Senior Remote Customer Success Manager – North America – SaaS & Building Technology – Champion Adoption, Retention, and Growth at brighthush

About brighthush

brighthush is a pioneering force in sustainable building technology, delivering state‑of‑the‑art simulation software and consulting services that empower architects, engineers, and construction professionals to design, analyze, and manage resilient, energy‑efficient structures. Since our founding in 1994, we have evolved from a niche research lab into a global leader with a vibrant team of 201‑500 experts. While our headquarters remain in Glasgow, Scotland, our footprint now spans North America, Europe, and Asia, allowing us to serve a diverse, international client base. Our mission is simple yet ambitious: to make every building smarter, greener, and more efficient through data‑driven insights and collaborative innovation.

Why Join brighthush?

As the inaugural Customer Success Manager for brighthush North America, you will be at the forefront of a high‑impact, fast‑growing region. You will launch and scale a brand‑new Customer Success function, design processes from the ground up, and partner with global leaders to adapt proven playbooks for the North American market. This role offers:

• Opportunity to shape the customer experience from day one
• Direct influence on product adoption, retention, and revenue growth
• Collaboration with world‑class engineers, sustainability experts, and product strategists
• Mission‑driven culture that values innovation, integrity, and impact
• Fully remote, flexible work environment for U.S. residents

Key Responsibilities

As the primary liaison for a diverse portfolio of strategic, Tier 1, Tier 2, and Tier 3 customers, you will:

• Serve as the day‑to‑day point of contact, building trust and ensuring a seamless experience across all customer tiers.
• Conduct regular check‑ins and health reviews, tailoring cadence and depth to each customer’s tier and persona.
• Manage and resolve customer queries, escalating to Technical Support or Account Management when necessary.
• Maintain meticulous customer records, health scores, and activity logs in our CRM and CS tools.
• Guide new customers through onboarding, following established playbooks and incorporating regional insights.
• Drive early and deep adoption by monitoring engagement and usage against time‑to‑first‑value milestones.
• Coordinate with Support and Training to ensure a smooth handover and consistent onboarding experience across tiers.
• Continuously monitor customer health, identifying at‑risk accounts early and across all tiers.
• Support proactive renewal preparation, contributing to gross retention targets.
• Identify upsell and expansion opportunities, flagging them to Account Management.
• Provide actionable customer insights to support account planning and commercial discussions.
• Capture and document structured product feedback for the Product team.
• Collaborate with Support, Product, and Sales to resolve issues and close the loop with customers.
• Contribute regional insights during team meetings, helping build customer advocates and references.

Essential Qualifications

We’re looking for a seasoned professional who brings:

• 5+ years in a customer‑facing role within SaaS or technology, such as Customer Success, Account Management, or Technical Support.
• Proven experience engaging with clients at all levels—from technical end‑users to senior stakeholders in strategic accounts.
• Strong verbal and written communication skills, with the ability to adapt tone and depth across client tiers.
• Exceptional organizational and detail‑oriented mindset, managing a varied portfolio with precision.
• Data‑driven approach to tracking customer health and identifying trends.
• Proactive self‑starter who thrives in a fast‑moving, evolving environment.
• Collaborative team player comfortable working across time zones in a global team.
• Experience with Customer Success platforms such as Planhat, Totango, Gainsight, or ChurnZero.
• Familiarity with CRM tools, especially Salesforce.
• Prior exposure to the AEC (Architecture, Engineering & Construction) industry workflows and standards.
• Understanding of building performance, energy modelling, or design analysis.
• Knowledge of the brighthush Virtual Environment (brighthush VE) or similar tools (training provided).
• Awareness of diverse customer personas, e.g., Mechanical Engineers focused on code compliance versus Building Performance Engineers on comprehensive energy and carbon analysis.
• Experience working with a North American customer base.
• Track record of launching or establishing Customer Success functions in new markets or regions, creating scalable processes and early‑stage customer strategies from scratch.

Preferred Qualifications

While not mandatory, the following will give you a competitive edge:

• Background in sustainability or green building technologies.
• Experience with advanced simulation software or analytics platforms.
• Fluency in additional languages commonly spoken in North America.
• Prior leadership or mentorship experience within a Customer Success or Account Management team.

Skills & Competencies

• Customer‑centric mindset with a passion for driving adoption and value realization.
• Strategic thinking and the ability to translate customer insights into actionable product improvements.
• Strong analytical skills, comfortable working with data dashboards and health metrics.
• Excellent time‑management and prioritization abilities in a dynamic environment.
• Adaptability to evolving processes, tools, and market demands.
• High emotional intelligence, fostering strong relationships with internal stakeholders and external customers.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As the first Customer Success Manager in North America, you will:

• Lead the design of a scalable CS framework that will serve as a blueprint for future regions.
• Collaborate with senior leaders across Product, Sales, and Engineering to influence product roadmap and go‑to‑market strategies.
• Receive mentorship from the Head of Customer Experience and global CX leaders.
• Participate in continuous learning programs, including industry conferences, certifications, and internal knowledge sharing.
• Earn recognition and advancement opportunities as the CS function expands and achieves measurable impact.

Work Environment & Culture at brighthush

Our culture is built on:

• Innovation: We encourage experimentation and celebrate bold ideas that push the boundaries of sustainable building technology.
• Collaboration: Cross‑functional teams work together seamlessly, sharing insights and driving collective success.
• Integrity: Transparency, accountability, and ethical behavior guide every decision.
• Impact: Your work directly contributes to greener, smarter buildings worldwide.
• Flexibility: Fully remote, with a focus on results rather than hours, allowing you to balance professional and personal commitments.

Compensation, Perks & Benefits

While specific figures are tailored to experience and market, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for remote Customer Success roles in the U.S.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Health, dental, and vision insurance (including telehealth options).
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Equity or stock‑option opportunities as part of the long‑term incentive plan.
• Access to cutting‑edge tools and resources, including the brighthush Virtual Environment.
• Regular team virtual events, hackathons, and wellness initiatives.

Ready to Shape the Future of Sustainable Building?

If you are a proactive, customer‑focused leader with a passion for technology and sustainability, we invite you to bring your expertise to brighthush. Join us in building a world where every structure is smarter, greener, and more resilient. Apply today and become the catalyst for change in North America’s building technology landscape.