Strategic Customer Success Manager – Remote – Championing Customer Satisfaction, Retention, and Product Adoption for brighthush

About brighthush

brighthush is a trailblazing technology powerhouse headquartered in the United States, dedicated to delivering cutting‑edge solutions that empower businesses to thrive in a digital world. With a portfolio that spans cloud infrastructure, AI‑driven analytics, and next‑generation SaaS platforms, brighthush has earned a reputation for innovation, reliability, and customer‑centric excellence. Our mission is simple: to help our clients unlock their full potential by providing the tools, support, and insights they need to succeed.

Why Join brighthush?

At brighthush, we believe that our people are our greatest asset. We foster a culture of collaboration, continuous learning, and bold experimentation. As a remote‑first organization, we empower our teams to work from anywhere while staying connected through a robust digital ecosystem. If you’re passionate about building lasting relationships, driving measurable impact, and growing alongside a forward‑thinking company, brighthush is the place for you.

Position Overview

We are seeking an experienced Strategic Customer Success Manager to join our dynamic Customer Success team. In this fully remote role, you will serve as the primary advocate for our enterprise customers, ensuring they achieve their business objectives through the effective adoption of brighthush’s products and services. You will partner closely with Sales, Product, and Support to create a seamless, end‑to‑end customer journey that maximizes satisfaction, retention, and revenue growth.

Key Responsibilities

• Customer Relationship Management: Build and nurture strategic relationships with key stakeholders across multiple organizations, becoming the trusted advisor for their digital transformation initiatives.
• Account Growth & Retention: Develop and execute account plans that drive upsell, cross‑sell, and renewal opportunities, ensuring a high renewal rate and a strong net‑new pipeline.
• Product Adoption & Enablement: Champion the adoption of brighthush’s solutions by guiding customers through onboarding, training, and best‑practice implementation.
• Customer Advocacy: Capture and communicate customer feedback, pain points, and success stories to internal teams, influencing product roadmap and service enhancements.
• Data‑Driven Insights: Leverage analytics tools to monitor usage patterns, health metrics, and satisfaction scores, providing actionable insights to stakeholders.
• Cross‑Functional Collaboration: Work closely with Sales, Marketing, Product, and Support to align on customer priorities, resolve escalations, and deliver a unified experience.
• Forecasting & Reporting: Accurately forecast renewals, expansion revenue, and churn risk, and present findings to senior leadership.
• Continuous Improvement: Identify process gaps and recommend improvements to enhance the customer success workflow and overall efficiency.

Essential Qualifications

• Minimum of 3 years of experience in a Customer Success, Account Management, or Enterprise Relationship Management role, preferably within the technology or SaaS industry.
• Proven track record of managing enterprise accounts and driving measurable outcomes such as retention, expansion, and customer satisfaction.
• Exceptional communication and presentation skills, with the ability to articulate complex concepts to both technical and non‑technical audiences.
• Strong analytical mindset, comfortable working with data to derive insights and inform strategy.
• Self‑motivated, proactive, and able to thrive in a remote, fast‑paced environment.
• Proficiency with CRM platforms (e.g., Salesforce), customer success tools (e.g., Gainsight, Totango), and collaboration suites (e.g., Slack, Microsoft Teams).
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.

Preferred Qualifications

• Experience working with large, complex enterprise customers in the financial services, healthcare, or manufacturing sectors.
• Knowledge of cloud technologies, API integrations, and data analytics platforms.
• Experience leading customer success initiatives across multiple regions or time zones.
• Certified Customer Success Manager (CCSM) or similar credential.

Core Competencies & Skills

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Relationship Building: Skilled at establishing trust and rapport with C‑suite executives and technical leads.
• Problem Solving: Adept at diagnosing issues, identifying root causes, and crafting effective solutions.
• Project Management: Comfortable managing multiple initiatives simultaneously while meeting deadlines.
• Data Literacy: Proficient in interpreting dashboards, KPIs, and usage metrics to drive decisions.
• Collaboration: Works seamlessly with cross‑functional teams to deliver a cohesive customer experience.
• Adaptability: Thrives in a dynamic environment, quickly adjusting to new priorities and market changes.

Career Growth & Learning Opportunities

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

• Structured mentorship programs with senior leaders across the organization.
• Regular training sessions on product updates, industry trends, and soft‑skill development.
• Opportunities to lead cross‑functional projects, enhancing your leadership portfolio.
• Clear career pathways within Customer Success, Product Management, and Sales Enablement.
• Annual conference attendance and certification sponsorships.

Work Environment & Culture

brighthush embraces a culture of transparency, inclusivity, and innovation. Our remote teams collaborate through a suite of digital tools that foster real‑time communication and knowledge sharing. We celebrate achievements with virtual town halls, hackathons, and recognition programs. Diversity and inclusion are woven into every aspect of our operations, ensuring that every voice is heard and valued.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market standards for senior Customer Success roles.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity options, allowing you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Flexible spending accounts (FSA) and health savings accounts (HSA) to support your well‑being.
• Generous paid time off, parental leave, and a flexible work schedule.
• Remote work stipend for home office setup and internet expenses.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you are a strategic thinker with a passion for customer success and a proven ability to drive growth, we invite you to join brighthush. Submit your resume and a cover letter outlining your experience and why you’re the ideal fit for this role. We look forward to exploring how your expertise can help shape the future of our customers and our company.

Join brighthush – Where Innovation Meets Impact

At brighthush, we’re not just building products; we’re building relationships that transform businesses. As a Strategic Customer Success Manager, you will be at the forefront of this mission, ensuring our customers not only achieve but exceed their goals. If you’re ready to make a tangible difference, apply today and become part of a team that values excellence, collaboration, and continuous growth.