Seasoned Senior Customer Success Manager – Remote Cloud & SaaS Champion Driving Strategic Growth, Retention, and Customer Success at brighthush

Welcome to brighthush – Where Cloud Innovation Meets Customer Success

At brighthush, we’re redefining how enterprises connect, secure, and orchestrate their digital ecosystems. Since 2001, our cloud‑native platform has become the backbone for Fortune 500 companies, government agencies, and high‑growth startups worldwide. By weaving together disparate systems through API orchestration, identity management, and secure integration, we empower our customers to unlock the full value of their data, accelerate digital transformation, and maintain the highest standards of security and compliance.

Our mission is simple: deliver measurable business outcomes for our customers while driving sustainable growth for brighthush. To achieve this, we need a visionary Senior Customer Success Manager who can lead our most strategic, high‑value accounts and become a trusted advisor to enterprise clients across the Americas.

Why brighthush?

• Innovation at Scale – We’re at the forefront of cloud integration technology, continuously evolving our platform to meet the evolving needs of modern enterprises.
• Global Impact – Our solutions power critical operations for Fortune 500 companies, government agencies, and high‑growth startups worldwide.
• Culture of Excellence – We champion curiosity, collaboration, and continuous improvement in everything we do.
• Remote‑First Flexibility – Enjoy a fully remote work model with flexible hours that supports work‑life balance.
• Career Growth – We invest heavily in professional development, mentorship, and leadership pathways.

Key Responsibilities

As a Senior Customer Success Manager, you will own a portfolio of white‑glove, strategic accounts and guide them through the entire customer journey—from onboarding to expansion. Your impact will be measured by revenue growth, customer satisfaction, and the depth of your relationships.

• Customer Portfolio Leadership – Own a portfolio of high‑value accounts, ensuring a seamless experience from initial engagement to long‑term partnership.
• Revenue Growth & Retention – Drive Annual Recurring Revenue (ARR) growth by identifying upsell and cross‑sell opportunities while proactively mitigating churn and down‑sell risks.
• Adoption & Expansion Champion – Partner with customers to maximize utilization of brighthush solutions, co‑innovate on new use cases, and bring the right internal experts into conversations.
• Performance Measurement – Establish, monitor, and report on key metrics such as Net Revenue Retention, Net Contract Retention, and Customer Satisfaction (NPS).
• Strategic Planning & Execution – Develop comprehensive customer success plans, set clear objectives, and track progress against milestones.
• Best‑Practice Evangelist – Share insights and best practices with the broader Customer Success team to continuously improve processes and service quality.
• Cross‑Functional Collaboration – Act as the voice of the customer, feeding feedback to sales, product, engineering, marketing, and professional services to shape future roadmap and enable new sales opportunities.
• Documentation & Knowledge Management – Maintain accurate, up‑to‑date documentation of all customer interactions, decisions, and outcomes.
• Business Reviews & Executive Engagement – Host and lead quarterly business reviews (QBRs) with C‑suite stakeholders, presenting insights, value metrics, and growth plans.

Essential Qualifications

• Minimum of 7 years of direct Customer Success, Account Management, or Engagement Management experience in a technology or SaaS environment.
• At least 5 years of hands‑on experience with cloud‑native software, SaaS platforms, or integration solutions.
• Proven track record of driving ARR growth, achieving high Net Revenue Retention, and maintaining strong NPS scores.
• Strong analytical skills with the ability to translate data into actionable insights.
• Advanced proficiency in Salesforce, ServiceNow, Jira, Confluence, Power BI, and Microsoft Office/Teams.
• University degree in Business, Computer Science, Information Technology, or a related field (or equivalent professional experience).
• ITIL Foundations certification is highly preferred.

Preferred Qualifications

• Experience working with executive‑level stakeholders and influencing strategic decisions.
• Background in API management, integration, or identity & access management (IAM) solutions.
• Experience in a fast‑paced, high‑growth startup or scale‑up environment.
• Fluency in multiple languages (English plus at least one additional language) is a plus.
• Prior experience with global, distributed teams and remote collaboration tools.

Skills & Competencies for Success

• Strategic Thinking – Ability to see the big picture, anticipate customer needs, and align solutions with business objectives.
• Communication Excellence – Clear, concise, and persuasive written and verbal communication tailored to technical and non‑technical audiences.
• Relationship Building – Rapidly establish trust, credibility, and long‑term partnerships with customers and internal stakeholders.
• Problem‑Solving & Decision Making – Strong analytical mindset, with a data‑driven approach to diagnosing issues and recommending solutions.
• Project Management – Excellent organizational skills, ability to juggle multiple priorities, and deliver on deadlines.
• Adaptability & Resilience – Thrive in a dynamic environment, handle ambiguity, and remain focused under pressure.
• Customer‑First Mindset – Passion for delivering exceptional customer experiences and measurable value.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you will have a clear trajectory to leadership roles such as Customer Success Director or VP of Customer Success. You will also:

• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in executive‑level mentorship programs and industry conferences.
• Access continuous learning resources, including certifications, workshops, and internal knowledge hubs.
• Influence the future of cloud integration and API management on a global scale.
• Earn recognition through our peer‑to‑peer awards and quarterly excellence programs.

Work Environment & Culture at brighthush

Our culture is built on collaboration, innovation, and a relentless focus on customer success. Key highlights include:

• Fully remote work model with flexible hours to support work‑life balance.
• Inclusive, diverse, and global team that values different perspectives.
• Transparent communication channels and regular town‑hall meetings.
• Culture of experimentation, continuous improvement, and learning.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary commensurate with experience.
• Performance‑based bonuses tied to revenue growth and customer satisfaction metrics.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and paid holidays.
• Flexible work arrangements and remote‑first policy.
• Professional development budget and tuition reimbursement.
• Global culture perks such as virtual team‑building events, wellness programs, and access to a global network of peers.

How to Apply

If you are a customer‑centric, results‑driven professional ready to make a tangible impact on enterprise customers worldwide, we want to hear from you. Submit your application through our careers portal or send your resume and cover letter to [email protected]. Join brighthush and help shape the future of cloud integration and API management.