Senior Customer Success Manager – Enterprise SaaS Solutions & Global Account Leadership at brighthush

About brighthush

brighthush is a global leader in integrated software and hardware solutions that accelerate the go‑to‑market process for packaged goods. With a rich heritage in the printing, packaging, and label industry, we empower brands worldwide to deliver compelling consumer experiences through cutting‑edge technology and data‑driven insights. Our mission is to transform the way products reach shelves, and our culture is built on innovation, collaboration, and a relentless focus on customer success.

Why This Role Matters

As a Senior Customer Success Manager at brighthush, you will be the strategic partner for our most valuable enterprise accounts. You will guide customers through their entire journey—from onboarding to expansion—ensuring they realize maximum value from our SaaS platform and hardware solutions. Your influence will shape product adoption, drive revenue growth, and reinforce brighthush’s reputation as a trusted advisor in the packaging ecosystem.

Key Responsibilities

• Customer Journey Stewardship: Own the end‑to‑end experience for global accounts, mapping touchpoints, identifying friction, and implementing proactive solutions that keep customers engaged and satisfied.
• Strategic Business Reviews: Lead quarterly business reviews (QBRs) and executive business reviews (EBRs) with C‑suite stakeholders, translating data into actionable insights and aligning on future roadmaps.
• Product Adoption & Expansion: Champion adoption of our SaaS platform and hardware integrations, driving usage metrics, identifying upsell opportunities, and collaborating with sales and product teams to close expansion deals.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to relay customer feedback, influence roadmap priorities, and deliver tailored solutions that meet evolving market demands.
• Data‑Driven Success: Leverage Salesforce, Gainsight, and other analytics tools to monitor health scores, churn risk, and adoption trends; develop dashboards and reports that inform strategic decisions.
• Thought Leadership: Represent brighthush at industry events, webinars, and user groups; share best practices and case studies that showcase the value of our solutions.
• Continuous Improvement: Identify process gaps within the customer success function, propose enhancements, and lead initiatives that increase efficiency and scalability.

Essential Qualifications

• 5–10 years of proven experience in Customer Success, Consulting, or Strategic Account Management within B2B SaaS environments.
• Demonstrated success managing enterprise or global accounts, with a track record of driving renewal rates above 90% and expanding revenue by 20%+.
• Proficiency in Salesforce and Gainsight, with the ability to build complex dashboards, automate workflows, and extract actionable insights.
• Strong analytical mindset: comfortable interpreting data, spotting trends, and translating findings into strategic recommendations.
• Excellent communication skills in English, both written and verbal; German language proficiency is a plus.
• Self‑motivated, results‑driven, and able to thrive in a remote, distributed work environment.

Preferred Qualifications

• Experience within the printing, packaging, or label industry, with a deep understanding of supply‑chain dynamics and product lifecycle.
• Background in enterprise sales or account management, having worked closely with C‑suite executives and senior stakeholders.
• Knowledge of additional CRM or success platforms such as HubSpot, Zendesk, or Intercom.
• Experience leading cross‑functional teams and managing complex, multi‑year projects.
• Certifications in Customer Success Management (CSM), Salesforce Administrator, or similar credentials.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market shifts, and align customer goals with brighthush’s product roadmap.
• Relationship Building: Proven track record of building trust with senior leaders and fostering long‑term partnerships.
• Problem Solving: Creative and analytical approach to diagnosing issues and delivering innovative solutions.
• Project Management: Strong organizational skills, with the capacity to juggle multiple initiatives and deliver on deadlines.
• Data Literacy: Comfortable working with large datasets, generating insights, and presenting findings to diverse audiences.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change as an opportunity.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success Manager, you will:

• Progress to a Director of Customer Success or Head of Enterprise Accounts role, overseeing a global team.
• Take on strategic initiatives such as launching new product lines, entering new markets, or leading global customer success transformations.
• Participate in leadership development programs, mentorship circles, and cross‑functional projects that broaden your skill set.
• Access to continuous learning resources—online courses, industry conferences, and internal knowledge hubs—to stay ahead of emerging trends.

Work Environment & Company Culture

brighthush champions a culture of openness, innovation, and inclusivity. Our remote-first model empowers employees across Austria and beyond to work flexibly while staying connected through:

• Weekly virtual town halls and monthly all‑hands meetings.
• Collaborative tools such as Slack, Microsoft Teams, and Miro for real‑time brainstorming.
• Regular virtual coffee breaks and team‑building activities that foster camaraderie.
• A commitment to work‑life balance, with generous paid time off and flexible scheduling.
• Recognition programs that celebrate achievements, from customer success milestones to personal growth.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards for senior customer success roles.
• Performance‑based bonuses tied to renewal rates, expansion revenue, and customer satisfaction metrics.
• 401(k) matching and a comprehensive retirement plan to secure your future.
• Health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and a generous parental leave policy.
• Professional development stipend and reimbursement for relevant certifications.
• Access to a global network of experts, thought leaders, and industry events.

How to Apply

Ready to elevate customer success to new heights and join a forward‑thinking team that’s reshaping the packaging industry? Submit your application through our careers portal or click the link below to explore this opportunity further.