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

About brighthush

brighthush is a forward‑thinking SaaS provider dedicated to empowering local governments with cutting‑edge cloud technology. Founded in 2022, our mission is to streamline public sector operations, enhance citizen engagement, and enable data‑driven decision making. With a nimble team of 11‑50 professionals headquartered in Berkeley Heights, New Jersey, we have already helped dozens of municipalities across the United States modernize their workflows, reduce costs, and improve transparency.

Our flagship platform offers a suite of tools for case management, citizen services, data analytics, and compliance tracking—all delivered through 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.
• Strategic partnership – Work closely with municipal leaders to understand their business goals, workflows, and pain points, translating these insights into actionable success plans.
• Drive adoption & expansion – Deliver best‑practice training, proactive outreach, and tailored workshops that accelerate platform usage and uncover upsell opportunities.
• Account health monitoring – Track utilization, satisfaction, renewal risk, and other key metrics; coordinate remediation or escalation when necessary.
• Cross‑functional collaboration – Partner with Support, Product, Implementation, and Sales teams to ensure seamless experiences and rapid issue resolution.
• Lead quarterly business reviews (QBRs) – Present data‑driven insights, showcase outcomes, and align on future initiatives that drive continued success.
• Champion the Voice of the Customer (VoC) – Gather feedback, prioritize feature requests, and influence the product roadmap to better serve public‑sector needs.
• Secure renewals & advocacy – Maintain high levels of customer satisfaction, nurture advocacy, and secure referenceable success stories that fuel growth.

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.

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.