Senior Customer Success Manager – EMEA (Digital & Lifecycle Excellence) – Drive Adoption, Retention, and Growth at brighthush

About brighthush

brighthush is a global leader in cloud‑based collaboration and unified communications solutions. With a mission to empower teams worldwide to connect, collaborate, and innovate, we deliver a suite of products that transform how businesses communicate. Our culture is built on empathy, diversity, and a relentless focus on customer success. We believe that every interaction is an opportunity to create lasting value, and we’re looking for a passionate Customer Success Manager to help us scale that impact across the EMEA region.

Why Join brighthush?

At brighthush, you’ll thrive in a fully remote environment that values flexibility, autonomy, and work‑life balance. Our people are our greatest asset, and we invest heavily in their growth, well‑being, and professional development. As a member of our Global Scaled and Digital Customer Success Team, you’ll be at the forefront of a digital‑first, hybrid engagement model that drives measurable outcomes for our customers.

Key Benefits

• Remote Work Flexibility: Work from anywhere in the EMEA region with a fully supported home office setup.
• Comprehensive Health Coverage: Access top‑tier medical, dental, and vision plans for you and your dependents.
• Mental Well‑Being Programs: Unlimited access to counseling, mindfulness resources, and wellness initiatives.
• Generous Time Off: Competitive vacation policy, public holidays, and paid parental leave.
• Inclusive Culture: A workplace that celebrates diversity, fosters belonging, and encourages authentic collaboration.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for a portfolio of high‑value EMEA customers. Your focus will be on driving adoption, ensuring product stickiness, and safeguarding revenue through proactive, data‑driven engagement. You will operate within a digital‑first framework, leveraging scalable 1:1 and 1:many touchpoints to deliver consistent, measurable outcomes.

Core Responsibilities

• Lifecycle Management: Own the end‑to‑end customer journey from onboarding to renewal, ensuring seamless transitions and continuous value realization.
• Adoption & Engagement: Design and execute targeted digital programs, webinars, and workshops that accelerate product adoption and deepen usage.
• Data‑Driven Insights: Use dashboards, telemetry, and automated journeys to identify risk signals, adoption gaps, and growth opportunities.
• Business Reviews: Conduct quarterly business reviews with key stakeholders, presenting data‑rich reports that showcase ROI, adoption progress, and future roadmap alignment.
• Risk Mitigation: Proactively reach out to at‑risk accounts, develop mitigation plans, and collaborate with Sales and Renewals to secure renewals and upsell opportunities.
• Cross‑Functional Collaboration: Partner with Product, Support, and Marketing to relay customer feedback, influence product enhancements, and refine digital touchpoints.
• Reporting & Analytics: Create account‑level and segment‑level insights, translating complex data into actionable recommendations for both customers and internal teams.
• Scalable Engagement: Implement playbooks and segmentation strategies that allow you to manage a broad portfolio efficiently while maintaining high service quality.

Essential Qualifications

• 3+ years of experience in Customer Success, Account Management, or a customer‑facing SaaS role, preferably within cloud, unified communications, collaboration technologies, or contact center solutions.
• Proven track record of managing a diverse portfolio of accounts using data‑driven prioritization and segmentation.
• Strong presentation and communication skills, with the ability to facilitate training sessions, webinars, and workshops for both technical and non‑technical audiences.
• Hands‑on experience with Salesforce, Gainsight, or similar CRM/CS platforms.
• Deep understanding of SaaS adoption frameworks, customer lifecycle management, and digital‑touch engagement models.
• Exceptional organizational skills, with a proactive, positive attitude and the ability to manage multiple priorities in a fast‑paced environment.
• Availability to work EMEA business hours and flexibility to support customers across multiple time zones.

Preferred Qualifications

• Experience in a scaled or digital CS environment, where you have built or refined scalable engagement processes.
• Knowledge of advanced analytics tools and the ability to translate data into strategic insights.
• Experience in a high‑growth SaaS company, with exposure to rapid product iterations and market expansion.
• Additional certifications in Customer Success Management, Project Management, or related fields.

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping customers succeed and a knack for anticipating their needs.
• Strategic Thinking: Ability to see the big picture, align customer goals with business objectives, and drive long‑term value.
• Analytical Acumen: Proficiency in interpreting data, spotting trends, and making evidence‑based decisions.
• Communication Excellence: Clear, concise, and persuasive communication across all levels of the organization.
• Collaboration & Influence: Skilled at building relationships with cross‑functional teams and influencing product direction.
• Adaptability: Comfortable navigating ambiguity, managing change, and thriving in a dynamic 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 will have the opportunity to:

• Lead cross‑regional initiatives and mentor junior CS team members.
• Shape the future of our digital engagement strategy and contribute to product roadmap decisions.
• Earn industry certifications and attend global conferences to stay ahead of market trends.
• Progress into leadership roles such as Customer Success Director, Head of Customer Experience, or VP of Customer Success.

Work Environment & Culture

brighthush’s culture is defined by empathy, transparency, and a shared commitment to customer success. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our remote-first approach means you’ll collaborate with a global team, leveraging cutting‑edge collaboration tools to stay connected and productive.

Compensation & Perks

While specific figures vary by role and experience, brighthush offers a competitive base salary, performance‑based bonuses, and equity options. In addition to the benefits listed above, we provide:

• Unlimited professional development budget.
• Annual wellness stipend.
• Flexible working hours and a generous vacation policy.
• Access to a global network of peers and mentors.

Ready to Make an Impact?

If you’re a results‑driven, customer‑obsessed professional who thrives in a fast‑paced, digital environment, we want to hear from you. Join brighthush and help us redefine how teams connect and collaborate across the globe.

Apply Today – Your next career adventure starts here!