Senior Customer Success Manager – Enterprise Account Leadership & Strategic Client Engagement (Remote, USA)

About brighthush

brighthush is a trailblazing technology company that is redefining how businesses harness data to drive growth, streamline operations, and deliver exceptional customer experiences. With a mission to empower organizations through intelligent, cloud‑native solutions, brighthush has rapidly become a trusted partner for enterprises across finance, healthcare, retail, and manufacturing. Our culture is built on curiosity, collaboration, and a relentless focus on delivering value to our customers. Whether you’re a seasoned professional or a rising star, brighthush offers a dynamic environment where you can shape the future of customer success and make a tangible impact on our clients’ success.

Why Join brighthush?

At brighthush, we believe that the heart of our success lies in the relationships we build with our customers. As a Senior Customer Success Manager, you will be the catalyst that turns strategic accounts into long‑term partnerships. You’ll work closely with executive leaders, product teams, and support specialists to ensure our customers not only adopt our platform but also achieve measurable business outcomes. In return, we offer a competitive compensation package, equity opportunities, flexible remote work, and a culture that celebrates innovation, learning, and personal growth.

Key Responsibilities

• Onboarding & Implementation Leadership: Design and execute a seamless onboarding roadmap for each enterprise client, coordinating with product, engineering, and support teams to ensure timely configuration, data migration, and user adoption.
• Enterprise Account Management: Serve as the primary point of contact for up to 75 high‑value, strategic accounts, managing day‑to‑day relationships, setting expectations, and driving overall account health.
• Executive Business Reviews (EBRs): Lead quarterly EBRs with C‑suite stakeholders, presenting performance metrics, aligning on future goals, and recommending actionable next steps that deliver tangible ROI.
• Health Monitoring & Risk Mitigation: Continuously analyze health signals—usage data, support tickets, renewal dates—and proactively identify at‑risk accounts. Develop and execute mitigation plans, escalating to leadership when necessary.
• Renewal & Expansion Management: Partner with the sales and product teams to identify upsell opportunities, negotiate renewal terms, and secure long‑term contracts that reflect the value delivered.
• Escalation & Issue Resolution: Own the resolution of high‑impact escalations, coordinating cross‑functional resources to resolve issues swiftly while maintaining customer trust.
• Adoption & Engagement Champion: Drive adoption through targeted training sessions, best‑practice workshops, and continuous engagement initiatives that help customers unlock the full potential of our platform.
• Data‑Driven Insights: Leverage analytics to surface insights, create dashboards, and share actionable recommendations with both customers and internal stakeholders.
• Process Improvement: Identify gaps in the customer success workflow, propose enhancements, and collaborate with product and engineering to iterate on features that better serve enterprise needs.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related discipline.
• Minimum of 5 years of experience in account management, customer success, or a closely related client‑facing role.
• Proven track record managing a portfolio of high‑value accounts, consistently meeting or exceeding retention and health metrics.
• Experience coordinating cross‑functional teams to resolve complex issues and support renewals.
• Strong technical aptitude with the ability to quickly master evolving software and troubleshoot complex problems.
• Demonstrated ability to lead executive‑level business reviews and steer strategic conversations.
• Proficiency in using health data and customer signals to identify risk early and implement corrective actions.
• Exceptional communication and interpersonal skills, capable of building rapport quickly and handling difficult conversations with tact.
• Excellent organizational and time‑management skills, adept at juggling multiple priorities and meeting tight deadlines.

Preferred Qualifications

• Experience in a SaaS or cloud‑based product environment.
• Background in the financial services, healthcare, or manufacturing sectors.
• Knowledge of data analytics tools such as Tableau, Power BI, or Looker.
• Previous exposure to enterprise‑level contract negotiations and renewal processes.
• Certifications in Customer Success Management (CSM) or related fields.

Core Skills & Competencies

• Strategic Thinking & Vision
• Customer Advocacy & Relationship Building
• Data Analysis & Insight Generation
• Project Management & Execution
• Conflict Resolution & Negotiation
• Change Management & Adoption Enablement
• Cross‑Functional Collaboration
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Senior Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders in Customer Success, Product, and Sales.
• Regular training on the latest industry trends, customer success methodologies, and technical product updates.
• Opportunities to transition into specialized roles such as Customer Success Leadership, Product Management, or Enterprise Sales.
• Participation in cross‑departmental initiatives that shape the future of our platform and customer experience.
• Annual performance reviews that align your growth trajectory with company objectives.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model empowers you to work from any location in the USA, while our virtual town halls, hackathons, and peer‑learning sessions keep the team connected and engaged. We celebrate diversity, encourage experimentation, and reward ideas that drive customer success and business growth.

Compensation, Perks, & Benefits

• Competitive Base Salary: Market‑aligned compensation commensurate with experience.
• Equity Opportunities: Eligible for equity awards based on performance, tenure, and role impact.
• Remote Work Flexibility: Work from any location in the USA with a flexible schedule that supports work‑life balance.
• Health & Wellness: Comprehensive medical, dental, and vision plans, along with mental health resources.
• Professional Development: Reimbursement for certifications, conferences, and courses.
• Paid Time Off: Generous vacation, sick leave, and personal days.
• Technology Stipend: Allowance for home office equipment and internet.
• Team Building & Events: Annual retreats, virtual team‑building activities, and community service opportunities.

How to Apply

If you are passionate about driving customer success, thrive in a fast‑paced environment, and want to be part of a company that values innovation and impact, we encourage you to apply. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Customer Success Manager role at brighthush.

Join brighthush and help us transform the way enterprises achieve success through data‑driven insights and unparalleled customer experience.