Strategic Customer Success Manager – Enterprise Growth & Adoption Champion (Remote) at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers organizations worldwide to streamline their strategic response processes. With a mission to transform how teams collaborate, share, and act on critical information, brighthush delivers a cloud‑based platform that accelerates decision‑making, reduces risk, and drives measurable business outcomes. Founded in 2016, brighthush has grown to a vibrant community of 501‑1000 employees, headquartered in Frisco, Texas, and serving clients across a diverse range of industries—from finance and healthcare to government and technology.

Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We celebrate innovation, embrace diversity, and foster an environment where every team member can thrive, learn, and make a real impact. As a remote‑first organization, we empower our people to work from anywhere while staying connected through cutting‑edge collaboration tools, regular virtual town halls, and a strong sense of belonging.

Why Join brighthush?

• Be part of a high‑growth SaaS company that is redefining the response‑management landscape.
• Work remotely from the CST/EST time zones, with flexible hours that respect your work‑life balance.
• Collaborate with cross‑functional teams—Product, Engineering, Sales, Marketing, and Support—to shape the future of our platform.
• Enjoy a comprehensive benefits package that includes 401(k) matching, unlimited professional development, paid vacation, a sabbatical after five years, and a robust mental wellness program.
• Receive a competitive salary, performance bonuses, and equity opportunities that reward your contributions.

Role Overview

As the Strategic Customer Success Manager at brighthush, you will be the trusted advisor to our most valuable enterprise customers. You will own the entire customer lifecycle—from onboarding to renewal—ensuring that each client achieves maximum value from our platform, experiences minimal churn, and discovers new opportunities for growth. Your strategic mindset, data‑driven approach, and passion for customer advocacy will help us maintain our reputation as the industry leader in response‑management solutions.

Key Responsibilities

• Customer Relationship Stewardship – Maintain consistent, consultative interactions with brighthush customers via email, phone, video calls, and in‑person meetings (when appropriate). Understand their business objectives, usage patterns, successes, and challenges.
• Churn Reduction & Loyalty Building – Proactively identify at‑risk accounts and implement retention strategies that build long‑term trust and loyalty.
• Adoption & Engagement Analytics – Leverage the customer success platform (e.g., Gainsight) to monitor adoption metrics, track usage, and maintain a single source of truth for all customer data.
• Renewal & Expansion Leadership – Own the renewal process, negotiate agreements, and identify upsell and cross‑sell opportunities that align with the customer’s evolving needs.
• Customer Satisfaction & Voice of the Customer – Drive overall satisfaction through surveys, advisory board meetings, and direct conversations. Translate feedback into actionable insights for product and service improvement.
• Engagement Plan Optimization – Collaborate with Sales, Product, and Support to design and execute tailored engagement plans that maximize platform value.
• Revenue Growth Initiatives – Identify and pursue additional revenue‑generating opportunities, including professional services, training, and custom integrations.
• Training & Enablement – Plan and deliver ongoing training webinars, workshops, and documentation that empower customers to become power users.
• Kick‑off & Onboarding – Facilitate kick‑off meetings, set expectations, and guide customers through the onboarding journey.
• Strategic Consultancy – Provide strategic guidance to customers’ administrative staff, helping them align the platform with their core use cases.
• Sales Collaboration – Partner with the sales team to surface new opportunities and support the sales pipeline with customer insights.
• Team Development – Mentor and onboard new Customer Success Managers, sharing best practices and fostering a culture of continuous improvement.
• Resource Creation – Build and maintain a library of resources—playbooks, case studies, FAQs—that enhance the customer experience.
• Other Duties – Execute additional responsibilities as assigned to support the broader Customer Success organization.

Essential Qualifications

• Minimum of 5 years of experience in Customer Success, Account Management, or a customer‑facing role within a SaaS environment.
• Proven track record managing enterprise or complex multi‑stakeholder accounts.
• Self‑starter with a history of driving customer success, adoption, and value realization in technology‑centric organizations.
• Exceptional multitasking, prioritization, and scaling skills—capable of managing a high‑volume portfolio while delivering personalized service.
• Passion for customer success and a relentless drive to deliver tangible value.
• Data‑driven mindset with a commitment to reporting on usage, adoption, support tickets, testimonials, and product feedback.
• Strong presentation, verbal, and written communication skills—able to articulate complex concepts to both technical and non‑technical audiences.
• Adaptable, collaborative team player with excellent interpersonal skills.
• Experience with customer analytics platforms (e.g., Gainsight, ChurnZero) is highly desirable.
• Proficiency in Salesforce and/or Gainsight is a plus.
• Associate or Bachelor’s degree preferred Apply for this job