Senior Customer Success Manager – EMEA Digital & Lifecycle Excellence Lead – Champion Adoption, Retention, and Revenue Growth at brighthush

About brighthush

brighthush is a trailblazer in the cloud‑based collaboration and unified communications arena, empowering teams worldwide to connect, collaborate, and innovate. With a portfolio that spans real‑time messaging, video conferencing, and intelligent workflow automation, we help businesses of all sizes break down silos and accelerate digital transformation. Our culture is anchored in empathy, diversity, and an unwavering commitment to customer success. We view every interaction as a chance to create lasting value, and we’re looking for a passionate, results‑driven 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 champions 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 delivers measurable outcomes for our customers and drives the company’s growth trajectory.

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!