Principal Customer Success Manager – Enterprise Strategy & Growth Leadership for High‑Impact SaaS Solutions
About brighthush
brighthush is a trailblazing SaaS company that empowers businesses worldwide to unlock the full potential of their customer experience. With a cutting‑edge platform that blends data analytics, AI‑driven insights, and intuitive workflow automation, we help organizations transform raw customer feedback into actionable strategies that drive loyalty, retention, and revenue growth. Our mission is simple: to make every customer interaction a catalyst for success. As we expand our footprint across North America, Europe, and Asia, we’re looking for visionary leaders who can elevate our customer relationships to new heights. If you thrive in a fast‑moving, data‑centric environment and are passionate about turning insights into measurable business outcomes, brighthush is the place for you.
Why Join brighthush?
At brighthush, we believe that the customer experience is the heart of every business. That belief shapes our culture, our product, and our people. Here’s what you can expect when you become part of our team:
- Impact‑Driven Work: Your strategic guidance will directly influence the success of our most valuable enterprise accounts, shaping the future of the industry.
- Collaborative Environment: Work alongside product, engineering, marketing, and support teams to champion the voice of the customer and drive continuous improvement.
- Growth & Development: We invest heavily in professional growth—through mentorship, leadership training, and access to industry conferences.
- Inclusive Culture: Diversity, equity, and inclusion are not buzzwords for us—they’re the foundation of our decision‑making and innovation.
- Competitive Compensation: A base salary range of $90,000–$130,000, complemented by performance bonuses, equity, and a comprehensive benefits package.
- Flexibility: Fully remote work with a flexible schedule that respects your work‑life balance.
Key Responsibilities
As Principal Customer Success Manager, you will be the linchpin between brighthush’s platform and our enterprise customers. Your role blends strategic leadership with hands‑on execution, ensuring that each account not only stays satisfied but also grows in value over time.
- Portfolio Ownership: Lead a portfolio of high‑value enterprise customers, driving retention, satisfaction, and expansion.
- Executive Advocacy: Build and nurture C‑suite relationships, becoming the trusted advisor who translates business goals into platform capabilities.
- Quarterly Business Reviews (QBRs): Own the agenda, data, and narrative for QBRs, showcasing ROI, adoption metrics, and roadmap alignment.
- Adoption & Success Enablement: Partner with customers to align their objectives with product features, ensuring seamless adoption and measurable outcomes.
- Expansion & Upsell: Identify whitespace opportunities, craft expansion strategies, and close upsell deals that increase customer lifetime value.
- Thought Leadership: Contribute to whitepapers, case studies, and best‑practice guides that position brighthush as an industry authority.
- Internal Champion: Serve as the voice of the customer across product, marketing, and support, influencing roadmap and service improvements.
- Team Mentorship: Coach junior CSMs, fostering a culture of excellence, knowledge sharing, and continuous improvement.
- Data‑Driven Insight: Analyze usage data, churn signals, and satisfaction scores to proactively mitigate risk and uncover growth opportunities.
- Travel & Representation: Represent brighthush at client visits, industry events, and trade shows across the United States and Canada as needed.
Essential Qualifications
To thrive in this senior, high‑impact role, you should bring a blend of strategic vision, consultative expertise, and a proven track record in SaaS customer success.
- 7+ years of experience in Customer Success, Account Management, or Strategic Consulting within B2B SaaS.
- Demonstrated ability to manage large, complex accounts and deliver measurable business outcomes (e.g., NRR, GRR, churn reduction).
- Strong consultative selling skills with a polished executive presence.
- Proficiency in CRM and CS tools such as Salesforce, HubSpot, Gainsight, Catalyst, or ChurnZero.
- Deep understanding of SaaS metrics (NRR, GRR, adoption, churn, NPS, etc.) and how to leverage them for strategic decision‑making.
- Experience influencing senior stakeholders and cross‑functional teams.
- Excellent communication, presentation, and storytelling skills.
- High emotional intelligence, strong judgment, and a proactive, resourceful mindset.
- Background in professional services, CX/EX, or vertical SaaS is a plus.
- Experience mentoring or coaching team members.
- Familiarity with product‑led growth (PLG) environments.
- Creative, flexible problem‑solving approach and a sense of humor.
Preferred Qualifications
While not mandatory, the following experiences will set you apart:
- Track record of leading successful expansion programs that increased ARR by 20%+.
- Experience working in a high‑growth startup or scale‑up environment.
- Knowledge of advanced analytics or data science techniques applied to customer success.
- Experience with customer journey mapping and design thinking.
- Multilingual capabilities or experience working with international accounts.
Skills & Competencies
The ideal candidate will possess a blend of hard and soft skills that enable them to excel in a dynamic, customer‑centric organization.
- Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
- Relationship Management: Building trust with C‑suite executives and internal stakeholders alike.
- Data Literacy: Comfortable interpreting complex data sets to drive decisions.
- Influence & Negotiation: Persuading stakeholders to adopt new initiatives and invest in growth.
- Project Management: Managing multiple initiatives simultaneously while meeting deadlines.
- Collaboration: Working cross‑functionally with product, engineering, marketing, and support.
- Adaptability: Thriving in a fast‑paced, evolving SaaS environment.
- Customer‑First Mindset: Prioritizing the customer’s success above all else.
Career Growth & Learning Opportunities
At brighthush, we view career progression as a partnership. As Principal Customer Success Manager, you will:
- Lead high‑visibility initiatives that shape the future of our platform.
- Mentor and develop junior CSMs, building a high‑performance team.
- Collaborate with product leadership to influence roadmap decisions.
- Participate in executive‑level strategy sessions and industry panels.
- Access to leadership development programs, mentorship circles, and industry conferences.
- Potential pathway to Director or VP of Customer Success, or cross‑functional roles in Product or Strategy.
Work Environment & Culture
brighthush is built on a foundation of transparency, collaboration, and continuous learning. Our remote-first culture means you’ll work with a diverse, globally distributed team that values flexibility and results. We celebrate successes with spontaneous virtual happy hours, quarterly hackathons, and a generous “make a client’s day” budget that empowers employees to go above and beyond for our customers.
We are deeply committed to diversity, equity, and inclusion. Every team member is encouraged to bring their authentic self to work, and we actively seek to create an environment where all voices are heard and valued. Our hiring philosophy is inclusive: if you’re excited about the role but don’t tick every box, we still want to hear from you. Your unique perspective could be exactly what we need to drive innovation forward.
Compensation & Benefits
While the base salary for this role ranges from $90,000 to $130,000 annually, the total compensation package includes:
- Performance‑based bonuses tied to retention, expansion, and customer satisfaction metrics.
- Equity options that align your success with the company’s growth.
- Health, dental, and vision insurance for you and your dependents.
- 401(k) plan with company match.
- Unlimited paid time off and flexible work hours.
- Professional development stipend for courses, certifications, and conferences.
- Wellness programs, including mental health resources and virtual fitness classes.
How to Apply
Ready to take the next step in your career and help shape the future of customer success at brighthush? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We’re excited to learn how your experience and passion align with our mission to deliver world‑class service and measurable business outcomes for our customers.