Senior Remote Customer Success Project Manager – Leading Global Client Adoption, Advanced CRM Optimization, and Revenue Growth Initiatives at brighthush

Welcome to brighthush – Where Customer Success Drives Innovation

At brighthush, we believe that every customer interaction is an opportunity to create lasting value. Our mission is to empower organizations worldwide to transform raw data into actionable insights, turning every touchpoint into a measurable business advantage. As a leading force in customer experience technology, we blend cutting‑edge CRM solutions with a culture of continuous improvement, ensuring our clients not only meet but exceed their growth targets.

About brighthush

Founded on the principles of transparency, collaboration, and relentless curiosity, brighthush has evolved from a small startup to a global leader in customer success solutions. Our platform is designed to help businesses of all sizes unlock the full potential of their customer relationships, driving adoption, retention, and revenue expansion. With a remote‑first workforce spanning five continents, we celebrate diversity, empower autonomy, and foster an environment where every voice is heard.

Our Vision & Mission

Vision: To be the world’s most trusted partner in customer success, enabling companies to create unforgettable experiences that drive sustainable growth.

Mission: To deliver transformative, data‑driven solutions that help our clients turn customer insights into strategic actions, while cultivating a culture of innovation, empathy, and continuous learning.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience:

• Opportunity to shape the future of customer success technology.
• Access to a global network of experts and thought leaders.
• A culture that rewards curiosity, experimentation, and impact.
• Flexibility to work from anywhere, supported by a fully equipped home‑office stipend.
• Competitive total rewards, including equity, performance bonuses, and unlimited learning budgets.

Role Overview

We are seeking a dynamic, results‑oriented Senior Remote Customer Success Project Manager to lead the charge in driving client adoption, optimizing CRM usage, and unlocking revenue growth. In this role, you will serve as the linchpin between our clients and cross‑functional teams, ensuring that every project delivers measurable business outcomes and strengthens long‑term relationships.

Key Responsibilities

• Client Onboarding & Adoption: Design and execute end‑to‑end onboarding roadmaps that align with each client’s unique objectives, ensuring a smooth transition from discovery to full CRM implementation.
• Project Management: Plan, execute, and close projects on time and within budget. Develop detailed project plans, track milestones, manage risks, and communicate status to stakeholders.
• Account Management & Upsell: Act as the primary point of contact for assigned accounts, nurturing relationships to identify upsell and cross‑sell opportunities. Prepare and present ROI‑driven proposals that resonate with client needs.
• Cross‑Functional Collaboration: Partner with Marketing, Product, Support, and Sales teams to ensure a seamless client experience. Translate client feedback into actionable product enhancements.
• Performance Reporting: Build and deliver regular dashboards and executive summaries that highlight key metrics such as adoption rates, usage trends, and ROI.
• Continuous Improvement: Stay abreast of industry trends, emerging technologies, and regulatory changes. Attend webinars, conferences, and training sessions to bring fresh insights back to the team.
• Documentation & Compliance: Draft, review, and maintain contracts, SLAs, and other client‑facing documents. Ensure all deliverables meet internal quality standards and compliance requirements.
• Problem Resolution: Serve as the escalation point for complex client issues, coordinating with technical teams to deliver timely, effective solutions.
• Strategic Planning: Contribute to the development of long‑term customer success strategies, including segmentation, renewal planning, and expansion roadmaps.
• Mentorship & Knowledge Sharing: Mentor junior team members and share best practices across the Customer Success organization.

Success Metrics

Your impact will be measured by:

• Client adoption rate and time‑to‑value.
• Net Promoter Score (NPS) and customer satisfaction scores.
• Revenue growth from upsell and cross‑sell initiatives.
• Project delivery metrics: on‑time completion, budget adherence, and stakeholder satisfaction.
• Team development: mentorship outcomes and knowledge‑sharing contributions.

Essential Qualifications

• Minimum of 5 years of experience in customer success, account management, or project management within a SaaS or CRM environment.
• Proven track record of managing complex projects and driving adoption of enterprise software solutions.
• Strong business acumen with the ability to translate technical features into tangible business value.
• Excellent written and verbal communication skills; comfortable presenting to C‑suite executives.
• Advanced proficiency in project management tools and CRM platforms.
• Demonstrated analytical mindset; ability to interpret data and generate actionable insights.
• Experience with contract negotiation, pricing models, and payment terms.
• Self‑motivated, highly organized, and able to thrive in a fast‑paced remote environment.
• Strong stakeholder management skills and a collaborative approach to problem solving.

Preferred Qualifications

• Project Management Professional (PMP) or Certified ScrumMaster (CSM) certification.
• Background in marketing or sales operations, with a deep understanding of lead generation and pipeline management.
• Experience working with international clients across multiple time zones.
• Knowledge of data privacy regulations (GDPR, CCPA) and experience ensuring compliance in client engagements.
• Fluency in a second language (e.g., Spanish, French, Mandarin) is a plus.
• Experience with AI‑driven analytics or automation tools within a CRM context.

Core Skills & Competencies

• Business Acumen: Ability to understand and influence business strategy and financial outcomes.
• Communication Proficiency: Clear, concise, and persuasive communication across all levels.
• Customer/Client Focus: Deep empathy for client challenges and a passion for delivering exceptional service.
• Organizational Skills: Mastery of prioritization, time‑management, and resource allocation.
• Presentation Skills: Engaging storytelling and data visualization to convey complex concepts.
• Problem Solving & Analysis: Structured approach to diagnosing issues and crafting solutions.
• Results‑Driven: Track record of meeting or exceeding KPIs and driving measurable impact.
• Technical Capacity: Comfortable navigating technical documentation and collaborating with engineering teams.
• Adaptability: Ability to pivot quickly in response to changing client needs and market dynamics.

Career Growth & Learning Opportunities

At brighthush, your professional development is as important as the work you do. As a Customer Success Project Manager, you will:

• Progress into senior leadership roles such as Director of Customer Success or VP of Client Experience.
• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Participate in a structured mentorship program pairing you with senior leaders across the organization.
• Access continuous learning resources, including industry certifications, workshops, and a generous budget for conferences.
• Influence the design of new features and services that directly impact client success.
• Earn recognition through our annual “Customer Success Champion” award and quarterly performance bonuses.
• Build a robust professional network through our global community of customer success leaders.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our remote‑first culture means you’ll enjoy:

• Flexible work hours that respect your personal life and peak productivity times.
• Fully equipped home office stipend and ergonomic support.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• A culture of open feedback, where ideas are valued and innovation is celebrated.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Access to a global community of peers through monthly “brighthush Connect” sessions.
• Annual company‑wide retreat and quarterly virtual socials to strengthen team bonds.

Compensation, Perks, and Benefits

While specific figures 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 client satisfaction, adoption metrics, and revenue growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) matching program to support your long‑term financial goals.
• Generous paid time off, including vacation, sick leave, and personal days.
• Unlimited learning budget for courses, certifications, and conferences.
• Wellness stipend covering gym memberships, meditation apps, or other health‑related expenses.
• Annual company‑wide retreat and quarterly virtual socials.
• Equity options for eligible employees to share in the company’s success.

Diversity & Inclusion

At brighthush, we celebrate the unique perspectives that each individual brings. We are committed to building an inclusive environment where everyone can thrive, regardless of background, identity, or experience. Our hiring practices, mentorship programs, and community initiatives are designed to foster belonging and empower every team member to reach their full potential.

Ready to Make an Impact?

If you are a strategic thinker, a collaborative leader, and a passionate advocate for customer success, we invite you to join our remote‑first team at brighthush. Together, we will redefine what it means to deliver exceptional value to our clients and shape the future of customer experience technology.