Senior Customer Success Manager – EMEA – Driving Adoption, Retention, and Growth for a Leading B2B SaaS Platform

About brighthush

brighthush is a fast‑moving, fully remote B2B SaaS company that empowers go‑to‑market teams to turn inbound leads into qualified meetings in seconds. Our Demand Conversion Platform eliminates the friction that traditionally slows the sales funnel, enabling buyers and sellers to connect instantly and effortlessly. With a global footprint and a culture that thrives on speed, innovation, and fun, brighthush is on a mission to redefine how businesses engage with their prospects.

Why brighthush?

• We’re a distributed team of 300+ talented professionals working from every corner of the world.
• Our product is used by Fortune 500 companies, high‑growth startups, and everything in between.
• We’re growing at double‑digit rates and are committed to investing in our people, technology, and community.
• We believe in freedom, autonomy, and ownership—no micromanagement, just results.
• We celebrate wins, learn from failures, and always keep the customer at the center of everything we do.

Position Overview

As a Senior Customer Success Manager for the EMEA region, you will be the champion of our customers’ success. You will own a portfolio of 80‑100 high‑value accounts, guiding them from onboarding to full product adoption, and unlocking new revenue opportunities. Your deep technical expertise, combined with a passion for customer advocacy, will make you an indispensable partner to both our clients and internal teams.

Key Responsibilities

• Customer Onboarding & Time‑to‑Value: Lead the end‑to‑end onboarding journey, ensuring rapid adoption and measurable ROI.
• Product Evangelism: Train customers on new features, best practices, and advanced use cases, positioning brighthush as a strategic ally.
• Account Health & Success Metrics: Own the success criteria for each account, holding both customers and brighthush teams accountable for milestones.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Product, and Engineering to surface opportunities, mitigate risks, and deliver holistic solutions.
• Technical Escalation Lead: Resolve complex technical issues, coordinate with engineering, and provide clear, timely communication to stakeholders.
• Visibility & Reporting: Deliver regular status updates, dashboards, and insights to senior leadership and your manager.
• Knowledge Sharing: Create internal playbooks, customer success stories, and best‑practice guides that elevate the entire team.
• Advocacy & Growth: Build strong relationships that evolve into case studies, references, and upsell opportunities.
• Revenue Enablement: Identify upsell and cross‑sell opportunities, collaborating with the Account Management team to close deals.

Essential Qualifications

• 5+ years of experience in Customer Success or Technical Account Management within a SaaS environment.
• Proven track record of managing large, complex accounts and driving adoption metrics.
• Hands‑on technical background: comfortable with JavaScript, HTML, CSS, REST APIs, and Salesforce (SFDC) architecture.
• Strong experience with marketing automation platforms (Marketo, Pardot, HubSpot, etc.) and Salesforce implementation.
• Excellent communication skills—both written and verbal—across all levels of an organization.
• Self‑motivated, solution‑driven, and thrives in a fast‑paced, remote-first culture.
• Fluency in English; additional European languages (e.g., French, German, Spanish) are a plus.

Preferred Qualifications

• SFDC certifications (Administrator, Advanced Administrator, or Developer) and marketing automation certifications.
• Experience with data modeling, custom objects, and managed packages in Salesforce.
• Prior exposure to the EMEA market and understanding of regional sales cycles and compliance requirements.
• Background in consulting or a technical support role that required translating complex concepts to non‑technical audiences.
• Track record of building and scaling customer success programs in a high‑growth startup.

Core Competencies & Skills

• Customer‑Centric Mindset: Deep empathy for customer pain points and a relentless drive to deliver value.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Analytical Acumen: Comfortable with data, metrics, and deriving actionable insights.
• Technical Fluency: Comfortable troubleshooting code snippets, API calls, and integration flows.
• Project Management: Prioritizes tasks, manages timelines, and coordinates cross‑functional initiatives.
• Influence & Negotiation: Persuades stakeholders, resolves conflicts, and secures buy‑in.
• Adaptability: Thrives in a constantly evolving product and market landscape.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Customer Success Manager, you will:

• Progress to Lead Customer Success Manager or Director of Customer Success roles.
• Lead cross‑regional initiatives, shaping the global CS strategy.
• Participate in product roadmap discussions, influencing features that directly impact customer success.
• Access a generous annual professional development stipend of $2,000 USD to attend conferences, courses, or certifications.
• Benefit from mentorship programs and peer‑learning circles that accelerate skill growth.

Work Environment & Culture

brighthush is built on four core values that guide every decision:

• Freedom & Flexibility: Work from anywhere in the world—just show up for our weekly all‑hands Zoom meeting.
• Problem‑Solving: Tackle complex challenges and innovate solutions that set industry standards.
• Ownership: Take full responsibility for outcomes—your ideas shape the product and the company.
• Help: Prioritize customer success, peer support, and community building.

Compensation & Perks

• Competitive base salary aligned with market rates in your location.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity package—every team member receives stock options.
• Unlimited vacation policy—take the time you need to recharge.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Fully reimbursed home‑office setup, including equipment and software.
• Annual professional development stipend of $2,000 USD.
• Annual company retreat to inspiring destinations (e.g., Paris, Morocco, Tulum, Iceland, Ibiza, India).
• Access to a global network of peers, mentors, and industry experts.

Ready to Join brighthush?

If you are a technically savvy, customer‑obsessed professional who thrives in a fast‑paced, remote environment, we want to hear from you. Bring your expertise, your curiosity, and your passion for helping businesses succeed, and help us shape the future of demand conversion.

Apply now and become a pivotal part of brighthush’s journey to transform how the world connects.