Senior Remote Customer Success Manager – North America – Driving Sustainable Growth, Retention, and Expansion for Global Talent Solutions at brighthush

About brighthush

brighthush is more than a technology platform; it is a catalyst for the future of work. Founded in 2020, we have grown from a lean startup into a vibrant community of 201‑500 professionals who are passionate about reshaping how businesses build, scale, and manage international teams. Our mission is bold and clear: to make cross‑border employment seamless, compliant, and scalable for companies of every size. With a presence in over 100 countries and a technology stack that integrates payroll, benefits, compliance, and talent acquisition, brighthush sits at the forefront of the talent‑management revolution.

We empower our customers to hire, onboard, and manage global talent with the same ease they use their favorite SaaS tools. By combining cutting‑edge technology with deep industry expertise, we eliminate the friction that traditionally slows down international expansion. Our customers range from fast‑growing startups to Fortune 500 enterprises, all of whom rely on brighthush to navigate complex regulatory landscapes and deliver a consistent employee experience worldwide.

Why Join brighthush?

At brighthush, you’ll be part of a high‑growth, purpose‑driven organization that values innovation, collaboration, and continuous learning. We believe that our people are our greatest asset, and we invest heavily in their professional development, well‑being, and career progression. Whether you’re a seasoned Customer Success veteran or a rising star eager to make an impact, brighthush offers a platform where your ideas can shape the future of global talent solutions.

What sets us apart

• Fast‑paced environment with real impact on millions of employees worldwide.
• Transparent, data‑driven culture that rewards curiosity and experimentation.
• Commitment to diversity, equity, and inclusion – we celebrate different perspectives and backgrounds.
• Remote‑first mindset that gives you the flexibility to work from anywhere while staying connected to a global team.
• Generous learning budget and mentorship programs that accelerate your growth.

Role Overview

As a Senior Remote Customer Success Manager for the North American region, you will be the strategic partner for our most valuable named accounts. Your primary focus will be to ensure that our customers achieve measurable business outcomes through our platform, while simultaneously identifying and nurturing opportunities for expansion and upsell. You will work closely with cross‑functional teams—Sales, Product, Operations, and Engineering—to deliver an exceptional customer experience that drives retention, advocacy, and revenue growth.

In this role, you will act as the voice of the customer within brighthush, translating their needs into actionable insights that shape product roadmaps and service enhancements. You will own the entire customer lifecycle, from onboarding to renewal, and will be accountable for key metrics such as Net Promoter Score (NPS), churn rate, and expansion revenue.

Key Responsibilities

• Build Trusted Relationships: Serve as the main point of contact for a portfolio of high‑value accounts, establishing deep, consultative relationships that align with each customer’s talent and business objectives.
• Drive Product Adoption: Monitor usage metrics, conduct health checks, and deliver tailored onboarding and training sessions to maximize platform adoption and ROI.
• Identify Growth Opportunities: Analyze account data to uncover upsell, cross‑sell, and expansion opportunities, and develop strategic account plans that align with customer goals.
• Advocate for Customers: Act as the voice of the customer within brighthush, synthesizing feedback and collaborating with Product to influence roadmap decisions that deliver real value.
• Collaborate Internally: Partner with Sales, Product, Operations, and Engineering to resolve issues, launch new features, and ensure a seamless customer journey.
• Maintain Account Health: Track key performance indicators such as NPS, churn risk, and renewal dates, and proactively address any concerns that may impact satisfaction.
• Provide Industry Insight: Share market trends, best practices, and regulatory updates with customers to position brighthush as a trusted advisor.
• Execute Account Planning: Develop and execute quarterly account plans, forecast revenue, and meet or exceed quota targets.
• Mentor and Coach: Guide junior team members and new hires, sharing best practices and fostering a culture of continuous improvement.
• Data‑Driven Reporting: Create and present regular reports to senior leadership, highlighting trends, risks, and opportunities across the North American portfolio.

Essential Qualifications

• Minimum 3–5 years of customer‑facing experience in a B2B SaaS environment, preferably within HR or talent‑management solutions.
• At least 2 years of experience managing enterprise accounts or leading relationship‑management initiatives.
• Demonstrated track record of consistently overachieving goals and targets over the past 3 years.
• Strong analytical skills with the ability to interpret data and translate insights into actionable plans.
• Excellent written and verbal communication skills, capable of simplifying complex concepts for diverse audiences.
• Self‑motivated, resilient, and adaptable in a fast‑paced, high‑growth startup environment.
• Proficiency in using CRM and customer‑success tools (e.g., Salesforce, Gainsight, or equivalent).
• Fluency in English; additional languages are a plus.
• Based in North America or South America, with the ability to work within the region’s business hours.

Preferred Qualifications

• Experience in value‑based sales and account‑based marketing strategies.
• Background in HR SaaS or talent‑management platforms.
• Prior remote work experience, demonstrating strong self‑discipline and time‑management.
• Knowledge of global employment regulations and compliance frameworks.
• Previous exposure to high‑growth tech companies and scaling customer success functions.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term partnerships.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Problem‑Solving: Proactive identification of challenges and creative solutions.
• Collaboration: Strong teamwork skills across functional boundaries.
• Data‑Driven Decision Making: Comfortable working with metrics to guide strategy.
• Adaptability: Thrives in a dynamic environment with evolving priorities.
• Leadership: Influences stakeholders and drives consensus without formal authority.

Career Growth & Learning Opportunities

At brighthush, learning is a continuous journey. As a Senior Customer Success Manager, you will have access to:

• Structured onboarding and mentorship programs to accelerate your impact.
• Regular training sessions on product updates, industry trends, and sales techniques.
• Cross‑functional projects that expose you to product development, marketing, and engineering.
• Clear career pathways to senior Customer Success roles, Customer Success Leadership, or even Product Management.
• Annual learning budget to attend conferences, workshops, or pursue certifications.
• Opportunities to lead internal initiatives such as customer advocacy programs or community forums.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and results. Our culture is built on:

• People‑First Philosophy: We prioritize employee well‑being, mental health, and work‑life balance.
• Inclusive and diverse teams that celebrate different perspectives.
• Transparent communication and open feedback loops.
• Recognition programs that celebrate achievements and milestones.
• Regular virtual team‑building events, hackathons, and wellness initiatives.
• Access to a global network of peers and mentors across all functions.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior Customer Success roles.
• Performance‑based bonuses tied to individual and company metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your family.
• Flexible paid time off and a generous holiday schedule.
• Professional development stipend and access to online learning platforms.
• Wellness program including gym memberships, meditation apps, and mental health support.
• Annual company retreats and team‑offsite events.
• Technology stipend to equip you with the tools you need to work effectively from home.

H1B Sponsorship

brighthush has a history of sponsoring H1B visas for qualified candidates. While sponsorship is not guaranteed for every role, we are committed to supporting talented individuals who can contribute to our mission.

How to Apply

Ready to take the next step in your career and help shape the future of global talent management? Click the link below to submit your application and join the brighthush family.