Senior Customer Success Manager – Digital Experience & Adoption Specialist – Remote Ireland

About brighthush

brighthush is a trailblazer in the digital transformation space, empowering businesses worldwide to harness the full potential of their cloud‑based solutions. With a portfolio that spans customer experience platforms, data analytics, and AI‑driven automation, brighthush helps organizations streamline operations, elevate customer satisfaction, and accelerate growth. Our mission is simple: to make every customer interaction smarter, faster, and more human‑centric. As a forward‑thinking, technology‑centric company, we thrive on collaboration, curiosity, and a relentless pursuit of excellence.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that values innovation, autonomy, and continuous learning. We champion a culture of transparency, inclusivity, and work‑life balance, even in a fully remote environment. Our people are our greatest asset, and we invest heavily in their professional growth through mentorship, training, and access to cutting‑edge tools and resources.

Role Overview

As a Senior Customer Success Manager – Digital Experience & Adoption Specialist, you will be the linchpin between our clients and the brighthush product ecosystem. You’ll own the end‑to‑end customer journey, ensuring that every user not only adopts our solutions but also derives measurable business value. Your strategic mindset, analytical acumen, and passion for customer advocacy will drive adoption, reduce churn, and unlock upsell opportunities.

Key Responsibilities

• Account Ownership: Serve as the primary point of contact for a portfolio of high‑value B2B SaaS customers, managing all aspects of their lifecycle from onboarding to renewal.
• Customer Advocacy: Champion the voice of the customer within brighthush, translating user feedback into actionable product enhancements and service improvements.
• Adoption & Engagement: Design and execute data‑driven adoption plans that increase feature usage, drive ROI, and foster long‑term loyalty.
• Strategic Consulting: Provide expert guidance on best practices, industry trends, and digital transformation strategies that align with each client’s business objectives.
• Issue Resolution: Leverage ticketing systems (e.g., Zendesk) and collaboration tools (e.g., Zoom, G Suite) to resolve escalations swiftly, ensuring a seamless customer experience.
• Performance Metrics: Track and report on key success metrics (NPS, CSAT, churn, expansion revenue) and present insights to senior leadership.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on customer needs, feature roadmaps, and go‑to‑market strategies.
• Thought Leadership: Represent brighthush at industry events, webinars, and user conferences, positioning the brand as a thought leader in digital customer success.

Essential Qualifications

• Minimum of 2–3 years of proven experience in Customer Success, Account Management, or a related role within a B2B SaaS environment.
• Deep familiarity with ticketing and customer experience platforms such as Zendesk, Gainsight, and Salesforce.
• Strong communication skills—both written and verbal—across all stakeholder levels, including C‑suite executives.
• Exceptional time‑management and organizational abilities, with a track record of managing multiple high‑priority accounts simultaneously.
• Proficiency in using G Suite, Zoom, and other collaboration tools to facilitate virtual meetings and workshops.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience working in a remote, distributed team environment, preferably in Ireland or the broader European market.
• Hands‑on experience with customer success analytics platforms (e.g., Gainsight, Totango) and data visualization tools.
• Background in technology consulting, digital transformation, or a related field.
• Demonstrated ability to influence cross‑functional teams and drive product adoption at scale.
• Knowledge of the information technology industry, particularly in strategic response management or related domains.

Skills & Competencies

• Strategic Thinking: Ability to align customer goals with brighthush’s product roadmap and business objectives.
• Analytical Acumen: Proficiency in interpreting data to uncover insights, forecast trends, and recommend actionable improvements.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Problem‑Solving: Creative and pragmatic approach to troubleshooting and resolving complex customer issues.
• Collaboration: Strong interpersonal skills to work effectively with Sales, Product, Engineering, and Marketing teams.
• Adaptability: Comfortable navigating ambiguity and thriving in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you’ll have the chance to:

• Progress to a Customer Success Leadership role (Director or VP) within 2–3 years.
• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Participate in executive‑level mentorship programs and leadership training.
• Attend industry conferences, workshops, and webinars to stay ahead of emerging trends.
• Access a curated library of learning resources, including online courses, certifications, and internal knowledge bases.

Work Environment & Culture

brighthush operates as a fully remote organization, with a distributed team across Ireland and beyond. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Inclusivity: A diverse workforce that values different perspectives and fosters belonging.
• Autonomy: Trust in your expertise, with flexible work hours and a results‑oriented approach.
• Collaboration: Frequent virtual team‑building activities, hackathons, and cross‑departmental projects.
• Well‑being: Comprehensive wellness programs, mental health support, and a commitment to work‑life balance.

Compensation & Perks

We offer a competitive salary range of EUR 85,000 – 95,000 per year, commensurate with experience and performance. In addition to base pay, you’ll receive:

• Performance‑based bonuses tied to customer success metrics.
• Equity participation in brighthush’s growth trajectory.
• Health and dental insurance, including mental health coverage.
• Generous paid time off, flexible vacation policy, and a 4‑day workweek pilot program.
• Annual professional development stipend and access to industry conferences.
• Fully reimbursed home‑office setup, including high‑speed internet and ergonomic equipment.
• Monthly wellness allowances (gym, meditation apps, etc.).

How to Apply

If you’re a customer‑first professional with a passion for digital transformation and a track record of driving adoption in a SaaS environment, we want to hear from you. Join brighthush and help shape the future of customer success for businesses worldwide.

Ready to take the next step? Submit your application through our careers portal and let’s start a conversation about how you can make a lasting impact at brighthush.