Senior Remote Customer Success Specialist – Accelerating Insurance Agent Growth with Innovative CRM & Automation Solutions at brighthush

About brighthush and the Insurance Tech Revolution

brighthush is not just a software vendor; we are a catalyst for change in the insurance ecosystem. Founded in 2023, we have partnered with small‑to‑mid‑size agencies to replace manual, time‑consuming processes with intelligent automation, data‑driven insights, and a user‑centric interface that feels like a natural extension of their daily workflow. Our flagship platform is a next‑generation CRM engineered specifically for insurance professionals, blending powerful automation with an intuitive, mobile‑first design. At brighthush, we empower agents to focus on what they do best: building relationships, understanding client needs, and selling policies that protect families and businesses.

Why This Role Matters

As a Remote Customer Success Specialist, you will be the frontline advocate for our agents. Your expertise will help them unlock the full potential of the brighthush platform, ensuring they achieve measurable growth and satisfaction. You’ll collaborate closely with product, engineering, and marketing teams, turning real‑world feedback into actionable product enhancements. If you thrive in a fast‑paced, tech‑centric environment and love turning challenges into opportunities, this is the role for you.

Key Responsibilities

• Onboarding Excellence: Lead engaging Zoom onboarding sessions that walk new agents through account setup, feature walkthroughs, and best‑practice strategies. Use storytelling and interactive demos to ensure they feel confident from day one.
  • Prepare customized onboarding decks tailored to agency size and specialty.
  • Track onboarding metrics (completion rate, time to first sale) and report insights to the product team.
• Account Configuration & Data Integrity: Create and configure new agent accounts within the brighthush CRM, ensuring data accuracy, compliance with industry standards, and seamless integration with existing tools.
  • Validate data imports from legacy systems and resolve discrepancies.
  • Set up user roles, permissions, and security settings in accordance with agency policies.
• A2P Texting Integration: Register business phone numbers for agents, enabling seamless A2P texting capabilities so they can communicate with leads via SMS. Stay up‑to‑date with regulatory changes and best practices.
  • Configure Twilio or equivalent SMS gateways and monitor deliverability.
  • Educate agents on TCPA compliance and opt‑in/out procedures.
• Ticket Management & Prioritization: Monitor and respond to support tickets in our priority queue, diagnosing issues and providing timely, high‑quality resolutions. Use brighthush ticketing to track progress and maintain SLA compliance.
  • Escalate complex issues to engineering or product teams with clear documentation.
  • Maintain a knowledge base of common problems and solutions.
• Live Support & Troubleshooting: Host real‑time Zoom support calls for agents encountering complex problems or needing advanced guidance. Demonstrate calm, professional communication even under pressure.
  • Record sessions for future training and quality assurance.
  • Provide step‑by‑step troubleshooting guides.
• Email Support & Knowledge Sharing: Draft clear, professional responses to support emails, maintaining a high level of customer satisfaction. Update and expand our internal knowledge base and FAQ sections based on recurring queries.
  • Use templated responses for common issues while customizing for unique cases.
  • Collaborate with the content team to refine help center articles.
• Issue Resolution & Escalation: Identify, troubleshoot, and correct account or system problems. Collaborate with engineering when necessary, ensuring root causes are addressed and documented.
  • Participate in root‑cause analysis meetings.
  • Track post‑mortem actions and verify resolution effectiveness.
• Feedback Loop & Product Advocacy: Gather user feedback during interactions and relay insights to product and engineering teams. Champion agent needs and help shape the roadmap for continuous improvement.
  • Conduct quarterly pulse surveys and focus groups.
  • Prioritize feature requests based on impact and feasibility.

Essential Qualifications

• Minimum of 2 years’ experience in customer support, customer success, or account management roles.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts to non‑technical users.
• Demonstrated calmness and professionalism when handling frustrated or high‑pressure customers.
• Rapid learner with a proven track record of mastering new software tools quickly.
• Meticulous attention to detail—understanding that small errors in account setup can cascade into larger operational issues.
• U.S. residency required; must be available during core business hours (9 a.m. – 5 p.m. EST).
• Hands‑on experience with brighthush or a comparable CRM platform such as Salesforce, HubSpot, or Zoho.
• Background in the life or health insurance industry, or a strong understanding of its regulatory environment.
• Familiarity with brighthush Ads Manager and basic digital advertising concepts.
• Experience supporting software customers, preferably in a SaaS environment.

Preferred Qualifications

• Prior experience in a remote‑first customer success team.
• Knowledge of A2P texting regulations and compliance requirements.
• Experience with data migration or integration projects.
• Proficiency in using ticketing systems such as brighthush or similar.
• Basic understanding of marketing automation and lead nurturing workflows.

Core Competencies & Skills

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Problem‑Solving: Ability to diagnose root causes and propose effective solutions quickly.
• Technical Aptitude: Comfortable navigating complex software interfaces and troubleshooting technical issues.
• Time Management: Efficiently juggle multiple tickets, calls, and follow‑ups while maintaining high quality.
• Collaboration: Work closely with product, engineering, and marketing teams to share insights and drive product improvements.
• Adaptability: Thrive in a rapidly evolving environment, embracing new tools and processes as they emerge.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our collective success. As a Remote Customer Success Specialist, you’ll have a clear path to:

• Progress to a Senior Customer Success Manager role, overseeing a portfolio of high‑value accounts.
• Transition into Product Management or Customer Experience leadership, shaping the roadmap based on frontline insights.
• Participate in quarterly hackathons and innovation sprints, contributing ideas that directly influence product development.
• Access a curated learning library, including courses on CRM best practices, insurance compliance, and advanced digital marketing.
• Receive mentorship from senior leaders who have built careers in SaaS, insurance tech, and customer success.

Work Environment & Company Culture

brighthush is a fully remote, distributed team that values flexibility, transparency, and collaboration. Our culture is built on:

• Open Communication: Weekly all‑hands meetings, real‑time chat channels, and a culture of feedback.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and a focus on mental health.
• Innovation: A flat hierarchy that encourages experimentation and rapid iteration.
• Diversity & Inclusion: Commitment to creating an inclusive environment where every voice is heard.
• Community Impact: Partnerships with local charities and industry groups to give back to the communities we serve.

Compensation & Benefits

While specific salary ranges are tailored to experience and skill level, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards for remote customer success roles.
• Performance‑based bonuses tied to customer satisfaction metrics and retention goals.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to help you plan for the future.
• Unlimited paid time off (PTO) and paid holidays.
• Monthly stipend for home office equipment and high‑speed internet.
• Access to wellness programs, including virtual fitness classes and mental health resources.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you’re ready to join a forward‑thinking company that empowers insurance agents to thrive, we’d love to hear from you. Please submit your resume, a brief cover letter highlighting your relevant experience, and any portfolio or case studies that demonstrate your customer success impact.

Send your application to [email protected] or click the link below to apply directly through our careers portal.

We look forward to welcoming a new member to the brighthush family—someone who shares our passion for technology, customer success, and the insurance industry’s transformative potential.