Senior Customer Success Manager – Championing Enterprise Adoption, Retention, and ROI for brighthush’s Cloud‑Based Service Platform

About brighthush

brighthush is more than a SaaS vendor; it’s a catalyst for digital transformation across industries that rely on service excellence. With a footprint in over 30 countries, our cloud‑native platform empowers finance, healthcare, logistics, and many other sectors to automate complex workflows, unlock real‑time insights, and deliver unforgettable customer experiences. We are built on a foundation of relentless innovation, data‑driven decision making, and a culture that celebrates curiosity and collaboration.

Why brighthush is a Game Changer

In today’s fast‑moving market, businesses can’t afford to be reactive. They need a partner that anticipates challenges, scales with their growth, and turns technology into measurable business value. brighthush delivers that promise by combining:

• Scalable Architecture – Built on a microservices stack that supports millions of transactions per day.
• Deep Integration – Plug‑and‑play connectors to ERP, CRM, and industry‑specific systems.
• Actionable Analytics – Real‑time dashboards that surface key performance indicators and predictive insights.
• Customer‑Centric Design – User journeys crafted with input from frontline teams and executive leaders.

When you join brighthush, you become part of a mission to redefine how service‑oriented businesses harness technology to create measurable impact.

Role Overview

As a Senior Customer Success Manager, you will be the strategic partner and primary advocate for a portfolio of high‑value enterprise accounts. Your mandate is to ensure that each client not only adopts our platform but also realizes tangible business outcomes—leading to increased retention, upsell, and advocacy. You will blend strategic thinking with tactical execution, turning data insights into actionable plans that drive customer success and revenue growth.

Key Responsibilities

• Account Ownership – Own a portfolio of 80–120 enterprise accounts, serving as the single source of truth for all customer interactions and outcomes.
• Relationship Management – Build and nurture senior‑level relationships with C‑suite and operational leaders, ensuring alignment with their strategic objectives.
• Value & ROI Advocacy – Translate platform capabilities into tangible ROI, creating customized value plans, ROI dashboards, and business case presentations for each client.
• Proactive & Reactive Engagement – Conduct regular check‑ins, quarterly business reviews, product workshops, and rapid response to support tickets and escalations.
• Data‑Driven Insights – Leverage analytics tools (Salesforce, Gainsight, Tableau, Power BI) to monitor usage, identify adoption gaps, and design targeted engagement campaigns.
• Risk Mitigation – Identify early warning signs of churn, develop mitigation plans, and collaborate with Sales, Product, and Engineering to address concerns.
• Training & Enablement – Deliver onboarding, advanced training, and best‑practice workshops to maximize platform adoption and user proficiency.
• Advocacy & Referrals – Cultivate customer champions, gather success stories, and facilitate referrals, case studies, and speaking opportunities.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Sales, and Marketing to relay customer feedback, influence roadmap decisions, and co‑create solutions.
• Project Management – Own project timelines, deliverables, and documentation, ensuring seamless execution of customer initiatives and integrations.
• Financial Stewardship – Monitor renewal cycles, upsell opportunities, and gross revenue retention metrics; report on financial impact to senior leadership.

Essential Qualifications

• Minimum 3–5 years of experience in Customer Success, Enterprise Account Management, or Enterprise Sales within a SaaS environment.
• Proven track record of driving customer adoption, retention, and expansion, with quantifiable results.
• Strong analytical mindset with proficiency in CRM and analytics platforms (Salesforce, Gainsight, Tableau, Power BI).
• Exceptional communication skills—both written and verbal—across all levels of an organization.
• Demonstrated ability to manage multiple high‑priority projects simultaneously and deliver on time.
• Self‑starter attitude, thriving in a fast‑paced, entrepreneurial environment.
• Empathy, resilience, and a genuine passion for solving customer challenges.
• Experience with remote work and self‑management of time and priorities.

Preferred Skills & Experience

• Advanced project management certifications (PMP, Agile, Scrum, or equivalent).
• Background in SaaS product management, technical consulting, or implementation services.
• Experience with data‑driven performance analytics and KPI development.
• Familiarity with brighthush’s platform workflows, best practices, and industry use cases.
• Willingness to work Pacific or Mountain Standard Time zones to support global clients.

What Makes You a Great Fit?

We’re looking for individuals who:

• Think strategically and act tactically—turning insights into actionable plans.
• Own outcomes and take responsibility for customer success from onboarding to renewal.
• Communicate with clarity, confidence, and empathy, building trust with every interaction.
• Are data‑savvy, using metrics to drive decisions and demonstrate impact.
• Are collaborative, working seamlessly with cross‑functional teams to deliver value.
• Are curious, continuously learning, and eager to adopt new tools and methodologies.

Career Growth & Development

At brighthush, your career trajectory is defined by your ambition and performance. As a Senior Customer Success Manager, you’ll have the opportunity to:

• Progress to a Customer Success Leadership role, overseeing a team of CSMs and shaping the CS strategy.
• Transition into Product Management, leveraging deep customer insights to influence product direction.
• Explore Sales or Business Development roles, capitalizing on your relationship‑building skills.
• Lead cross‑functional initiatives that shape the future of our platform and industry standards.
• Earn recognition through our peer‑nominated awards, performance bonuses, and equity participation.

Our Culture & Values

We celebrate individuality, encourage experimentation, and value the unique perspectives each team member brings. Our culture is built on:

• Transparency – Open communication channels, shared goals, and real‑time feedback loops.
• Collaboration – Cross‑team projects that break down silos and foster collective ownership.
• Innovation – A safe space to test new ideas, iterate quickly, and learn from failures.
• Wellness – Programs that support mental, physical, and financial health, including mindfulness sessions, fitness stipends, and financial planning workshops.
• Community – Volunteer opportunities, mentorship, and social events that strengthen bonds beyond work.

Compensation & Benefits Summary

While specific figures vary by location and experience, the typical compensation package includes:

• Base salary range: $80,000 – $130,000 (U.S. locations).
• Variable commission and performance bonuses tied to customer health and expansion metrics.
• Equity options that let you share in the company’s growth.
• Fully paid medical, dental, and vision plans; optional supplemental coverage.
• 401(k) with company match and financial advisory services.
• Paid parental leave, fertility support, and adoption reimbursement.
• Pet insurance, legal advisory, and financial planning services.
• Flexible work arrangements, remote options, and a culture that values results over rigid schedules.

How to Apply

If you’re ready to make a tangible impact, drive customer success, and grow with a forward‑thinking company, we’d love to hear from you. Submit your application through our careers portal and join the brighthush team where your ideas shape the future of service technology.

We Celebrate Diversity

brighthush is committed to creating an inclusive environment for all employees. We encourage candidates from underrepresented groups to apply. We do not discriminate on the basis of race, color, religion, sex, national origin, gender identity, age, disability, or any other protected characteristic.

AI in Our Hiring Process

We use AI‑assisted tools to streamline certain aspects of our recruitment, but all hiring decisions are made by human hiring teams.