Senior Customer Success Manager – Enterprise Account Leadership & Strategic Growth Partner at brighthush
About brighthush
brighthush is a trailblazing technology company that empowers real‑estate professionals to create, manage, and showcase property media at scale. By combining cutting‑edge cloud infrastructure with intuitive media workflows, we help agencies, brokers, and developers deliver immersive experiences that drive engagement, accelerate sales, and elevate brand perception. Our mission is simple: make every property story vivid, accessible, and impactful for buyers, sellers, and investors worldwide.
At brighthush, we believe that customer success is the cornerstone of sustainable growth. Our Customer Success team is the bridge between our platform and the people who use it every day. We partner with clients from the moment they sign on, through launch, and into long‑term adoption, ensuring they extract maximum value and achieve their business objectives. If you thrive on building relationships, solving complex problems, and turning data into actionable insights, brighthush offers a dynamic environment where your impact is felt across the industry.
About the Role
As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for our largest and most strategic enterprise accounts. You will own the full customer lifecycle—from onboarding and launch to ongoing adoption and renewal—ensuring that each client not only succeeds but also becomes a vocal advocate for our platform. Your influence will shape product enhancements, inform sales strategies, and drive the overall customer experience.
Key Responsibilities
- Onboarding & Launch Excellence: Design and execute customized onboarding roadmaps for each new account, coordinating configuration, data migration, and training sessions across cross‑functional teams.
- Enterprise Relationship Management: Serve as the primary point of contact for up to 75 high‑value accounts, managing day‑to‑day communication, strategic planning, and executive engagement.
- Executive Business Reviews (EBRs): Lead quarterly EBRs with C‑suite stakeholders, presenting performance metrics, aligning on future goals, and recommending actionable next steps that drive measurable ROI.
- Health Monitoring & Risk Mitigation: Continuously analyze health dashboards, usage patterns, and support tickets to identify early warning signs of churn, then develop and execute proactive mitigation plans.
- Renewal & Expansion Leadership: Partner with Sales to identify upsell opportunities, negotiate renewal terms, and secure multi‑year contracts that reflect the value delivered.
- Escalation & Issue Resolution: Own the resolution of high‑impact escalations, collaborating with Support, Product, and Engineering to deliver timely, satisfactory outcomes.
- Adoption & Engagement Advocacy: Conduct regular training workshops, webinars, and best‑practice sessions to deepen product usage and surface new features that align with client goals.
- Feedback Loop & Product Advocacy: Capture customer insights and translate them into actionable product roadmap items, ensuring that brighthush evolves in line with market demands.
- Data‑Driven Decision Making: Leverage analytics to report on key metrics such as Net Promoter Score, churn rate, and feature adoption, presenting findings to senior leadership.
Essential Qualifications
- Minimum of 5 years of experience in account management, customer success, or a related client‑facing role within a SaaS or technology organization.
- Proven track record managing a portfolio of high‑value enterprise accounts, consistently meeting or exceeding retention and health targets.
- Strong technical aptitude with the ability to quickly master evolving software platforms and troubleshoot complex issues.
- Experience leading executive‑level business reviews and steering strategic conversations with C‑suite stakeholders.
- Demonstrated ability to use data and health signals to proactively identify risk and implement turnaround strategies.
- Excellent communication and interpersonal skills, with a knack for building rapport rapidly and handling difficult conversations with tact and empathy.
- Exceptional organizational and time‑management skills, capable of juggling multiple priorities and tight deadlines in a fast‑paced environment.
- Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent professional experience).
Preferred Qualifications
- Experience in the real‑estate media or property technology sector.
- Background in data analytics or experience working closely with product analytics teams.
- Knowledge of cloud‑based media workflows and digital asset management.
- Previous exposure to equity‑based compensation structures and a strong understanding of how to align personal performance with company growth.
- Fluency in multiple languages, especially those relevant to our global client base.
Skills & Competencies
- Strategic Thinking: Ability to see the big picture while managing day‑to‑day operational details.
- Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
- Analytical Acumen: Proficiency in interpreting dashboards, KPIs, and customer data to inform decisions.
- Influence & Negotiation: Skilled at persuading stakeholders, negotiating contracts, and driving consensus.
- Collaboration: Comfortable working with Sales, Support, Product, Engineering, and Finance to achieve shared goals.
- Adaptability: Thrives in a dynamic environment where priorities shift rapidly.
- Leadership: Inspires and mentors junior team members, fostering a culture of continuous improvement.
Career Growth & Development
At brighthush, we are committed to nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you will have the opportunity to progress to roles such as Customer Success Director, Head of Enterprise Success, or even Chief Customer Officer, depending on your ambition and performance. We invest heavily in professional development through mentorship programs, leadership training, and access to industry conferences. Your growth is our priority.
Work Environment & Culture
brighthush embraces a distributed work model that empowers employees to work from anywhere in the United States. We provide the tools, resources, and support needed to stay connected, productive, and engaged—whether you’re in a bustling city or a quiet suburb. Our culture is built on transparency, collaboration, and a relentless focus on customer impact. We celebrate diversity, encourage innovation, and reward those who bring fresh ideas to the table.
Compensation & Benefits
We offer a competitive base salary that aligns with market standards for senior customer success roles. In addition, you will be eligible for equity awards that reflect your contribution to brighthush’s growth. Our benefits package includes:
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Generous paid time off and flexible holiday scheduling.
- Unlimited learning budget for courses, certifications, and conferences.
- Wellness stipend and mental health resources.
- Regular team‑building events and virtual happy hours.
Remote employees are supported with a stipend to set up a home office and access to a virtual coworking platform that keeps the team connected.
How to Apply
If you are ready to take your customer success career to the next level and help shape the future of real‑estate media, we encourage you to apply today. Join brighthush and become part of a team that is redefining how the world experiences property.
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Equal Opportunity Statement
brighthush is an equal opportunity employer committed to fostering an inclusive, innovative environment where all employees can thrive. We do not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.
Los Angeles County Applicants
Job duties for this position include working safely and cooperatively with other employees, supervisors, and staff; adhering to standards of excellence despite stressful conditions; communicating effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and following all federal, state, and local laws and brighthush policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the brighthush reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.