Senior Strategic Remote Customer Success Manager – Driving ROI, Retention, and Expansion for Mid‑Market SaaS Portfolios at brighthush

About brighthush

brighthush is a trailblazing GovTech company that empowers local governments to build transparent, data‑driven budgets and foster civic engagement through cloud‑based Budget Cycle Management software. Since our founding in 2015, we have grown into a vibrant team of 201‑500 professionals who are passionate about simplifying public‑sector finance and delivering measurable impact for municipalities across North America. Our mission is simple: make budgeting easier, more accurate, and more accountable so that every community can thrive.

As a remote‑first organization, brighthush offers the freedom to work from anywhere in the United States while staying connected to a culture of collaboration, innovation, and continuous learning. We celebrate diversity, encourage curiosity, and reward results. If you’re a customer‑centric leader who thrives in a fast‑paced, evolving environment, brighthush is the place where your expertise will shape the future of public‑sector technology.

Why This Role Matters

In the world of public‑sector technology, the success of our customers directly translates into better governance, increased transparency, and stronger community trust. As the Senior Strategic Remote Customer Success Manager, you will be the linchpin that connects our cutting‑edge platform to the day‑to‑day operations of 100‑150 mid‑market government accounts. Your work will influence key metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and overall portfolio growth, while ensuring that each municipality realizes tangible ROI from our solution.

Key Responsibilities

• Account Health & Milestone Management: Lead monthly milestone meetings—including Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and Partnership Reviews—to keep stakeholders aligned and projects on track.
• Value Realization & Success Planning: Translate brighthush’s product capabilities into clear, measurable business outcomes. Shift conversations from product mechanics to ROI, and build comprehensive Success Plans for every account.
• Revenue & Retention Forecasting: Deliver data‑driven forecasts for renewals, downsell risks, and expansion opportunities. Collaborate with CS Ops and RevOps to refine Salesforce stage exit criteria, rate‑increase workflows, and maintain pipeline data integrity.
• Proactive Risk Management: Monitor account health signals to flag at‑risk accounts early. Design and execute structured risk mitigation plans that protect both Gross and Net Retention.
• Commercial Expansion Strategy: Apply commercial acumen to identify product limits, usage spikes, module additions, and feature gaps. Convert health signals into qualified expansion pipeline (SQLs) and achieve portfolio growth targets.
• Leadership & Reporting: Conduct quarterly Book of Business (BoB) readouts to CS Leadership, detailing account pulse, risk mitigation strategies, and pipeline growth. Provide monthly health tracking updates to keep the broader team informed.

Essential Qualifications

• 3–5 years of hands‑on experience in Customer Success, Account Management, or a client‑facing role within a B2B SaaS environment.
• Proven ability to manage 100+ accounts using structured, value‑driven frameworks, proactive risk mitigation, and process mapping.
• Strong proficiency in retention and growth forecasting, SaaS metrics (NRR/GRR), and pipeline management in Salesforce.
• Experience leveraging AI‑driven tools, automation, and productivity workflows to scale customer engagement while maintaining high‑touch quality.
• Solid grasp of integration protocols, common customer data pain points, and client ERP/reporting workflows.
• Working knowledge of Salesforce (SFDC) for pipeline/opportunity management and CS platforms (ChurnZero, Gong) for forecast and health tracking.
• Skilled in multithreading accounts, articulating competitive differentiation, and leading executive ROI discussions.
• Experience with GovTech or public‑sector customers is highly desirable.

Preferred Qualifications

• Thrives in ambiguous startup or post‑merger environments; comfortable navigating evolving organizational structures, fluid processes, and rapid operational changes.
• Demonstrated commercial acumen with a track record of identifying growth triggers, converting usage into qualified expansion pipeline, managing upsell cycles, executing rate increases, and scaling NRR.
• Experience managing large, complex portfolios with a focus on value delivery and customer advocacy.
• Strong communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
• Proactive problem‑solving mindset and a passion for continuous learning.

Skills & Competencies

• Ownership & Accountability: Take full ownership of your portfolio and follow through on commitments.
• Clear Communication: Articulate complex ideas simply and effectively.
• Problem Solving: Navigate challenges creatively and find sustainable solutions.
• Adaptability: Learn quickly and adjust to changing priorities.
• Team Orientation: Care about the team’s success as much as your own.
• Humor & Perspective: Bring a lighthearted approach to high‑pressure situations.

Career Growth & Learning

At brighthush, your professional development is a priority. You will have access to:

• Mentorship from senior leaders who have built successful SaaS organizations.
• Regular training on the latest GovTech trends, product updates, and industry best practices.
• Opportunities to lead cross‑functional initiatives, such as product roadmap input or customer advocacy programs.
• Clear career pathways to Senior Customer Success Manager, Director of Customer Success, or even VP of Customer Experience.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. We value:

• Remote flexibility: Work from anywhere in the U.S. with a flexible schedule that supports work‑life balance.
• Inclusive culture: Diverse teams, open communication, and a zero‑tolerance policy for bias.
• Innovation mindset: Encourage experimentation, data‑driven decision making, and continuous improvement.
• Community impact: Every project we deliver directly benefits public‑sector stakeholders and the communities they serve.

Compensation, Perks & Benefits

While specific figures vary based on experience, brighthush offers a competitive base salary that reflects the value of your expertise, complemented by a performance‑based bonus structure tied to NRR, GRR, and expansion metrics. In addition, we provide:

• Health, dental, and vision insurance with generous coverage options.
• 401(k) plan with company match to help you plan for the future.
• Unlimited paid time off and flexible work hours to support your well‑being.
• Professional development stipend for courses, certifications, and conferences.
• Annual company‑wide retreats and virtual team‑building events.
• Access to cutting‑edge tools and technology to streamline your workflow.

How to Apply

Ready to make a tangible impact on public‑sector budgeting and community trust? Submit your application through our careers portal or click the link below to start the process. We look forward to learning how your passion for customer success can help us elevate the next generation of government technology.