Senior Strategic Global Customer Success Manager – Accelerating Account Growth, Retention, and Expansion for brighthush’s Remote Talent Platform

About brighthush

brighthush is redefining the future of work by turning the conventional office into a vibrant, global talent marketplace. Founded in the heart of Silicon Valley and backed by leading venture capital, we have evolved from a niche startup into a worldwide network of over 1,000 remote professionals—sales development reps, virtual assistants, software engineers, and creative specialists—all connected through a single, AI‑powered platform. Our mission is simple yet transformative: deliver measurable ROI to SMBs by pairing them with the best remote talent and providing a strategic partnership that fuels growth, efficiency, and innovation.

As a fully remote‑first organization, brighthush thrives on flexibility, data‑driven decision making, and a culture of continuous learning. We believe that the success of our clients is the success of our people, which is why we invest heavily in professional development, mentorship, and a collaborative work environment that transcends borders.

Why This Role Exists

Customer success is the engine that powers brighthush’s growth. While many companies treat it as a reactive support function, at brighthush it is a proactive, revenue‑driving discipline. As a Strategic Global Customer Success Manager, you will own the entire customer lifecycle—from onboarding to renewal—ensuring that every client not only stays but expands. Your work will directly influence brighthush’s gross and net revenue retention, making you a key contributor to our business’s long‑term success.

Key Responsibilities

Strategic Account Management & Revenue Growth (40%)

• Own a portfolio of high‑value accounts, segmented by size, health, and growth potential, and prioritize engagement ruthlessly.
• Maintain 90%+ gross revenue retention and drive 110%+ net revenue retention (NRR) through proactive expansion identification and closure.
• Navigate renewals 60–90 days before expiration, addressing concerns and negotiating terms before they become problems.
• Facilitate comprehensive Quarterly Business Reviews (QBRs) for enterprise and growth accounts, delivering data‑driven insights and actionable recommendations.
• Build and maintain a robust account health scorecard in brighthush, ensuring all touchpoints are logged and renewal risks are mitigated.
• Collaborate with Sales and Finance to forecast revenue impact of upsell and cross‑sell opportunities.
• Champion the adoption of new platform features that align with client objectives, driving higher utilization and satisfaction.

Customer Onboarding & Enablement (25%)

• Execute brighthush’s 30‑60‑90‑day onboarding framework for every new client, conducting kickoff calls within 24–48 hours of signing.
• Develop tailored success plans with clear milestones and success criteria aligned to each client’s business objectives.
• Introduce clients to their remote workers and actively facilitate early relationship building, ensuring a smooth transition and high engagement.
• Collaborate with Sales, Product, and Support teams to align onboarding activities with client expectations and internal capabilities.
• Provide ongoing training sessions and knowledge transfer workshops to client teams, ensuring they can fully leverage the platform.
• Track onboarding metrics such as time‑to‑value, adoption rates, and early churn indicators to continuously refine the process.

Relationship Management & Communication (20%)

• Build trusted advisor relationships with C‑suite executives, founders, and senior decision‑makers across client organizations.
• Multi‑thread across client organizations to reduce churn risk from champion departure.
• Own escalations end‑to‑end—intake through resolution—coordinating cross‑functional teams to deliver results.
• Serve as the primary point of contact for all strategic discussions, ensuring clear, concise, and timely communication.
• Act as a liaison between the client and internal product teams, feeding back feature requests and pain points.
• Maintain a proactive communication cadence, including weekly check‑ins, monthly business reviews, and quarterly strategy sessions.

Data, Reporting & Process Improvement (15%)

• Analyze usage data and behavioral patterns to predict churn risk and identify expansion opportunities.
• Prepare monthly portfolio health reports tracking retention rate, NRR, CSAT, NPS, and QBR completion.
• Document playbooks, identify process inefficiencies, and share learnings with the broader CSM team.
• Champion continuous improvement initiatives that enhance the customer journey and internal workflows.
• Develop dashboards and automated alerts to keep stakeholders informed of key metrics in real time.
• Lead post‑implementation reviews to capture lessons learned and drive future success.

Essential Qualifications

• 3–5 years of B2B customer success or account management experience, managing a portfolio of accounts simultaneously.
• Direct ownership of revenue retention and expansion targets, with proven success from onboarding through renewal.
• Experience working with U.S. clients—understanding of U.S. business culture, SMB challenges, and executive communication norms.
• Proficiency in brighthush (or expert‑level Salesforce experience with transferable skills) for daily pipeline and health tracking.
• Advanced Excel/Google Sheets skills—pivot tables, VLOOKUP/INDEX MATCH, dashboards, trend analysis.
• Strong English proficiency, both written and spoken, at a level sufficient for daily C‑level and Director‑level client conversations.
• Demonstrated ability to manage multiple high‑priority projects simultaneously while maintaining attention to detail.
• Experience with remote workforce management tools and best practices is a plus.

Preferred Qualifications

• Experience in a high‑growth SaaS or tech‑enabled outsourcing company.
• Background in data analytics or business intelligence.
• Familiarity with remote workforce management tools and best practices.
• Previous experience working in a fully remote, global team.
• Knowledge of U.S. payroll, benefits, and compliance for remote workers.
• Certifications in Customer Success Management (CSM), Project Management (PMP), or related fields.

Skills & Competencies

• Strategic Relationship Builder – Ability to cultivate long‑term partnerships with senior stakeholders.
• Proactive Problem Solver – Anticipate challenges and devise solutions before they impact the client.
• Data‑Driven Thinker – Leverage metrics and analytics to inform decisions and demonstrate value.
• Ownership Mentality – Take full responsibility for account outcomes and drive results.
• Resilient & Adaptable – Thrive in a fast‑paced, evolving environment with shifting priorities.
• Cross‑Functional Influencer – Collaborate effectively with Sales, Product, Support, and Finance teams.
• Excellent Communication – Articulate complex ideas clearly to both technical and non‑technical audiences.
• Strategic Visionary – Translate client goals into actionable roadmaps that align with business objectives.

Career Growth & Learning Opportunities

• Clear progression path: CSM (0–12 months) → Senior CSM (12–24 months) → Team Lead / CS Manager (24–36 months) → CS Director (3+ years).
• brighthush promotes from within—top performers move into leadership, enterprise account management, and CS strategy roles.
• Access to paid training, certifications, and industry conferences to keep your skills sharp.
• Mentorship from senior leaders and a collaborative community of peers across the globe.
• Opportunity to shape the future of customer success at a rapidly scaling company.
• Regular internal workshops on emerging trends in remote work, AI, and customer experience.

Work Environment & Company Culture

At brighthush, we celebrate diversity, inclusion, and a growth mindset. Our remote‑first culture means you can work from anywhere in the world while aligning with U.S. business hours (9:00 AM–8:00 PM ET). We value autonomy, but also foster a sense of community through virtual town halls, team‑building events, and regular cross‑team knowledge‑sharing sessions.

Our culture is built on four pillars: Innovation, Collaboration, Accountability, and Well‑Being. We encourage experimentation, reward bold ideas, and hold ourselves to the highest standards of integrity and transparency.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, brighthush offers a competitive base salary paired with a performance‑based bonus structure that rewards revenue growth and client satisfaction. In addition, we provide:

• Comprehensive health, dental, and vision coverage for you and your dependents.
• Flexible paid time off and a generous holiday calendar.
• Unlimited learning budget for courses, certifications, and conferences.
• Equity participation to share in the company’s long‑term success.
• Monthly wellness stipend and access to virtual fitness classes.
• State‑of‑the‑art remote work equipment and a stipend for home office setup.
• Annual company retreat to foster in‑person collaboration and team bonding.
• Access to a global network of remote professionals for knowledge exchange and peer support.

How to Apply

If you are a strategic thinker, data‑driven problem solver, and relationship builder ready to make a tangible impact on a fast‑growing remote‑work platform, we want to hear from you. Join brighthush and help shape the future of remote talent solutions while advancing your own career in a supportive, innovative, and globally connected environment.

Ready to take the next step? Submit your application through our careers portal and let’s explore how you can contribute to brighthush’s success story.