Principal Customer Success Manager – Enterprise SaaS Solutions, Strategic Growth & Advocacy Leadership

Welcome to the Agentic Commerce Era at brighthush

At brighthush, we are on a mission to empower businesses of every size to innovate, grow, and thrive within an open, AI‑driven commerce ecosystem. As the parent organization of industry‑leading platforms, we connect the tools and systems that power growth, unlocking the full potential of data, delivering seamless and personalized experiences across every channel, and enabling rapid adaptation to an ever‑changing market. We believe in harnessing AI responsibly to create new possibilities, and we seek bold builders, sharp thinkers, and technical trailblazers who use technology intentionally to solve problems, accelerate outcomes, and expand what’s possible.

Why Join brighthush?

Joining brighthush means becoming part of a forward‑thinking community that values curiosity, collaboration, and continuous learning. Our culture celebrates diverse perspectives, encourages experimentation, and rewards impact. Whether you’re working from a home office, a co‑working hub in Austin, Atlanta, or London, you’ll have the flexibility to thrive while still enjoying the occasional in‑person connection that fuels creativity and camaraderie.

Role Overview – Principal Customer Success Manager (Enterprise)

As a senior individual contributor, the Principal Customer Success Manager – Enterprise owns a portfolio of high‑growth, strategic enterprise accounts across brighthush’s multi‑product ecommerce platform. You will be accountable for adoption, retention, renewal, expansion, and advocacy, partnering directly with C‑level and executive stakeholders to define success goals, manage escalations, and deliver measurable business outcomes. Your work will shape long‑term customer champions and generate reference‑able success stories that fuel brighthush’s market leadership.

Key Responsibilities

• Account Ownership & Success Planning
  • Own strategic enterprise accounts with full responsibility for renewals, net revenue retention (NRR), expansion, and referenceability.
  • Develop and execute detailed success plans that include clear objectives, key performance indicators (KPIs), and quantifiable ROI.
  • Drive product adoption and deep engagement across multiple brighthush product lines and platform functionalities.
  • Lead executive business and roadmap reviews, tracking progress against success plans and ensuring customer objectives are met.
• Retention, Risk & Escalation Management
  • Proactively identify churn risk signals and implement mitigation strategies to sustain high retention and renewal rates.
  • Own escalation processes, resolving critical issues swiftly to preserve trust and satisfaction.
  • Lead commercial conversations, including contract negotiations and management of commercial terms throughout the customer lifecycle.
  • Provide accurate forecasts for renewals, churn risk, upsell, and cross‑sell opportunities, reporting insights to senior leadership.
• Growth & Advocacy
  • Collaborate with Sales and Account Management to uncover expansion and upsell opportunities aligned with strategic growth objectives.
  • Build and nurture customer champions, develop advocacy programs, and secure referenceable accounts for case studies and marketing initiatives.
• Cross‑Functional Collaboration & Leadership
  • Serve as the voice of the customer, influencing product roadmap, platform functionality, and go‑to‑market strategy.
  • Partner with Product, Sales, Account Management, and other teams to scale processes, drive retention, and maximize growth.
  • Mentor and share best practices with fellow Customer Success Managers, elevating enterprise success standards across the organization.
• Data‑Driven Decision Making & Documentation
  • Apply a data‑centric approach to success planning, risk mitigation, and identification of expansion opportunities.
  • Maintain meticulous account documentation, usage insights, and engagement history to inform strategy and cross‑functional collaboration.
  • Meet and exceed assigned OKRs and KPIs that align with brighthush’s broader business goals.

Essential Qualifications

• 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS‑focused roles.
• Demonstrated track record of driving adoption, retention, renewals, and expansion within complex, high‑growth accounts.
• Strong executive presence with the ability to influence senior and C‑level stakeholders and navigate intricate organizational structures.
• Data‑driven mindset; comfortable building success plans, tracking metrics, and using analytics to guide decisions.
• Commercial acumen focused on Net Revenue Retention (NRR) and churn reduction, with a proven ability to forecast accurately.
• Experience leading contractual and commercial negotiations, managing terms throughout the customer lifecycle.
• Exceptional interpersonal, influencing, and communication skills, including confidence in leading strategic business reviews.
• Deep, hands‑on knowledge of brighthush’s product suite, enabling strategic consultation at all organizational levels.
• Bias for action, results orientation, and the ability to juggle competing priorities in a fast‑paced environment.
• Highly organized, systems‑oriented, and decisive.

Preferred Qualifications & Nice‑to‑Haves

• Experience with AI‑driven commerce platforms or similar multi‑product ecosystems.
• Background in building customer advocacy programs, referenceable case studies, or public‑facing success stories.
• Familiarity with remote‑first work environments and virtual collaboration tools.
• Professional certifications in Customer Success (e.g., SuccessHACKER, Gainsight) or related fields.

Core Skills & Competencies

• Strategic Thinking: Ability to translate high‑level business objectives into actionable success plans.
• Analytical Rigor: Proficiency with data analysis tools, CRM systems, and reporting dashboards.
• Communication Excellence: Clear, persuasive storytelling for both technical and non‑technical audiences.
• Negotiation Mastery: Skilled at navigating complex commercial discussions and contract terms.
• Collaboration: Strong cross‑functional partnership skills, fostering alignment across product, sales, and engineering.
• Customer‑Centric Mindset: Deep empathy for customer challenges and a relentless focus on delivering value.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Principal Customer Success Manager, you will:

• Gain exposure to the full suite of brighthush’s AI‑enabled commerce products, deepening technical expertise.
• Lead high‑visibility initiatives that directly influence product roadmap and go‑to‑market strategy.
• Access a robust learning ecosystem, including mentorship programs, leadership workshops, and industry conferences.
• Potentially transition into senior leadership roles such as Director of Customer Success, Head of Enterprise Services, or VP of Customer Experience.

Compensation, Perks & Benefits

Base Salary Range: $120,381 – $203,585 (national range, adjusted for experience, location, and internal equity).

In addition to a competitive base salary, you may be eligible for:

• Performance‑based variable compensation (bonuses, commissions).
• Equity awards that align your success with brighthush’s growth.
• Comprehensive health, dental, and vision plans.
• Generous paid time off, parental leave, and flexible holiday policies.
• Professional development stipend for certifications, courses, or conferences.
• Remote‑first work model with optional collaborative workspaces in Austin, Atlanta, and London.
• Wellness programs, employee assistance resources, and a robust employee resource group (ERG) network.

Work Environment & Culture at brighthush

Our remote‑first philosophy empowers you to design your ideal workday, whether that means deep focus time at home or collaborative sessions in one of our vibrant hubs. brighthush champions:

• Inclusivity & Belonging: A culture where every voice is heard, and diverse perspectives drive innovation.
• Transparency: Open communication about company goals, performance metrics, and compensation.
• Innovation: Encouragement to experiment with AI, data, and emerging technologies.
• Community Impact: Opportunities to give back through volunteer programs and social responsibility initiatives.

Commitment to Equity & Accessibility

brighthush is an equal‑opportunity employer. We celebrate the unique histories, perspectives, and abilities of every employee. If you require accommodations at any stage of the recruitment process, please let us know—we will work with you to meet your needs.

Application Process & Security

To protect candidates and the company from fraudulent activity, our interview process includes government ID and biometric verification via a trusted identity verification provider. All information is handled securely and in compliance with applicable privacy laws.

Take the Next Step

If you are a strategic, data‑driven leader with a passion for turning enterprise customers into lifelong advocates, we invite you to join brighthush and shape the future of commerce. Apply today and become part of a team that is redefining what’s possible in the digital economy.