Senior Customer Success Manager – Enterprise Portfolio & AI‑Enabled Workforce Transformation at brighthush
Why brighthush?
At brighthush we believe that skills are the engine of sustainable growth. In a world where change is constant and the line between human talent and artificial intelligence is blurring, our mission is to empower every organization—and every learner—to turn disruption into opportunity. By unifying learning, real‑time skills intelligence, and workforce insights, brighthush helps enterprises build a Skillforce™—a collaborative ecosystem of people and AI that drives measurable business outcomes.
Trusted by thousands of global brands, including a majority of the Fortune 1000, brighthush serves more than 100 million learners worldwide. Our AI‑native platform delivers personalized, interactive learning experiences across leadership, technology, compliance, and emerging skill sets. As a Senior Customer Success Manager you will be at the heart of this transformation, guiding enterprise customers to unlock the full value of our solutions.
Role Overview
The Senior Customer Success Manager at brighthush is a strategic advisor who partners with learning, talent, HR, and business leaders to translate workforce priorities into concrete success plans. You will own the end‑to‑end customer journey—from onboarding through adoption, value realization, expansion readiness, and renewal—while orchestrating cross‑functional teams across Sales, Professional Services, Product, and Support. Your work will directly influence how organizations upskill their people, embed AI into daily workflows, and achieve measurable performance improvements.
Key Responsibilities
Strategic Customer Leadership
- Act as a trusted advisor to C‑suite and senior functional leaders, aligning brighthush’s learning and skills solutions with the customer’s strategic business outcomes.
- Develop and maintain detailed customer success plans that include clear goals, milestones, success metrics, owners, and review cadences.
- Partner with customers to design skills‑based workforce strategies that close capability gaps using brighthush’s learning, coaching, and skills‑intelligence capabilities.
- Facilitate executive workshops and strategy sessions that translate platform insights into actionable recommendations.
Value Realization & Business Outcomes
- Guide customers through implementation, launch, promotion, adoption, and continuous optimization of their learning and skilling programs.
- Lead adoption of AI‑powered experiences and platform evolutions, creating stakeholder engagement plans and success measures that reflect changing business needs.
- Analyze engagement, adoption, skills, and outcome data to surface trends, produce actionable insights, and craft compelling value narratives for both operational and executive audiences.
- Conduct outcome‑focused business reviews that assess progress against strategy, highlight risks and opportunities, and define next‑step priorities.
- Articulate brighthush’s value proposition, linking learning and skills development to workforce readiness, competitive differentiation, and revenue growth.
Retention, Growth, and Account Health
- Own the health of a portfolio of 30+ enterprise customers (up to a $7 M book of business), proactively identifying adoption barriers, risk signals, and churn indicators.
- Drive renewal readiness and expansion by understanding each customer’s maturity, outcomes, and evolving business objectives.
- Identify white‑space opportunities, collaborate with Account Executives on account strategy, and lead expansion motions that increase net revenue retention.
- Maintain accurate, up‑to‑date records of customer plans, health assessments, risks, outcomes, and opportunities in brighthush’s CRM and success platforms.
Cross‑Functional Orchestration & Customer Advocacy
- Serve as the customer’s voice across Sales, Solutions, Product, Professional Services, Support, and other internal teams to ensure coordinated execution.
- Lead resolution of complex issues, ensuring clear ownership, transparent communication, and timely follow‑through for both customers and internal stakeholders.
- Capture and communicate customer feedback, market insights, and product enhancement requests to drive continuous improvement of brighthush’s offerings.
- Stay current on digital learning, AI, workforce trends, and emerging technologies, applying relevant insights to enrich customer conversations.
Essential Qualifications
- 8+ years of experience in Customer Success, Account Management, Consulting, Sales, or Professional Services within enterprise software, digital learning, talent, or HR technology.
- Bachelor’s degree in Business, Education, or a related field, or equivalent professional experience.
- Proven track record managing a high‑volume portfolio of 30+ enterprise customers with a combined book of business of up to $7 M.
- Demonstrated ability to advise senior leaders on learning, talent, upskilling, and business transformation priorities.
- Deep understanding of digital learning ecosystems, skills taxonomies, competency development, and talent management frameworks.
- Strong analytical skills—ability to interpret engagement, adoption, and outcome data and translate it into concise, compelling value stories.
- Commercial acumen with experience influencing account strategy, identifying growth signals, and supporting retention and expansion initiatives.
- Exceptional executive communication, consulting, facilitation, presentation, and relationship‑management abilities.
- Effective project and stakeholder management, capable of prioritizing across a complex portfolio and delivering with clear follow‑through.
- Critical thinking, problem‑solving, and decision‑making skills that balance data‑driven insights with agile, solution‑focused action.
- Adaptability to evolving customer strategies, platform capabilities, and organizational priorities.
Preferred Skills & Experience
- Hands‑on experience with Salesforce CRM and customer‑success platforms such as ChurnZero, Gainsight, or similar tools.
- Working knowledge of technology and developer skill sets, current AI trends, and their relevance to workforce development.
- Advanced proficiency in PowerPoint, Excel, Word, and Outlook for creating executive‑level presentations and reports.
- Experience collaborating with distributed teams and engaging stakeholders across the ANZ region (Australia & New Zealand) or comparable geographies.
Success Metrics
Performance in this role will be measured by a combination of quantitative and qualitative indicators, including:
- Net Revenue Retention (NRR) and expansion revenue generated from the assigned portfolio.
- Customer adoption rates, measured by active users, course completions, and skill‑assessment scores.
- Executive sponsorship health—frequency and quality of executive engagements and strategic alignment sessions.
- Risk mitigation effectiveness—early identification and resolution of churn signals.
- Customer satisfaction (CSAT) and Net Promoter Score (NPS) trends over time.
- Quality and timeliness of business reviews, success plans, and documented outcomes.
Culture & Work Environment at brighthush
brighthush is built on a culture of curiosity, collaboration, and continuous learning. We celebrate diversity of thought and background, believing that a wide range of perspectives fuels innovation. Our teams operate in a hybrid model that blends the flexibility of remote work with the energy of in‑person collaboration when needed. Employees enjoy:
- Access to brighthush’s full suite of learning resources, including leadership, technology, and compliance pathways.
- Regular “innovation days” where teams experiment with emerging AI tools and share findings across the organization.
- A supportive mentorship program that pairs senior leaders with emerging talent for career acceleration.
- Transparent communication channels—from weekly town halls to open‑door leadership sessions.
- Recognition programs that celebrate customer‑impact milestones, cross‑functional teamwork, and personal growth achievements.
Compensation, Perks & Benefits
While exact figures will be discussed during the interview process, successful candidates can expect a competitive base salary, performance‑based bonuses, and equity participation. Additional benefits include:
- Comprehensive health, dental, and vision coverage for you and your dependents.
- Generous paid time off, parental leave, and flexible holiday policies.
- Retirement savings plans with company matching contributions.
- Professional development stipend for certifications, conferences, and advanced training.
- Wellness programs, including virtual fitness classes, mental‑health resources, and ergonomic home‑office allowances.
- Employee assistance programs and financial counseling services.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is limited only by your ambition. As a Senior Customer Success Manager you will have clear pathways to:
- Lead a team of Customer Success Managers as a Director or Group Manager.
- Transition into Product Management, leveraging deep customer insights to shape the next generation of AI‑driven learning solutions.
- Specialize in strategic accounts, becoming a Global Account Lead for marquee enterprise clients.
- Participate in brighthush’s internal “Leadership Academy,” a curated curriculum designed to fast‑track high‑potential talent into senior leadership roles.
How to Apply
If you are passionate about driving measurable business outcomes through skills development, thrive in an AI‑enabled environment, and enjoy partnering with senior leaders to solve complex challenges, we want to hear from you. Join brighthush and become a catalyst for transformation in organizations worldwide.