Senior Customer Success Manager – Enterprise Account Leadership, Growth Optimization, and Strategic Partnership Development (Cloud‑Based Secure Collaboration) at brighthush
About brighthush
brighthush is a trailblazer in secure, cloud‑based collaboration, empowering highly regulated sectors such as Aerospace & Defense, Life Sciences, Healthcare, and beyond. Our platform seamlessly unites data, people, and processes while safeguarding compliance, reducing risk, and unlocking actionable insights that drive operational excellence. With a culture rooted in innovation, integrity, and relentless customer obsession, brighthush has become the trusted partner for thousands of enterprises worldwide. We are not just a technology provider; we are a strategic ally that helps our clients navigate the complexities of regulation, data sovereignty, and digital transformation.
Why Join brighthush?
At brighthush, you’ll be part of a high‑impact team that shapes the future of secure collaboration. We champion employee growth through continuous learning, mentorship, and clear career‑advancement pathways. Our workplace is vibrant, inclusive, and collaborative—where every voice is heard and every idea has the potential to transform the industry. If you thrive on solving complex problems, building lasting relationships, and driving measurable business outcomes, brighthush is the place to amplify your impact.
What You’ll Do
As a Senior Customer Success Manager, you will be the linchpin between our customers and the entire go‑to‑market ecosystem. Your role will involve:
- Account Leadership: Own a portfolio of high‑value enterprise accounts, ensuring they realize maximum ROI from brighthush’s platform and services.
- Strategic Partnership: Build deep, trusted relationships with C‑suite executives, product owners, and operational leaders to understand their business goals and pain points.
- Value Realization: Guide customers through adoption journeys, championing best practices that drive measurable outcomes such as cost savings, risk reduction, and compliance efficiency.
- Renewal & Expansion: Lead renewal negotiations and identify upsell opportunities, consistently achieving or surpassing annual revenue targets.
- Cross‑Functional Collaboration: Partner with Sales, Solutions Consulting, Onboarding, Professional Services, Product, Support, and Operations to deliver seamless, end‑to‑end customer experiences.
- Performance Analytics: Develop and refine dashboards, KPIs, and reporting frameworks that illuminate customer health, usage patterns, and success metrics.
- Team Development: Mentor junior CSMs, share best practices, and contribute to the continuous improvement of the Customer Success organization.
- Process Innovation: Identify gaps in tools and workflows, champion enhancements, and drive adoption of new technologies that elevate service delivery.
Key Responsibilities
- Partner with assigned customer accounts to ensure they achieve value from brighthush solutions—supporting renewal and expansion opportunities.
- Develop and maintain a deep understanding of customers’ operational processes to guide usage of brighthush products and identify expansion opportunities.
- Manage, prioritize, and drive resolution of open customer items by coordinating with internal brighthush stakeholders, providing proactive updates throughout.
- Lead regular operational reviews with customers, discussing support tickets, case metrics, and ongoing performance.
- Collaborate with services delivery teams to ensure successful execution of service engagements and extended support contracts for assigned accounts.
- Mentor and train junior Customer Success team members as needed.
- Support the development and implementation of systems and tools that provide performance metrics and insights into Customer Success effectiveness.
Essential Qualifications
- 5+ years of experience in Customer Success, Account Management, or a similar customer‑centric role.
- Proven track record managing and closing renewal portfolios of £2.00M+ annually.
- Demonstrated success in generating and closing £200K+ expansion opportunities.
- Strong problem‑solving mindset with a commitment to seeing issues through to resolution.
- Passion for helping customers achieve success and a deep empathy for their challenges.
- Exceptional executive presence and ability to engage customers at all levels.
- Ability to influence through persuasion, negotiation, and consensus building.
- Exceptional attention to detail and a data‑driven approach to decision making.
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
Preferred Qualifications
- Experience in regulated industries such as Aerospace, Defense, Life Sciences, or Healthcare.
- Knowledge of compliance frameworks (e.g., ISO 27001, NIST, GDPR, HIPAA).
- Experience with SaaS platforms, cloud architecture, and API integrations.
- Proficiency in CRM and customer success tools (e.g., Salesforce, Gainsight, HubSpot).
- Advanced communication skills in both English and a second language.
Skills & Competencies
- Strategic Thinking: Ability to align customer goals with brighthush’s product roadmap and service offerings.
- Relationship Management: Building trust, managing expectations, and fostering long‑term partnerships.
- Analytical Acumen: Interpreting data to uncover trends, diagnose issues, and recommend actionable improvements.
- Project Management: Coordinating cross‑functional initiatives, setting timelines, and ensuring deliverables meet quality standards.
- Communication: Clear, concise, and persuasive written and verbal communication tailored to diverse audiences.
- Adaptability: Thriving in a fast‑paced, evolving environment while maintaining focus on customer outcomes.
Career Growth & Learning Opportunities
At brighthush, we believe that your professional development is as important as the work you do. As a Senior Customer Success Manager, you will:
- Progress into leadership roles such as Director of Customer Success or Head of Enterprise Accounts.
- Participate in executive‑level strategy sessions, influencing product direction and market positioning.
- Access a robust learning ecosystem, including certifications, workshops, and mentorship programs.
- Attend industry conferences, webinars, and networking events to stay ahead of market trends.
- Benefit from a culture that rewards innovation, initiative, and results.
Work Environment & Company Culture
brighthush fosters a collaborative, inclusive, and dynamic workplace. Our values—customer obsession, continuous learning, and integrity—guide every decision. You’ll enjoy:
- Flexible work arrangements, including remote and hybrid options.
- Regular team‑building activities, hackathons, and community service projects.
- A supportive environment that encourages experimentation and celebrates successes.
- Transparent communication channels, from weekly town halls to open‑door leadership meetings.
- A focus on work‑life balance, with generous vacation policies and wellness programs.
Compensation & Perks
While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates and your expertise.
- Performance‑based bonuses tied to renewal, expansion, and customer satisfaction metrics.
- Equity or stock‑option plans to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance.
- Retirement savings plans with company matching.
- Professional development budget and tuition reimbursement.
- Paid time off, sick leave, and parental leave.
- Employee assistance programs, mental health resources, and wellness initiatives.
How to Apply
If you’re ready to lead transformative customer journeys, drive revenue growth, and thrive in a culture that values innovation and impact, we want to hear from you. Join brighthush and help us shape the future of secure collaboration for the world’s most critical industries.