Senior Remote Customer Success Manager – Pooled Team Leadership & Strategic Growth Champion for Global Network Operations at brighthush

About brighthush

brighthush is a pioneering force in the network operations arena, empowering Fortune 500 enterprises, global service providers, and mission‑critical organizations to keep their digital ecosystems running with unmatched reliability, security, and agility. Our Intelligent Network Operations platform blends AI‑driven automation with human‑centric design, enabling customers to manage, secure, and optimize their networks at scale without the complexity traditionally associated with large‑scale deployments. With a presence in more than 30 countries and a relentless commitment to continuous innovation, brighthush is more than a technology vendor – we are a strategic partner that accelerates digital transformation for some of the world’s most complex and demanding enterprises.

Why brighthush?

At brighthush, extraordinary results are born from an environment where trust, transparency, and empowerment are the cornerstones. Our culture is built on collaboration, integrity, and an unwavering focus on delivering measurable value to our customers. We invest heavily in our people, offering continuous learning opportunities, mentorship, and a crystal‑clear path for career advancement. If you’re looking to grow your career in a company that values your contributions and rewards your ambition, brighthush is the place for you.

Role Overview

As the Remote Manager of our Pooled Customer Success team, you will lead a dynamic group of 4 to 7 Customer Success Managers (CSMs) who collectively own a substantial portfolio of high‑value customers. Your mission is to build a high‑performing, scalable team that delivers consistent, measurable value across many accounts without relying on a one‑to‑one relationship model. You will blend strategic leadership with hands‑on coaching, designing repeatable processes, prioritizing the right customers at the right time, and ensuring that every CSM can step into any account with confidence.

Key Responsibilities

• Team Leadership & Talent Development
  • Lead, coach, and develop a team of 4‑7 pooled CSMs, fostering a culture of accountability, continuous improvement, and high performance.
  • Distribute workload, manage queue coverage, and balance capacity so that no customer segment is overlooked.
  • Conduct regular portfolio reviews, renewal risk assessments, and performance check‑ins to keep the team aligned with company goals.
  • Coach CSMs on rapid discovery, efficient conversations, and delivering value in fewer, higher‑quality interactions.
  • Hire, onboard, and nurture talent suited to a fast‑moving, high‑volume environment, ensuring a strong fit with brighthush’s values.
• Driving Measurable Customer Value at Scale
  • Operationalize the Customer Value Framework through standardized plays rather than bespoke plans.
  • Guarantee that every customer in the pool receives defined lifecycle coverage, including onboarding confirmation, adoption checkpoints, and structured pre‑renewal reviews.
  • Set 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 effort toward accounts where intervention can change the outcome.
• Retention, Expansion & Growth Alignment
  • Own retention performance for the pooled portfolio, driving 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, and hand them off cleanly.
  • Influence retention strategy through data‑driven insights and repeatable risk mitigation plays.
• Operational Excellence & Scalability
  • Define and enforce the operating rhythm for the pool, including coverage standards, response expectations, escalation paths, and handoff protocols.
  • Maintain documentation discipline so that account context lives in the system, not in individual memory.
  • Ensure CRM and CS tooling reflect accurate 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 increasing headcount.
• Cross‑Functional Leadership
  • Serve as the voice of a large and diverse customer population internally while balancing business priorities.
  • Partner with Support, Product, Professional Services, Renewals, and Sales to improve the customer journey for customers who do not have a dedicated resource.
  • Surface systemic risks, adoption blockers, and product feedback trends to senior leadership, using the volume of the pool as an early warning system for the broader base.
  • Contribute to strategic planning for the broader Customer Success organization.

Essential Qualifications

• 5+ years of experience in B2B SaaS, with a deep understanding of the network operations space.
• 3+ years in Customer Success or account management, with 2+ years managing or leading CSM teams.
• Proven experience operating a pooled, shared, or scaled coverage model, or a demonstrated ability to build one.
• Strong grasp of renewal strategy, retention management, and risk identification at volume.
• Track record of designing and improving repeatable plays, playbooks, and operating standards.
• Comfort managing through systems and data rather than through individual account relationships.
• Analytical mindset with the ability to translate portfolio signals into prioritized team action.
• Leadership style grounded in transparency, ownership, and high standards.

Preferred Qualifications

• Experience in the network operations or cybersecurity industry.
• Background in data analytics or business intelligence tools.
• Knowledge of AI‑driven automation platforms and how they impact customer success workflows.
• Previous exposure to global, remote teams and distributed work environments.

Skills & Competencies

• Strategic Thinking & Execution
• Team Building & Coaching
• Process Design & Optimization
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Excellent Communication & Influence
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both challenging and rewarding. As a Remote Manager, you will:

• Progress into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in executive‑level mentorship programs and leadership development workshops.
• Access a generous learning budget that covers certifications, conferences, and online courses.
• Benefit from a culture that encourages experimentation, learning from failure, and celebrating successes.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, global team. We celebrate diversity, equity, and inclusion, and we foster an environment where every voice is heard. Our values of collaboration, integrity, and innovation guide everything we do, ensuring that you can bring your authentic self to work and make a real impact.

Compensation & Benefits

We offer a competitive salary range of $125,000 – $155,000 USD per year, complemented by a discretionary bonus plan. In addition, you will receive:

• Comprehensive medical, dental, and vision insurance.
• Tax‑advantaged accounts (HSA, FSA) and a Lifestyle Spending Account (LSA).
• 401(k) with company matching.
• Paid parental leave, vacation, personal, and wellness days.
• Annual learning and development budget.
• Participation in our annual bonus program.

How to Apply

If you are passionate about driving customer success at scale and thrive in a fast‑moving, data‑driven environment, we encourage you to apply. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to learning how you can help brighthush continue to deliver world‑class network operations solutions to our global clientele.

Join brighthush – Where Your Talent Shines

At brighthush, we’re committed to building a future where technology empowers businesses to transform, innovate, and succeed. Your expertise in customer success will be the catalyst that drives our customers’ growth and our company’s continued success. If you’re ready to lead, inspire, and scale impact, apply today and become a vital part of the brighthush family.