Senior Remote Customer Success Manager – Lead High‑Impact Team, Drive Growth, Retention, and Strategic Partnerships in the Social Impact SaaS Ecosystem at brighthush

About brighthush

brighthush is a trailblazing technology company that empowers communities to confront homelessness and other social challenges through data‑driven solutions. Since our founding in 2003, we have evolved from a modest startup into a vibrant team of 51‑200 professionals, headquartered in Las Vegas, Nevada, and now expanding our footprint across the United States. Our flagship product, Clarity Human Services, is a cloud‑based Human Services Management System (HMIS) that helps agencies, shelters, and service providers streamline operations, improve outcomes, and make evidence‑based decisions. By marrying cutting‑edge technology with a deep commitment to social impact, brighthush is redefining how public‑sector organizations serve the most vulnerable.

At brighthush, we believe that technology should serve people, not the other way around. Our mission is simple yet powerful: to give communities the tools they need to create lasting, positive change for those experiencing homelessness. We’re looking for passionate, results‑driven leaders who want to make a real difference while building a career in a fast‑growing SaaS organization.

Why Join brighthush?

• Impactful Work: Your efforts will directly influence how agencies serve vulnerable populations, improving lives and strengthening community resilience.
• Remote‑First Culture: Work from anywhere in the U.S. with flexible hours that respect your work‑life balance.
• Competitive Compensation: Base salary, annual bonus, team‑based commission, and a comprehensive benefits package.
• Growth & Development: Structured career paths, mentorship, and access to cutting‑edge tools and training.
• Inclusive Environment: A culture that values diversity, equity, and belonging, with a focus on collaboration and mutual respect.
• Innovation at Scale: Work on products that reach thousands of frontline workers and hundreds of agencies nationwide.
• Community Impact: Every feature you help build or improve has a measurable effect on people’s lives.

Position Overview

As the Senior Remote Customer Success Manager at brighthush, you will lead a high‑performing team of three Account Managers, steering the entire customer lifecycle from onboarding to renewal. You will be the senior advocate for our key accounts, ensuring that brighthush is perceived as a trusted partner rather than just a software vendor. Your strategic vision, data‑driven decision making, and collaborative spirit will be essential to driving retention, expansion, and overall customer satisfaction.

Key Responsibilities

• Team Leadership & Development: Own workload distribution, set priorities, and manage day‑to‑day performance for the Customer Success team. Provide coaching, regular feedback, and professional development opportunities that help each team member grow into a stronger customer partner.
• Strategic Customer Relationships: Serve as the senior point of contact for key accounts, positioning brighthush as a trusted advisor. Build deep, long‑term relationships with executive stakeholders and influence their strategic decisions.
• Lifecycle Ownership: Define and manage onboarding, health checks, and escalation processes. Ensure every touchpoint feels intentional and adds value to the customer experience.
• Risk Management: Monitor account health data to detect churn risk early. Prioritize outreach and decide which accounts require your personal attention versus delegation to the team.
• Growth Partnership: Collaborate with the Growth team to execute upsell campaigns and identify expansion opportunities within existing accounts.
• Data Integrity: Maintain and enforce data hygiene standards in brighthush. Ensure the team’s reporting is accurate, reliable, and actionable.
• Cross‑Functional Representation: Bring the Customer Success perspective into planning and strategy conversations with Growth, Product, and Professional Services.
• Thought Leadership: Build domain expertise in Clarity Human Services and the homelessness response field. Represent brighthush externally through field conversations, conferences, and customer‑facing thought leadership initiatives.
• Process Improvement: Continuously evaluate and refine CS processes, tools, and documentation to increase efficiency and customer satisfaction.
• Metrics & Reporting: Own CS KPIs such as NPS, churn rate, expansion revenue, and customer health scores. Present insights to senior leadership and translate data into actionable plans.

Essential Qualifications

• 2–3 years of experience managing and developing a team, including performance management and coaching.
• 2–3 years in a customer success, account management, or client services role within a SaaS environment, with ownership of lifecycle touchpoints such as onboarding, renewals, and escalations.
• Proven ability to view customer relationships as strategic partnerships rather than transactional interactions.
• Strong analytical mindset: use account health data to drive decisions and prioritize outreach, not just to report on past events.
• Excellent collaboration skills: work naturally with Growth, Product, and Professional Services toward shared outcomes.
• Problem‑solving mindset: identify issues and build solutions with minimal direction.
• Experience in or with the homelessness response sector, social services, or a related public sector field.
• Familiarity with Clarity Human Services or other HMIS platforms.
• Experience in a high‑growth SaaS company or technology startup.
• Knowledge of homelessness response policy or program models at the local or national level.
• Track record of building relationships with senior‑level stakeholders and executive contacts.
• Comfort with AI and emerging tools, and a habit of staying current as they evolve.

Preferred Qualifications

• Prior experience leading a Customer Success team in a social impact or public‑sector SaaS company.
• Background in data analytics or product management, providing a deeper understanding of how technology can drive social outcomes.
• Experience with brighthush or similar CRM platforms, including advanced reporting and automation.
• Fluency in multiple languages, especially those spoken by the communities served by brighthush.
• Experience in designing and delivering training programs for frontline staff.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Relationship Building & Stakeholder Management
• Team Coaching & Performance Management
• Project Management & Prioritization
• Communication & Storytelling
• Adaptability & Resilience
• Technical Proficiency (CRM, SaaS, Data Analytics)
• Customer‑Centric Mindset
• Change Management

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success Manager, you will have the chance to:

• Progress to a Director of Customer Success role, overseeing a larger portfolio and shaping the overall CS strategy.
• Transition into Product Management or Growth, leveraging your deep customer insights to influence product roadmaps and market expansion.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access continuous learning resources, including online courses, certifications, and internal knowledge bases.
• Lead cross‑functional initiatives that shape the future of social‑impact technology.
• Earn recognition through brighthush’s “Impact Awards” program, celebrating contributions that directly improve community outcomes.

Work Environment & Culture

brighthush fosters a culture of care, curiosity, and collaboration. We value:

• Empathy: Understanding the challenges our customers face and responding with compassion.
• Transparency: Open communication across all levels, from leadership to frontline teams.
• Innovation: Encouraging experimentation, learning from failures, and celebrating successes.
• Community: Building a sense of belonging through virtual team events, volunteer days, and social impact initiatives.
• Flexibility: Remote‑first work model with flexible hours to support work‑life balance.
• Inclusivity: A commitment to diversity, equity, and belonging, ensuring every voice is heard.

Compensation & Benefits

While specific figures may vary based on experience, the compensation package typically includes:

• Competitive base salary aligned with market rates for remote Customer Success leaders.
• Annual bonus target of $7,000, tied to individual and company performance.
• Team‑based commission plan that rewards collective success.
• Full medical, dental, and vision coverage (100% employer‑paid) for employees, plus free virtual medical and mental health visits through brighthush.
• Confidential Employee Assistance Program and in‑network therapy options.
• 12 weeks paid parental leave for growing families.
• Three weeks paid vacation, two paid volunteer days, and a paid R&R week at year‑end.
• 401(k) with a 4% company match.
• Monthly phone/internet and home office stipends.
• Year‑round wellness resources through our brighthush program.
• Defined career growth plans for every role.
• Optional pet and legal insurance.
• Fully remote work with flexible scheduling.

How to Apply

If you’re ready to lead a high‑impact Customer Success team, build lasting relationships with key stakeholders, and help communities use data to tackle homelessness, we’d love to hear from you. Submit your application through our careers portal or send your resume and cover letter to [email protected]. Let’s create a brighter future together.