Senior Remote Customer Success Manager – Digital Platforms & Client Experience Leadership – Empowering Global Brands at brighthush

About brighthush

brighthush is a forward‑thinking design and technology powerhouse 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 blend 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 culture is built on curiosity, collaboration, and a relentless pursuit of excellence. We celebrate diversity in every form—race, gender, religion, sexual orientation, age, disability, and the unique perspectives that each team member brings. At brighthush, we believe that the best work emerges when people feel safe to be authentic, to challenge the status quo, and to innovate together.

Role Overview

As a Senior Remote Customer Success Manager at brighthush, you will be the linchpin that connects our clients’ business objectives with 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 that every client interaction is seamless, proactive, and outcome‑focused.

This is a high‑impact, hands‑on role that thrives on fast‑paced collaboration, analytical rigor, and a passion for turning complex challenges into scalable solutions. If you are a strategic thinker who loves to dive into the details, orchestrate multiple workstreams, and champion client success, brighthush is the place for you.

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.

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.

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.