Senior Remote Customer Success Manager – Pooled Portfolio Leadership, Strategic Growth Champion, and Customer Retention Excellence at brighthush

About brighthush

brighthush is not just a technology company; it’s a movement that redefines how enterprises manage, secure, and optimize their networks at scale. Leveraging AI‑driven, agentic solutions, we empower businesses across finance, healthcare, manufacturing, retail, and beyond to keep their digital ecosystems humming with reliability and insight. Our platform serves as the invisible backbone of digital transformation, delivering real‑time visibility, predictive analytics, and automated remediation that reduce downtime, lower costs, and unlock new revenue streams.

Founded on a foundation of collaboration, integrity, and relentless innovation, brighthush has grown from a niche startup to a global leader with a distributed workforce that spans continents. We believe that great work happens when people are trusted, heard, and supported—values that permeate every layer of our organization, from product engineering to customer success.

Why Join brighthush?

• Remote‑First Flexibility: Work from anywhere while staying connected to a vibrant, distributed team that thrives on collaboration and shared purpose.
• Impact at Scale: Shape the future of network operations for some of the world’s largest enterprises and see your work directly influence millions of users.
• Growth & Development: Access a generous learning budget, mentorship programs, and clear career pathways that accelerate your professional journey.
• Inclusive Culture: A workplace that celebrates diversity, equity, and belonging through regular workshops, employee resource groups, and transparent hiring practices.
• Competitive Compensation: Base salary, discretionary bonus, and a comprehensive benefits package designed to reward performance and support well‑being.

Role Overview

As the Remote Customer Success Manager for our Pooled Customer Success team, you will lead a high‑performing squad of 4–7 Customer Success Managers (CSMs) who collectively own a large portfolio of enterprise customers. Your mission is to design and execute repeatable, scalable processes that deliver measurable value across accounts, ensuring that every customer receives consistent, high‑quality support without the need for a dedicated one‑to‑one relationship. You will be the strategic steward of customer health, the catalyst for retention and expansion, and the operational backbone that keeps the pool running smoothly.

Key Responsibilities

Team Leadership & Talent Development

• Lead, coach, and develop a team of 4–7 pooled CSMs, fostering a culture of accountability, collaboration, and continuous improvement.
• Strategically distribute workload, manage queue coverage, and balance capacity so that no customer segment is overlooked.
• Conduct regular portfolio reviews, renewal and risk assessments, and performance check‑ins to keep the team aligned with business goals.
• Coach CSMs on rapid discovery, efficient conversation techniques, and how to deliver value in fewer, higher‑quality interactions.
• Recruit, onboard, and nurture talent that thrives in a fast‑moving, high‑volume environment.
• Implement a mentorship framework that pairs senior CSMs with newer hires to accelerate skill acquisition and cultural assimilation.
• Champion a data‑driven performance culture, using metrics to recognize excellence and identify development opportunities.

Driving Measurable Customer Value at Scale

• Operationalize the Customer Value Framework through standardized plays, eliminating bespoke plans while maintaining high impact.
• Guarantee that every customer in the pool receives structured lifecycle coverage: onboarding confirmation, adoption checkpoints, and pre‑renewal reviews.
• Define clear value milestones and outcome criteria that apply consistently across the portfolio.
• Link product adoption to tangible business results in every customer interaction.
• Monitor portfolio health signals and direct team focus toward accounts where intervention can change the outcome.
• Develop and maintain a knowledge base of best practices, playbooks, and case studies that empower the team to deliver consistent value.

Retention, Expansion & Growth Alignment

• Own retention performance for the pooled portfolio, including renewal readiness and early risk detection.
• Collaborate closely with Renewals and Sales leadership on renewal strategy and expansion routing.
• Ensure CSMs surface new use cases, stakeholders, and expansion signals, handing them off cleanly to the appropriate teams.
• Influence retention strategy through data‑driven insights and repeatable risk‑mitigation plays.
• Track and report on key metrics such as churn rate, renewal rate, expansion ARR, and net promoter score (NPS) to senior leadership.

Operational Excellence & Scalability

• Define and enforce the operating rhythm for the pool: coverage standards, response expectations, escalation paths, and handoff protocols.
• Maintain rigorous documentation discipline so that account context lives in the system, not in individual memory.
• Ensure CRM and CS tooling accurately reflect account health, engagement history, and renewal status.
• Use metrics such as coverage rate, time to first response, adoption, health scores, renewal rates, and expansion ARR to drive performance conversations.
• Identify automation and process improvements that increase capacity without adding headcount.
• Lead quarterly process reviews to refine workflows, eliminate bottlenecks, and incorporate new technology or insights.

Cross‑Functional Leadership

• Serve as the voice of a large, diverse customer population internally while balancing business priorities.
• Partner with Support, Product, Professional Services, Renewals, and Sales to enhance the customer journey for customers without a dedicated resource.
• Surface systemic risks, adoption blockers, and product feedback trends to senior leadership, using the pool’s volume as an early warning system.
• Contribute to strategic planning for the broader Customer Success organization, including forecasting, budgeting, and resource allocation.
• Represent the Customer Success function in executive meetings, ensuring that customer perspectives inform product roadmaps and service enhancements.

Essential Qualifications

• 5+ years of experience in B2B SaaS, with a focus on Customer Success or account management.
• 3+ years in a Customer Success or account management role, and 2+ years managing or leading CSM teams.
• Demonstrated experience operating a pooled, shared, or scaled coverage model, or the ability to build one from scratch.
• Deep understanding of renewal strategy, retention management, and risk identification at volume.
• Proven track record designing and improving repeatable plays, playbooks, and operating standards.
• Comfort managing through systems and data rather than individual account relationships.
• Strong analytical mindset with the ability to translate portfolio signals into prioritized team action.
• Leadership style grounded in transparency, ownership, and high standards.
• Excellent written and verbal communication skills, with the ability to influence stakeholders across all levels.

Preferred Qualifications

• Experience in the network operations or cybersecurity industry.
• Familiarity with AI‑driven operational platforms.
• Advanced proficiency in CRM and CS tooling (e.g., Salesforce, Gainsight, Zendesk).
• Background in data analysis and reporting (SQL, Tableau, Power BI).
• Experience with remote team management and distributed work cultures.
• Knowledge of customer success metrics and analytics frameworks.

Key Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Process Design & Optimization
• Coaching & Talent Development
• Customer‑Centric Mindset
• Cross‑Functional Collaboration
• Communication & Influence
• Adaptability & Resilience
• Project Management & Prioritization

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a clear ladder of advancement: from Pooled Customer Success Manager to Director of Customer Success, and beyond. You’ll have access to a dedicated learning budget, mentorship from senior leaders, and the chance to lead cross‑functional initiatives that shape the future of our platform. Whether you’re looking to deepen your expertise in customer success strategy or broaden your skill set into product or sales leadership, brighthush provides the resources and culture to make it happen. We also encourage participation in industry conferences, hackathons, and internal innovation challenges to keep your skill set fresh and forward‑looking.

Work Environment & Culture

Our remote‑first model means you can work from anywhere while staying connected through weekly virtual huddles, real‑time collaboration tools, and an open‑door policy for feedback. We celebrate diversity, equity, and inclusion through regular workshops, employee resource groups, and transparent hiring practices. At brighthush, you’ll find a workplace that values integrity, innovation, and the well‑being of every team member. We host quarterly virtual town halls, monthly “Ask Me Anything” sessions with founders, and informal coffee chats to foster community across time zones.

Compensation & Benefits

• Base Salary: $125,000 – $155,000 USD per year, commensurate with experience.
• Bonus: Participation in a discretionary bonus plan tied to individual and company performance.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; HSA/FSA options.
• Financial Security: 401(k) with company matching.
• Time Off: Paid parental leave, vacation, personal, and wellness days.
• Learning & Development: Annual budget for courses, certifications, and conferences.
• Lifestyle Spending Account: Annual LSA for personal enrichment.
• Remote Work Stipend: Monthly stipend to support home office setup and internet costs.

How to Apply

If you’re passionate about driving customer success at scale, thrive in a data‑driven environment, and want to be part of a company that invests in its people, we encourage you to apply. Join brighthush and help shape the future of network operations while advancing your career in a supportive, innovative, and inclusive culture.

Ready to make an impact? Apply to this job now and become a valuable member of the brighthush team.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer committed to inclusion and diversity. We offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. brighthush will not discriminate or retaliate against applicants who inquire about, disclose, or discuss compensation.

Compliance & Data Privacy

brighthush participates in the E‑Verify program to confirm employment eligibility for new hires based in the USA. The E‑Verify process is conducted in conjunction with the Form I‑9 Employment Eligibility Verification on or before the first day of work. E‑Verify is not used as a pre‑screening tool. For more information about E‑Verify, visit https://www.e-verify.gov/employees.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are made by humans. If you would like more information about how your data is processed, please contact us.