Senior Customer Success Manager – Enterprise SaaS & Technical Strategy Lead at brighthush

About brighthush

brighthush is a trailblazing technology company that transforms the way businesses deliver and manage services. With a mission to empower organizations to operate more efficiently, brighthush delivers a cutting‑edge Services‑as‑a‑Business platform that seamlessly integrates every facet of service operations—from project planning and resource allocation to invoicing and analytics. Our customers span a diverse range of industries, including finance, healthcare, manufacturing, and professional services, and they rely on brighthush to unlock new levels of productivity, transparency, and profitability.

At brighthush, we believe that technology should be a catalyst for human potential, not a barrier. That’s why we invest heavily in our people, fostering a culture of curiosity, collaboration, and continuous learning. Whether you’re a seasoned veteran or a recent graduate, you’ll find a supportive environment where your ideas are heard, your growth is accelerated, and your impact is felt across the globe.

Role Overview

We’re looking for a dynamic, results‑driven Senior Customer Success Manager to join our growing Customer Success team. In this role, you will be the trusted advisor for our most strategic enterprise accounts, managing a portfolio that generates approximately $10 million in annual recurring revenue (ARR). You will partner closely with sales, product, and engineering to ensure our customers achieve maximum value from brighthush’s platform, driving adoption, satisfaction, and expansion.

As a senior leader, you will also shape the future of our customer success strategy, mentoring junior team members, refining processes, and championing a culture of proactive, data‑driven decision making. If you thrive in a fast‑paced, high‑impact environment and have a passion for turning customer challenges into success stories, we want to hear from you.

Key Responsibilities

• Strategic Account Management: Own a portfolio of high‑value enterprise customers, serving as their primary point of contact for all matters related to the brighthush platform.
• Customer Adoption & Enablement: Drive adoption of new features and best practices through tailored training, workshops, and ongoing support.
• Health & Success Metrics: Monitor key health indicators (NPS, CSAT, usage, renewal likelihood) and proactively address risks before they impact retention.
• Renewal & Expansion: Lead renewal negotiations and identify upsell and cross‑sell opportunities that align with customer goals.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to provide customer feedback, influence roadmap decisions, and create joint business cases.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer advisory boards, positioning the company as a thought leader in services‑as‑a‑business.
• Process Improvement: Continuously refine customer success workflows, playbooks, and tooling to increase efficiency and scalability.
• Mentorship & Team Development: Coach and mentor junior Customer Success Managers, fostering a culture of excellence and knowledge sharing.

Essential Qualifications

• Minimum 5 years of experience in enterprise customer success, account management, or related roles within the SaaS industry.
• Proven track record of managing portfolios with ARR exceeding $8 million, with a history of successful renewals and expansion.
• Strong technical acumen: comfortable navigating complex software ecosystems, understanding integration points, and translating technical concepts into business value.
• Exceptional communication skills—both written and verbal—across all levels of an organization, including C‑suite executives.
• Strategic thinker with a data‑driven mindset: adept at using analytics to uncover insights, forecast trends, and inform decision making.
• Demonstrated ability to build and maintain long‑term relationships with key stakeholders.
• Experience working in a remote, distributed team environment.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Background in consulting, professional services, or a related domain that aligns with brighthush’s target market.
• Hands‑on experience with Salesforce, PSA, ERP, and CRM platforms.
• Certifications in Customer Success Management (e.g., Certified Customer Success Manager, CSMA) or related fields.
• Experience leading cross‑functional initiatives that drive product adoption and customer advocacy.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and advanced Excel skills.
• Knowledge of industry‑specific regulations and compliance standards.

Skills & Competencies

• Customer‑Centric Mindset: Passionate about delivering exceptional customer experiences and turning challenges into opportunities.
• Analytical Thinking: Ability to dissect complex data sets, identify trends, and translate findings into actionable strategies.
• Project Management: Skilled at juggling multiple initiatives, setting clear priorities, and meeting deadlines.
• Influence & Negotiation: Comfortable negotiating contracts, renewal terms, and upsell deals with confidence and diplomacy.
• Adaptability: Thrives in a rapidly evolving environment, quickly learning new tools and processes.
• Team Leadership: Inspires and mentors peers, fostering a collaborative and high‑performing culture.

Tools & Technologies

In this role, you will leverage a suite of industry‑leading tools to manage customer relationships, track performance, and drive insights:

• Salesforce (CRM & Opportunity Management)
• brighthush Platform (Service Management, PSA, ERP integration)
• Customer Success Hub (Health Scoring, NPS, CSAT)
• Data Analytics & Visualization (Tableau, Power BI, Excel)
• Communication & Collaboration (Slack, Microsoft Teams, Zoom)

Career Growth & Learning Opportunities

At brighthush, we view career development as a partnership. As a Senior Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders across the organization.
• Regular learning paths, including certifications, workshops, and industry conferences.
• Opportunities to transition into Product Management, Sales Leadership, or Customer Experience Strategy roles.
• Cross‑functional projects that broaden your skill set and visibility.
• Annual performance reviews with clear, measurable goals and growth plans.

Work Environment & Company Culture

brighthush is proud of its inclusive, collaborative culture. We champion:

• Remote‑First Flexibility: Work from anywhere in the United States with a fully supported remote setup.
• Diversity & Inclusion: A workforce that reflects a wide range of perspectives, backgrounds, and experiences.
• Innovation & Experimentation: A culture that encourages calculated risk‑taking and continuous improvement.
• Community & Social Impact: Volunteer programs, charitable giving, and sustainability initiatives that give back to the community.
• Employee Well‑Being: Comprehensive wellness programs, mental health resources, and a supportive work‑life balance.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent:

• Base Salary: $110,000 – $190,000 per year, commensurate with experience.
• Performance Bonus: Up to 20% of base salary based on individual and company performance.
• Equity: Eligible for a grant of brighthush stock options as part of the long‑term incentive plan.
• 401(k) Matching: Company match up to 4% of your salary.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Parental Leave: Paid parental leave for new parents, with flexible options.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health support; wellness stipend.
• Professional Development: Annual budget for conferences, courses, and certifications.
• Remote Work Stipend: Monthly allowance for home office equipment and internet.

How to Apply

Ready to take the next step in your career and help shape the future of services‑as‑a‑business? Click the link below to submit your application and join the brighthush team:

Apply to this Senior Customer Success Manager position at brighthush

Closing

At brighthush, we’re building more than a platform—we’re building a community of innovators who are redefining how services are delivered worldwide. If you’re a strategic thinker with a passion for customer success, a knack for technology, and a drive to make a measurable impact, we invite you to apply today. Join us and help our customers unlock their full potential while advancing your own career in a culture that values growth, collaboration, and excellence.