Senior Remote Customer Success Manager – Enterprise SaaS & Platform Value Maximization Specialist – Championing Global Digital Transformation for brighthush

About brighthush

brighthush is more than a technology provider; it is a catalyst for enterprise evolution. Since our founding in 2004, we have built an AI‑driven platform that seamlessly orchestrates IT operations, field service, and application development across the globe. Our portfolio spans Fortune 500 leaders, mid‑market innovators, and high‑growth startups, all of whom rely on brighthush to unlock speed, efficiency, and measurable business outcomes. With a vibrant community of over 10,000 employees worldwide, we fuse cutting‑edge AI, data science, and deep industry expertise to deliver tangible value that propels our customers forward.

Our mission is simple yet ambitious: to make technology a catalyst for growth, not a barrier. Every product iteration, partnership, and customer conversation is guided by this vision. We believe that every organization deserves a platform that adapts to its unique challenges, scales with its ambitions, and delivers real, quantifiable value.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and continuous learning. We are a remote‑first organization that trusts its people to deliver high‑impact results from anywhere in the world. Whether you are a seasoned professional or an ambitious newcomer, you’ll find a dynamic environment where your ideas shape the future of enterprise technology.

As a Senior Remote Customer Success Manager, you will be at the forefront of our mission, partnering with enterprise customers across the United States to help them realize tangible value from our platform. You’ll own the end‑to‑end customer journey, ensuring that each client achieves their desired outcomes and fully leverages the capabilities of the brighthush platform.

Key Responsibilities

Your day‑to‑day activities will include:

• Impact Planning & Execution: Design, present, and execute comprehensive Impact Plans that align with each customer’s strategic objectives. Define clear milestones, success metrics, and ROI targets, and track progress through data‑driven dashboards.
• Trusted Relationship Building: Cultivate deep, trusted relationships with technical stakeholders, decision‑makers, and executive sponsors. Become the go‑to advocate for their success and the primary point of contact for all strategic discussions.
• Cross‑Functional Collaboration: Act as the central liaison between the customer and internal teams—Product, Engineering, Support, and Sales—to orchestrate solutions that meet or exceed expectations. Facilitate joint workshops, sprint reviews, and feedback sessions.
• Value Realization & Upsell Opportunities: Identify and articulate opportunities for additional platform adoption, feature enhancements, and strategic initiatives that drive incremental value. Prepare business cases and ROI analyses to support expansion conversations.
• Customer Advocacy & Feedback Loop: Champion the customer’s voice within brighthush. Translate insights into product improvements, service enhancements, and roadmap priorities. Represent customers at executive steering committees.
• Performance Reporting: Deliver regular, data‑driven reports to customers and internal stakeholders, highlighting progress, challenges, and next steps. Use tools such as Tableau, Power BI, or custom dashboards to visualize key metrics.
• Risk Management: Proactively identify potential risks to customer success and develop mitigation plans to ensure continuity and satisfaction. Conduct risk assessments and create contingency plans for critical projects.
• Renewal & Expansion Management: Own the renewal cycle, ensuring high retention rates and identifying expansion opportunities across the customer’s organization. Negotiate contracts, manage renewals, and coordinate with Sales to close upsell deals.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer conferences. Share best practices, emerging trends, and success stories to position brighthush as a thought leader in enterprise technology.

Essential Qualifications

• Minimum 3 years of experience in a Customer Success Manager, Technical Account Manager, or similar customer‑facing technical role.
• At least 2 years of hands‑on service delivery or technical account management in post‑ and/or pre‑sales environments.
• Strong communication and presentation skills, capable of engaging both technical teams and executive audiences.
• 3+ years of experience working within IT, security, healthcare technology, or related high‑growth sectors.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.

Preferred Qualifications

• Experience with enterprise SaaS platforms or cloud‑based solutions.
• Knowledge of IT service management (ITSM) frameworks such as ITIL.
• Prior exposure to AI or machine‑learning product ecosystems.
• Proficiency in data analytics tools (e.g., Tableau, Power BI) for performance reporting.
• Demonstrated success in driving adoption, renewal, or expansion within a portfolio of enterprise accounts.

Skills & Competencies

• Strategic Thinking: Ability to translate business goals into actionable success plans.
• Customer‑Centric Mindset: Passion for delivering exceptional service and measurable outcomes.
• Project Management: Skilled at coordinating cross‑functional initiatives, managing timelines, and ensuring deliverables.
• Analytical Acumen: Comfortable working with data to assess performance, identify trends, and recommend improvements.
• Adaptability: Thrives in a fast‑paced, evolving environment and can pivot quickly to meet changing priorities.
• Collaboration & Influence: Works effectively with internal stakeholders and external partners to achieve shared goals.
• Executive Presence: Confidence and poise when presenting to senior leadership and board members.
• Change Management: Guides customers through transformation journeys, ensuring smooth adoption and minimal disruption.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs with senior leaders across product, engineering, and sales.
• Access to industry‑leading training resources, certifications, and conferences.
• Clear career pathways from Customer Success Manager to Senior Manager, Director, or VP of Customer Success.
• Opportunities to lead cross‑functional initiatives, influencing product roadmap and customer experience.
• Regular performance reviews with actionable feedback and growth plans.
• Participation in internal hackathons, innovation labs, and product beta programs.
• Leadership development workshops focused on strategic influence, negotiation, and stakeholder management.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours that respect work‑life balance.
• Weekly virtual team huddles and monthly all‑hands meetings.
• A vibrant community of peers across the U.S., with opportunities for virtual coffee chats and knowledge sharing.
• Inclusive policies that celebrate diversity and foster belonging.
• Access to cutting‑edge tools and technology that enable seamless remote collaboration.
• Annual “Innovation Day” where teams showcase new ideas and prototypes.
• Community service initiatives that allow employees to give back to local and global causes.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Competitive base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including mental health resources and virtual fitness classes.
• Annual company retreats and team‑building events.
• Equity options for eligible employees.
• Flexible spending accounts for health and dependent care.
• Remote work stipend to set up a productive home office.

H1B Sponsorship

brighthush has a strong track record of sponsoring H1B visas, with a history of supporting international talent. While sponsorship is not guaranteed for every role, we encourage qualified candidates to apply and discuss eligibility during the interview process.

Ready to Make an Impact?

If you are a proactive, customer‑focused professional who thrives on building lasting relationships and driving measurable business value, we want to hear from you. Join brighthush and help shape the future of enterprise technology while advancing your career in a supportive, innovative environment.