Senior Remote Customer Success Strategist – Global Client Retention & Upsell Champion – Driving Strategic Partnerships & Scaling Enterprise Success at brighthush

About brighthush

brighthush is more than a SaaS provider; we are a catalyst for digital transformation that empowers businesses worldwide to unlock the full potential of their digital ecosystems. With a portfolio of cutting‑edge solutions spanning customer engagement, operational automation, and data‑driven insights, we help our clients turn complex challenges into measurable growth. Our mission is simple yet ambitious: to create transformative experiences that elevate our clients’ success. We achieve this by combining deep industry expertise with a culture of innovation, collaboration, and continuous learning.

Why brighthush?

At brighthush, you’ll join a dynamic, high‑impact team that thrives on solving complex problems and delivering tangible results. We value curiosity, ownership, and a relentless focus on customer outcomes. As a Senior Remote Customer Success Strategist, you’ll shape the future of our customer experience, influence product strategy, and accelerate revenue growth—all while enjoying the flexibility of a fully remote role that supports work‑life balance. Our remote culture is built on trust, transparency, and a shared commitment to excellence, ensuring that every team member feels empowered to innovate and collaborate from anywhere in the world.

Role Overview

In this pivotal role, you will own the end‑to‑end customer journey for a portfolio of high‑value accounts. Your mission is to ensure that every client not only achieves rapid ROI but also discovers new ways to unlock additional value from our platform. By blending strategic account management with data‑driven insights, you will drive retention, renewals, and expansion, directly contributing to brighthush’s revenue pipeline.

Key Responsibilities

• Customer Onboarding & Adoption: Lead the end‑to‑end onboarding journey for new clients, ensuring they achieve a rapid, measurable ROI. Design and deliver tailored training programs, create adoption playbooks, and collaborate with Product to align feature usage with business goals.
• Account Management & Health Monitoring: Own a defined book of business, maintaining a deep understanding of each customer’s objectives, challenges, and success metrics. Use data‑driven insights to proactively identify risks, opportunities, and upsell prospects.
• Retention & Renewal Strategy: Partner with Sales and Finance to develop renewal plans that maximize customer lifetime value. Conduct quarterly business reviews, present performance dashboards, and negotiate contract terms that reflect the value delivered.
• Upsell & Expansion: Identify and execute on cross‑sell and upsell opportunities by mapping customer needs to brighthush’s product suite. Collaborate with Product and Marketing to create targeted campaigns and pricing strategies that resonate with each segment.
• Cross‑Functional Collaboration: Work closely with Sales, Support, Services, Finance, and Product teams to ensure a seamless, end‑to‑end customer experience. Serve as the voice of the customer in internal discussions, influencing roadmap decisions and service enhancements.
• Process Improvement: Continuously refine customer success processes, tools, and documentation. Champion best practices for onboarding, health scoring, and renewal workflows, and share learnings across the organization.
• Reporting & Analytics: Build and maintain dashboards that track key metrics such as NPS, churn, expansion revenue, and product adoption. Translate data into actionable insights for stakeholders and senior leadership.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer conferences. Share success stories, case studies, and best practices that showcase the impact of our solutions.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• 5+ years of experience in Customer Success, Account Management, or a similar role within a SaaS or technology company.
• Proven track record of driving retention, expansion, and revenue growth in a B2B environment.
• Strong analytical mindset with proficiency in CRM (e.g., brighthush), customer success platforms (e.g., brighthush), and data visualization tools (e.g., brighthush, brighthush).
• Excellent communication skills—both written and verbal—across all levels of an organization.
• Ability to manage multiple accounts simultaneously while maintaining high attention to detail.
• Experience working in a remote, distributed team environment.
• Customer‑centric mindset with a passion for delivering exceptional experiences.

Preferred Qualifications

• Experience in the fintech, logistics, or supply‑chain technology sectors.
• Knowledge of advanced analytics, AI, or machine‑learning concepts applied to customer success.
• Certifications in Customer Success Management (e.g., brighthush, brighthush).
• Fluency in multiple languages, especially Spanish or Mandarin.
• Background in product management or technical consulting.

Core Competencies & Skills

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Data‑Driven Decision Making: Use metrics to guide actions and measure impact.
• Relationship Building: Foster trust and credibility with clients and internal stakeholders.
• Problem Solving: Diagnose complex issues and develop creative, scalable solutions.
• Influence & Negotiation: Persuade and align diverse parties toward common goals.
• Adaptability: Thrive in a fast‑paced, evolving environment.
• Project Management: Coordinate initiatives across multiple teams and timelines.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Customer Success Strategist, you’ll have access to:

• Structured mentorship programs with senior leaders in Customer Success, Sales, and Product.
• Annual learning stipend for courses, certifications, and conferences.
• Internal knowledge‑sharing sessions, “Lunch & Learn” webinars, and cross‑functional workshops.
• Clear career pathways to roles such as Senior Customer Success Manager, Director of Customer Success, or Customer Success Strategy Lead.
• Opportunities to influence product roadmap and go‑to‑market strategies based on customer insights.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our remote culture is supported by:

• Flexible working hours that respect personal commitments and time zones.
• Weekly virtual town halls and team check‑ins to keep everyone connected.
• Inclusive hiring practices that celebrate diverse perspectives.
• Well‑being initiatives, including virtual fitness classes, mental health resources, and a generous paid time off policy.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for remote Customer Success roles.
• Performance‑based bonuses tied to retention, expansion, and customer satisfaction metrics.
• Health, dental, and vision insurance for employees and their families.
• 401(k) plan with company match.
• Unlimited paid time off and flexible sick leave.
• Home office stipend and technology allowance.
• Employee stock purchase plan (ESPP) and equity options for eligible roles.

How to Apply

If you’re passionate about driving customer success, eager to collaborate across functions, and ready to make a tangible impact on revenue growth, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush’s Customer Success team. Let’s build brighter futures together.