Senior Customer Experience & Adoption Strategist – Global Client Retention & Expansion Lead Driving Sustainable Growth in a Cloud‑First SaaS Ecosystem at brighthush

About brighthush

In today’s hyper‑connected marketplace, digital transformation is no longer a luxury—it’s a prerequisite for survival. brighthush is at the vanguard of this shift, delivering a cloud‑first SaaS platform that turns intricate workflows into intuitive, data‑rich experiences. Our solutions empower teams across Fortune 500 enterprises, nimble startups, and public sector agencies to accelerate digital excellence, streamline operations, and unlock measurable business outcomes that resonate with their own customers. More than a technology provider, brighthush is a strategic partner that blends cutting‑edge tools with deep industry insight. Trusted by leaders in finance, healthcare, manufacturing, and education, our platform helps organizations transform, improve productivity, and generate new revenue streams—all while maintaining the highest standards of security and compliance.

Why brighthush is the Place to Grow Your Career

At brighthush, bold ideas are celebrated, continuous learning is embedded, and genuine collaboration is the norm. Our hybrid work model offers the flexibility to work from anywhere while fostering vibrant in‑office hubs where creativity thrives. We invest heavily in our people through mentorship, professional development programs, and a culture that rewards curiosity, resilience, and innovation. If you’re passionate about shaping the customer experience, accelerating SaaS adoption, and building long‑lasting relationships, brighthush provides the platform, resources, and recognition you need to make a real impact.

Role Overview

As the Senior Customer Experience & Adoption Strategist, you will spearhead the global strategy for client adoption, retention, and expansion across our entire SaaS portfolio. You will be the voice of the customer, translating their needs into actionable insights that influence product development, sales enablement, and service delivery. Your work will directly impact revenue growth, customer lifetime value, and the overall success of our ecosystem.

Key Responsibilities

1. Customer Success & Relationship Management

• Build, nurture, and scale profitable long‑term relationships with enterprise clients, identifying upsell and cross‑sell opportunities that align with their strategic goals.
• Serve as the client advocate, shaping the end‑to‑end experience and ensuring every touchpoint delivers clear, measurable value.
• Proactively monitor engagement through regular check‑ins, health scoring, and feedback loops, surfacing insights and mitigating risks before they impact satisfaction.
• Develop, document, and execute Customer Success Plans and Business Outcomes Plans that tie KPIs to client success and align with revenue targets.
• Lead Strategic Business Reviews, presenting data‑driven insights and actionable recommendations to C‑suite executives.
• Deliver monthly and quarterly health reports, highlighting risk factors, opportunities, and progress toward agreed outcomes.
• Onboard new clients by gathering intake information, setting expectations, and aligning internal resources for a seamless transition.
• Communicate with empathy, professionalism, and clarity across all channels, ensuring a consistent brand voice.

2. Adoption & Enablement

• Accelerate adoption of brighthush SaaS products through targeted enablement programs, usage training, and ongoing communication.
• Identify pain points, recommend process improvements, and align adoption strategies with business outcomes.
• Act as a point of escalation, partnering with engineering, product, and support teams to resolve subscription or usage issues swiftly.
• Design and deliver customized training modules that cater to different user personas and organizational roles.
• Measure adoption metrics and iterate on enablement content to continuously improve learning effectiveness.

3. Lifecycle Incentives (LCI) Program Management

• Own the end‑to‑end LCI program, tracking earning opportunities and ensuring no eligible milestones are missed.
• Analyze client subscriptions, adoption stages, and lifecycle milestones to identify incentive opportunities.
• Coordinate cross‑functional resources to drive adoption activities that unlock LCI eligibility.
• Track claim submissions, payments, and maintain accurate records and reporting.
• Collaborate with finance to reconcile incentive payouts and ensure compliance with internal policies.

4. brighthush CX Practice Development

• Establish and lead a new Customer Experience practice focused on driving adoption of brighthush collaborative tools.
• Define adoption methodology, enablement materials, and success metrics for the practice.
• Partner with clients to translate product capabilities into tangible business outcomes.
• Document, implement, and scale playbooks, processes, and best practices as demand grows.
• Champion continuous improvement by gathering feedback and refining the practice framework.

5. Feedback, Process & Practice Building

• Create and manage feedback mechanisms, including surveys and executive touchpoints, to ensure service quality.
• Collaborate with product leads on new releases, shaping go‑to‑market strategies and supporting processes.
• Work with leadership to expand and develop the Customer Experience team as the practice scales.
• Implement quality assurance checks to maintain high standards across all client interactions.

6. Cross‑Functional Collaboration & Culture

• Collaborate effectively with sales, engineering, project management, and executive teams, bringing empathy and calm leadership to every interaction.
• Attend cross‑departmental meetings to educate teams on CX offerings and share best practices.
• Participate in onsite and offsite events to promote brighthush’s Customer Experience vision.
• Embrace and reinforce brighthush culture by supporting colleagues and driving organizational excellence.
• Mentor junior team members, fostering a culture of continuous learning and professional growth.

Essential Qualifications

• Bachelor’s degree or equivalent professional experience (minimum 5 years).
• 3+ years of experience in technology‑based consulting or a customer‑facing role within a SaaS organization.
• Proven track record of building and nurturing client relationships, with a focus on retention and expansion.
• Strong communication, project management, and strategic analytical skills.
• Experience reporting to and partnering with senior‑level management.
• Exceptional client service orientation and ability to influence stakeholders at all levels.
• Working knowledge of the brighthush portfolio and collaborative tools.
• Demonstrated ability to develop and document playbooks, adoption processes, and continuous improvement initiatives.
• Proficiency in data analysis tools (e.g., Salesforce, Tableau, Power BI) and CRM platforms (e.g., Salesforce).

Preferred Qualifications

• Advanced degree or certifications in Customer Success Management (CSM) or related fields.
• Experience with SaaS subscription management and lifecycle incentive programs.
• Deep familiarity with collaborative platforms and cloud‑based solutions.
• Prior experience in a sales or annuity‑focused role, with a strong understanding of the customer lifecycle.
• Proficiency in data analysis tools and CRM platforms.
• Experience leading cross‑functional teams in a fast‑paced, global environment.

Skills & Competencies

• Strategic thinking and business acumen.
• Customer‑centric mindset with a passion for delivering measurable outcomes.
• Strong verbal and written communication skills.
• Project management and organizational excellence.
• Data‑driven decision making and analytical rigor.
• Collaboration across functional teams and ability to influence without authority.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Leadership and mentorship capabilities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. As a Senior Customer Experience & Adoption Strategist, you will:

• Lead cross‑functional initiatives that directly influence product strategy and market positioning.
• Mentor junior CX team members, fostering a culture of continuous learning and professional development.
• Participate in leadership development programs and industry conferences to broaden your expertise.
• Take ownership of new practice areas, scaling them into core business capabilities.
• Advance into Director or VP roles within Customer Experience, Product Management, or Client Success.
• Earn recognition through internal awards, speaking opportunities, and thought‑leadership contributions.

Work Environment & Culture

brighthush offers a hybrid work model that blends remote flexibility with collaborative in‑office hubs. Our culture is built on:

• Transparency and open communication.
• Recognition of individual and team achievements.
• Commitment to work‑life balance and mental well‑being.
• Inclusive hiring practices and a diverse workforce.
• Continuous investment in professional development and skill building.
• Community engagement and volunteer opportunities.

Compensation & Benefits

Competitive base salary ranging from $75,000 to $85,000 per year, commensurate with experience. In addition, you will receive:

• Performance‑based bonuses tied to client success metrics.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Equity or stock‑option opportunities for senior roles.
• Relocation assistance for qualified candidates.

Ready to Make an Impact?

If you are a strategic thinker, a relationship builder, and a champion of customer success, we invite you to bring your expertise to brighthush. Join us in shaping the future of technology adoption and delivering transformative outcomes for our clients. Apply today and become part of a team that values innovation, collaboration, and the relentless pursuit of excellence.

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