Senior Customer Success Manager – Enterprise Key Accounts & Strategic Growth Leader

About brighthush

brighthush is a trailblazing technology company at the forefront of the SaaS industry, delivering cutting‑edge solutions that empower businesses to streamline operations, unlock insights, and accelerate growth. With a culture rooted in innovation, customer obsession, and data‑driven decision making, brighthush has rapidly expanded its footprint across multiple verticals, earning a reputation for excellence and a loyal base of high‑value enterprise clients. As we continue to scale, we are looking for a seasoned Customer Success Manager who can elevate our client relationships, drive revenue expansion, and champion the success of our most strategic accounts.

Why This Role Matters

In the fast‑paced world of SaaS, the Customer Success Manager (CSM) is the linchpin that transforms a one‑time sale into a long‑term partnership. The CSM not only ensures that customers achieve their desired outcomes but also identifies opportunities for upsell, cross‑sell, and renewal, directly impacting the company’s revenue trajectory. At brighthush, the CSM for Key Accounts is a strategic advisor, a data analyst, and a trusted partner—all rolled into one. This role is pivotal in maintaining our high customer satisfaction scores, reducing churn, and fostering advocacy among our enterprise clientele.

Key Responsibilities

• Strategic Account Planning: Develop and execute comprehensive account plans that translate customer goals into actionable initiatives, ensuring measurable value delivery.
• Relationship Building: Cultivate trusted, long‑term relationships with senior executives and key stakeholders across client organizations, influencing adoption, expansion, and multi‑year partnership alignment.
• Revenue Growth: Identify, qualify, and close upsell and cross‑sell opportunities through consultative recommendations and value‑based selling, contributing directly to quarterly revenue targets.
• Data‑Driven Insight: Analyze customer data, usage trends, and performance benchmarks to uncover insights, risks, and opportunities; partner with Strategy teams to deliver data‑driven recommendations.
• Renewal & Forecasting: Lead renewal forecasting, risk mitigation, and commercial conversations to meet and exceed renewal targets, ensuring accurate, up‑to‑date forecasts in Salesforce.
• Strategic Advisory: Serve as a strategic advisor with advanced knowledge of marketing strategies, competitive landscapes, and product differentiation, guiding customers toward optimal outcomes.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Customer Support to ensure seamless customer experiences and advocate for customer needs across the organization.
• Escalation Management: Manage escalations with sound judgment, ensuring timely resolution and clear communication across internal and external stakeholders.
• Thought Leadership: Represent brighthush at customer meetings, industry events, and association conferences (up to 10% travel), positioning the company as a thought leader in the industry.
• Continuous Improvement: Participate in internal program meetings, contribute insights that support the broader Customer Success organization, and champion best practices.

Essential Qualifications

• Minimum 5 years of experience in Customer Success or revenue‑driving, customer‑facing roles, ideally within a SaaS environment.
• 2+ years of experience generating, qualifying, negotiating, and closing upsell/cross‑sell opportunities.
• Proficiency with Salesforce or similar CRM platforms.
• Bachelor’s or Master’s degree preferred.

Preferred Qualifications & Expertise

• Experience managing a portfolio of ~40 enterprise‑level B2B accounts with complex organizational structures.
• Proven ability to own renewals and expansions, including forecasting, risk mitigation, and value‑based selling in partnership with Sales.
• Strong executive presence with the ability to influence and engage senior leaders across a matrixed organization.
• Advanced understanding of marketing strategies, competitive landscapes, and product differentiation.
• Industry certifications (e.g., NARPM, CAI) highly desired.
• 5+ years of experience in a SaaS environment with a strong understanding of subscription economics, customer lifecycle, and value realization.
• Ability to translate technical, operational, and business concepts depending on customer needs and product usage.
• 5+ years of experience partnering with Sales, Product, Marketing, and Customer Support to drive customer outcomes.
• Experience providing customer insights to internal teams to inform product development and go‑to‑market strategy.
• Ability to analyze customer data, usage patterns, and business metrics to identify risks, opportunities, and expansion potential.
• Excellent written, verbal, and interpersonal communication skills, including the ability to present to executive audiences.
• Strong relationship‑building skills with the ability to become a trusted advisor to customers and internal stakeholders.
• Strong organizational and time‑management skills with the ability to prioritize a high‑volume, high‑touch book of business.
• Detail‑oriented, self‑motivated, and proactive with consistent follow‑through.
• Willingness to attend industry events, trade shows, and association meetings (including evenings/weekends as needed).

Skills & Competencies

• Strategic Thinking & Planning
• Customer Advocacy & Relationship Management
• Revenue Growth & Upsell Expertise
• Data Analysis & Insight Generation
• Cross‑Functional Collaboration & Influence
• Problem Solving & Escalation Management
• Communication & Presentation Skills
• CRM & Customer Success Platform Proficiency
• Time Management & Prioritization
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Customer Success Manager II, you will have access to:

• Structured mentorship programs with senior leaders in Customer Success, Sales, and Product.
• Internal mobility pathways to senior CSM, Director of Customer Success, or Product Management roles.
• Annual learning budget for certifications, conferences, and workshops.
• Access to a knowledge hub featuring best practices, case studies, and industry research.
• Opportunities to lead cross‑functional initiatives, shaping the future of our customer success strategy.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and innovation. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly all‑hands meetings and quarterly town halls.
• Real‑time collaboration tools (Slack, Teams, Confluence).
• Regular virtual coffee chats and cross‑team knowledge sharing.
• A commitment to work‑life balance, with flexible hours and generous paid time off.
• An inclusive environment that celebrates diversity, equity, and belonging.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent. While specific compensation may vary based on location, experience, and qualifications, the role typically includes:

• Base salary range: $61,401 – $104,603 per year (USD).
• Performance‑based bonus tied to individual and company goals.
• Health, dental, and vision insurance plans.
• 401(k) retirement savings plan with company match.
• Paid time off (PTO), holidays, and sick leave.
• Professional development stipend and access to online learning platforms.
• Employee stock purchase plan (ESPP) and equity options.
• Wellness programs, including gym memberships and mental health resources.
• Annual company retreats and team‑building events.

Travel & Physical Requirements

Up to 10% travel is expected for client meetings, industry events, and conferences. The role requires occasional standing, walking, and use of a personal computer. Candidates should be comfortable with a dynamic work environment and occasional evening or weekend commitments for client needs.

How to Apply

If you are a strategic thinker, data‑driven problem solver, and passionate advocate for customer success, we invite you to join brighthush’s mission to transform the SaaS landscape. Submit your application through our careers portal, and let’s explore how your expertise can help shape the future of enterprise customer success.

Equal Opportunity Employer

brighthush is an equal opportunity employer committed to creating an inclusive environment for all employees. We celebrate diversity and encourage applicants from all backgrounds to apply.