Strategic Remote Customer Success Manager – Enterprise Partnerships & Product Adoption Specialist

About brighthush

At brighthush, we’re redefining the way businesses harness technology to drive safety, efficiency, and innovation. Our mission is to empower organizations worldwide with cutting‑edge solutions that protect people, streamline operations, and unlock new possibilities. Whether you’re a small startup or a Fortune 500 enterprise, brighthush delivers the tools and expertise you need to stay ahead in a rapidly evolving digital landscape.

Why brighthush?

Working at brighthush means joining a culture that celebrates curiosity, collaboration, and continuous improvement. We’re a global team of engineers, designers, marketers, and customer success professionals who thrive on solving complex problems together. Our remote‑first environment gives you the flexibility to work from anywhere in the Western or Eastern U.S., while our strong emphasis on professional growth ensures you’ll always have opportunities to learn, lead, and innovate.

Role Overview

As a Strategic Remote Customer Success Manager at brighthush, you will be the trusted advisor for our largest, most strategic accounts. You’ll partner with clients to understand their business objectives, operational workflows, and technology needs, and you’ll translate those insights into actionable plans that drive adoption, satisfaction, and long‑term partnership. Your influence will extend beyond the client relationship—you’ll collaborate with product, engineering, marketing, and training teams to shape the future of brighthush’s platform and ensure it delivers maximum value to our customers.

Key Responsibilities

• Client Advocacy & Relationship Management – Serve as the primary point of contact for enterprise accounts, building deep, trust‑based relationships with C‑suite executives, product owners, and operational leaders.
• Strategic Success Planning – Develop and execute comprehensive success plans that align with each client’s business goals, including adoption roadmaps, KPI tracking, and ROI measurement.
• Adoption & Engagement Analytics – Monitor platform usage, identify adoption gaps, and recommend targeted interventions to maximize value and reduce churn.
• Escalation & Issue Resolution – Act as the quarterback for critical incidents, coordinating cross‑functional teams to resolve issues swiftly and keep stakeholders informed.
• Cross‑Functional Collaboration – Partner with product, engineering, marketing, and training teams to provide customer insights that shape product roadmaps, feature enhancements, and educational content.
• Thought Leadership & Training – Lead regular webinars, workshops, and on‑site training sessions to educate clients on best practices and new features.
• Data‑Driven Decision Making – Leverage analytics tools to track adoption metrics, customer health scores, and satisfaction surveys; present findings to senior leadership.
• Process Improvement – Identify and implement efficiencies in account management workflows, documentation, and reporting to increase scalability and consistency.
• Industry Insight & Knowledge Sharing – Stay current on industry trends, regulatory changes, and competitive landscape; share insights with clients and internal teams.
• Travel & On‑Site Engagement – Travel 30‑40% of the time to client sites, partner events, and internal conferences to strengthen relationships and gather firsthand feedback.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field, or equivalent professional experience.
• Minimum of 5 years in a customer‑facing role, with at least 2 years managing enterprise‑level accounts.
• Proven track record of driving product adoption and customer engagement in a SaaS or technology environment.
• Strong project management skills, including experience with ticketing systems, roadmap planning, and cross‑team coordination.
• Data‑driven mindset: ability to analyze usage metrics, create dashboards, and translate data into actionable insights.
• Exceptional communication and presentation skills, both verbal and written, with the ability to influence stakeholders at all levels.
• Self‑motivated, resilient, and able to thrive in high‑pressure, fast‑moving environments.
• Experience with customer success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) is a plus.

Preferred Qualifications

• Experience in the public safety, security, or emergency services sector.
• Background in consulting or implementation services.
• Knowledge of regulatory compliance frameworks relevant to enterprise technology deployments.
• Fluency in multiple languages or experience working with global teams.

Core Competencies & Skills

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush’s product vision.
• Customer‑Centric Mindset – Passion for delivering exceptional service and creating memorable experiences.
• Analytical Acumen – Strong quantitative skills to interpret data and drive decisions.
• Collaboration & Influence – Comfortable working with cross‑functional teams and influencing product direction.
• Adaptability – Quick to pivot in response to changing priorities or market dynamics.
• Leadership & Mentorship – Willingness to coach junior team members and share best practices.

Career Growth & Development at brighthush

At brighthush, your career path is as dynamic as the solutions we build. As a Customer Success Manager, you’ll have the opportunity to:

• Advance to senior or director roles within the Customer Success organization.
• Transition into Product Management, Consulting, or Enterprise Sales based on your interests.
• Lead cross‑functional initiatives that shape the future of our platform.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access a robust learning & development library, including certifications, workshops, and tuition reimbursement.

Work Environment & Culture

Our remote‑first model empowers you to work from anywhere in the Western or Eastern U.S., while still fostering a sense of community through:

• Monthly virtual town halls and quarterly all‑hands meetings.
• Regular virtual coffee chats and informal “watercooler” channels.
• Annual in‑person retreats and team‑building events.
• Inclusive Employee Resource Groups (ERGs) that celebrate diversity and belonging.
• Flexible work hours that respect work‑life balance.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity opportunities.
• 401(k) plan with employer match.
• Generous paid time off, including discretionary PTO and paid parental leave for all employees.
• Comprehensive medical, dental, and vision coverage.
• Wellness programs: virtual fitness classes, mental health resources, and employee assistance programs.
• Learning & development stipend and access to industry‑leading training platforms.
• Employee Resource Groups (ERGs) and community outreach initiatives.
• On‑site snack bars and healthy snack options in our remote hubs.

Ready to Join brighthush?

If you’re a proactive, customer‑obsessed professional who thrives on building lasting partnerships and driving measurable impact, we want to hear from you. Bring your expertise, curiosity, and passion for technology to brighthush, and help us shape the future of enterprise solutions.

Apply today and become part of a team that values innovation, collaboration, and the relentless pursuit of excellence.