Strategic Remote Customer Success Manager – Enterprise SaaS, Retention & Growth Champion for brighthush

About brighthush and the Opportunity

brighthush is a global leader in cloud‑based service management solutions, empowering field‑service, maintenance, and repair businesses to operate with unprecedented efficiency and insight. With a heritage that dates back to 1984, brighthush has evolved from a niche software provider into a full‑stack platform that integrates scheduling, dispatch, invoicing, and analytics into a single, intuitive experience. Our mission is simple: help service businesses thrive by turning data into action and people into partners.

We’re looking for a visionary Remote Customer Success Manager who thrives on building lasting relationships, driving measurable ROI, and turning customers into advocates. If you’re passionate about enterprise SaaS, excel at executive engagement, and love turning complex data into clear, actionable strategies, brighthush wants you on our team.

Why Join brighthush?

• Impact at Scale – Work with a portfolio of high‑value accounts that shape the future of field‑service technology.
• Remote‑First Culture – Work from anywhere in the U.S. (30+ states) or 7 countries, with flexible hours that respect your work‑life balance.
• Growth & Development – Access to a library of soft‑skill and technical training, peer‑nominated programs, and strong internal mobility pathways.
• Competitive Compensation & Perks – Comprehensive medical & dental, 401(k) match, paid holidays, generous PTO, parental bonding leave, 24/7 Teladoc and EAP support, and more.
• Community & Culture – Participate in volunteer opportunities, regional discounts, and occasional visits to our historic HQ at the Bell Works complex in Holmdel, NJ.

Key Responsibilities

As a Remote Customer Success Manager at brighthush, you will be the strategic partner for our enterprise and mid‑market customers. Your day‑to‑day activities will revolve around the following core pillars:

• Value Realization & Success Planning – Lead collaborative, data‑driven planning sessions to craft personalized success roadmaps. Define and track quarterly KPIs that demonstrate ROI and align with each client’s business objectives.
• Portfolio Retention & Account Health – Monitor health metrics, surface renewal risks early, and design mitigation plans that keep churn low and satisfaction high.
• Growth & Opportunity Identification – Identify upsell and cross‑sell opportunities, qualify leads (CSQLs), and hand them over to the sales team to fuel revenue growth.
• Executive Engagement & Governance – Own Executive Business Reviews (EBRs) and Business Outcome Reviews. Present data, validate ROI, discuss strategic initiatives, and influence product roadmap discussions.
• Cross‑Functional Triad Alignment – Partner with Account Managers and Renewal Managers to align on strategic account plans, contract terms, whitespace expansion, and renewal negotiations.
• Process & Tooling Adoption – Champion the use of CS enablement platforms (Planhat, Gainsight), risk protocols, and AI‑driven workflows. Continuously refine processes to increase efficiency and customer satisfaction.

Essential Qualifications

• 2–3 years of experience managing enterprise or mid‑market customer portfolios in B2B SaaS, preferably within complex ERP ecosystems such as SAP, NetSuite, Salesforce, Microsoft Dynamics, or specialized field‑service platforms.
• Proven track record of driving retention, adoption, and growth—quantifiable results that demonstrate your impact.
• Strong executive presence: comfortable presenting to C‑suite and VP‑level stakeholders during EBRs.
• Data‑driven mindset: ability to define, track, and present business KPIs and outcomes that resonate with business leaders.
• Tech‑savvy: adept at adopting modern CS platforms (Planhat, Gainsight), enablement frameworks, and AI workflows.

Preferred Qualifications

• Experience in the service‑management or field‑service industry, understanding the unique challenges of mobile operations.
• Background in consulting or strategy roles, where you’ve built and executed long‑term success plans.
• Fluency in data visualization tools (Tableau, Power BI) and CRM systems.
• Strong project management skills, with a knack for coordinating cross‑functional initiatives.
• Multilingual abilities, especially in Spanish or French, to serve a diverse customer base.

Skills & Competencies

• Customer‑Centric Mindset – Deep empathy for client pain points and a relentless drive to solve them.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Communication & Storytelling – Translate complex data into compelling narratives for executives.
• Collaboration & Influence – Work seamlessly with sales, product, and support teams to align on customer success.
• Analytical Rigor – Use data to uncover insights, forecast trends, and recommend actions.
• Adaptability & Resilience – Thrive in a fast‑moving, remote environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as dynamic as the solutions we build. As a Remote Customer Success Manager, you will:

• Progress to senior roles such as Director of Customer Success or VP of Customer Experience within 2–3 years.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Mentor junior CS team members, building a high‑performing squad that sets industry standards.
• Participate in global CS conferences, workshops, and hackathons to stay ahead of emerging trends.
• Access to a curated library of soft‑skill and technical courses—everything from advanced data analytics to executive communication.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to customer success. Key cultural pillars include:

• Remote‑First Flexibility – Work from any location, with a flexible schedule that respects your personal commitments.
• Inclusive Leadership – Diverse teams, inclusive decision‑making, and a zero‑tolerance policy for bias.
• Continuous Feedback – Regular 1:1s, pulse surveys, and open forums keep everyone aligned.
• Innovation Labs – Experiment with new tools, AI models, and process improvements in a low‑risk environment.
• Community Engagement – Volunteer days, charity partnerships, and sustainability initiatives that give back to the communities we serve.

Compensation & Benefits (General Overview)

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior CS roles.
• Performance‑based bonuses tied to retention, expansion, and customer satisfaction metrics.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) policy, subject to role and business needs.
• Paid parental bonding leave and flexible family‑support benefits.
• 24/7 Teladoc virtual care and EAP support for mental and financial wellness.
• Access to regional discounts, partner offers, and a generous employee referral program.

How to Apply

Ready to make a tangible impact on the success of enterprise customers and grow your career in a forward‑thinking, remote‑first environment? Click the link below to submit your application and join the brighthush family.

Apply to this Remote Customer Success Manager role at brighthush

Final Thoughts

At brighthush, we’re not just building software—we’re building relationships that transform businesses. If you’re a strategic thinker with a passion for customer success, a knack for data‑driven storytelling, and a desire to work in a culture that values flexibility, innovation, and impact, we invite you to apply. Join us and help shape the future of field‑service technology while advancing your own career to new heights.