Senior Remote Customer Success Manager – Digital Experience Platforms & Strategic Client Success Leadership – Accelerate Global Brand Growth, Innovation, and Customer Delight at brighthush

About brighthush

brighthush is a pioneering design and technology studio that empowers the world’s most ambitious brands to thrive in an ever‑evolving digital landscape. With a global footprint spanning North America, Europe, and Latin America, we fuse creative storytelling, cutting‑edge technology, and data‑driven insights to craft experiences that are not only visually stunning but also deeply intelligent, shoppable, and uniquely tailored to each brand’s DNA. Our work sits at the intersection of art and science, where we harness AI, immersive tech, and advanced analytics to turn ideas into measurable business outcomes.

At brighthush, culture is more than a buzzword—it’s the engine that drives our success. We celebrate curiosity, collaboration, and a relentless pursuit of excellence. Diversity in every form—race, gender, religion, sexual orientation, age, disability, and the unique perspectives each team member brings—fuels our creativity. We believe the best work emerges when people feel safe to be authentic, to challenge the status quo, and to innovate together.

Why Join brighthush?

If you’re passionate about customer success, love solving complex problems, and want to make a tangible impact on global brands, brighthush is the place for you. We’re a mission‑driven organization redefining how brands connect with their audiences. Our blend of art, science, and technology creates digital experiences that drive measurable business outcomes. As a remote‑first company, we offer flexibility, autonomy, and a culture that values work‑life balance, continuous learning, and professional growth.

Role Overview

As a Senior Remote Customer Success Manager, you will be the strategic bridge between our clients’ business objectives and our end‑to‑end managed services. You will lead a dynamic, cross‑functional team that delivers 24/7 support across a portfolio of platforms—including CRM systems, digital experience platforms, and custom web solutions—ensuring every client interaction is seamless, proactive, and outcome‑focused. This high‑impact, hands‑on role thrives on fast‑paced collaboration, analytical rigor, and a passion for turning complex challenges into scalable solutions.

Key Responsibilities

• Client Relationship Stewardship: Serve as the primary point of contact for a portfolio of high‑value clients, building trust and ensuring their business goals are met through our managed services.
• Operational Leadership: Oversee day‑to‑day support operations, including ticket lifecycle management, prioritization, and resolution across cross‑functional teams.
• Strategic Planning: Develop and maintain a release calendar for each client, coordinate backlog grooming sessions, and align priorities with business objectives.
• Escalation Management: Act as the first escalation point for Severity 1 and 2 incidents, coordinating rapid response and post‑mortem analysis to prevent recurrence.
• Performance Monitoring: Track monthly support hours, flag potential overages, and collaborate with finance to manage budgetary constraints.
• Reporting & Analytics: Create and deliver weekly status reports, dashboards, and insights that highlight service health, trend analysis, and improvement opportunities.
• Renewal & Upsell Enablement: Partner with the sales team to draft renewal proposals, identify cross‑sell and upsell opportunities, and articulate the value of expanded support.
• Onboarding & Workshops: Lead client kickoff workshops, new‑client onboarding sessions, and continuous education initiatives to maximize platform adoption.
• Team Collaboration: Mentor and coach support engineers, developers, and analysts, fostering a culture of continuous improvement and knowledge sharing.
• Process Improvement: Identify gaps in support workflows, propose enhancements, and champion the adoption of best practices across the organization.

Essential Qualifications

• 5+ years of experience in a client‑facing role such as Customer Success Manager, Account Manager, Project Manager, or Operations Manager.
• Proven track record managing multiple client accounts simultaneously while maintaining high satisfaction scores.
• Hands‑on experience with digital platforms—CRM systems, digital experience platforms, content management systems, or similar ecosystems.
• Strong understanding of agile development methodologies and experience leading cross‑functional teams.
• Excellent written and verbal communication skills, with the ability to translate technical concepts into business value.
• Demonstrated ability to manage complex workstreams, prioritize competing demands, and deliver results under tight deadlines.
• Proactive, solution‑oriented mindset with a passion for helping clients achieve measurable success.
• Remote work experience and self‑management skills to thrive in a distributed environment.

Preferred Qualifications

• Experience in digital marketing, web development, or technical support environments.
• Background in data analytics, reporting, or business intelligence tools.
• Knowledge of cloud infrastructure and integration patterns.
• Certifications such as CRM Administrator, Digital Experience Expert, or Agile Certified Practitioner.
• Experience with customer success platforms and ticketing systems.

Skills & Competencies

• Strategic Thinking: Ability to align support operations with long‑term client goals.
• Analytical Acumen: Proficiency in data analysis to drive decision‑making and process optimization.
• Leadership & Coaching: Talent for motivating teams, fostering collaboration, and developing future leaders.
• Customer‑Centric Mindset: Deep empathy for client challenges and a commitment to delivering exceptional experiences.
• Adaptability: Comfortable navigating ambiguity, shifting priorities, and evolving technology landscapes.
• Project Management: Skilled in planning, scheduling, and executing complex initiatives.

Key Success Metrics

Client Satisfaction: Maintain a Net Promoter Score (NPS) of 70+ and a Customer Satisfaction (CSAT) score above 90%.

Operational Efficiency: Reduce average ticket resolution time by 20% year‑over‑year.

Revenue Growth: Drive a 15% increase in upsell and cross‑sell revenue from the managed services portfolio.

Team Development: Achieve a 90% employee engagement score within the support team.

Team Structure & Collaboration

You will report to the Director of Customer Success and work closely with the following teams:

• Support Engineers: Technical experts who resolve day‑to‑day issues.
• Product Managers: Define roadmap priorities and feature releases.
• Sales & Renewals: Identify growth opportunities and manage contract negotiations.
• Finance & Billing: Ensure accurate invoicing and budget adherence.
• Marketing & Communications: Craft client communications and success stories.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent through continuous learning and career advancement. As a Senior Remote Customer Success Manager, you will:

• Participate in leadership development programs that sharpen strategic thinking and executive communication.
• Engage in cross‑departmental projects, gaining exposure to product development, marketing, and engineering.
• Access a curated library of courses, certifications, and industry conferences to stay ahead of emerging trends.
• Mentor junior team members, building a legacy of knowledge sharing and professional growth.
• Advance into senior leadership roles such as Director of Customer Success, Head of Client Services, or VP of Operations.

Work Environment & Culture

brighthush champions a flexible, inclusive, and collaborative work culture. Key highlights include:

• Fully remote operations with a focus on work‑life balance and autonomy.
• Regular virtual team gatherings, hackathons, and knowledge‑sharing sessions.
• Transparent communication channels and an open‑door policy for ideas and feedback.
• Commitment to diversity, equity, and inclusion, with ongoing training and resource groups.
• Access to state‑of‑the‑art tools and technology that empower you to deliver top‑tier client service.

Compensation & Benefits

Competitive salary range: $70,000 – $80,000 USD (based on experience, qualifications, and market conditions). In addition, brighthush offers:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off and flexible holiday scheduling.
• Professional development stipend and reimbursement for certifications.
• Wellness programs, including virtual fitness classes and mental health resources.
• Equity options for eligible employees.

Technology Stack & Tools

As a Senior Remote Customer Success Manager, you will work with a robust set of tools designed to streamline client interactions and internal workflows:

• CRM & Ticketing: Salesforce, Zendesk, or similar platforms.
• Analytics & Reporting: Tableau, Power BI, or Looker.
• Collaboration: Slack, Microsoft Teams, and Confluence.
• Project Management: Jira, Asana, or Monday.com.
• Remote Work: Zoom, Webex, and cloud‑based file sharing solutions.

How to Apply

Ready to elevate client success to new heights? Submit your application through our careers portal or click the link below to explore this opportunity further.

Apply to brighthush Today

Closing

At brighthush, we’re redefining what it means to create transformative digital experiences. If you’re a strategic, data‑driven, and client‑obsessed professional eager to lead high‑impact initiatives in a dynamic, remote environment, we want to hear from you. Join us and help shape the future of digital success—one client at a time.