Senior Remote Customer Success Specialist – Championing Client Engagement, First‑Contact Resolution, Process Optimization, and Continuous Improvement for brighthush

About brighthush – Empowering Care and Disability Services with Technology and Insight

brighthush is more than a human capital management platform; it is a mission‑driven movement that redefines how care homes, assisted living facilities, and disability service providers operate across the United States. Since 2015, our team of 51‑200 dedicated professionals has blended cutting‑edge technology, data‑driven analytics, and world‑class support to help partners deliver exceptional care. Our mission is simple yet powerful: to enable every client to thrive by providing the tools, insights, and support they need to succeed. Whether you are a frontline caregiver, a facility administrator, or a senior executive, brighthush is committed to making a tangible difference in the lives of caregivers and individuals with disabilities.

Why This Role Matters – The Remote Customer Success Specialist

As a Remote Customer Success Specialist, you will be the first line of support for our clients, the voice that builds trust, and the catalyst that turns challenges into opportunities. Your work will directly influence client satisfaction, platform adoption, and ultimately the quality of care delivered. If you thrive in a fast‑paced environment, love building lasting relationships, and want to see the direct impact of your efforts in real time, this is the role for you.

Key Responsibilities – What You’ll Do Every Day

• First‑Contact Resolution Champion: Own every client inquiry from initiation to closure, striving for 90%+ first‑time resolution rates. Use your problem‑solving skills to diagnose issues quickly and provide clear, actionable solutions.
• Client Engagement Lead: Serve as the primary point of contact for new and existing clients, fostering trust and confidence in brighthush’s solutions through proactive communication and personalized support.
• Escalation Management: Identify, triage, and manage escalated issues. Collaborate with cross‑functional teams—Product, Implementation, Sales—to deliver timely, effective resolutions.
• Process Improvement Advocate: Continuously analyze support workflows, identify bottlenecks, and propose enhancements. Champion best practices that increase efficiency and elevate the client experience.
• Data‑Driven Reporting: Leverage CRM and HRIS data to generate insights, track key metrics, and report on client health and support performance. Present findings to leadership to inform strategy.
• Knowledge Base Steward: Contribute to and maintain brighthush’s internal knowledge base, ensuring information is accurate, up‑to‑date, and easily accessible for both clients and teammates.
• Client Success Coaching: Provide guidance and training to clients on best practices for using the brighthush platform, helping them achieve their business goals and maximize ROI.
• Team Collaboration: Work closely with Sales, Product, and Implementation teams to align on client expectations, share feedback, and deliver a seamless experience.

Essential Qualifications – What We Expect

• Education: High School Diploma or GED (required). A bachelor’s degree in Business, Communications, or a related field is a plus.
• Experience: 1–2 years of client support, customer success, HR administration, or a related field. Experience in a remote environment is highly valued.
• Communication: Strong written and verbal communication skills, with the ability to convey complex information clearly and empathetically.
• Technical Proficiency: Proficiency in brighthush Office Suite (brighthush Mail, brighthush Sheets, brighthush Notes). Comfortable navigating CRM platforms, preferably brighthush CRM, and basic HRIS systems such as brighthush HRIS.
• Self‑starter: Demonstrated ability to work independently in a remote setting, managing time and priorities effectively while maintaining high quality.

Preferred Qualifications – What Will Set You Apart

• 2–4 years of experience managing customer relationships and handling inquiries in a fast‑paced environment.
• Proven track record of first‑time resolution and escalation management.
• Experience in the human resources or care services industry.
• Knowledge of compliance regulations relevant to care homes and disability services.
• Advanced Excel skills, including pivot tables, macros, and data analysis.
• Certifications in Customer Success, HRIS, or related fields.

Skills & Competencies for Success

• Customer‑Centric Mindset: A genuine desire to help clients succeed and a proactive approach to problem solving.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
• Adaptability: Comfortable navigating change, learning new tools, and adjusting to evolving client needs.
• Collaboration: Strong teamwork skills, with a willingness to share knowledge and support colleagues.
• Attention to Detail: Meticulous in data entry, documentation, and quality assurance.
• Time Management: Efficiently juggle multiple tasks, prioritize effectively, and meet deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to our collective success. As a Customer Success Specialist, you will have access to a structured career path that can lead to roles such as Senior Customer Success Manager, Customer Success Lead, or even Product Management. We provide ongoing learning through:

• Monthly knowledge‑sharing sessions with product experts.
• Access to industry conferences and webinars.
• Mentorship programs pairing you with senior leaders.
• Internal certification tracks in HRIS, CRM, and customer success methodologies.

Your growth is our priority, and we celebrate achievements with promotions, bonuses, and recognition programs that highlight your contributions.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Even though this role is fully remote, you will be an integral part of a close‑knit team that values:

• Open communication and regular check‑ins.
• Work‑life balance, with flexible hours and a generous paid time off policy.
• Innovation, encouraging you to bring fresh ideas to the table.
• Diversity and inclusion, ensuring every voice is heard and respected.
• Community impact, with volunteer opportunities and partnerships that give back to the care sector.

We use a blend of asynchronous and synchronous collaboration tools—brighthush Chat, brighthush Video, and a shared knowledge base—to keep everyone connected and aligned, no matter where you’re located.

Compensation & Benefits

While the exact salary range will be discussed during the interview process, we offer a competitive compensation package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses tied to client satisfaction and resolution metrics.
• Health, dental, and vision insurance with company‑paid premiums for employee‑only coverage.
• brighthush Savings Account and brighthush Health Savings Account options.
• Life insurance, short‑ and long‑term disability coverage, and voluntary brighthush Accident Coverage.
• brighthush Retirement Plan with company match and safe harbor contribution.
• Paid Time Off (PTO) and paid holidays.
• Additional ancillary benefits such as critical illness coverage and accident insurance.

We also offer a generous relocation stipend for candidates who may need to adjust their home office setup, as well as a stipend for home‑office equipment to ensure you have the tools you need to succeed.

Why Join brighthush?

If you are looking for a role where your voice matters, where you can see the direct impact of your work on clients’ success, and where professional growth is supported by a dedicated learning culture, brighthush is the place for you. We are committed to building a team that reflects the communities we serve and to creating solutions that make a real difference in the lives of caregivers and individuals with disabilities.

Ready to take the next step in your career? Apply today and become a key player in shaping the future of human capital management at brighthush.