Senior Remote Customer Success Manager – Managed Services & Digital Platforms – 24/7 Client Support Lead

About brighthush

brighthush is a forward‑thinking design and technology powerhouse that partners with the world’s most ambitious brands to create experiences that are not only beautiful but also intelligent, shoppable, and deeply personalized. With a global footprint spanning North America, Europe, and Latin America, our team of nearly 1,000 thinkers, tinkerers, makers, and creators has been solving complex challenges for over 25 years. We blend creative talent, proprietary platforms, and emerging technologies to unlock new growth avenues for our clients. At brighthush, we believe that every experience should be crafted for people, not just users, and that the best outcomes arise when diverse minds collaborate in an inclusive, barrier‑free environment.

Why Join brighthush?

As a Remote Customer Success Manager, you will be at the heart of our Managed Services practice, ensuring that our clients achieve their business outcomes around the clock. You will work in a dynamic, fast‑paced environment that values innovation, collaboration, and continuous learning. Our culture is built on:

• Inclusivity – We celebrate diversity in all its forms and foster an environment where every voice is heard.
• Growth Mindset – We provide ample opportunities for professional development, mentorship, and cross‑functional projects.
• Impact – Your work directly influences client satisfaction, retention, and revenue growth.
• Flexibility – Fully remote within the United States, with a flexible schedule that respects work‑life balance.

Key Responsibilities

In this high‑impact role, you will:

• Serve as the primary point of contact for a portfolio of high‑value client accounts, managing daily communications via email, chat, and virtual meetings.
• Lead the end‑to‑end support lifecycle, from ticket intake to resolution, ensuring timely and quality delivery.
• Prioritize and delegate support tickets to the appropriate delivery team members, balancing urgency, complexity, and resource availability.
• Maintain and update the release calendar for each client, coordinating with product, engineering, and marketing teams.
• Facilitate monthly backlog grooming sessions to confirm scope, priority, and resource allocation for each account.
• Oversee the on‑call schedule, ensuring coverage for Severity 1 and 2 incidents during after‑hours periods.
• Track and report monthly support hours per client, flagging when usage approaches the agreed monthly maximum and managing overage approvals.
• Prepare and deliver weekly status reports to stakeholders, highlighting key metrics, trends, and action items.
• Collaborate with the business development team on contract renewals, drafting renewal documents, managing key dates, and aligning support scope with client objectives.
• Understand each client’s business goals, challenges, and unmet needs, providing strategic recommendations for cross‑sell and upsell opportunities.
• Lead client kickoff workshops and onboarding sessions, setting expectations and establishing strong working relationships.
• Act as the first escalation point for complex client issues, coordinating cross‑functional resolution and ensuring client satisfaction.

Essential Qualifications

We’re looking for a seasoned professional who brings:

• 5+ years of experience in a client‑facing role such as Customer Success Manager, Account Manager, Project Manager, or Operations Manager.
• Proven track record managing multiple client accounts simultaneously while maintaining high service levels.
• Deep familiarity with digital platforms such as Adobe Experience Cloud, Salesforce, or Drupal.
• Background in digital marketing, web development, or technical support environments.
• Strong understanding of Agile methodologies and experience working in cross‑functional teams.
• Excellent communication and presentation skills, both written and verbal.
• Proactive, solution‑oriented mindset with a passion for helping clients succeed.
• Comfortable working in a fast‑paced, collaborative, and occasionally ambiguous environment.

Preferred Qualifications

• Experience in a Managed Services or SaaS support context.
• Knowledge of integrated marketing and campaign management tools.
• Certifications in Salesforce, Adobe, or related platforms.
• Experience with data analytics and reporting tools (e.g., Tableau, Power BI).

Skills & Competencies

• Strategic thinking and business acumen.
• Exceptional organizational and multitasking abilities.
• Strong analytical and problem‑solving skills.
• Leadership and team‑management capabilities.
• Customer‑centric mindset with a focus on delight and retention.
• Adaptability to changing priorities and evolving client needs.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Remote Customer Success Manager, you will:

• Gain exposure to a wide range of industries and digital ecosystems.
• Develop expertise in high‑impact client relationships and strategic account management.
• Progress into senior leadership roles such as Director of Customer Success, Head of Managed Services, or VP of Client Experience.
• Participate in internal learning programs, certifications, and cross‑departmental projects.
• Benefit from mentorship by seasoned leaders who champion your growth.

Work Environment & Culture

Our remote-first culture empowers you to work from anywhere in the United States (excluding New Mexico and Hawaii). You will collaborate with a diverse, global team through virtual stand‑ups, workshops, and knowledge‑sharing sessions. We celebrate successes with virtual happy hours, hackathons, and quarterly virtual retreats. Our commitment to inclusivity means we actively support flexible work arrangements, mental health resources, and a culture where every team member can thrive.

Compensation & Benefits

While the base salary for this role ranges from $70,000 to $80,000 USD, the final offer will reflect your experience, qualifications, and market conditions. In addition to competitive pay, you will enjoy:

• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and flexible vacation policy.
• Professional development stipend and access to industry conferences.
• Equity opportunities for high‑performing employees.
• Wellness programs, including virtual fitness classes and mental health support.

How to Apply

If you are ready to lead client success in a vibrant, remote environment and help shape the future of digital experiences, we encourage you to apply today. Join brighthush and be part of a team that values creativity, collaboration, and continuous improvement.

Apply to this Remote Customer Success Manager position at brighthush

brighthush is an Equal Opportunity Employer

We are committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, disability, or parental status, we firmly believe that our work is at its best when everyone feels free to be their most authentic self. If you require accommodations during the recruitment process, please let us know, and we will provide a fair and equitable experience.