Senior Customer Success Manager – Enterprise Key Accounts, Strategic Relationship Leadership, Revenue Growth & Product Advocacy at brighthush

About brighthush

brighthush is on a mission to transform how modern organizations orchestrate their entire workforce. By unifying payroll, benefits, IT provisioning, application integration, and the full employee lifecycle onto a single, cloud‑native platform, we eliminate the fragmented, manual processes that hinder growth. Our technology delivers instant, automated workflows that free teams to focus on innovation, culture, and delivering exceptional customer experiences.

Founded in San Francisco, CA, brighthush has raised $450 million from leading venture capital partners and is consistently recognized as one of the fastest‑growing, most employee‑centric startups in the United States. Our culture is built on transparency, collaboration, and a relentless commitment to continuous learning. We pride ourselves on being a place where bold ideas are encouraged, diverse perspectives are celebrated, and every employee has a clear path to impact.

At brighthush, we view our customers as true partners. Success is measured not just by product adoption, but by the measurable business outcomes we help our clients achieve. If you are passionate about guiding enterprise‑level organizations to unlock the full potential of their workforce, you will find a home here.

Why This Role Matters

The Senior Customer Success Manager – Enterprise Key Accounts is the linchpin between our most strategic customers and the internal teams that build and support the platform. You will act as a trusted advisor, championing the customer’s business objectives while influencing product direction, driving revenue expansion, and safeguarding long‑term relationships. Your work directly contributes to brighthush’s Net Revenue Retention (NRR) goals and helps shape the future of workforce management technology.

Key Responsibilities

Strategic Client Engagement & Executive Relationship Management

• Develop and nurture deep, strategic relationships with C‑suite executives, HR leaders, and IT decision‑makers across 3–4 high‑value enterprise accounts.
• Serve as the primary point of contact, delivering a “white‑glove” experience that reflects brighthush’s commitment to excellence.
• Conduct quarterly on‑site visits or immersive virtual deep‑dives to review business alignment, surface new opportunities, and reinforce partnership value.
• Facilitate executive steering committees, ensuring senior stakeholders are regularly updated on progress, ROI, and upcoming initiatives.

Revenue Growth & Expansion Planning

• Partner with the Named Accounts Manager to identify, qualify, and close upsell and cross‑sell opportunities that align with each client’s strategic roadmap.
• Design and present customized expansion plans that illustrate clear business outcomes, financial impact, and timeline.
• Collaborate with Product, Engineering, and Solutions Architecture to craft tailored configurations, proof‑of‑concepts, and pilots that accelerate adoption.
• Own the pipeline for expansion revenue, forecasting accurately and reporting progress to senior leadership.

Product Advocacy & Feedback Loop

• Act as the voice of the customer within brighthush’s product organization, delivering detailed, actionable feedback that shapes roadmap priorities.
• Lead the end‑to‑end lifecycle of client‑initiated feature requests—from ideation, through prioritization, to delivery—ensuring transparent communication at every stage.
• Organize and moderate monthly product advisory sessions with senior product managers, engineering leads, and client stakeholders.
• Develop and maintain a “customer impact scorecard” that quantifies how product enhancements drive client success.

Retention, Renewal & Risk Management

• Own the renewal process for each key account, articulating tangible ROI, cost‑benefit analyses, and future value propositions.
• Proactively identify churn risk indicators, develop mitigation plans, and coordinate cross‑functional resources to address concerns before they become escalations.
• Provide executive sponsors with weekly health dashboards, renewal risk assessments, and strategic recommendations.
• Leverage success stories and case studies to turn satisfied customers into referenceable advocates and industry champions.

Incident Management & Escalation Leadership

• Serve as the senior escalation point for critical incidents affecting key accounts, coordinating rapid response across Support, Engineering, and Product.
• Deliver comprehensive root‑cause analyses (RCAs) and post‑mortem action plans, ensuring transparency and continuous improvement.
• Maintain proactive communication with clients throughout high‑impact events, reinforcing trust and confidence in brighthush’s reliability.
• Implement preventive measures and best‑practice guidelines to reduce recurrence of similar incidents.

Reporting, Analytics & Executive Business Reviews

• Generate high‑level, data‑driven reports on account health, product adoption, usage trends, and financial performance for both clients and internal leadership.
• Lead quarterly business reviews (QBRs) with executive stakeholders, highlighting key metrics, risk areas, growth opportunities, and strategic recommendations.
• Utilize advanced analytics tools to surface insights that drive proactive engagement and value‑based conversations.
• Maintain an up‑to‑date account plan repository that documents goals, milestones, success criteria, and stakeholder maps.

Success Metrics & KPIs

• Adoption & Utilization: Increase active user counts and feature adoption rates across the brighthush suite for each assigned account.
• Revenue Retention & Expansion: Meet or exceed Net Revenue Retention (NRR) targets, achieve upsell/cross‑sell quotas, and minimize churn.
• Customer Satisfaction: Maintain CSAT and NPS scores above 90%, and develop at least three referenceable accounts per year.
• Executive Engagement: Conduct quarterly on‑site or virtual executive business reviews with 100% participation from key stakeholders.
• Issue Resolution: Resolve critical escalations within agreed Service Level Agreements (SLAs) and deliver RCA documentation within 48 hours.

Ideal Candidate Profile

• Experience: Minimum 6 years of experience in client management, technical account management, or enterprise customer success within a high‑growth SaaS environment.
• Industry Knowledge: Familiarity with workforce management, HR technology, or related enterprise software ecosystems is a strong plus.
• Technical Acumen: Ability to understand complex integrations, data flows, and API‑based solutions; comfortable discussing technical architecture with engineers.
• Strategic Mindset: Proven track record of developing and executing strategic account plans that drive measurable business outcomes.
• Communication Skills: Exceptional written and verbal communication, capable of presenting to C‑suite audiences and translating technical concepts into business value.
• Collaboration: Demonstrated success working cross‑functionally with Product, Engineering, Sales, and Support to deliver integrated solutions.
• Travel Flexibility: Willingness to travel at least once per quarter to client sites or brighthush offices (travel expenses covered).
• Education: Bachelor’s degree in Business, Computer Science, Human Resources, or a related field; advanced degree or relevant certifications (e.g., PMP, CSPO) are advantageous.

Core Skills & Competencies

• Strategic account planning and execution
• Advanced relationship‑building and stakeholder management
• Data‑driven decision making and KPI tracking
• Negotiation, upsell, and renewal expertise
• Strong problem‑solving and critical‑thinking abilities
• Proficiency with CRM and CS platforms (e.g., Salesforce, Gainsight)
• Excellent presentation and storytelling capabilities
• Adaptability in fast‑changing, high‑growth environments

Work Environment & Culture at brighthush

brighthush embraces a hybrid work model that balances the energy of in‑office collaboration with the flexibility of remote work. Employees within a 40‑mile radius of a brighthush office are encouraged to work on‑site at least three days a week to foster spontaneous idea exchange, mentorship, and team bonding. For those outside this radius, we provide robust virtual collaboration tools and occasional travel opportunities to ensure inclusion.

Our culture is built on four pillars:

• Collaboration: Open communication channels, cross‑functional project teams, and regular “innovation sprints” that invite every voice to contribute.
• Transparency: Company‑wide OKR sharing, quarterly town halls, and clear visibility into product roadmaps and financial performance.
• Continuous Learning: Generous professional development budgets, internal “learning labs,” mentorship programs, and support for industry certifications.
• Diversity, Equity & Inclusion: Active employee resource groups, inclusive hiring practices, and a commitment to creating a workplace where every individual feels valued.

Compensation, Perks & Benefits

We offer a market‑competitive total rewards package designed to attract and retain top talent:

• Base Salary: Aligned with senior customer success roles in the Bay Area and adjusted for geographic location.
• Performance Bonuses: Quarterly incentive plans tied to NRR, CSAT, and expansion targets.
• Equity: Stock options that give you a direct stake in brighthush’s long‑term success.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; mental health resources; on‑site fitness classes (where applicable).
• Paid Time Off: Generous vacation policy, paid parental leave, and flexible holidays.
• Remote Work Stipend: Monthly allowance for home office equipment and internet.
• Learning & Development: Annual budget for conferences, courses, and certifications; internal speaker series and knowledge‑sharing sessions.
• Employee Recognition: Quarterly awards, peer‑nominated accolades, and celebration of milestones.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior Customer Success Manager, you will have access to:

• Leadership pathways toward Director of Customer Success, VP of Customer Experience, or General Management roles.
• High‑visibility projects such as global product launches, enterprise‑wide adoption programs, and customer advocacy initiatives.
• Mentorship opportunities—both as a mentor to junior TAMs and as a mentee learning from senior executives.
• Cross‑functional rotations that broaden expertise in Product Management, Engineering, Sales, and Marketing.
• Speaking engagements at industry conferences, webinars, and thought‑leadership panels, positioning you as a recognized expert in workforce technology.

Why Join brighthush?

Joining brighthush means becoming part of a purpose‑driven organization that is reshaping the future of work. You will collaborate with some of the brightest minds in SaaS, benefit from a culture that rewards initiative, and have the autonomy to make decisions that directly impact both our customers and the company’s growth. If you thrive in fast‑paced environments, love solving complex problems, and are eager to champion enterprise success, we want you on our team.

How to Apply

Ready to elevate your career and make a lasting impact on the world of workforce management? Submit your resume, cover letter, and any relevant work samples through our career portal. We look forward to learning how your expertise can help brighthush and our enterprise partners achieve new heights.