Senior Customer Success Manager – Enterprise Portfolio Lead, New Austin, TX (at brighthush)

About brighthush

brighthush is redefining how modern digital experiences are built and managed. As the pioneer of the Agentic Experience Platform (AXP), brighthush brings together structured content and brand governance (Content Cloud), real‑time customer data, omnichannel personalization (Data Cloud) and autonomous AI orchestration (Agent OS) into one unified system. Our mission is simple yet powerful: to make brighthush indispensable for organizations that want to tell their stories and connect with the people they care about through inspiring, modern experiences.

We are a global, diverse, and distributed team that lives by the mantra #OneTeamOneDream. We challenge the status quo, do the right thing even when no one is watching, and celebrate curiosity and boldness. Our culture is built on trust, collaboration, and a shared commitment to our customers and the communities we serve through the brighthush Cares program.

Why brighthush?

At brighthush, you’ll work with some of the world’s most recognizable brands—now, all under the same umbrella. Our customers rely on us to reduce operational friction and deliver personalized, scalable digital experiences with confidence. We’re an AI‑forward company that leverages practical AI tools and technologies to improve how we work, learn, solve problems, and drive impact. If you’re ready to make a meaningful impact with leading enterprises, brighthush is the place for you.

Key Responsibilities

• Own a high‑value portfolio: Manage a portfolio of 20–25 enterprise accounts, each representing a minimum of $5M in ARR.
• Strategic partnership: Serve as the primary strategic partner throughout the customer lifecycle—helping customers realize, sustain, and grow their investment in brighthush.
• Account strategy & planning: Develop multi‑year success plans aligned to customers’ digital transformation goals, adoption milestones, and measurable business outcomes.
• Executive engagement: Build trusted relationships with executive stakeholders (VP Marketing/CMO, Head of Digital, VP Engineering/CTO) and lead Executive Business Reviews (EBRs) and workshops that demonstrate ROI.
• Risk management: Identify and proactively address churn, contraction, competitive displacement, and executive disengagement risks; develop recovery strategies when needed.
• Retention & expansion: Own and forecast retention targets using usage, adoption, health, and engagement indicators; own a defined expansion quota and identify, negotiate, and close upsell and volume‑growth opportunities.
• Customer advisory: Advise customers on best practices for scaling their brighthush implementation, evolving workflows, and expanding strategic adoption without owning the technical build.
• Mentorship: Coach and mentor junior CSMs on strategic account management, executive engagement, commercial strategy, and risk management.
• Cross‑functional collaboration: Work closely with Sales, Product, Marketing, and other teams to drive customer outcomes and commercial growth.
• Data‑driven insights: Leverage AI and CS tooling to manage your portfolio efficiently, identify risks and opportunities, and improve customer outcomes.
• Playbook evolution: Bring customer insights to the organization and contribute to the evolution of the CS playbook, platform, processes, and customer experience.

Essential Qualifications

• 8–12 years of experience in Customer Success, Account Management, Enterprise SaaS sales, renewals, or a related customer‑facing role.
• Proven track record of owning and achieving commercial metrics—NRR, gross retention, renewals, and/or expansion.
• Experience managing a complex enterprise book of business post‑implementation.
• Strong commercial acumen: renewals, expansion opportunities, negotiations, and forecasting.
• Exceptional communication and negotiation skills with the ability to influence C‑level stakeholders and build trusted executive relationships.
• Ability to translate customer data and insights into retention strategies, business reviews, and expansion opportunities.
• Working knowledge of composable/MACH architecture, APIs, and integrations; ability to advise customers on scaling existing implementations.
• Experience with CRM and Customer Success tools such as Salesforce, Gong, and WorkRamp.
• Fluency with AI tools and technologies, including Claude, and demonstrated ability to use AI for portfolio management, analysis, productivity, and problem‑solving.
• Highly organized, data‑driven, with a bias for action and strong attention to detail.
• Collaborative, curious, and able to mentor and influence others without direct authority.
• Located in the Central Time Zone; Austin, TX, is a big plus.
• Occasional travel is required.

Preferred Qualifications

• Bachelor’s degree (preferred).
• Customer Success, sales, or negotiation certifications.
• Experience working with large, global enterprises across multiple industries.
• Demonstrated success in a high‑volume, high‑value account management role.

Skills & Competencies

• Strategic thinking and execution.
• Executive presence and stakeholder management.
• Data analysis and insight generation.
• Negotiation and deal‑closing.
• Project management and cross‑functional coordination.
• Customer advocacy and empathy.
• Adaptability to fast‑moving environments.
• Tech‑savvy with a passion for AI and automation.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to accelerate. You’ll have access to:

• Mentorship from senior leaders who are industry pioneers.
• Continuous learning through internal training, external certifications, and AI workshops.
• Opportunities to shape product strategy and influence the next generation of digital experience tools.
• Clear pathways to senior leadership roles within Customer Success, Sales, or Product.

Work Environment & Culture

brighthush is more than a workplace—it’s a tribe. We celebrate:

• Tribe Vibe: No a**hole policy, spontaneous office happy hours, organized outings, and community volunteer opportunities.
• Global‑diverse yet close: Distributed teams that stay connected through regular virtual huddles and in‑person meetups.
• Dreamers & Dream Makers: We reward bold ideas and encourage you to challenge the status quo.
• Curious Trendspotters: We stay ahead of industry trends and bring fresh ideas to the table.
• One Team One Dream: No artificial hierarchies—your voice matters, and you’ll receive regular updates on business performance.

Compensation, Perks & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $115,000 – $135,000, commensurate with experience.
• Performance‑based bonuses tied to NRR, expansion, and customer satisfaction metrics.
• Equity options to share in brighthush’s growth.
• Health, dental, and vision insurance.
• Flexible work arrangements and generous paid time off.
• Unlimited learning stipend for courses, conferences, and certifications.
• Wellness programs, including gym memberships and mental health resources.
• Annual company retreats and team‑building events.
• Community volunteer days and matching donation program.

How to Apply

If you’re ready to join a forward‑thinking, customer‑centric tribe that values innovation, collaboration, and impact, we want to hear from you. Click the link below to submit your application and start your journey with brighthush.

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We look forward to welcoming you to the brighthush tribe—where your expertise, curiosity, and passion for customer success will help shape the future of digital experiences.