Senior Customer Success Manager – EMEA – Driving Adoption, Expansion, and Renewal for brighthush’s Automation Platform

About brighthush

brighthush is a trailblazing automation platform that empowers organizations to orchestrate complex workflows across their entire tech stack. Since its inception, brighthush has partnered with some of the world’s most influential companies—Canva, Reddit, SAP, Coinbase, Mars, Fin (Intercom), and McKesson—to streamline operations, enhance security, and unlock new efficiencies. In 2026, we launched brighthush 3B, a next‑generation, single‑secure environment that unifies every team’s apps, agents, and automations into one cohesive ecosystem. Our platform is vendor‑agnostic, API‑first, and built with security woven into its DNA, ensuring that every integration is both powerful and private.

At brighthush, we live by three core values: Simplicity, Speed, and Soundness. These principles guide everything from product design to customer interactions, ensuring that our solutions are intuitive, fast to deploy, and robust. We are committed to delivering exceptional customer experiences while fostering a culture that nurtures curiosity, growth, and integrity. If you’re passionate about helping teams automate, innovate, and thrive, brighthush is the place to bring your expertise to life.

Role Overview

The Senior Customer Success Manager – EMEA will be a pivotal force in brighthush’s rapid expansion across Europe, the Middle East, and Africa. As the bridge between our customers and the product, you will champion adoption, drive expansion, and secure renewals. Your influence will shape how teams across IT, Engineering, Operations, and Security leverage brighthush to achieve their most critical objectives. This is a remote role based anywhere in Ireland, offering the flexibility to work from home or a co‑working space while collaborating with a global, high‑performing team.

Key Responsibilities

• Customer Journey Stewardship – Own the full lifecycle from onboarding to renewal, ensuring each phase delivers measurable value and aligns with the customer’s business goals.
• Onboarding Excellence – Design and execute a first‑class onboarding experience that translates customer use cases into actionable implementation plans, delivered on schedule.
• Technical Advocacy – Translate complex technical requirements into clear, actionable feedback for our Product and Engineering teams, driving feature enhancements that resonate with real‑world use.
• Account Planning & Expansion – Partner with internal stakeholders to build strategic account plans, identify cross‑functional opportunities, and expand usage across new teams and departments.
• Risk Management – Proactively identify potential risks to customer success, collaborate with CSM/PM teams to develop mitigation strategies, and ensure timely resolution.
• Thought Leadership & Process Improvement – Provide expert guidance on automation best practices, co‑develop process improvements, and create assets that elevate customer outcomes.
• Renewal & Growth Strategy – Craft and execute renewal plans, articulate the value of brighthush to executive stakeholders, and secure long‑term commitments.
• Health & Metrics Monitoring – Analyze account dashboards, usage metrics, and login patterns to gauge health, forecast churn, and uncover upsell opportunities.
• Cross‑Functional Collaboration – Work closely with Sales, Support, Marketing, and Product to align messaging, share insights, and drive a unified customer experience.
• Champion Building – Identify and nurture internal advocates within customer organizations who can champion brighthush and drive broader adoption.

Essential Qualifications

• 5+ years of experience in technical account management, customer success, or post‑sales roles within technology companies.
• Deep familiarity with SaaS solutions for technical teams—cybersecurity, DevOps, IT, or related domains.
• Proven ability to ask probing questions, uncover hidden pain points, and translate them into actionable opportunities.
• Strong problem‑solving skills, leveraging internal resources and knowing when to engage leadership for escalations.
• Hands‑on knowledge of APIs, their architecture, and how they enable integration across platforms.
• Fluency in a second European language is a plus, but not mandatory.

Preferred Qualifications

• Experience working with large, enterprise‑grade customers across multiple regions.
• Background in security or compliance, with an understanding of regulatory frameworks that influence automation adoption.
• Track record of driving measurable adoption metrics—e.g., NPS, usage growth, or renewal rates.
• Comfort with data analytics tools (e.g., Tableau, Looker) to derive insights from customer usage patterns.
• Previous involvement in product roadmap discussions or beta program management.

Skills & Competencies

• Customer‑Centric Mindset – Empathy, active listening, and a relentless focus on delivering value.
• Strategic Thinking – Ability to see the big picture, align customer goals with brighthush capabilities, and articulate a clear roadmap.
• Communication Excellence – Clear, concise communication across technical and non‑technical audiences, both written and verbal.
• Analytical Acumen – Data‑driven decision making, proficiency in interpreting dashboards, and turning insights into action.
• Collaboration & Influence – Proven track record of working cross‑functionally, influencing stakeholders, and driving consensus.
• Adaptability & Resilience – Thrives in a fast‑moving environment, embraces change, and remains calm under pressure.
• Continuous Learning – Passion for staying current on Apply for this job