Senior Remote Customer Success & Upsell Specialist – Accelerate Revenue Growth, Champion Client Success, and Build Enduring Partnerships in a Fast‑Paced SaaS Ecosystem at brighthush

About brighthush

brighthush is more than a SaaS provider; we are a catalyst for digital transformation that empowers businesses of every scale to unlock the full potential of their data. From nimble startups to Fortune 500 enterprises, our cloud‑native platform delivers advanced analytics, AI‑driven insights, and intuitive automation that help clients streamline operations, increase revenue, and elevate the customer experience. Every interaction with brighthush is an opportunity to build lasting partnerships that fuel sustainable growth for both our clients and our organization.

Why This Role Matters

In the fast‑moving world of SaaS, the line between a satisfied customer and a brand advocate is razor‑thin. As a Senior Remote Customer Success & Upsell Specialist, you will be the linchpin that turns product adoption into measurable business outcomes. Your daily engagements will shape revenue streams, influence product evolution, and set the tone for client relationships. You will be the trusted advisor who helps clients realize their strategic goals while simultaneously driving upsell and cross‑sell opportunities that accelerate our growth.

Key Responsibilities

Client Champion

• Primary Point of Contact: Serve as the main liaison for a portfolio of high‑value, enterprise‑grade clients, managing inbound and outbound communications via phone, email, and live chat.
• Relationship Builder: Cultivate deep, strategic relationships with key stakeholders, ensuring alignment between client objectives and brighthush’s solutions.
• Customer Advocacy: Act as the voice of the customer within brighthush, championing their needs and ensuring their success is reflected in product development and service delivery.

Strategic Account Planning

• Needs Assessment: Conduct comprehensive business reviews to identify upsell and cross‑sell opportunities that align with each client’s evolving goals.
• Roadmap Development: Collaborate with clients to create a clear, actionable roadmap that maps out future enhancements, adoption milestones, and revenue targets.
• Account Health Monitoring: Track key health metrics (NPS, CSAT, usage, renewal likelihood) and proactively address any signs of churn or disengagement.

Data‑Driven Insight & Analytics

• CRM Stewardship: Maintain meticulous, real‑time records in our CRM, ensuring every touchpoint, follow‑up, and outcome is documented for future reference and analytics.
• Performance Dashboards: Build and maintain dashboards that track NPS, CSAT, renewal rates, and upsell velocity, providing actionable insights to the broader team.
• Reporting & Forecasting: Generate regular reports for senior leadership, highlighting trends, opportunities, and risks across the portfolio.

Cross‑Functional Collaboration

• Sales Enablement: Partner closely with Sales, Marketing, Product, and Support teams to stay abreast of new features, promotions, and industry trends.
• Product Feedback Loop: Provide actionable feedback on product usage, pain points, and market demands to inform the product roadmap and marketing strategies.
• Customer Success Community: Participate in internal forums and working groups to share best practices and drive continuous improvement across the organization.

Revenue & Satisfaction Leadership

• Quota Achievement: Achieve and surpass monthly and quarterly revenue targets while consistently maintaining high NPS and CSAT metrics.
• Renewal Management: Lead renewal negotiations, ensuring clients see continued value and remain committed to the brighthush ecosystem.
• Upsell & Cross‑Sell Execution: Identify, pitch, and close upsell and cross‑sell opportunities that align with client objectives and drive incremental revenue.

Thought Leadership & Brand Advocacy

• Industry Presence: Represent brighthush at virtual events, webinars, and industry conferences, building brand awareness and generating qualified leads.
• Content Creation: Contribute to case studies, whitepapers, and blog posts that showcase client success stories and best practices.
• Thought Leadership: Publish insights on LinkedIn and other platforms to position brighthush as a thought leader in customer success and SaaS adoption.

Continuous Improvement & Professional Growth

• Training & Certification: Participate in ongoing training and certification programs to deepen product knowledge and refine consultative selling techniques.
• Process Optimization: Identify and implement process improvements that enhance efficiency, reduce churn, and increase upsell velocity.
• Mentorship: Mentor junior team members, sharing best practices and fostering a culture of continuous learning.

Essential Qualifications

• Minimum of 3 years in a customer‑facing sales or customer success role, preferably in a remote or virtual environment.
• Proven track record of meeting or exceeding sales quotas and driving revenue growth.
• Exceptional written and verbal communication skills, with the ability to translate complex solutions into clear, concise value propositions.
• Proficiency with CRM platforms such as Salesforce or HubSpot, and strong command of Microsoft Office Suite.
• Self‑motivated, highly organized, and capable of managing multiple priorities in a fast‑paced, remote setting.
• High emotional intelligence, empathy, and a genuine passion for helping customers achieve their objectives.
• Valid U.S. driver’s license and reliable high‑speed internet connection with a dedicated workspace.

Preferred Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Experience in SaaS or technology sales, with a deep understanding of subscription‑based business models.
• Knowledge of customer success metrics such as Net Promoter Score (NPS) and Customer Lifetime Value (CLV).
• Multilingual capabilities, especially in Spanish or other widely spoken languages.
• Previous experience with remote collaboration tools (e.g., Slack, Zoom, Asana).

Core Skills & Competencies

• Consultative Selling: Ability to ask probing questions, actively listen, and recommend tailored solutions.
• Data‑Driven Decision Making: Comfortable analyzing sales metrics and using insights to refine strategies.
• Problem Solving: Quick to identify obstacles and devise effective, customer‑centric solutions.
• Time Management: Efficiently juggle multiple accounts and tasks while meeting deadlines.
• Team Collaboration: Works seamlessly with cross‑functional teams to align on goals and deliver results.
• Adaptability: Thrives in a dynamic environment, embracing change and continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve as rapidly as the market. When you join our team, you’ll gain access to:

• Structured onboarding that immerses you in our products, culture, and sales methodology.
• Monthly sales workshops led by industry experts, covering advanced techniques, objection handling, and negotiation.
• Quarterly leadership development programs that prepare high performers for managerial roles.
• Mentorship from senior sales leaders who provide guidance, feedback, and career advice.
• Annual performance reviews that set clear goals, recognize achievements, and outline next steps.
• Opportunities to transition into related roles such as Account Management, Product Marketing, or Sales Operations.
• Access to a curated library of online courses, certifications, and industry events to keep your skills sharp.

Work Environment & Culture

brighthush’s remote‑first culture is built on trust, transparency, and a shared commitment to excellence. We foster an environment where:

• Team members are encouraged to share ideas and challenge the status quo.
• Work‑life balance is respected, with flexible hours and a results‑oriented approach.
• Continuous learning is a priority, with access to online courses, certifications, and industry events.
• Recognition is celebrated through monthly shout‑outs, spot bonuses, and team celebrations.
• Diversity and inclusion are integral to our hiring, onboarding, and promotion processes.
• We maintain a culture of psychological safety, ensuring every voice is heard and valued.

Compensation & Benefits

While the exact figures may vary based on experience and performance, brighthush offers a competitive package that includes:

• Base salary commensurate with your experience and skill set.
• Commission structure that rewards top performers with a generous upside.
• Health, dental, and vision insurance plans for you and your dependents.
• 401(k) plan with company matching to help you build long‑term wealth.
• Paid time off (vacation, sick leave, and personal days) to recharge and maintain well‑being.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Professional development budget to support courses, certifications, and conferences.
• Employee assistance program (EAP) for confidential counseling and support.
• Access to a global network of peers and industry experts through brighthush community events.

How to Apply

If you’re ready to elevate your career, make a tangible impact, and join a team that values innovation and collaboration, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Senior Remote Customer Success & Upsell Specialist role.

Join brighthush Today – Where Your Voice Drives Success

At brighthush, we’re not just selling products; we’re building relationships that last a lifetime. Your expertise, enthusiasm, and commitment to excellence will help us continue to set industry standards and deliver unparalleled value to our clients. If you’re passionate about sales, customer success, and continuous growth, this is the place for you. Apply now and become a pivotal part of brighthush’s journey to redefine the future of customer engagement.