Senior Remote Customer Success Manager – Enterprise SaaS Solutions & Client Growth Strategist – Champion Adoption, Drive Expansion, Secure Long‑Term Retention, and Elevate Customer Experience for brighthush’s Enterprise Clients

About brighthush

brighthush is a forward‑thinking technology partner that empowers organizations across the health and human services sector with cutting‑edge SaaS solutions. Founded in 2018, we have grown from a nimble startup into a vibrant community of 11‑50 professionals who are passionate about transforming how businesses manage billing, credentialing, and client engagement. Our mission is simple yet powerful: deliver intuitive, scalable software that drives measurable impact for our clients while fostering a culture of innovation, collaboration, and continuous learning.

At brighthush, we believe that technology is most effective when it is designed with the end‑user in mind. That philosophy drives every line of code we write, every feature we ship, and every conversation we have with our customers. We are not just a software vendor; we are a strategic partner that walks alongside our clients from onboarding through expansion, ensuring they realize the full value of our platform and achieve their business objectives.

Why Join brighthush?

Our remote‑first culture means you can work from anywhere in the United States while staying connected to a vibrant, collaborative team. We celebrate diversity, encourage open communication, and foster a culture where every voice matters. If you thrive in a fast‑paced, high‑growth setting and want to shape the future of enterprise SaaS, brighthush is the place for you.

We offer:

• Autonomy to own your account portfolio and drive outcomes.
• Access to the latest industry trends and product innovations.
• A supportive network of peers and leaders who champion your growth.
• Competitive compensation and a comprehensive benefits package.

Key Responsibilities

As a Senior Remote Customer Success Manager, you will be the linchpin between brighthush’s technology and our enterprise clients. Your day‑to‑day activities will revolve around ensuring adoption, driving expansion, and safeguarding long‑term retention.

• Strategic Adoption Leadership: Design and execute adoption roadmaps that help clients fully leverage our platform’s capabilities, ensuring they realize ROI quickly and sustainably.
• System Upgrade & Patch Management: Coordinate cross‑functional teams to plan, test, and deploy system upgrades with minimal downtime, communicating timelines and impact to stakeholders.
• Client Engagement & Relationship Building: Use reflective listening, proactive investigation, and ticket escalation techniques to build trust and resolve issues before they become blockers.
• Quarterly Business Reviews (QBRs): Lead in‑depth QBRs with executive sponsors, presenting performance metrics, success stories, and actionable insights that align with business objectives.
• Revenue Growth & Expansion: Partner with leadership to identify upsell and cross‑sell opportunities, crafting solution‑oriented plans that increase customer lifetime value while maintaining satisfaction.
• Renewal & Retention Management: Drive the renewal process by showcasing value through account scorecards, success stories, and ROI analyses.
• Feature Enhancement & Training Requests: Manage client requests for new features, training, and consulting services, ensuring timely delivery and clear communication.
• Reporting & Analytics: Prepare monthly status reports that detail escalations, incidents, enhancements, and progress toward client goals.
• Accountability & Commitment Tracking: Hold both clients and internal teams accountable for commitments, ensuring milestones are met and expectations are managed.
• Risk Identification & Mitigation: Ask critical questions to uncover risks, propose mitigation strategies, and expand the brighthush footprint within client organizations.
• Feedback Loop & Product Roadmap Influence: Collect product feedback from clients and collaborate with product management to shape future releases.
• Onboarding & Enablement: Seamlessly onboard new clients into our Customer Care program, providing coaching, best‑practice guidance, and optional consulting services.
• Community & Thought Leadership: Promote and facilitate webinars, meet‑ups, certifications, and user conference attendance, positioning clients as industry thought leaders.

Essential Qualifications

• Minimum 5 years of proven Customer Success Management experience in enterprise SaaS environments.
• Bachelor’s degree in Technology, Business, Computer Science, Engineering, or equivalent professional experience.
• Strong proficiency with brighthush for creating clear, data‑driven presentations.
• Track record of building and nurturing long‑term client relationships that result in high retention and expansion.
• Exceptional oral and written communication skills, with the ability to translate complex technical concepts into business value.
• Experience managing incident reporting, bug tracking, and call‑tracking systems.
• Solid understanding of industry regulations, policies, and operating rules relevant to the NEMT sector.
• Excellent planning, organization, and prioritization abilities, capable of juggling multiple high‑impact initiatives.
• Strong technical background and fluency in SaaS architecture, APIs, and data integration.
• Demonstrated leadership in guiding cross‑functional teams toward successful issue resolution.
• Advanced troubleshooting and analytical thinking skills, with a data‑driven approach to problem solving.
• Self‑starter mindset: proactive, results‑oriented, and capable of delivering quality work with minimal supervision.
• Knowledge of the brighthush product suite and the NEMT industry is a plus.

Preferred Qualifications

• Experience in the health and human services technology space, particularly with billing and credential management solutions.
• Certified Customer Success Manager (CCSM) or similar professional certification.
• Background in data analytics or business intelligence tools (e.g., Tableau, Power BI).
• Experience leading virtual teams or managing remote client engagements across multiple time zones.

What You’ll Gain at brighthush

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. You’ll have access to:

• Structured mentorship programs with senior leaders.
• Regular training on product updates, industry trends, and customer success best practices.
• Opportunities to lead cross‑functional projects, enhancing your leadership and project management skills.
• Clear career pathways from Customer Success Manager to Senior Manager, Director, or VP roles.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the United States while staying connected to a vibrant, collaborative team. We celebrate diversity, encourage open communication, and foster a culture where every voice matters. Expect:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Flexible work hours to support work‑life balance.
• Regular virtual social events, hackathons, and wellness initiatives.
• A culture of transparency, continuous improvement, and recognition of achievements.

Compensation & Benefits

While specific salary ranges vary based on experience, we offer a competitive total compensation package that includes:

• Base salary commensurate with market rates for remote Customer Success Managers.
• Performance‑based bonuses tied to client satisfaction, renewal rates, and expansion metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and reimbursement for relevant certifications.
• Equity or stock‑option program to share in brighthush’s growth.
• Remote work stipend to support home‑office setup.

Ready to Make an Impact?

If you are a proactive, client‑centric professional who thrives in a fast‑moving SaaS environment, we want to hear from you. Join brighthush and help our enterprise clients unlock the full potential of our platform, driving measurable business outcomes while advancing your own career in a supportive, growth‑oriented culture.

Apply today and become a key player in shaping the future of health and human services technology.