Senior Customer Success Executive – Championing High‑Volume Mid‑Market & Enterprise Retention, Expansion, and AI‑Driven Adoption for IoT Platforms at brighthush

About brighthush

brighthush is a trailblazer in the Internet of Things (IoT) arena, delivering a next‑generation Connected Operations Cloud that empowers businesses across agriculture, construction, field services, transportation, and manufacturing to unlock the full potential of their physical assets. By turning raw sensor data into actionable insights, brighthush helps companies elevate safety, boost efficiency, and drive sustainability at scale. Our mission is simple yet powerful: to make complex IoT ecosystems intuitive, reliable, and transformative for every customer.

Why This Role Matters

Customer success is the heartbeat of brighthush’s growth strategy. We believe that the most valuable relationships are built on trust, proactive support, and measurable impact. As a Senior Customer Success Executive, you will spearhead a high‑volume portfolio of mid‑market and large commercial accounts, ensuring that each customer not only stays but thrives. Your leadership will shape the future of our customer engagement model, drive retention, and unlock expansion opportunities that fuel our global expansion.

Key Responsibilities

• Strategic Segmentation & Engagement: Design and execute segmentation frameworks that classify customers into service tiers, tailoring engagement models to maximize value and satisfaction.
• Retention Champion: Own the retention engine—set ambitious goals, monitor metrics, and implement initiatives that keep churn at bay.
• Growth Partner: Collaborate closely with Sales and RevOps to identify upsell and cross‑sell opportunities, ensuring a seamless handoff and joint success.
• Team Leadership: Recruit, mentor, and develop a high‑performing team of Customer Success Managers (CSMs) responsible for 100+ accounts each, fostering a culture of accountability and continuous improvement.
• Product Adoption Advocate: Guide CSMs in driving product usage, adoption, and integration, turning data into actionable insights for customers.
• Automation & AI Enablement: Champion the adoption of AI‑powered workflows, automation tools, and digital programs to boost team productivity and deliver consistent, scalable service.
• Risk Mitigation: Leverage data analytics to identify at‑risk accounts, develop mitigation plans, and proactively address potential churn.
• Cross‑Functional Collaboration: Work hand‑in‑hand with Sales, RevOps, Marketing, Product, and Business Technology to align strategies and deliver a unified customer experience.
• Escalation Leadership: Provide decisive leadership during critical escalations, ensuring swift resolution and maintaining customer trust.
• Process & Model Innovation: Continuously refine and redesign customer success models, incorporating feedback, industry best practices, and measurable outcomes.

Essential Qualifications

• Minimum 5 years of proven experience in Customer Success or Account Management, with a focus on mid‑market and enterprise segments.
• At least 2 years of leadership experience managing CSM teams or equivalent roles, overseeing large portfolios.
• Track record of building or redesigning scalable customer success frameworks that deliver measurable retention and expansion results.
• Demonstrated ownership of retention and expansion metrics—able to translate data into actionable strategies.
• Strong analytical mindset: proficiency in data‑driven decision making, KPI tracking, and performance dashboards.
• Comfortable leading through ambiguity, rapid growth, and high‑volume environments.

Preferred Qualifications

• Experience in the IoT or connected operations space, understanding the unique challenges and opportunities of physical asset data.
• Hands‑on expertise with AI/ML tools, automation platforms, and digital engagement solutions.
• Background in SaaS or cloud‑based product success, with a deep understanding of subscription economics.
• Advanced knowledge of CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Strong communication skills, capable of presenting complex data insights to executive stakeholders.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Leadership & Coaching: Proven ability to inspire, develop, and retain top talent.
• Data‑Driven Decision Making: Comfortable turning metrics into action.
• Customer‑Centric Mindset: Passion for delivering exceptional value and building lasting relationships.
• Collaboration: Skilled at working cross‑functionally to align goals and drive outcomes.
• Adaptability: Thrives in fast‑paced, evolving environments.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Senior Customer Success Executive, you will:

• Lead initiatives that shape the future of our customer success organization, positioning you as a thought leader.
• Participate in executive‑level strategy sessions, gaining exposure to high‑impact decision making.
• Access a curated learning curriculum covering advanced analytics, AI integration, and leadership coaching.
• Earn certifications in SaaS success, data analytics, and AI‑driven customer engagement.
• Advance to Director or VP of Customer Success roles, steering global strategies and scaling the organization.

Work Environment & Culture at brighthush

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

• Fully Remote Flexibility: Work from anywhere, with a robust virtual collaboration ecosystem.
• Inclusive & Diverse: We celebrate differences and foster an environment where every voice is heard.
• Collaborative Spirit: Cross‑functional teams work together like a well‑orchestrated symphony.
• Continuous Feedback: Regular 1:1s, performance reviews, and peer feedback loops keep growth on track.
• Well‑Being Focus: Comprehensive health plans, mental health resources, and flexible time off policies.

Compensation & Perks

While the exact compensation package will be tailored to your experience and skill set, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior customer success leaders.
• Performance‑based bonuses tied to retention, expansion, and team success metrics.
• Equity or stock‑option opportunities, aligning your success with the company’s growth.
• Health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and a generous parental leave policy.
• Professional development stipend and access to industry conferences.
• Well‑being benefits: gym memberships, mental health support, and wellness allowances.

How to Apply

If you are a strategic, data‑savvy leader who thrives in a fast‑paced, high‑volume environment and is passionate about driving customer success in the IoT space, brighthush invites you to join our mission. Help us transform how businesses harness IoT data, and in return, enjoy a career that challenges, rewards, and inspires.

Apply today and become a pivotal part of brighthush’s journey to redefine connected operations for the world.

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