Senior Customer Success Manager – Enterprise Account Leadership & Growth Strategy at brighthush

About brighthush

brighthush is a trailblazing AI‑powered platform that seamlessly connects people, systems, data, and intelligent automation to help businesses deliver unforgettable customer experiences. With a global footprint and a culture rooted in innovation, collaboration, and continuous learning, brighthush empowers organizations to transform their customer journeys, drive measurable business outcomes, and stay ahead in an ever‑evolving digital landscape.

Why Join brighthush?

At brighthush, we believe that the heart of any successful technology solution lies in the relationships we build with our customers. As a Senior Customer Success Manager, you will be at the forefront of that mission, guiding enterprise clients through strategic adoption, growth, and innovation. You’ll work alongside a passionate team of data scientists, product leaders, and customer advocates, all committed to delivering value and fostering long‑term partnerships.

Key Responsibilities

• Strategic Account Leadership: Own a portfolio of high‑value enterprise accounts, serving as the primary point of contact for all customer success initiatives.
• Customer Adoption & Enablement: Drive adoption of brighthush’s AI‑powered solutions through tailored onboarding, training, and best‑practice workshops.
• Business Reviews & Health Scoring: Conduct quarterly business reviews (QBRs) to assess account health, identify upsell opportunities, and align on future roadmaps.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to ensure a seamless customer experience from pre‑sale to post‑sale.
• Data‑Driven Insights: Leverage CRM and analytics platforms to monitor usage patterns, forecast churn risks, and recommend proactive actions.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer advisory boards, positioning the brand as a trusted partner.
• Continuous Improvement: Identify process gaps, propose enhancements, and champion a culture of continuous improvement within the Customer Success organization.

Essential Qualifications

• Minimum 6 years of progressive experience in Customer Success, Account Management, or related roles within enterprise technology environments.
• Proven track record of managing complex, multi‑stakeholder relationships and delivering measurable business outcomes.
• Strong business acumen with the ability to translate data insights into actionable strategies.
• Advanced proficiency in CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Exceptional communication skills—both written and verbal—across all organizational levels.
• Comfortable traveling up to 30% of the time to meet with key stakeholders and attend industry events.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.

Preferred Qualifications

• Experience working with AI or data‑driven customer experience platforms.
• Knowledge of SaaS metrics such as Net Promoter Score (NPS), Customer Lifetime Value (CLV), and churn analysis.
• Project management certification (PMP, Agile, or similar) or demonstrated ability to manage cross‑functional initiatives.
• Fluency in additional languages (e.g., Spanish, Mandarin) is a plus.

Skills & Competencies

• Strategic Thinking: Ability to develop long‑term account plans that align with both customer goals and brighthush’s product roadmap.
• Analytical Mindset: Proficiency in interpreting usage data, financial metrics, and market trends to inform decision‑making.
• Relationship Building: Talent for building trust and rapport with C‑suite executives, product owners, and technical teams.
• Problem Solving: Creative and decisive approach to resolving complex customer challenges.
• Collaboration: Strong teamwork skills, with a proven ability to influence stakeholders across multiple departments.
• Adaptability: Comfortable navigating a fast‑paced, evolving technology landscape and adjusting strategies accordingly.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Senior Customer Success Manager, you will:

• Progress into leadership roles such as Director of Customer Success or VP of Customer Experience.
• Participate in executive‑level mentorship programs and leadership training.
• Attend industry conferences, workshops, and hackathons to stay at the cutting edge of customer experience technology.
• Contribute to product strategy sessions, influencing the next generation of AI‑driven solutions.
• Access a robust learning library, including certifications in Salesforce, Gainsight, and AI fundamentals.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote‑first model empowers you to work from anywhere in the United States—whether you’re based in Virginia, Nevada, Utah, or Oregon—while staying connected through collaborative tools, regular virtual town halls, and quarterly in‑person retreats.

We celebrate diversity and encourage every team member to bring their authentic self to work. Our culture is built on:

• Open Communication: Transparent decision‑making and frequent feedback loops.
• Continuous Learning: Dedicated budget for courses, certifications, and conferences.
• Work‑Life Balance: Flexible schedules, generous paid time off, and a focus on mental well‑being.
• Community Impact: Volunteer days, sustainability initiatives, and partnerships with local nonprofits.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, motivate, and retain top talent:

• Base Salary: $104,000 – $183,000 per year, commensurate with experience and performance.
• Performance Bonus: Annual bonus tied to individual and company goals.
• Equity: Stock options to share in brighthush’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including telehealth services.
• Retirement: 401(k) plan with company matching.
• Paid Time Off: Generous PTO, sick leave, and parental leave policies.
• Professional Development: Annual budget for courses, certifications, and industry events.
• Remote Work Perks: Home office stipend, high‑speed internet reimbursement, and ergonomic support.

How to Apply

If you’re ready to lead enterprise customer success, drive adoption of cutting‑edge AI solutions, and shape the future of customer experience, we want to hear from you. Submit your application through our careers portal and join a team that values innovation, collaboration, and impact.