Senior Remote Customer Success Manager – Global Digital Platforms & Managed Services Excellence – Championing Client Growth, Retention, and Operational Innovation 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.
Innovation & Process Improvement
- Identify gaps in current support workflows and propose scalable solutions that enhance efficiency and client satisfaction.
- Champion the adoption of new tools and technologies that streamline ticket management, reporting, and knowledge sharing.
- Collaborate with the product team to refine feature documentation and user guides based on real‑world client feedback.
Data & Analytics
- Track and analyze key performance indicators such as NPS, CSAT, churn rate, and first‑time resolution.
- Use data to forecast client health, anticipate renewal risks, and recommend proactive engagement strategies.
- Create dashboards that provide visibility into support metrics for both internal stakeholders and clients.
Cross‑Functional Collaboration
- Act as the bridge between client expectations and the delivery teams, ensuring alignment on scope, timelines, and quality.
- Facilitate knowledge transfer sessions between technical experts and client‑facing teams to improve service delivery.
- Represent the customer voice in executive meetings, influencing strategic decisions and product direction.
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: A genuine desire to understand and solve client challenges.
- Leadership & Coaching: Ability to inspire and guide cross‑functional teams toward shared goals.
- Adaptability: Comfort with rapid change and ambiguity in a fast‑paced environment.
- Communication: Clear, concise, and persuasive communication across all levels.
Career Growth & Learning Opportunities
At brighthush, we believe that professional development is a shared responsibility. As a Senior Remote Customer Success Manager, you will have access to a range of learning resources, including:
- Structured mentorship programs with senior leaders in product, engineering, and sales.
- Annual budget for industry certifications, conferences, and workshops.
- Internal knowledge‑sharing sessions that keep you up‑to‑date on the latest digital trends.
- Clear career ladder that maps progression from Customer Success Lead to Director of Customer Success.
- Opportunities to transition into product management, consulting, or technical architecture roles.
Work Environment & Company Culture
brighthush is a fully remote, distributed organization that values flexibility, autonomy, and collaboration. Our culture is defined by:
- Inclusive and diverse teams that celebrate different perspectives.
- Transparent communication channels that keep everyone informed and engaged.
- Regular virtual town halls and informal “coffee chat” sessions to foster community.
- Commitment to work‑life balance, with flexible hours and unlimited vacation policy.
- Investment in mental health resources, including counseling and wellness programs.
Compensation, Perks & Benefits
While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary range of $90,000 – $120,000, commensurate with experience.
- Performance‑based bonus structure tied to client satisfaction and revenue growth.
- Equity options that allow you to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings plan with company match.
- Generous paid time off, parental leave, and sabbatical options.
- Access to a global network of learning resources and professional development tools.
Ready to Join brighthush?
If you are a strategic thinker, a data‑driven problem solver, and a passionate advocate for customer success, we want to hear from you. Bring your expertise to a company that is redefining the digital experience, and help us deliver unparalleled value to our clients worldwide.