Senior Customer Success Manager – Enterprise Growth Strategist & AI‑Enabled Account Leader at brighthush

About brighthush and the Future of Work

brighthush is redefining how organizations manage and optimize the most valuable asset they possess: people. From its early days as a bootstrapped startup to its current status as a venture‑capital‑free powerhouse, brighthush has empowered thousands of enterprises, nonprofits, and government agencies worldwide. By tracking over $210 billion worth of employee time, our platform delivers unprecedented workforce efficiency, profitability, and strategic resource planning. With a headquarters in San Francisco and a fully remote, U.S.‑wide team, we blend cutting‑edge technology with a culture of flexibility, inclusivity, and high impact.

Why This Role Matters

As a Senior Customer Success Manager, you will be the strategic bridge between brighthush’s AI‑driven platform and the day‑to‑day operations of our most critical clients. Your influence will shape revenue outcomes, deepen customer loyalty, and drive the adoption of next‑generation features. In an era where AI surfaces real‑time signals about account health, risk, and opportunity, you will harness data, nurture relationships, and lead executive conversations that translate insights into tangible business value.

Key Responsibilities

• Account Ownership & Growth: Own a portfolio of top‑tier accounts, steering both Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) through strategic stewardship and proactive engagement.
• Value Articulation: Translate product usage into clear, business‑impact narratives that resonate with senior stakeholders and decision‑makers, turning data into compelling stories.
• Strategic Planning: Build and maintain forward‑looking account strategies, proactively identifying risks, uncovering expansion opportunities, and aligning with each client’s long‑term objectives.
• Product Expertise: Develop deep product knowledge to establish credibility with customers, while leveraging internal subject‑matter experts for specialized insights and best‑practice guidance.
• AI‑Enabled Prioritization: Harness AI‑generated signals to prioritize high‑impact work, ensuring efficient use of time and resources in an evolving workflow landscape.
• Travel & Engagement: Travel approximately 20% of the time for client meetings, team gatherings, and company events, fostering face‑to‑face relationships and brand advocacy.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Engineering to align on roadmap priorities, feature launches, and go‑to‑market strategies.
• Data‑Driven Decision Making: Own the data pipeline for your accounts, ensuring accurate reporting, forecasting, and actionable insights for both customers and internal stakeholders.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the brand as a trusted advisor in workforce optimization.

Essential Qualifications

• Executive Presence: Demonstrated ability to command trust with senior stakeholders and lead high‑stakes conversations with confidence and poise.
• Value‑Oriented Mindset: Proven track record of linking product usage to tangible business outcomes, driving both retention and expansion.
• Portfolio Management Experience: Extensive experience owning a B2B SaaS portfolio, building account strategies, managing risk, and delivering measurable retention and growth outcomes across complex accounts.
• AI Adaptability: Passion for operating in an AI‑enabled environment, quickly adapting to evolving tools and processes.
• Industry Knowledge: Familiarity with ERP, time tracking, workforce management, or similar back‑office software is a plus.
• Expansion Success: Demonstrated success driving customer expansion through upsell, cross‑sell, or adoption‑led growth motions.
• Communication Excellence: Masterful verbal and written communication skills, capable of simplifying complex concepts for diverse audiences.
• Analytical Acumen: Proficiency in interpreting data, identifying patterns, and translating insights into actionable plans.
• Project Management: Skilled at coordinating cross‑functional initiatives, managing timelines, and delivering results on schedule.
• Resilience & Adaptability: Comfortable navigating ambiguity, handling change, and maintaining focus under pressure.

Preferred Qualifications

• Experience in the public sector or nonprofit domain, where time‑tracking and workforce optimization are critical.
• Background in consulting or professional services, providing a consultative approach to client engagement.
• Proficiency in data analytics tools (e.g., Tableau, Power BI) to surface insights and support data‑driven decision making.
• Fluency in multiple languages, enhancing communication with global clients.
• Experience with AI‑driven customer success platforms or predictive analytics.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market trends, and align account strategies with long‑term business goals.
• Relationship Building: Strong interpersonal skills that foster trust, collaboration, and long‑term partnerships.
• Negotiation & Influence: Proven ability to negotiate renewal terms, expansion deals, and partnership agreements while maintaining customer satisfaction.
• Change Management: Experience guiding clients through adoption of new processes, tools, and organizational changes.
• Technology Fluency: Comfortable navigating SaaS platforms, APIs, and integration ecosystems.
• Leadership & Mentorship: Willingness to coach junior team members and contribute to a culture of continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a culture of continuous learning and advancement. As a Senior Customer Success Manager, you will:

• Progress to Director or VP of Customer Success roles, shaping the strategic direction of our customer engagement organization.
• Lead cross‑functional initiatives, collaborating with Product, Sales, and Marketing to influence product roadmap and go‑to‑market strategies.
• Participate in leadership development programs, mentorship circles, and industry conferences to broaden your expertise.
• Access a robust learning library, including AI‑powered analytics training, advanced negotiation workshops, and executive communication courses.
• Take ownership of high‑impact projects that directly influence the next generation of brighthush features and services.

Work Environment & Company Culture

Our culture is built on the pillars of innovation, collaboration, and inclusivity. brighthush champions:

• Remote‑First Flexibility: Work from anywhere in the U.S., with flexible hours that respect work‑life balance.
• Data‑Driven Decision Making: Leverage AI and analytics to inform strategy, ensuring decisions are evidence‑based and impactful.
• Community & Impact: Engage in volunteer initiatives, sustainability projects, and partnerships that give back to society.
• Transparent Leadership: Open communication channels, regular town halls, and a flat hierarchy that encourages idea sharing.
• Recognition & Rewards: Celebrate achievements through peer recognition programs, spot bonuses, and performance‑based incentives.
• Diversity & Inclusion: A workforce that reflects the communities we serve, with initiatives that promote belonging and equal opportunity.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonuses tied to account retention, expansion, and overall customer satisfaction metrics.
• Equity options that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes, mental health resources, and wellness stipends.
• Flexible work arrangements and a supportive remote‑work infrastructure.

How to Apply

Ready to elevate your career and make a tangible impact on enterprise productivity? Submit your application through our careers portal or click the link below to explore this exciting opportunity further.

Apply to Join brighthush Today

Equal Opportunity Statement

brighthush provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other protected status. We celebrate diversity and are committed to creating an inclusive environment for all team members.

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