Enterprise Customer Success Manager – Strategic Account Growth & Adoption Leadership at brighthush

About brighthush

brighthush is an award‑winning provider of IT management software that empowers organizations to simplify complex IT environments, strengthen cybersecurity resilience, and lay the groundwork for enterprise‑wide AI initiatives. With a portfolio that spans data governance, platform modernization, and identity protection, brighthush serves more than 45,000 companies worldwide—including the majority of the Fortune 500. Our mission is to turn technology challenges into strategic advantages, and we achieve that by putting people first. From our global headquarters to our remote teams, brighthush cultivates a culture of curiosity, collaboration, and continuous learning.

Why This Role Matters

As an Enterprise Customer Success Manager at brighthush, you will be the trusted advisor who ensures our most strategic customers extract maximum value from their investments. You will own the end‑to‑end customer journey—from initial deployment through adoption, value realization, and renewal—while championing the brighthush brand promise of superior outcomes. Your success will be measured by customer satisfaction, product adoption, revenue retention, and the growth of long‑term partnerships.

Key Responsibilities

• Portfolio Ownership: Proactively manage a defined set of enterprise accounts, driving engagement, satisfaction, and renewal throughout the customer lifecycle.
• Strategic Relationship Building: Establish and nurture relationships with key stakeholders—including C‑level executives, business owners, and technical leads—through regular check‑ins and executive business reviews.
• Success Planning: Develop, document, and continuously refine strategic Success Plans that align with customer‑defined business outcomes and brighthush value milestones.
• Data‑Driven Advocacy: Monitor customer health metrics, usage analytics, and KPIs to demonstrate ROI, identify adoption gaps, and recommend optimization actions.
• Executive Business Reviews (EBRs): Lead quarterly EBRs in partnership with Account Management, presenting impact analyses, growth opportunities, and roadmap alignment.
• Cross‑Functional Collaboration: Partner with Sales, Support, Product, Professional Services, and Renewals teams to ensure seamless handoffs, coordinated messaging, and unified customer experience.
• Escalation Management: Act as the escalation point for high‑impact issues, coordinating internal resources to achieve rapid resolution and maintain trust.
• Revenue Growth Enablement: Identify and surface Customer Success Qualified Leads (CSQLs), support upsell and cross‑sell initiatives, and contribute to renewal contracting processes.
• Process Innovation: Contribute to scalable CSM programs, share best practices, and help refine internal processes to improve efficiency and customer outcomes.

Essential Qualifications

• Minimum 3 years of experience in a customer success role focused on driving adoption, retention, and expansion of enterprise‑grade software solutions.
• At least 3 years of experience managing platform or security solutions for large organizations, engaging both business owners and senior executives.
• Proven ability to create and execute detailed Success Plans, set measurable milestones, and keep initiatives on track.
• Exceptional communication skills—both written and verbal—with a talent for translating technical concepts into business value.
• Demonstrated success as a trusted advisor to senior leaders, influencing decision‑making and fostering long‑term partnerships.
• Strong organizational aptitude, with a track record of handling multiple escalations and competing priorities without compromising quality.
• Experience working remotely and independently, with a reliable home office setup in the Boston, MA area.

Preferred Qualifications & Nice‑to‑Have Skills

• Hands‑on experience with transformational Customer Success initiatives, especially migrations from on‑premise to SaaS models.
• Background in B2B software environments, preferably within data, security, or platform modernization domains.
• Proficiency with Customer Success platforms such as Gainsight or Totango, and CRM systems like Salesforce for health scoring, success planning, and engagement tracking.
• Familiarity with AI‑driven tools and prompting techniques that streamline workflow automation and insight generation.
• Understanding of recurring‑revenue sales models, renewal processes, and how organizations quantify value realization.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align technology outcomes with business objectives, and craft roadmaps that drive measurable results.
• Analytical Acumen: Comfort working with data dashboards, usage metrics, and health scores to surface insights and guide action plans.
• Relationship Management: Skilled at building rapport, influencing senior stakeholders, and navigating complex organizational structures.
• Problem Solving: Proactive in identifying risks, proposing solutions, and executing mitigation strategies.
• Collaboration: Works seamlessly across functional teams, championing a customer‑first mindset while respecting internal processes.
• Adaptability: Thrives in a fast‑changing environment, quickly learning new product features and translating them into customer value.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology you support. Successful Enterprise CSMs can progress to senior leadership roles such as Senior Customer Success Manager, Customer Success Team Lead, or Director of Enterprise Success. We invest heavily in professional development through:

• Access to industry‑leading learning platforms (LinkedIn Learning, Coursera, Pluralsight).
• Mentorship programs pairing you with senior executives and product experts.
• Leadership development tracks that prepare you for people‑management and strategic‑planning responsibilities.
• Opportunities to contribute to product roadmaps, beta programs, and customer advisory boards.

Work Environment & Culture at brighthush

brighthush embraces a flexible, remote‑first culture that values results over location. While this role is remote, you will be part of a vibrant Boston‑based community that participates in virtual coffee chats, quarterly in‑person meet‑ups, and cross‑regional hackathons. Our core cultural pillars include:

• Customer‑Obsessed Innovation: Every decision is filtered through the lens of delivering tangible value to our customers.
• Growth Mindset: We encourage curiosity, continuous learning, and the willingness to experiment.
• Inclusivity & Belonging: Employee Resource Groups, an Equality & Inclusion Council, and inclusive hiring practices ensure every voice is heard.
• Transparency & Trust: Open communication channels, regular town halls, and clear performance metrics keep everyone aligned.

Compensation, Perks & Benefits

brighthush offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary + Performance Bonus: Market‑aligned base pay complemented by annual incentive bonuses tied to individual and company performance.
• Equity Participation: Opportunity to earn stock options or RSUs, aligning your success with the company’s growth.
• Comprehensive Health Coverage: Medical, dental, vision, and mental‑health benefits for you and eligible dependents.
• Retirement Savings: 401(k) plan with company match to help you build long‑term financial security.
• Generous Time Off: Paid vacation, sick days, and holidays, plus additional “wellness days” to recharge.
• Remote Work Stipend: Support for home‑office equipment, high‑speed internet, and ergonomic accessories.
• Learning & Development Budget: Annual allocation for certifications, conferences, and coursework.
• Employee Assistance Programs: Confidential counseling, legal resources, and financial planning services.

How to Apply

If you are passionate about driving enterprise success, love solving complex technology challenges, and thrive in a collaborative, remote‑first environment, we want to hear from you. Submit your application through the official brighthush careers portal. Please ensure your resume highlights relevant enterprise CSM experience, success metrics, and any exposure to SaaS transformation projects.

Our Commitment to Equality

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender identity, sexual orientation, age, disability, veteran status, or any other characteristic protected by law. Discrimination, harassment, or bias of any kind will not be tolerated.

Join the brighthush Team

Ready to make an impact at a company that is shaping the future of enterprise IT and AI readiness? Take the next step in your career and become a catalyst for success at brighthush. Apply today and start a journey where your expertise drives real business outcomes, your growth is supported, and your contributions are celebrated.