Senior Remote Customer Success Manager – Driving Adoption, Retention, and Expansion of Innovative Cloud Platforms for Local Governments at brighthush

About brighthush

brighthush is a forward‑thinking SaaS pioneer that empowers local governments to unlock the full potential of cloud technology. Founded in 2022, our mission is to streamline public‑sector operations, elevate citizen engagement, and enable data‑driven decision making for municipalities across the United States. With a nimble team of 11‑50 professionals headquartered in Berkeley Heights, New Jersey, we have already helped dozens of cities, counties, and school districts modernize their workflows, reduce costs, and improve transparency.

Our flagship platform delivers a comprehensive suite of tools for case management, citizen services, data analytics, and compliance tracking—all hosted in a secure, scalable, and highly configurable cloud environment. Because we serve public‑sector clients, we pride ourselves on a deep understanding of regulatory requirements, budget constraints, and the unique challenges that local governments face.

brighthush is a remote‑first organization that values flexibility, collaboration, and continuous learning. We believe that the best ideas come from diverse perspectives, so we actively foster an inclusive culture where every team member can thrive.

Why This Role Matters

As a Senior Remote Customer Success Manager at brighthush, you will be the trusted partner for our public‑sector customers after they go live. Your influence will shape how municipalities adopt our platform, realize tangible value, and ultimately decide to renew and expand their engagement with us. You will be the voice that translates customer needs into product enhancements, ensuring that brighthush remains the go‑to solution for local governments worldwide.

Key Responsibilities

Own the Post‑Implementation Relationship

• Serve as the primary point of contact for engagement, adoption, and value realization across all customer touchpoints.
• Manage the entire customer lifecycle from onboarding to renewal, ensuring a seamless experience that drives satisfaction and loyalty.
• Act as a strategic advisor, helping customers align their technology roadmap with their long‑term public service goals.

Strategic Partnership & Advocacy

• Work closely with municipal leaders to understand their business goals, workflows, and pain points.
• Translate these insights into actionable success plans that align with both the customer’s objectives and brighthush’s strategic roadmap.
• Champion the customer’s voice in cross‑functional meetings, ensuring that their needs are reflected in product development.

Drive Adoption & Expansion

• Deliver best‑practice training, proactive outreach, and tailored workshops that accelerate platform usage.
• Uncover upsell opportunities by analyzing usage patterns and identifying gaps in functionality.
• Champion adoption through data‑driven insights, user segmentation, and targeted engagement strategies.

Account Health Monitoring

• Track utilization, satisfaction, renewal risk, and other key metrics; coordinate remediation or escalation when necessary.
• Use analytics to spot trends early and act before issues become critical.
• Maintain a health scorecard for each account, providing transparent visibility to stakeholders.

Cross‑Functional Collaboration

• Partner with Support, Product, Implementation, and Sales teams to ensure seamless experiences and rapid issue resolution.
• Influence product roadmap decisions by presenting customer insights and market trends.
• Coordinate with Marketing to develop case studies, testimonials, and reference programs.

Lead Quarterly Business Reviews (QBRs)

• Present data‑driven insights, showcase outcomes, and align on future initiatives that drive continued success.
• Use QBRs as a platform to demonstrate ROI, reinforce value, and set the stage for expansion.
• Prepare executive‑level presentations that resonate with municipal decision makers.

Champion the Voice of the Customer (VoC)

• Gather feedback through surveys, interviews, and usage analytics.
• Prioritize feature requests and influence the product roadmap to better serve public‑sector needs.
• Advocate for continuous improvement initiatives that enhance the overall customer experience.

Secure Renewals & Advocacy

• Maintain high levels of customer satisfaction, nurture advocacy, and secure referenceable success stories that fuel growth.
• Drive renewal conversations with a consultative approach, ensuring that customers see clear value in extending their partnership.
• Leverage success stories to support sales pipelines and expand into new municipal markets.

Essential Qualifications

• 3+ years of proven experience in Customer Success, Account Management, or Client Services within a SaaS environment.
• Demonstrated success working with government, public‑sector, or large enterprise customers.
• Exceptional communication, relationship‑building, and problem‑solving skills.
• Proficiency with CRM and customer‑success platforms.
• Highly organized with the ability to manage multiple accounts and priorities simultaneously.
• Passion for customer outcomes and a relentless drive for continuous improvement.
• Bachelor’s degree or equivalent professional experience.
• Track record of achieving 95%+ Gross Retention Rate (GRR) and 110%+ Net Revenue Retention (NRR).

Preferred Qualifications

• Experience in the public‑sector technology space, especially with local government clients.
• Background in data analytics or experience with data‑driven decision making.
• Knowledge of compliance frameworks relevant to public‑sector software (e.g., FedRAMP, GDPR).
• Previous involvement in product roadmap discussions or VoC initiatives.
• Fluency in additional languages commonly used in municipal contexts (e.g., Spanish, French).

Skills & Competencies

• Customer‑centric mindset – Always put the customer’s success first.
• Strategic thinking – Translate customer goals into measurable success plans.
• Data literacy – Analyze usage metrics, churn indicators, and ROI to inform decisions.
• Project management – Coordinate cross‑functional initiatives and deliver on timelines.
• Influence & negotiation – Build consensus across stakeholders and drive adoption.
• Adaptability – Thrive in a fast‑moving, evolving SaaS environment.
• Technical aptitude – Quickly grasp new software features and explain them to non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our collective success. As a Senior Customer Success Manager, you will:

• Progress to senior or lead roles within Customer Success, Product Management, or Strategy.
• Participate in cross‑functional projects that shape the future of our platform.
• Access a generous learning budget for certifications, conferences, and courses.
• Receive mentorship from seasoned leaders who have navigated the public‑sector landscape.
• Contribute to thought‑leadership content, such as whitepapers, webinars, and industry panels.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere in the United States while staying connected to a vibrant, collaborative team. We prioritize:

• Flexibility – Unlimited PTO, flexible hours, and a results‑oriented approach.
• Inclusivity – A diverse workforce that values every voice and perspective.
• Innovation – Opportunities to work on cutting‑edge technologies and shape product direction.
• Community – Regular virtual town halls, team‑building events, and open‑door leadership.
• Well‑being – Comprehensive health, dental, and vision insurance, plus mental‑health resources.

Compensation & Perks

While specific salary ranges are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry standards for remote Customer Success roles.
• Performance‑based bonuses tied to retention, expansion, and customer satisfaction metrics.
• Unlimited paid time off (PTO) and flexible working hours.
• Full coverage of health, dental, and vision insurance.
• Home‑office stipend and IT budget to equip you with the tools you need.
• Professional development budget for courses, certifications, and conferences.
• Access to cutting‑edge tools and technologies that keep you at the forefront of the industry.
• Opportunities for career advancement and internal mobility.

Diversity & Inclusion

brighthush is committed to building a workforce that reflects the communities we serve. We actively seek candidates from all backgrounds, genders, ethnicities, ages, and abilities. Our inclusive hiring practices ensure that every voice is heard and valued.

H1B Sponsorship

brighthush has a history of offering H1B sponsorships to qualified candidates. While we cannot guarantee sponsorship for every role, we encourage talented individuals from around the world to apply and discuss potential pathways during the interview process.

Ready to Make an Impact?

If you are a customer‑obsessed professional who thrives on building lasting relationships, driving adoption, and shaping product strategy, we want to hear from you. Join brighthush and help local governments unlock the full potential of cloud technology while advancing your own career in a dynamic, supportive environment.

Apply Today – Click the link below to submit your application and start your journey with brighthush.

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