communication: regular all‑hands meetings, open‑door leadership, and real‑time feedback loops.
- Inclusive environment: diverse teams, inclusive hiring practices, and a commitment to equity.
- Innovation mindset: we encourage experimentation, rapid iteration, and learning from failure.
- Work‑life balance: flexible schedules, generous paid time off, and wellness programs.
- Community impact: volunteer opportunities, charitable giving, and sustainability initiatives.
Compensation & Benefits
While specific figures 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 customer retention, expansion, and satisfaction metrics.
- Equity or stock‑option plans to share in the company’s growth.
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Unlimited paid time off and flexible work arrangements.
- Professional development stipend and access to industry conferences.
- Wellness programs, including virtual fitness classes and mental health resources.
Ready to Make an Impact?
If you are a proactive, customer‑focused leader who thrives in a dynamic, remote environment, we want to hear from you. Join Brighthush and help our enterprise clients realize their digital ambitions while advancing your own career in a culture that values innovation, collaboration, and growth.