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

About brighthush

In today’s hyper‑connected world, the backbone of every successful business is a reliable, intelligent network. brighthush is at the forefront of this revolution, delivering a next‑generation Intelligent Network Operations platform that blends cutting‑edge artificial intelligence with a human‑centric approach. Our solution unifies automation, simplification, and scalability into a single, powerful tool that accelerates digital transformation at a pace that was once unimaginable.

What truly sets brighthush apart is our culture. We believe that high‑impact work thrives when every voice is heard, every contribution is valued, and every team member is trusted to own their success. With a global footprint and a commitment to collaboration, integrity, and continuous innovation, brighthush offers a workplace where you can grow, learn, and make a tangible difference.

Why This Role Matters

As the Senior Remote Customer Success & Retention Strategy Lead, you will be the architect of how brighthush delivers value to our customers at scale. Rather than managing individual accounts, you will design repeatable playbooks, orchestrate a high‑performing team, and drive measurable outcomes across a large, shared portfolio. Your leadership will directly influence customer satisfaction, renewal rates, and expansion revenue, while fostering a culture of accountability, continuous improvement, and data‑driven decision making.

Key Responsibilities

1. Team Leadership & Talent Development

• Lead, coach, and develop a team of 4–7 pooled Customer Success Managers (CSMs) who collectively own a diverse customer base.
• Strategically distribute workload, manage queue coverage, and balance capacity to ensure 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, concise conversations, and delivering value in fewer, high‑quality interactions.
• Cultivate a culture of accountability, collaboration, and continuous improvement that empowers every team member.
• Recruit, onboard, and nurture talent suited to a fast‑moving, high‑volume environment, ensuring a strong pipeline for future growth.

2. Driving Measurable Customer Value at Scale

• Operationalize the Customer Value Framework through standardized plays, eliminating bespoke plans and ensuring consistency.
• Guarantee that every customer in the pool receives defined lifecycle coverage—onboarding confirmation, adoption checkpoints, and structured pre‑renewal reviews.
• Define clear value milestones and outcome criteria that apply uniformly 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.

3. 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.

4. Operational Excellence & Scalability

• Define and enforce the operating rhythm for the pool—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 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.

5. Cross‑Functional Leadership

• Serve as the voice of a large, diverse customer population internally, 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.

Essential Qualifications

• 5+ years of experience in B2B SaaS, with a deep understanding of the industry’s nuances.
• 3+ years in Customer Success or account management, demonstrating a track record of driving customer outcomes.
• 2+ years managing or leading CSM teams, with proven ability to build and scale high‑performing groups.
• Hands‑on experience operating a pooled, shared, or scaled coverage model, or a demonstrated ability to build 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.
• Comfort managing through systems and data rather than individual account relationships.
• Analytical mindset with the ability to translate portfolio signals into prioritized team action.
• A leadership style grounded in transparency, ownership, and high standards.

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.
• Proficiency with advanced analytics tools (e.g., Tableau, Looker) and CRM platforms (e.g., Salesforce, HubSpot).
• Track record of implementing automation solutions that reduced manual effort by 30%+.
• Strong public speaking and presentation skills, with experience leading executive‑level stakeholder meetings.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Process Design & Automation
• Coaching & Talent Development
• Cross‑Functional Collaboration
• Customer‑Centric Mindset
• Excellent Communication & Presentation Skills
• Adaptability in a Remote, Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning and development framework. You’ll have access to an annual learning budget, 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 even broader operational functions. We encourage continuous learning, and you’ll be rewarded for pursuing certifications, attending industry conferences, and sharing knowledge with peers.

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: $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.
• 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.