Senior Commercial Customer Success Manager – Digital Experience (DX) – Driving Global Adoption, Expansion, and Renewal Success for Enterprise Clients at brighthush

About brighthush

brighthush is a global technology pioneer that empowers teams to collaborate, innovate, and deliver high‑impact software solutions. With a portfolio that spans project management, agile development, and digital experience platforms, brighthush is redefining how businesses build, ship, and scale products. Our mission is simple: enable every organization to work smarter, faster, and more collaboratively. As we continue to grow, we’re looking for passionate, customer‑centric professionals to join our remote team and help shape the future of digital experience.

Why This Role Matters

In the fast‑moving world of digital transformation, customers need more than just a product—they need a partner who understands their business goals and can guide them to success. As a Senior Commercial Customer Success Manager – Digital Experience (DX), you will be the linchpin that connects our cutting‑edge technology with the real‑world impact our customers seek. You’ll own the entire customer lifecycle, from onboarding to renewal, ensuring that every interaction drives measurable business value.

Key Responsibilities

• Become a DX Product Expert – Deeply understand our digital experience platform, its capabilities, and how it can solve complex business challenges.
• Own the Full Customer Lifecycle – From initial implementation to ongoing adoption, program success, and renewal, you’ll be the primary advocate for each customer’s journey.
• Develop and Maintain Success Plans – Create tailored success roadmaps, track milestones, and document progress to keep stakeholders aligned.
• Drive Net Renewal and Expansion Targets – Accurately forecast renewals, monitor progress, and identify upsell opportunities to maximize revenue.
• Mitigate Renewal Risks – Proactively identify potential churn drivers, develop remediation plans, and secure a high renewal rate.
• Position DX as a Strategic Partner – Lead executive and C‑level discussions, demonstrating how DX insights can be embedded into clients’ workflows.
• Identify Growth Opportunities – Spot new use cases and expansion paths within accounts, collaborating with sales and product teams to close deals.
• Cross‑Functional Collaboration – Work closely with Sales, Product, Engineering, and Support to ensure a seamless customer experience.
• Track and Report Success Metrics – Use data to measure adoption, business impact, and identify areas for improvement.

Essential Qualifications

• 5+ years of experience in customer success, account management, or a related role within SaaS or digital experience platforms.
• Proven track record of managing end‑to‑end customer lifecycles, including onboarding, adoption, renewal, and expansion.
• Strong analytical mindset with the ability to interpret usage data, derive insights, and translate them into actionable plans.
• Excellent communication skills—capable of presenting to executives, writing clear documentation, and facilitating workshops.
• Experience working in a remote, distributed environment with a strong sense of self‑direction and accountability.
• Familiarity with CRM and customer success tools (e.g., Salesforce, Gainsight, HubSpot) and a willingness to learn new platforms.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience in the digital experience or enterprise software space, especially with product suites that integrate project management and collaboration.
• Background in consulting or strategy, with a focus on driving business outcomes through technology adoption.
• Knowledge of agile methodologies and how they intersect with product development and customer success.
• Prior exposure to working with executive stakeholders and leading C‑suite conversations.
• Experience with data‑driven customer success metrics and building dashboards for executive reporting.

Core Skills & Competencies

• Strategic Thinking – Ability to align technology solutions with long‑term business objectives.
• Relationship Building – Cultivate trust and rapport with customers at all levels.
• Problem Solving – Diagnose challenges quickly and propose effective, scalable solutions.
• Project Management – Coordinate cross‑functional initiatives and deliver on timelines.
• Data Literacy – Interpret usage analytics, financial metrics, and customer health scores.
• Adaptability – Thrive in a fast‑paced, evolving environment and pivot priorities as needed.
• Collaboration – Work seamlessly with Sales, Product, Engineering, and Support teams.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a two‑way street. As a Senior Commercial Customer Success Manager, you’ll have access to:

• Structured mentorship programs with senior leaders across the organization.
• Regular training on our product roadmap, industry trends, and emerging best practices.
• Opportunities to transition into specialized roles such as Customer Success Leadership, Product Management, or Sales Enablement.
• Participation in global conferences, webinars, and internal knowledge‑sharing sessions.
• Clear performance metrics that align with career advancement and compensation.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll experience:

• Flexible work hours that respect your personal rhythm while meeting client needs.
• A collaborative digital workspace powered by brighthush.
• Regular virtual town halls, hackathons, and team‑building activities.
• A culture that celebrates diversity, inclusion, and continuous learning.
• Access to a global network of peers and mentors across all functions.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for senior customer success professionals.
• Performance‑based bonuses tied to renewal and expansion metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Paid volunteer days and a corporate social responsibility program.
• Unlimited paid time off (PTO) and flexible holiday scheduling.
• Professional development stipend and access to online learning platforms.
• Home‑office stipend to help you set up a productive workspace.

How to Apply

If you’re ready to help customers unlock the full potential of digital experience, we’d love to hear from you. Submit your application through our careers portal and join a team that values innovation, impact, and collaboration.