Senior Remote Customer Success & Retention Strategy Lead – Architecting Scalable Automation, Building High‑Performance Teams, and Accelerating Enterprise SaaS Growth at brighthush

Welcome to brighthush – Where Intelligent Networks Meet Customer Success Excellence

In today’s hyper‑connected world, digital transformation is no longer a luxury—it’s a necessity. At brighthush, we’re at the cutting edge of network innovation, blending artificial intelligence with human insight to deliver automation that scales, data that drives decisions, and a user experience that feels personal even at enterprise scale. Our Intelligent Network Operations platform empowers businesses to connect, secure, and optimize their digital ecosystems with a single, unified solution.

We don’t just build technology; we cultivate a culture that thrives on curiosity, collaboration, and continuous improvement. Every team member is trusted to own their success, every voice is heard, and every contribution is celebrated. Whether you’re a seasoned veteran or a rising star, you’ll find a place where your ideas shape the future, your growth is supported, and your impact is tangible.

Why This Role Matters

As the Senior Remote Customer Success & Retention Strategy Lead, you will be the linchpin that transforms individual customer interactions into a scalable, repeatable system of value. Your strategic vision will guide how brighthush delivers measurable outcomes to thousands of customers worldwide, driving satisfaction, renewals, and expansion. You will build and lead a high‑performance team, design playbooks that eliminate friction, and embed data‑driven decision making into every touchpoint. In short, you will shape the customer experience at scale and directly influence the company’s growth trajectory.

Key Responsibilities

1. Team Leadership & Talent Development

• Recruit, coach, and inspire a pool of 4–7 Customer Success Managers (CSMs) who collectively manage a diverse portfolio of enterprise accounts.
• Strategically allocate workload, ensuring balanced coverage across customer segments and preventing any account from falling through the cracks.
• Facilitate regular portfolio reviews, renewal risk assessments, and performance check‑ins to keep the team aligned with brighthush’s strategic goals.
• Mentor CSMs in rapid discovery, concise communication, and delivering high‑value interactions that drive adoption and satisfaction.
• Cultivate a culture of accountability, collaboration, and continuous improvement, empowering each team member to own outcomes.
• Lead the hiring, onboarding, and professional development pipeline to sustain a high‑velocity, high‑quality team.

2. Driving Measurable Customer Value at Scale

• Operationalize the Customer Value Framework by creating standardized playbooks that replace bespoke, ad‑hoc plans.
• Ensure every customer in the pool receives consistent lifecycle coverage: onboarding confirmation, adoption checkpoints, and structured pre‑renewal reviews.
• Define clear value milestones and outcome criteria that apply uniformly across the portfolio, linking product usage to business results.
• Monitor portfolio health signals—usage metrics, support tickets, engagement scores—and direct team focus toward accounts where intervention can change the outcome.
• Champion a data‑driven approach to value delivery, using analytics to surface insights and inform proactive outreach.

3. Retention, Expansion & Growth Alignment

• Own retention performance for the pooled portfolio, including renewal readiness, risk detection, and mitigation strategies.
• Collaborate closely with Renewals and Sales leadership to align renewal strategy, expansion routing, and upsell opportunities.
• Ensure CSMs surface new use cases, stakeholder insights, and expansion signals, handing them off cleanly to the appropriate teams.
• Influence retention strategy through data‑driven insights, repeatable risk mitigation plays, and cross‑functional alignment.

4. 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.
• Leverage 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, and champion their implementation.

5. Cross‑Functional Leadership

• Serve as the voice of a large, diverse customer population within the organization, balancing business priorities with customer needs.
• Partner with Support, Product, Professional Services, Renewals, and Sales to enhance the customer journey for those 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, influencing long‑term initiatives and resource allocation.

Essential Qualifications

• 5+ years of experience in B2B SaaS, with a deep understanding of the industry’s nuances and customer expectations.
• 3+ years in Customer Success or account management, demonstrating a proven track record of driving customer outcomes and revenue growth.
• 2+ years managing or leading CSM teams, with a demonstrated ability to build and scale high‑performing groups.
• Hands‑on experience operating a pooled, shared, or scaled coverage model, or the ability to design and implement one from scratch.
• Strong grasp of renewal strategy, retention management, and risk identification at volume.
• Proven ability to design and improve repeatable plays, playbooks, and operating standards that drive consistency.
• Comfort managing through systems and data rather than individual account relationships, with a focus on process and scalability.
• Analytical mindset with the ability to translate portfolio signals into prioritized team action.
• A leadership style grounded in transparency, ownership, and high standards, inspiring teams to exceed expectations.

Preferred Qualifications

• Experience in a high‑growth SaaS company that has scaled its Customer Success organization from 10 to 100+ CSMs.
• Background in network operations, cybersecurity, or related technology domains, providing industry context and credibility.
• Proficiency with advanced analytics tools (e.g., brighthush, brighthush) and CRM platforms (e.g., brighthush, brighthush).
• Track record of implementing automation solutions that reduced manual effort by 30%+ and increased throughput.
• Strong public speaking and presentation skills, with experience leading executive‑level stakeholder meetings.

Skills & Competencies

• Strategic Thinking & Execution – translating vision into actionable plans.
• Data‑Driven Decision Making – using analytics to inform strategy and measure impact.
• Process Design & Automation – building scalable systems that reduce friction.
• Coaching & Talent Development – nurturing growth and performance in a remote environment.
• Cross‑Functional Collaboration – aligning with Sales, Product, Support, and Renewals.
• Customer‑Centric Mindset – always prioritizing the customer’s journey and outcomes.
• Excellent Communication & Presentation Skills – articulating strategy to diverse audiences.
• Adaptability in a Remote, Fast‑Paced Environment – thriving under change and ambiguity.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning and development framework. You’ll receive an annual learning budget, access to mentorship programs, and the chance to lead cross‑functional initiatives that shape the company’s strategic direction. As you grow, you’ll be positioned for senior leadership roles within Customer Success, Product, or broader operational functions. We encourage continuous learning, rewarding certifications, industry conference attendance, and knowledge sharing across teams.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere while staying connected through collaborative tools, regular virtual town halls, and a strong sense of community. We celebrate diversity, foster inclusion, and encourage open dialogue. At brighthush, you’ll find a workplace that values integrity, innovation, and the well‑being of every team member. We host quarterly virtual team‑building events, provide mental‑health resources, and promote a healthy work‑life balance through flexible scheduling and generous time‑off policies.

Compensation & Benefits

• Base Salary: Competitive range of $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 insurance plans.
• Financial Flexibility: Tax‑advantaged accounts (HSA, FSA) and a 401(k) with company matching.
• Work‑Life Balance: Paid parental leave, vacation, personal, and wellness days.
• Learning & Development: Annual budget for courses, certifications, and conferences.
• Additional Perks: Lifestyle Spending Account (LSA), annual bonus program, and more.

Equal Opportunity & Inclusion

brighthush is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. We actively encourage applicants from all backgrounds, including minorities, women, veterans, and individuals with disabilities. We do not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, age, disability, or any other protected characteristic.

Application Process

Ready to shape the future of network operations and customer success at brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and impact.

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Final Thoughts

At brighthush, you’ll have the opportunity to lead a high‑impact team, drive measurable customer value at scale, and shape the future of our Customer Success organization. If you’re passionate about building systems that empower customers, thrive in a data‑driven environment, and want to grow your career with a company that invests in its people, we encourage you to apply today.