Senior Customer Success Manager – Driving Adoption, Retention, and Expansion for High‑Impact SaaS Solutions at brighthush
About brighthush and the Opportunity
brighthush is a trailblazer in the network automation space, delivering open, composable products that empower enterprises to build, manage, and scale complex networks with unprecedented speed and confidence. By blending cutting‑edge technology with a vibrant open‑source community, brighthush has become the go‑to partner for organizations looking to modernize their infrastructure while maintaining full control over their data and workflows.
As we accelerate our growth, we’re looking for a passionate Customer Success Manager who will become the trusted advisor for a portfolio of mid‑market and enterprise customers. In this role, you will own the entire customer journey—from onboarding to renewal—ensuring that every client realizes tangible value from our solutions and becomes a long‑term advocate for brighthush.
Join a culture that thrives on collaboration, continuous learning, and a shared commitment to open‑source excellence. At brighthush, you’ll work alongside product, engineering, sales, and support teams to shape the future of network automation while delivering world‑class service to our customers.
What You’ll Do
In this role, you will:
- Own a regional portfolio of mid‑market and enterprise customers, ensuring each account receives personalized, proactive support.
- Develop and execute customer success plans that align with each client’s business objectives and technical roadmaps.
- Partner with Onboarding to guarantee a seamless handoff and rapid time‑to‑value for new customers.
- Drive product adoption through regular check‑ins, success reviews, and targeted enablement initiatives.
- Build deep relationships with day‑to‑day users, technical stakeholders, and senior executives, positioning yourself as the single point of contact for all brighthush matters.
- Monitor health signals and proactively address churn risk by collaborating with Renewals, Sales, and Support.
- Identify expansion opportunities and present qualified upsell or cross‑sell prospects to the Sales team.
- Escalate and resolve issues by working closely with Engineering and Support to deliver timely, effective solutions.
- Advocate for customers by feeding their feedback into the product roadmap, ensuring that their needs shape future releases.
- Maintain accurate, up‑to‑date records in our CS tools, ensuring data integrity for reporting and forecasting.
- Iterate on playbooks by sharing field insights and recommending improvements that enhance the customer experience.
Success Metrics
We measure success by the impact you create for our customers and the growth you drive for brighthush:
- High gross retention across your portfolio, reflecting customer satisfaction and loyalty.
- On‑time onboarding and active usage of brighthush solutions.
- Documented success plans for key accounts, providing clear roadmaps for value realization.
- Renewals with zero surprises, supported by early risk flags and proactive mitigation.
- Qualified expansion opportunities passed to Sales, fueled by demonstrated adoption.
- Customers who view you as their go‑to contact for all brighthush-related needs.
- Accurate, current customer data that the entire team can rely on for decision‑making.
Essential Qualifications
- 3+ years of experience in Customer Success, Account Management, or a related customer‑facing role.
- Proven track record of driving adoption and retention in a SaaS or subscription business.
- Experience working with technical customers and stakeholders, translating complex capabilities into clear business value.
- Comfort leading renewal and expansion conversations alongside Renewals and Sales teams.
- Highly organized, proactive, and capable of managing multiple accounts simultaneously.
- Excellent written and verbal communication skills, with the ability to influence at all levels.
- Demonstrated ability to work cross‑functionally in a fast‑paced, scaling organization.
Nice to Have
- Background in infrastructure, networking, DevOps, or automation.
- Experience in a high‑growth or scaling SaaS company.
- Familiarity with open‑source software or developer‑ Apply for this job