Senior Customer Experience Manager – Strategic Relationship Builder & Technical Success Lead – Champion Adoption, Satisfaction, and Growth for brighthush

About brighthush and the Opportunity

brighthush is a pioneering force in the cloud and hyper‑converged infrastructure arena, empowering enterprises worldwide to simplify complex IT landscapes, accelerate digital transformation, and unlock measurable business value. With a relentless focus on innovation, brighthush has rapidly expanded across Europe, establishing a reputation for delivering high‑performance, scalable solutions that drive operational excellence.

We are on the cusp of a new growth phase and are looking for a seasoned Senior Customer Experience Manager to lead the charge in shaping how we engage with mid‑senior level stakeholders. If you thrive in a fast‑paced, collaborative environment and possess a passion for blending deep technical expertise with relationship‑building, this role offers the perfect platform to make a lasting impact.

Key Responsibilities

• Build and nurture trusted advisor relationships with assigned customer accounts, becoming the go‑to expert on brighthush technology and strategy.
• Develop and execute tailored Customer Success Plans that align with each customer’s business objectives, conducting quarterly reviews to track progress and adjust tactics.
• Monitor and elevate customer satisfaction metrics (CSAT, NPS, CES) and proactively address any concerns to improve the overall experience.
• Drive product adoption and expansion by leveraging deep technical knowledge and fostering proactive engagement across customer organizations.
• Collaborate cross‑functionally with Sales, Product, Engineering, and Support to ensure seamless delivery of solutions and rapid resolution of issues.
• Establish foundational processes and best practices within the Customer Experience team, contributing to the continuous improvement of our operating model.
• Achieve NCX certification (or equivalent) within the first year to demonstrate expertise in customer experience management.
• Advocate for customer needs and provide actionable feedback to influence brighthush’s product roadmap and service enhancements.

Essential Qualifications

• Minimum 5 years of experience in customer‑facing technical roles, engaging with mid‑senior level stakeholders.
• Strong technical foundation in data center technology, virtualization, and hyper‑converged solutions.
• Relevant certifications such as VCDX, VCAP, NCX, NCM, NCP (or actively pursuing them).
• Familiarity with architectural frameworks like ITIL and TOGAF.
• Proven track record managing large‑scale customer operational standards and processes.
• Exceptional communication and relationship‑building skills, with a focus on customer advocacy.
• Customer‑centric mindset coupled with a passion for driving change and developing success strategies.
• Ability to collaborate with cross‑functional teams and deliver constructive feedback to enhance service delivery.
• Fluency in French and English (both written and spoken) is mandatory.

Preferred Qualifications

• Experience in the hyper‑converged infrastructure or cloud software industry.
• Background in consulting or professional services, where you have guided enterprise customers through complex technology transformations.
• Demonstrated success in driving upsell or expansion opportunities within existing accounts.
• Knowledge of customer success platforms (e.g., Gainsight, Totango) and data analytics tools.

Skills & Competencies

• Strategic thinking and the ability to translate business goals into actionable technical plans.
• Strong analytical skills to interpret customer data and derive insights that inform decision‑making.
• Excellent presentation and facilitation skills for workshops, executive briefings, and training sessions.
• Project management proficiency, ensuring timely delivery of success plans and initiatives.
• Adaptability and resilience in a fast‑moving, high‑growth environment.
• High emotional intelligence, enabling you to navigate complex stakeholder dynamics with empathy and influence.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the value you deliver to our customers. As a Customer Experience Manager, you will:

• Have access to a structured learning path that includes technical certifications, leadership training, and industry conferences.
• Be mentored by senior leaders in Customer Success, Product, and Engineering, providing a holistic view of the business.
• Participate in cross‑functional projects that expose you to new domains, such as product strategy, go‑to‑market planning, and global customer operations.
• Be positioned for advancement into senior leadership roles, such as Director of Customer Success or VP of Customer Experience, based on performance and impact.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and continuous improvement. Our remote‑first approach means you can work from anywhere in France, with flexible hours that respect work‑life balance. We encourage occasional in‑office visits to strengthen team bonds and support spontaneous collaboration.

We value diversity and inclusion, and we actively promote a workplace where every voice is heard and every idea can thrive. Our team celebrates successes, learns from challenges, and is committed to delivering exceptional value to our customers.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with market standards for senior customer experience roles in France.
• Performance‑based bonuses tied to customer satisfaction, adoption metrics, and account growth.
• Comprehensive health insurance (medical, dental, vision) and a retirement savings plan.
• Generous paid time off, including vacation, sick leave, and public holidays.
• Professional development budget for certifications, courses, and conferences.
• Flexible work arrangements and a supportive remote‑work infrastructure.
• Employee wellness programs, including virtual fitness classes and mental health resources.

Travel Expectations

To build strong, in‑person relationships, you will be expected to travel weekly to approximately 10–12 assigned customer accounts. Depending on account assignments, occasional travel to other regional locations may be required. We provide a travel stipend and support for all business trips.

Why Join brighthush?

By joining brighthush, you’ll be part of a forward‑thinking organization that is redefining how enterprises leverage cloud and hyper‑converged infrastructure. You’ll have the opportunity to:

• Shape the customer experience strategy for a leading technology provider.
• Work with a talented, cross‑functional team that values innovation and collaboration.
• Drive tangible impact on customer success, product adoption, and revenue growth.
• Grow your technical and leadership skills in a supportive, growth‑oriented environment.
• Be recognized for your contributions and rewarded with a competitive compensation package.

Ready to Make an Impact?

If you are hungry for challenge, humble in your approach, honest in your communication, and driven by a heart for customer success, we want to hear from you. Apply today and become a key player in brighthush’s journey to deliver unparalleled value to our customers.