Senior Technical Customer Success Manager – Remote – Champion Customer Success, Drive Product Adoption & Revenue Growth at brighthush

About brighthush

brighthush is a forward‑thinking technology company that empowers businesses worldwide with cutting‑edge SaaS solutions. Our platform transforms the way organizations manage their digital workflows, delivering unparalleled flexibility, scalability, and insight. With a global customer base spanning startups, mid‑market enterprises, and Fortune 500 firms, we are on a mission to make complex processes simple and to help our clients unlock their full potential.

At brighthush, we believe that technology is only as good as the people who use it. That’s why we invest heavily in our people, fostering a culture of continuous learning, collaboration, and innovation. Our remote‑first environment gives you the freedom to work from anywhere while staying connected to a vibrant community of experts who are passionate about solving real‑world problems.

Why This Role Matters

As a Senior Technical Customer Success Manager, you will be the bridge between our customers and our product teams. You’ll own the end‑to‑end customer journey, ensuring that every user not only adopts our platform but also achieves measurable business outcomes. Your expertise will directly influence customer satisfaction scores, renewal rates, and the overall health of our customer base.

Key Responsibilities

• Build & nurture long‑term relationships – Develop deep, trust‑based partnerships with key stakeholders across multiple industries, understanding their unique challenges and objectives.
• Serve as the primary customer advocate – Act as the single point of contact for all technical and strategic inquiries, guiding customers to success and ensuring they derive maximum value from our platform.
• Lead onboarding & adoption – Design and execute onboarding programs that accelerate time‑to‑value, including training sessions, documentation, and hands‑on workshops.
• Product expertise & education – Master the full feature set of our SaaS platform, translating complex technical concepts into clear, actionable insights for customers.
• Advocate for customers internally – Capture and prioritize customer feedback, feature requests, and pain points, collaborating with product, engineering, and marketing teams to shape the roadmap.
• Drive upsell & renewal opportunities – Analyze usage data and business metrics to identify expansion opportunities, crafting tailored proposals that align with customer goals.
• Resolve escalations efficiently – Own the resolution of high‑impact issues, coordinating cross‑functional resources to deliver timely, satisfactory outcomes.
• Continuous improvement – Collect, analyze, and report on customer health metrics, using insights to refine processes, content, and support strategies.

Essential Qualifications

• 8+ years of progressive experience in customer success, technical support, or account management within SaaS or technology companies.
• Proven track record of driving customer satisfaction (CSAT), Net Promoter Score (NPS), and renewal rates in a high‑growth environment.
• Deep familiarity with CRM platforms (e.g., brighthush, brighthush), customer success tools (e.g., brighthush, brighthush), and analytics dashboards.
• Strong technical acumen – comfortable troubleshooting API integrations, data pipelines, and cloud infrastructure.
• Exceptional communication skills, both written and verbal, with the ability to translate technical jargon into business value.
• Leadership experience – mentored junior team members, led cross‑functional initiatives, and influenced product strategy.
• Data‑driven mindset – adept at interpreting usage metrics, churn indicators, and ROI calculations.

Preferred Qualifications

• Experience in mobile app development or web development ecosystems, enabling you to speak fluently with engineering teams.
• Background in data science or analytics, with proficiency in SQL, Python, or R for data extraction and reporting.
• Certifications in customer success (CSM, CSPO) or project management (PMP, ScrumMaster).
• Fluency in multiple languages, enhancing support for our global clientele.
• Previous experience in a startup or high‑velocity growth company, demonstrating adaptability and resilience.

Core Skills & Competencies

• Customer‑centric mindset – Always prioritizing the customer’s success and delight.
• Strategic thinking – Aligning customer goals with product capabilities to create win‑win outcomes.
• Problem‑solving & troubleshooting – Quickly diagnosing issues and crafting effective solutions.
• Influence & negotiation – Persuading stakeholders across the organization to adopt customer‑driven initiatives.
• Collaboration & teamwork – Working seamlessly with sales, product, engineering, and marketing.
• Adaptability & resilience – Thriving in a fast‑changing, remote‑first environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, workshops, and training courses.
• Clear promotion paths – from Senior Customer Success Manager to Director of Customer Success, and beyond.
• Cross‑functional projects that broaden your skill set and expose you to new business domains.
• Regular performance reviews that focus on growth, skill development, and career aspirations.

Work Environment & Company Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that respect your personal life and peak productivity times.
• Weekly virtual coffee chats and monthly all‑hands meetings to keep the team connected.
• A collaborative knowledge base where ideas are shared freely across teams.
• Inclusive hiring practices that celebrate diversity and foster belonging.
• Regular hackathons and innovation challenges that let you experiment and bring fresh ideas to the table.

Compensation & Perks

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

• Base salary commensurate with market standards for senior customer success roles.
• Performance‑based bonuses tied to customer health metrics and renewal targets.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off (PTO) and a generous parental leave policy.
• Annual stipend for home office equipment and high‑speed internet.
• Wellness programs, including virtual fitness classes, mental health resources, and mindfulness sessions.

Ready to Join brighthush?

If you are a seasoned technical customer success professional who thrives on building lasting relationships, driving product adoption, and turning customer insights into actionable strategy, we want to hear from you. This is your chance to shape the future of a rapidly growing SaaS company while enjoying the flexibility of a remote role.

Apply today and become a pivotal part of brighthush’s mission to empower businesses worldwide with technology that works for them.