Senior Customer Success Manager – Enterprise SaaS & Strategic Account Leadership at brighthush
About brighthush
brighthush is a trailblazing SaaS provider that empowers service‑based businesses to thrive in an increasingly digital world. Our suite of cloud‑native solutions streamlines operations, enhances customer experience, and drives profitability for field‑service, maintenance, and cleaning companies worldwide. With a culture that blends the agility of a startup with the scale of a global tech leader, we are committed to delivering measurable impact for our clients and fostering an environment where innovation, collaboration, and personal growth flourish.
Key Responsibilities
Strategic Account Leadership
- Account Strategy & Roadmap Development: Partner with Account Managers and Renewal Managers to craft long‑term, value‑centric account plans that align with each client’s business objectives.
- Executive Engagement: Lead quarterly Executive Business Reviews (EBRs) and Business Outcome Reviews, presenting data‑driven insights that validate ROI and inform future product enhancements.
- Portfolio Retention & Health Monitoring: Continuously assess account health metrics, identify renewal risks, and implement proactive mitigation strategies to maintain high portfolio retention rates.
- Growth & Upsell Enablement: Identify expansion opportunities, qualify Customer Success Qualified Leads (CSQLs), and collaborate with sales to close upsell and cross‑sell deals.
- Process & Tool Adoption: Champion the adoption of CS enablement platforms such as Planhat or Gainsight, integrating AI‑driven workflows to streamline daily operations.
- Cross‑Functional Collaboration: Work closely with Product, Marketing, and Support teams to relay customer feedback, influence roadmap decisions, and ensure seamless delivery of new features.
Essential Qualifications
- Enterprise SaaS Experience: Minimum of 3–5 years managing mid‑market to enterprise customer portfolios in a B2B SaaS environment.
- Strategic Relationship Management: Proven track record of building executive‑level relationships, presenting to C‑suite and VP stakeholders, and driving strategic initiatives.
- Analytical Acumen: Ability to define, track, and report on key performance indicators (KPIs) that demonstrate business outcomes and ROI.
- Technical Proficiency: Comfortable navigating complex ERP ecosystems (e.g., SAP, NetSuite, Salesforce, Microsoft Dynamics) and integrating them with customer success platforms.
- Process Orientation: Experience implementing CS frameworks, risk protocols, and AI‑enhanced workflows to improve efficiency and customer satisfaction.
- Travel Flexibility: Willingness to travel for on‑site client visits as required.
Preferred Qualifications
- Experience in the field‑service or operations management industry.
- Advanced knowledge of data analytics tools (e.g., Tableau, Power BI) for deriving actionable insights.
- Certification in Customer Success Management (CSM) or related disciplines.
- Multilingual capabilities to serve a global client base.
Skills & Competencies
- Customer‑Obsessed Mindset: Deep empathy for client challenges and a relentless drive to deliver value.
- Strategic Thinking: Ability to translate business goals into actionable success plans.
- Communication Excellence: Clear, concise, and persuasive communication across all levels.
- Collaboration & Influence: Proven ability to work cross‑functionally and influence stakeholders without direct authority.
- Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
Career Growth & Learning
At brighthush, your professional journey is supported by a robust learning ecosystem. You’ll have access to 24/7 training libraries covering soft skills, technical expertise, and industry trends. Internal mobility programs enable you to explore new roles within the organization, while mentorship initiatives pair you with seasoned leaders who Apply for this job