Senior Remote Customer Success Manager – Fleet & AI‑Powered Vehicle Repair Platform – Champion Adoption, Retention, and Sustainable Growth at brighthush

About brighthush

brighthush is not just a company; it’s a movement that is redefining how fleets around the world manage maintenance, repair, and operational efficiency. Since our founding in 2021, we have evolved from a small, passionate startup into a dynamic community of 51‑200 professionals who are united by a single vision: to make every vehicle repair seamless, data‑driven, and cost‑effective. Our platform marries cutting‑edge artificial intelligence with real‑time telematics, ERP integration, and a robust shop‑network ecosystem to deliver predictive analytics, automated workflows, and unparalleled visibility into every mile driven.

We believe that technology should amplify human expertise, not replace it. That philosophy drives our relentless focus on user experience, customer success, and continuous learning. At brighthush, you’ll find a culture built on transparency, collaboration, and a shared commitment to delivering measurable value to our customers. Whether you’re a seasoned veteran or an emerging talent, you’ll discover a supportive environment where your ideas shape the future of fleet maintenance.

Position Overview

We are looking for a highly motivated, strategic, and customer‑centric Senior Remote Customer Success Manager to join our expanding Customer Success team. In this role, you will be the primary advocate for our post‑contract customers, ensuring they achieve rapid adoption, sustained usage, and tangible business outcomes. You will partner with Sales, Product, Operations, and our extensive shop network to orchestrate seamless onboarding, drive continuous optimization, and champion customer advocacy across the entire lifecycle.

Key Responsibilities

• End‑to‑End Onboarding Leadership: Guide new accounts from contract signing to steady‑state usage. Define clear milestones, track time‑to‑first‑ROI, and ensure each customer reaches their value targets within the agreed timeline.
• Product Expertise & Optimization: Become the subject matter expert on the brighthush platform. Collaborate with customers to configure settings, integrate data sources, and continuously refine workflows so they extract maximum value from every feature.
• Launch Coordination: Seamlessly transition accounts from Sales to Customer Success. Manage data loads, user provisioning, approval rules, shop coverage, and integrations with fleet systems, telematics, and ERP. Deliver tailored training sessions for fleet managers, maintenance leads, and drivers.
• Adoption & Retention Champion: Define what “adopted” means for each account. Identify gaps between expected and actual usage, and partner with Operations and the shop network team to close those gaps. Aim to position the brighthush platform as the fleet’s definitive system of record for maintenance and repair.
• Operational Business Reviews: Conduct regular reviews that translate platform data into customer‑specific metrics—cycle time, cost per repair, downtime, and savings. Use these insights to reinforce value and uncover upsell opportunities.
• Account Health Management: Maintain an up‑to‑date health score for every account in your portfolio. Develop and execute “save plans” for at‑risk customers, assigning clear owners and next steps to mitigate churn.
• Churn Analysis & Reporting: Capture the root cause of every decline or churn event. Present findings in monthly cross‑functional churn review meetings to drive product and process improvements.
• Expansion Identification: Spot opportunities for expansion—new locations, additional repair types, or new customer segments—and hand them over to Sales with a compelling business case.
• CRM & Reporting Excellence: Keep all account records current in our CRM. Provide monthly reports on Return on Investment volume, time to value, and overall account health to leadership.
• Thought Leadership & Community Building: Represent brighthush at industry events, webinars, and user groups. Gather feedback, share best practices, and help shape the future roadmap of our platform.
• Continuous Process Improvement: Identify bottlenecks in the CS workflow, propose automation or tooling enhancements, and collaborate with Engineering to implement solutions that scale.

Essential Qualifications

• Minimum of 4 years of Customer Success experience in a B2B SaaS environment, preferably within the fleet or automotive industry.
• Proven track record of improving customer retention and adoption, backed by quantifiable metrics.
• Experience managing usage‑based or transaction‑based revenue models.
• Strong analytical mindset: ability to extract insights from usage data, identify slipping accounts, and communicate value through data to fleet managers.
• Hands‑on proficiency with AI tools that automate routine CS tasks, enabling you to scale support across a growing portfolio.
• Exceptional organizational and project‑management skills, capable of coordinating multi‑site implementations with numerous stakeholders.
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance.
• Demonstrated ability to build and maintain strong, trust‑based relationships with C‑level executives and operational leaders.

Preferred Qualifications

• Background in fleet management, insurance, or vehicle repair operations.
• Experience with telematics, ERP, or shop network integrations.
• Familiarity with data visualization tools such as Tableau, Power BI, or Looker.
• Previous exposure to a high‑growth startup environment where you drove process improvements and scaled customer success functions.
• Experience leading cross‑functional teams or initiatives.
• Knowledge of regulatory compliance and safety standards in the automotive sector.

Skills & Competencies

• Customer‑Centric Mindset: Passion for solving customer pain points and delivering measurable outcomes.
• Communication: Clear, concise, and persuasive communication across all levels—from frontline operators to executive stakeholders.
• Problem‑Solving: Ability to diagnose complex operational issues and propose actionable solutions.
• Data‑Driven Decision Making: Comfortable working with large datasets, interpreting trends, and translating them into strategic actions.
• Collaboration: Proven ability to work cross‑functionally with Sales, Product, Operations, and Engineering.
• Adaptability: Thrive in a fast‑paced, evolving environment where priorities shift quickly.
• Leadership: Ability to mentor junior CS team members and influence organizational change.
• Tech Savvy: Proficiency with CRM systems (e.g., Salesforce), customer success platforms (e.g., Gainsight), and AI‑driven analytics tools.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to a generous learning and development budget, enabling you to pursue certifications, attend industry conferences, and stay ahead of emerging trends in AI, data analytics, and fleet technology. As you demonstrate impact, you’ll be positioned for advancement into senior Customer Success leadership roles, product management, or even executive positions within the organization. We also encourage cross‑departmental projects, giving you the chance to broaden your skill set and influence the strategic direction of brighthush.

Work Environment & Culture

We are a fully remote, distributed team that values flexibility, autonomy, and work‑life balance. Our remote‑friendly setup includes a home‑office stipend, ergonomic equipment support, and a robust virtual collaboration ecosystem. We celebrate diversity, encourage open dialogue, and foster a culture where every voice is heard. From weekly “Ask Me Anything” sessions with the CEO to monthly virtual team‑building events, we ensure that distance never diminishes connection.

Our culture is built on the following pillars:

• Transparency: Open communication channels, shared OKRs, and real‑time dashboards.
• Collaboration: Cross‑functional teams that break down silos and work toward common goals.
• Innovation: A safe space to experiment, fail fast, and iterate.
• Well‑being: Wellness stipend, mental health resources, and flexible PTO.
• Community: Regular virtual coffee chats, hackathons, and industry meet‑ups.

Compensation & Benefits

While specific salary ranges vary by experience and location, we offer a competitive total compensation package that includes:

• Base salary commensurate with market standards for remote Customer Success roles.
• Equity options that allow you to share in brighthush’s growth.
• Comprehensive medical, dental, and vision coverage.
• Flexible paid time off (PTO) and company holidays.
• Home‑office stipend and equipment support.
• Annual learning and development budget.
• Wellness stipend to support physical and mental health.
• Paid parental leave.
• Regular performance bonuses tied to customer success metrics.

How to Apply

If you are ready to join a forward‑thinking team that is reshaping the vehicle repair landscape, we would love to hear from you. Submit your application through the , and let’s explore how your expertise can help fleets worldwide unlock unprecedented value.