Senior Remote Customer Success Manager – Global Digital Platforms & Managed Services Excellence at brighthush

About brighthush

brighthush is a forward‑thinking, technology‑driven organization that empowers brands to thrive in an increasingly digital world. With a portfolio that spans cloud‑native platforms, integrated marketing solutions, and end‑to‑end managed services, we help our clients achieve measurable business outcomes 24/7. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic environment where your ideas can shape the future of digital experience.

Role Overview

As a Senior Remote Customer Success Manager at brighthush, you will be the linchpin that connects our clients’ business objectives with the technical excellence of our managed services practice. You will own the end‑to‑end client experience, from onboarding to renewal, ensuring that every touchpoint delivers value, drives satisfaction, and unlocks growth opportunities. This is a high‑impact, hands‑on role that requires a blend of strategic thinking, operational rigor, and a passion for solving complex, unique challenges.

Why This Role Matters

• Drive client retention and expansion in a competitive managed services market.
• Lead cross‑functional teams that span technical development, marketing, and analytics.
• Shape the future of our support processes and product roadmap through client insights.
• Earn a competitive salary and a comprehensive benefits package that rewards performance and innovation.

Key Responsibilities

Below is a detailed breakdown of what you will do on a day‑to‑day basis. Your ability to juggle multiple priorities while maintaining a laser focus on client outcomes will be essential.

Client Relationship & Communication

• Serve as the primary point of contact for a portfolio of high‑value clients, managing daily communications via email, chat, and virtual meetings.
• Conduct regular business reviews, ensuring alignment between client goals and the services we deliver.
• Lead kickoff workshops and onboarding sessions, setting clear expectations and establishing success metrics.
• Act as the first escalation point for all client issues, coordinating rapid resolution across technical, marketing, and product teams.

Operational Excellence & Team Leadership

• Oversee the support ticket lifecycle, from submission to resolution, ensuring timely and quality outcomes.
• Prioritize tickets and allocate them to the appropriate delivery team members, balancing workload and expertise.
• Manage the release calendar for each client account, coordinating cross‑functional releases and change management.
• Lead monthly backlog grooming sessions, confirming scope, priority, and resource allocation.
• Supervise the on‑call schedule, ensuring 24/7 coverage and smooth handovers.
• Monitor monthly hours burned per client, flagging when the team approaches the allocated hour cap and managing overage approvals.

Strategic Planning & Growth

• Analyze client business goals, challenges, and unmet support needs to identify cross‑sell and upsell opportunities.
• Contribute to the contract renewal process, drafting renewal documents, managing key dates, and defining the scope of required support.
• Provide actionable insights to product and engineering teams that influence roadmap decisions.
• Develop and deliver weekly status reports to stakeholders, highlighting achievements, risks, and mitigation plans.

Essential Qualifications

We are looking for a professional who brings a proven track record in client‑facing roles and a deep understanding of digital platforms.

• Minimum of 2 years experience as a Customer Success Manager, Account Manager, Project Manager, or Operations Manager.
• Hands‑on experience supporting or working with digital platforms such as Salesforce, Adobe Experience Cloud, or Drupal.
• Strong background in digital marketing, web development, or technical support environments.
• Proficiency in agile methodologies and experience leading cross‑functional teams.
• Excellent written and verbal communication skills, with the ability to present complex ideas clearly.
• Demonstrated ability to manage multiple workstreams and client accounts simultaneously.
• Proactive, solution‑oriented mindset with a passion for helping clients succeed.

Preferred Qualifications

These additional qualifications will set you apart and accelerate your success at brighthush.

• Experience in a managed services or SaaS environment, delivering 24/7 support.
• Knowledge of integrated marketing platforms and analytics tools.
• Familiarity with customer success metrics such as NPS, CSAT, and churn rates.
• Certifications in Salesforce, Adobe Experience Manager, or related technologies.
• Experience with remote team leadership and distributed work environments.

Skills & Competencies

Beyond the qualifications, we value the following skills that enable you to thrive in this role.

• Strategic Thinking: Ability to translate client objectives into actionable plans.
• Analytical Acumen: Proficiency in data analysis to drive decision‑making.
• Project Management: Mastery of tools like Jira, Asana, or Trello to track progress.
• Customer‑Centric Mindset Apply for this job