Customer Success Manager – Mid‑Market EMEA (UK) – Strategic Growth & Transformation Lead at brighthush
About brighthush
brighthush is a trailblazing SaaS powerhouse that empowers engineering leaders to build high‑performing, productive teams worldwide. With a data‑driven platform that captures millions of insights daily, we help organizations—from global tech giants to dynamic startups—unlock the full potential of their engineering workflows. Our mission is simple yet profound: unleash the power of every team through open, collaborative software.
Why brighthush?
At brighthush, we believe that the best results come from a culture of curiosity, ownership, and relentless improvement. We’re not just a product; we’re a partner that walks with our customers through every stage of their journey—from initial implementation to sustained growth and renewal. Our team is built on transparency, continuous learning, and a shared commitment to delivering measurable impact.
Position Overview
As a Customer Success Manager – Mid‑Market EMEA (UK), you will be the strategic advocate for our mid‑market customers across the European, Middle Eastern, and African regions. You will own the entire customer lifecycle, ensuring that each client not only adopts our platform but also realizes tangible business outcomes. Your role will be pivotal in driving product utilization, aligning with business objectives, and securing high renewal rates.
Key Responsibilities
- Become a product and industry expert, translating technical capabilities into clear business value for engineering leaders.
- Own the full customer lifecycle: onboarding, adoption, expansion, and renewal.
- Develop and maintain a comprehensive Customer Success Plan for each account, tracking milestones, success metrics, and risk indicators.
- Collaborate with cross‑functional teams—Sales, Product, Engineering, and Marketing—to surface insights, prioritize feature requests, and drive product enhancements.
- Conduct executive‑level engagements, including C‑suite workshops and strategy sessions, to align our platform with customers’ long‑term goals.
- Identify upsell and cross‑sell opportunities by uncovering new use cases and demonstrating ROI.
- Forecast renewals accurately, monitor renewal pipelines, and proactively address potential churn risks.
- Track and report on key account metrics (NPS, adoption rates, usage depth, expansion revenue) to internal stakeholders.
- Champion a culture of continuous improvement by gathering customer feedback, driving product adoption initiatives, and iterating on success processes.
Essential Qualifications
- 3–5 years of Customer Success management experience, preferably in a high‑growth SaaS environment.
- Proven track record of managing mid‑market or enterprise accounts and driving successful renewals.
- Strong analytical mindset with the ability to interpret data, identify trends, and translate insights into actionable plans.
- Excellent communication and presentation skills—comfortable speaking with technical leaders (VP Engineering, CTO, CIO) and business stakeholders alike.
- Self‑motivated, detail‑oriented, and able to thrive in a fast‑paced, ambiguous environment.
- Experience working with technical audiences and a deep understanding of engineering workflows.
- Fluency in English; additional European languages are a plus.
- Based in the UK, with the ability to travel within EMEA as needed.
Preferred Qualifications
- Experience in a startup or high‑growth scale‑up setting.
- Background in product management or engineering, providing a deeper technical perspective.
- Knowledge of DevOps, CI/CD, and modern software delivery practices.
- Prior exposure to the mid‑market EMEA landscape and its unique regulatory and cultural nuances.
Skills & Competencies
- Strategic Thinking & Execution
- Customer Advocacy & Relationship Building
- Data‑Driven Decision Making
- Project Management & Process Optimization
- Influence & Negotiation
- Technical Fluency & Rapid Learning
- Collaboration Across Functions
- Resilience & Adaptability
Career Growth & Learning Opportunities
At brighthush, your professional development is a priority. You’ll have access to:
- Mentorship from senior leaders and industry experts.
- Regular training on product updates, emerging technologies, and customer success best practices.
- Opportunities to lead cross‑functional initiatives, such as product launches or customer advocacy programs.
- A clear path to senior Customer Success roles, including Director or VP of Customer Success, based on performance and impact.
Work Environment & Culture
Our culture is built on the principles of ownership, transparency, and continuous improvement. We operate with a flexible hybrid model, allowing you to work from home, the office, or a combination that best supports your work‑life balance. At brighthush, you’ll find:
- A collaborative, cross‑functional team that values diverse perspectives.
- Open communication channels—weekly all‑hands, monthly town halls, and real‑time Slack communities.
- Regular hackathons and innovation days where you can experiment with new ideas.
- Commitment to mental and physical well‑being, with resources such as wellness programs, mental health support, and paid volunteer days.
Compensation & Benefits
While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:
- Base salary aligned with market benchmarks for mid‑market Customer Success Managers in the UK.
- Performance‑based bonus tied to renewal rates, expansion revenue, and customer satisfaction metrics.
- Equity options to share in the company’s long‑term success.
- Comprehensive health and dental insurance, including mental health coverage.
- Flexible paid time off, parental leave, and paid volunteer days.
- Professional development stipend and access to industry conferences.
- Wellness initiatives such as gym memberships, meditation apps, and ergonomic office equipment.
Why Join brighthush?
When you join brighthush, you become part of a mission‑driven team that is reshaping how engineering teams collaborate and deliver value. You’ll work alongside passionate professionals who are eager to innovate, share knowledge, and celebrate successes together. Your impact will be visible—from the first onboarding call to the final renewal meeting—and you’ll see the tangible difference you make in our customers’ growth trajectories.
Ready to Make an Impact?
If you are a proactive, data‑savvy, customer‑centric professional who thrives in a dynamic, high‑growth environment, we want to hear from you. Bring your expertise, curiosity, and passion for engineering excellence to brighthush and help us empower teams worldwide to achieve more.