Senior Customer Success & Growth Strategist – Accelerate B2B SaaS Subscription Revenue, Slash Churn, Lead High‑Performance Teams, Engage C‑Suite, Build Strategic Partnerships at brighthush
About brighthush
brighthush is more than a B2B SaaS company; it is a global movement redefining how enterprises secure and manage digital identities. With a portfolio that spans identity verification, single sign‑on, zero‑trust access controls, and adaptive authentication, we empower Fortune 500s, mid‑market leaders, and fast‑growing startups to protect their data while accelerating innovation. Our mission is simple yet ambitious: to deliver secure, seamless digital experiences that unlock business value for every customer.
Founded in London, brighthush has grown into a worldwide presence with offices in the United States, Europe, and Asia. We thrive on a culture that celebrates experimentation, values data‑driven insights, and nurtures continuous learning. If you are looking for a place where your ideas can shape product direction, influence revenue strategy, and create lasting customer impact, brighthush is the platform for you.
Why Join brighthush?
At brighthush, we believe that the heart of our success lies in the relationships we build with our customers. As a Senior Customer Success & Growth Strategist, you will be the catalyst that turns subscription revenue into long‑term partnership, ensuring our clients achieve their business objectives while driving growth for the company. If you are passionate about customer advocacy, data‑driven decision making, and leading high‑performing teams, brighthush offers the platform, resources, and culture to help you thrive.
We are looking for a visionary leader who can:
- Elevate the customer experience to a strategic business function.
- Translate customer insights into actionable growth initiatives.
- Build a world‑class Customer Success organization that scales with our product roadmap.
- Champion a culture of ownership, collaboration, and continuous improvement.
Key Responsibilities
Lead and Mentor the Customer Success Team
- Recruit, onboard, and develop a high‑energy, collaborative team that delivers world‑class service.
- Set clear, measurable goals and provide ongoing coaching to foster a culture of continuous improvement.
- Implement performance management processes that align individual objectives with company growth targets.
- Drive professional development plans, ensuring each team member has a clear path to advancement.
- Champion diversity and inclusion in hiring and team dynamics, ensuring a variety of perspectives and ideas.
Drive Customer Adoption & Value Realization
- Partner with customers to map success journeys, identify upsell opportunities, and ensure they extract maximum ROI from our platform.
- Develop and execute adoption playbooks that accelerate time‑to‑value across new and existing accounts.
- Collaborate with Product and Engineering to surface customer feedback and prioritize feature enhancements.
- Measure adoption metrics and iterate on onboarding processes to reduce friction.
- Lead quarterly business reviews that highlight value delivered and set future milestones.
Manage Renewals, Expansion, and Churn Prevention
- Own the renewal process, forecast ARR, and develop proactive strategies to reduce churn and increase expansion revenue.
- Leverage data analytics to identify at‑risk accounts and design targeted retention campaigns.
- Work closely with Sales to coordinate upsell and cross‑sell opportunities.
- Maintain a robust renewal pipeline and ensure accurate forecasting for executive reporting.
- Implement a win‑back strategy for churned customers, turning past losses into future revenue.
Cross‑Functional Collaboration
- Partner with Sales, Product, Marketing, and Engineering to align on customer feedback, feature roadmaps, and go‑to‑market strategies.
- Serve as the voice of the customer in executive strategy meetings.
- Facilitate cross‑departmental workshops to drive product improvements and customer success initiatives.
- Champion data sharing and transparency across teams to ensure unified customer narratives.
- Coordinate with Finance to align revenue projections with customer success metrics.
Executive Stakeholder Communication
- Serve as the primary point of contact for C‑suite executives, presenting quarterly business reviews, health scores, and strategic recommendations.
- Build trust and credibility with senior leadership by delivering data‑driven insights and actionable plans.
- Represent brighthush at industry conferences, partner events, and customer advisory boards.
- Develop executive‑level dashboards that highlight key performance indicators and growth opportunities.
- Lead crisis communication plans for high‑profile accounts, ensuring swift resolution and minimal impact.
Data‑Driven Insights
- Leverage CRM/CSM platforms to analyze customer health, forecast trends, and inform decision making.
- Build dashboards that track key metrics such as NRR, churn rate, CSAT, and customer lifetime value.
- Translate data into actionable recommendations for product, marketing, and sales teams.
- Champion a culture of evidence‑based decision making across the organization.
- Conduct A/B testing on engagement tactics to validate hypotheses and refine strategies.
Process & Tool Optimization
- Continuously refine workflows, documentation, and automation to improve efficiency and scalability across the Customer Success organization.
- Implement best practices for onboarding, health monitoring, and renewal management.
- Champion the adoption of new technologies that enhance customer engagement.
- Document and disseminate process improvements to ensure consistency across regions.
- Lead the migration of legacy systems to modern, cloud‑native platforms, reducing manual effort.
Champion Customer Advocacy
- Build and nurture a community of brand ambassadors, gathering testimonials, case studies, and referrals that fuel growth.
- Coordinate with Marketing to develop advocacy programs and thought leadership content.
- Track advocacy metrics and report on ROI to senior leadership.
- Leverage advocacy insights to inform product roadmap and marketing messaging.
- Organize annual customer summit to celebrate successes and gather feedback.
Essential Qualifications
- 5+ years of experience in Customer Success, Account Management, or Consulting within a B2B SaaS environment.
- Proven track record of leading and scaling a Customer Success team, with measurable impact on NRR, churn, and expansion.
- Deep understanding of subscription and ARR models, renewal cycles, and upsell strategies.
- Strong analytical mindset: ability to interpret data, forecast trends, and translate insights into actionable plans.
- Excellent communication skills, both written and verbal, with the ability to engage C‑suite executives and cross‑functional partners.
- Hands‑on experience with CRM/CSM platforms and data analytics tools.
- Demonstrated ability to manage multiple priorities in a fast‑paced, remote‑first environment.
- Bachelor’s degree in Business, Marketing, Computer Science, or a related field (MBA preferred).
Preferred Qualifications
- Experience in the identity and access management (IAM) or cybersecurity industry.
- Knowledge of cloud technologies and SaaS product lifecycles.
- Certifications in Customer Success (CSM), SaaS Operations, or related disciplines.
- Fluency in additional languages beyond English.
- Experience leading global teams across multiple time zones.
Core Skills & Competencies
- Leadership & Coaching: Inspire, develop, and retain top talent.
- Strategic Thinking: Align customer success initiatives with business objectives.
- Data Analysis: Build dashboards, interpret metrics, and drive evidence‑based decisions.
- Customer Advocacy: Champion the voice of the customer across the organization.
- Project Management: Deliver complex initiatives on time and within scope.
- Collaboration & Influence: Build strong relationships with stakeholders at all levels.
- Adaptability: Thrive in a dynamic, evolving environment.
- Change Management: Lead organizational change with minimal disruption.
Career Growth & Learning Opportunities
At brighthush, your career path is designed to evolve with your ambitions. As a Senior Manager, you will:
- Progress to Director or VP of Customer Success, shaping the global strategy and influencing product direction.
- Participate in leadership development programs, including executive coaching, strategic decision‑making workshops, and cross‑functional projects.
- Access a robust learning ecosystem: internal knowledge bases, industry conferences, and a generous tuition reimbursement program for relevant certifications.
- Collaborate with world‑class product and engineering teams, gaining exposure to cutting‑edge technology and market trends.
- Lead initiatives that directly impact company growth, giving you a measurable legacy.
- Earn recognition through brighthush’s “Innovation Champion” award for transformative ideas.
Work Environment & Culture at brighthush
brighthush is a fully remote, UK‑based organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:
- Transparency: Open communication channels, regular all‑hands meetings, and data‑driven decision making.
- Innovation: A safe space to experiment, iterate, and bring new ideas to life.
- Diversity & Inclusion: A commitment to creating an inclusive environment where every voice is heard.
- Community: Virtual coffee breaks, hackathons, and volunteer opportunities that foster camaraderie.
- Work‑Life Harmony: Flexible schedules, mental health resources, and a culture that respects personal time.
- Global Collaboration: Opportunities to work with colleagues across five continents, expanding your professional network.
Compensation & Benefits
While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with industry standards and your experience.
- Performance‑based bonuses tied to team and company metrics.
- Equity or stock‑option plans to share in the company’s long‑term success.
- Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
- Comprehensive health, dental, and vision insurance plans for you and your dependents.
- Retirement savings plan with company match.
- Access to wellness programs, mental health support, and continuous learning resources.
Ready to Make an Impact?
If you are a strategic thinker with a passion for customer success, a data‑driven mindset, and a proven ability to lead high‑performance teams, we want to hear from you. Join brighthush and help shape the future of digital identity while building a career that rewards innovation, collaboration, and measurable impact.