Senior Customer Success Manager – Enterprise SaaS Adoption & Growth Leader at brighthush

Why brighthush?

At brighthush we believe that technology should empower every team to achieve more, faster. Our suite of collaborative SaaS solutions is trusted by thousands of organizations worldwide to streamline work, spark innovation, and drive measurable business outcomes. As a global leader in the collaboration space, brighthush is committed to building a culture where flexibility, inclusion, and continuous learning are not just buzzwords but everyday realities. Whether you thrive in a bustling office, a quiet home office, or a hybrid blend of both, brighthush gives you the autonomy to design a work‑life rhythm that aligns with your personal goals and family commitments.

Role Overview

We are seeking a seasoned Senior Customer Success Manager to join the brighthush Customer Success organization. In this pivotal role, you will partner with enterprise‑level customers to unlock the full value of brighthush’s platform, guiding them from initial adoption through sustained expansion and renewal. You will act as a trusted advisor to C‑suite executives, IT leaders, and cross‑functional global teams, delivering strategic outcomes that directly impact the customer’s bottom line.

Key Responsibilities

• Strategic Advisory: Build deep, trusted relationships with senior stakeholders (C‑suite, VP, Director) and become the go‑to voice for their strategic objectives, ensuring brighthush solutions are tightly aligned with business goals.
• Customer Success Planning: Co‑create and execute comprehensive Success Plans, schedule regular Executive Business Reviews (EBRs), and facilitate strategic planning sessions with account executives, solution partners, and internal specialists.
• Product Adoption & Expansion: Drive early adoption, usage growth, and cross‑sell/upsell opportunities by showcasing best‑in‑class use cases, configuration trade‑offs, and roadmap insights across brighthush’s product portfolio.
• Risk Management & Churn Mitigation: Proactively identify health signals, intervene with tailored action plans, and collaborate with the Account Associate and broader account team to resolve issues before they impact renewal.
• Voice of the Customer: Capture and synthesize customer feedback, championing it internally to influence product enhancements, go‑to‑market strategies, and service improvements.
• Data‑Driven Success: Leverage Gainsight (or equivalent), Salesforce, and BI tools such as Tableau to track health scores, adoption metrics, and ROI, translating data into actionable insights for both customers and internal stakeholders.
• Cross‑Functional Collaboration: Partner closely with Sales, Product, Support, Marketing, and Professional Services to deliver a seamless, end‑to‑end experience that feels personalized at scale.
• Thought Leadership: Conduct webinars, workshops, and on‑site training sessions that position brighthush as a strategic partner and thought leader in digital collaboration.

Essential Qualifications

• 8–10 years of experience in Customer Success, Account Management, or a related client‑facing role within a complex SaaS environment.
• Proven track record of managing mid‑market to enterprise customers, delivering quantifiable business outcomes (e.g., increased adoption, reduced churn, revenue expansion).
• Demonstrated ability to act as a trusted advisor, influencing senior executives and guiding multi‑disciplinary global teams.
• Hands‑on expertise with Success Planning methodologies, including the creation of measurable goals, KPIs, and executive‑level reporting.
• Solid understanding of collaboration tools (e.g., Jira, Confluence) and the ability to articulate use‑case scenarios, configuration options, and best practices.
• Experience balancing a sizable book of business while maintaining high NPS and customer satisfaction scores.
• Proficiency with Gainsight (or similar Customer Success platforms), Salesforce CRM, and data visualization tools such as Tableau.

Preferred Qualifications & Nice‑to‑Haves

• Background in consulting or professional services, providing a deep appreciation for solution design and implementation.
• Certification or formal training in project management (e.g., PMP, Scrum Master).
• Experience working in a globally distributed organization with remote‑first policies.
• Fluency in multiple languages or experience supporting multinational customers.
• Demonstrated success in influencing product roadmaps through customer advocacy.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align technology with business objectives, and translate vision into actionable plans.
• Communication Excellence: Superior written and verbal communication skills, capable of presenting complex concepts to technical and non‑technical audiences alike.
• Analytical Acumen: Strong data‑driven mindset; comfortable interpreting dashboards, health scores, and ROI calculations.
• Empathy & Relationship Building: Genuine curiosity about customer challenges, paired with a proactive approach to solving them.
• Negotiation & Influence: Skilled at navigating internal and external stakeholder dynamics to achieve win‑win outcomes.
• Adaptability: Thrive in fast‑moving environments, quickly mastering new product releases and industry trends.

Career Growth & Learning Opportunities

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

• Gain exposure to a portfolio of Fortune 500 and high‑growth tech customers, expanding your industry expertise.
• Access a robust learning ecosystem, including internal bootcamps, external certifications, and mentorship programs.
• Potentially progress to roles such as Customer Success Lead, Director of Customer Success, or even General Manager of a regional business unit.
• Participate in cross‑functional projects that influence product strategy, go‑to‑market initiatives, and global scaling efforts.

Work Environment & Culture at brighthush

brighthush is proud to be a remote‑first organization that values flexibility, inclusion, and employee well‑being. Our culture is built on:

• Transparency: Open communication channels, regular town‑halls, and clear visibility into company goals.
• Collaboration: Teams are empowered to work across borders, time zones, and disciplines, leveraging the very tools we sell.
• Diversity & Inclusion: A commitment to hiring, retaining, and promoting talent from all backgrounds, ensuring every voice is heard.
• Well‑Being: Generous mental‑health resources, wellness stipends, and paid volunteer days to support a balanced life.
• Innovation: A culture that encourages experimentation, celebrates failures as learning opportunities, and rewards creative problem‑solving.

Compensation, Perks & Benefits

brighthush offers a competitive, equity‑inclusive compensation package designed to reward performance and market parity. While exact figures vary by geographic pay zone, the package typically includes:

• Base salary aligned with industry benchmarks for senior‑level SaaS roles.
• Annual performance bonus tied to individual and company outcomes.
• Long‑term equity grants that give you a stake in brighthush’s future growth.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Generous paid time off, parental leave, and flexible holiday policies.
• Professional development budget, tuition reimbursement, and access to industry conferences.
• Home office stipend, high‑speed internet reimbursement, and optional coworking space credits.
• Employee assistance programs, mental‑health days, and wellness challenges.

How to Apply

If you are passionate about driving customer success at scale, love collaborating with cross‑functional teams, and thrive in a dynamic, remote‑first environment, we want to hear from you. Click the link below to submit your application and start your journey with brighthush.

Apply To This Job

Equal Opportunity & Accessibility

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, religion, gender identity, sexual orientation, age, disability, veteran status, or any other characteristic protected by law. Reasonable accommodations are available throughout the recruitment process—please let our recruitment team know how we can support you.

Join the brighthush Mission

At brighthush, we are on a mission to unleash the potential of every team by delivering world‑class collaboration solutions. As a Senior Customer Success Manager, you will be at the heart of that mission, ensuring our customers not only adopt our technology but also achieve transformative business results. Ready to make an impact? Apply today and become a catalyst for success at brighthush.