Strategic Customer Success Manager – Enterprise Retention, Adoption & Growth (Remote – Eastern Time)

About brighthush

At brighthush, we are redefining the way businesses connect with their customers through innovative, subscription‑based software solutions that empower organizations to streamline operations, enhance transparency, and drive sustainable growth. Our platform is trusted by a diverse range of enterprises—from fast‑growing startups to Fortune‑500 leaders—who rely on us to turn data into actionable insight and to create lasting value for their end‑users. As a remote‑first organization headquartered in the United States, brighthush embraces flexibility, collaboration, and a culture of continuous learning. We are proud to be an inclusive workplace where every voice matters, and where ambitious professionals can thrive while shaping the future of customer success.

Why This Role Matters

The Customer Success Manager (CSM) is the cornerstone of brighthush’s commitment to delivering measurable outcomes for our clients. You will own a strategic portfolio of accounts, championing retention, product adoption, and long‑term partnership. By serving as the trusted advisor and day‑to‑day point of contact, you will ensure that each client extracts maximum value from brighthush’s solutions, ultimately driving renewal success and expanding our footprint within key accounts.

Position Overview

Reporting to the Customer Success Director, you will collaborate closely with cross‑functional teams—including Sales, Support, Product, and Revenue Operations—to identify risk, celebrate wins, and orchestrate seamless experiences throughout the entire customer lifecycle. Your analytical mindset, relationship‑building expertise, and proactive approach will be essential in turning data‑driven insights into actionable strategies that safeguard revenue and accelerate growth.

Key Responsibilities

Account Relationship Management

• Serve as the primary, trusted point of contact for a defined portfolio of enterprise client accounts.
• Develop deep, strategic relationships with C‑level executives, procurement leaders, and key stakeholders to understand business objectives and align brighthush solutions accordingly.
• Craft and execute comprehensive account and success plans that outline milestones, adoption targets, and value‑realization metrics.
• Facilitate regular check‑ins, quarterly business reviews (QBRs), and executive briefings to discuss performance, adoption trends, and roadmap alignment.

Retention & Renewal Support

• Own retention outcomes for assigned accounts, partnering with the Retention Team to design renewal timing, pricing structures, and contractual terms that reflect client value.
• Leverage health scoring models and proactive monitoring to flag at‑risk accounts early, escalating concerns to leadership with clear action plans.
• Coordinate renewal execution, ensuring all documentation, pricing approvals, and contractual details are accurate, compliant, and delivered on schedule.
• Address client concerns swiftly, escalating complex issues to appropriate internal teams while maintaining transparent communication with the client.

Adoption & Value Realization

• Guide clients through onboarding, training, and ongoing platform usage to accelerate time‑to‑value.
• Analyze usage data, engagement trends, and adoption metrics to identify gaps, recommend best practices, and uncover expansion opportunities.
• Educate clients on new features, product updates, and industry best practices that align with their strategic goals.
• Collect and synthesize client feedback, delivering actionable insights to Product and Engineering teams to influence roadmap decisions.

Cross‑Functional Collaboration

• Partner with Sales to ensure smooth handoffs, identify upsell/cross‑sell opportunities, and align on account strategies.
• Work closely with Support to resolve escalated service issues and guarantee a seamless client experience.
• Collaborate with Product Management to relay market insights, feature requests, and systemic challenges observed across the portfolio.
• Provide Revenue Operations with accurate health scores, forecasting inputs, and renewal pipeline visibility.

Process & Reporting

• Maintain meticulous account records, activity logs, and health scores within Salesforce CRM.
• Track, analyze, and report on key retention, adoption, and satisfaction metrics for each account.
• Continuously refine customer success processes, contributing feedback to improve workflows, playbooks, and automation tools.

Essential Qualifications

• 3+ years of experience in customer success, account management, or a client‑facing role within a SaaS or subscription‑based environment.
• Proven track record of managing a diverse portfolio of enterprise accounts and delivering measurable retention and adoption outcomes.
• Exceptional relationship‑building and communication skills, with the ability to influence senior stakeholders.
• Strong analytical abilities; comfortable interpreting data, health scores, and usage analytics to drive proactive interventions.
• Highly organized, detail‑oriented, and capable of juggling competing priorities in a fast‑paced remote setting.
• Hands‑on experience with Salesforce CRM (or comparable platforms) for account tracking, reporting, and pipeline management.

Preferred Qualifications & Additional Skills

• Experience with customer success platforms such as Gainsight, Totango, or ChurnZero.
• Background in B2B enterprise software, especially in supply‑chain, logistics, or data‑analytics domains.
• Certification in Customer Success Management (e.g., SuccessHACKER, Gainsight Certified).
• Demonstrated ability to lead virtual workshops, webinars, and executive briefings.
• Familiarity with data visualization tools (Tableau, Power BI) to present adoption insights.

Core Competencies for Success

• Strategic Thinking: Ability to see the big picture, align client goals with brighthush’s roadmap, and craft long‑term success plans.
• Empathy & Active Listening: Understanding client pain points and translating them into actionable solutions.
• Problem Solving: Quickly diagnosing issues, proposing remedies, and navigating complex organizational structures.
• Data‑Driven Decision Making: Leveraging metrics to prioritize actions, forecast renewals, and demonstrate ROI.
• Collaboration: Working fluidly across Sales, Support, Product, and Operations to deliver a unified client experience.
• Adaptability: Thriving in a remote, dynamic environment while maintaining high performance and morale.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Success Manager, you will have access to:

• Mentorship from senior leaders in the Customer Success organization.
• Quarterly training programs on advanced account strategy, data analytics, and executive communication.
• Opportunities to transition into Senior CSM, Customer Success Team Lead, or Customer Success Director roles.
• Cross‑departmental projects that broaden exposure to product development, go‑to‑market strategy, and revenue operations.
• Industry conferences, webinars, and certifications fully funded by brighthush.

Work Environment & Culture at brighthush

We are a remote‑first company that values flexibility, autonomy, and a results‑oriented mindset. Our culture is built on:

• Inclusivity: A diverse workforce where every perspective is respected and celebrated.
• Transparency: Open communication channels, regular town halls, and clear visibility into company goals.
• Innovation: Encouragement to experiment, share ideas, and contribute to product evolution.
• Well‑Being: Comprehensive mental‑health resources, flexible work hours, and a supportive leadership team.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, successful candidates can expect a competitive salary package that reflects market standards for senior customer success roles, complemented by:

• Performance‑based bonuses tied to retention, adoption, and expansion metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and holidays.
• Home office stipend and technology allowance.
• Professional development budget for certifications, courses, and conferences.
• Employee assistance program (EAP) and wellness initiatives.

How to Apply

If you are passionate about driving customer success, love turning data into strategic action, and thrive in a collaborative remote environment, we want to hear from you. Submit your resume, a cover letter highlighting your most relevant achievements, and any supporting materials through the link below.

Apply to This Role at brighthush

Equal Employment Opportunity Statement

brighthush provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

If you require reasonable accommodation in completing this application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Human Resources Department at [email protected].