TITLE: Remote Customer Success jobs – Full‑Time Senior Success Manager (Remote) – $85K‑$115K base + bonus – North Las Vegas, Nevada – SaaS & B2B Account Success, Gainsight & Salesforce Expert --- #### Who we are At BrightPath Solutions, we help midsize B2B companies turn raw data into actionable insights. Over the past 18 months we’ve added three new product modules, doubled our ARR to $32 M, and expanded our client base from 200 to 480 accounts. Our headquarters sit in North Las Vegas, Nevada, but every team member works from wherever they’re most comfortable. We’re a group of engineers, marketers, and support folks who spend most of our day on Zoom, Slack, and a shared bolthires Workspace, not in a glass‑walled office. We’ve built a reputation for being blunt about numbers and generous with credit when someone does great work. Our Customer Success org is currently 15 people strong, reporting into a VP of Success who has been here for three years. The team runs a 24 × 7 rotation to cover customers across North America, EMEA, and APAC, with an average Net Promoter Score (NPS) of 68 and churn under 5 % for the past year. #### Why this role exists now Two weeks ago we launched PathPulse, a new analytics dashboard designed for product managers who need real‑time health indicators. Early adopters love the visualizations, but they’re also hitting three common friction points: onboarding speed, data‑integration quirks, and ongoing adoption. We need a senior Customer Success manager who can own the full customer lifecycle for these accounts, troubleshoot integration bugs, and coach product teams on making data‑driven decisions. In short, the role is born out of a sharp uptick in new logos that require hands‑on guidance, coupled with a strategic push to improve our expansion rate from 22 % to 30 % over the next 12 months. #### What you’ll actually do - Own the end‑to‑end journey for a portfolio of 30‑40 enterprise accounts (average contract value $150 K–$500 K). You’ll be the single point of contact for onboarding, quarterly business reviews, renewal negotiations, and upsell conversations. - Run data‑driven health checks using Gainsight and Totango dashboards. Identify at‑risk customers by monitoring usage trends, support ticket volume (via Zendesk), and product adoption scores. - Collaborate with product and engineering on integration issues. When a client’s data pipeline breaks, you’ll open a ticket in Jira, coordinate a fix, and keep the customer updated until resolution. - Coach customers on best practices through live workshops on Zoom, recorded walkthroughs in Loom, and a knowledge base hosted in Confluence. - Drive expansion by surfacing opportunities for additional modules, cross‑selling through HubSpot campaigns, and presenting ROI calculations using Mixpanel analytics. - Feed the voice of the customer back into the product roadmap. You’ll synthesize feedback in a weekly “Customer Pulse” deck for the product team, backed up with concrete usage metrics. #### A day in the life (sample) 8:00 am – Review your Gainsight health scorecard for the day; three accounts flag “low engagement.” 8:30 am – Jump on a 30‑minute Zoom kickoff with a new client’s product team, sharing a live demo of PathPulse and setting milestones for the next 60 days. 9:15 am – Open a Zendesk ticket for a client reporting missing data fields; assign it in Jira, add a comment, and copy the account manager on Slack. 10:00 am – Draft a quarterly business review (QBR) deck in PowerPoint, pulling usage graphs from Amplitude and NPS trends from SurveyMonkey. 11:30 am – Lunch break. 12:00 pm – Lead a 45‑minute “Adoption Lab” webinar for a group of 12 product managers, using Miro for interactive polling. 1:00 pm – Meet with the Sales Enablement lead to align on upcoming upsell targets, reviewing HubSpot lead scores and ARR projections. 2:00 pm – Conduct a 1:1 with a junior CSM, debriefing a recent renewal that slipped; give concrete feedback on objection handling. 3:00 pm – Send a personalized email to a top‑tier account, attaching a custom ROI calculator built in bolthires Sheets, and schedule a follow‑up call. 4:00 pm – Update the team board in Asana with progress on open tickets, tag the engineering liaison, and mark the “low engagement” alerts as “in progress.” 5:00 pm – Log the day’s activities in Salesforce, ensuring every touchpoint is recorded for the next shift. #### What success looks like - Retention: Keep churn under 4 % for your portfolio. - Expansion: Reach a net expansion rate of at least 28 % YoY. - NPS: Maintain a customer‑specific NPS of 70 + or improve it by 5 points in a quarter. - Time to value: Reduce onboarding time from 45 days to <30 days for new accounts. - Voice of the customer: Deliver at least three actionable product improvement suggestions per quarter, each backed by data. #### Who we’re looking for - Experience: 4–6 years in a customer‑success or account‑management role, preferably in SaaS B2B. You’ve handled enterpr