Senior Customer Success Manager – Enterprise Strategic Account Leadership & Revenue Expansion Specialist – brighthush
About brighthush
brighthush is a forward‑thinking, customer‑centric organization that thrives on innovation, collaboration, and a relentless focus on delivering exceptional value to our clients. With a proven track record of scaling businesses across diverse markets, we are committed to building a workplace that celebrates diversity, fosters inclusion, and empowers every team member to reach their full potential. At brighthush, we believe that the best results come from a culture of trust, continuous learning, and shared success.
Why Join brighthush?
As a Senior Customer Success Manager, you will be at the heart of our growth engine, shaping the experience of our most valuable customers while driving revenue expansion. You will work alongside a passionate, high‑performing team that values data‑driven decision making, creative problem solving, and a collaborative spirit. In addition to a competitive salary, brighthush offers a comprehensive benefits package, generous paid time off, and a range of professional development opportunities designed to help you grow both personally and professionally.
Key Responsibilities
Strategic Leadership & Team Development
- Lead, coach, and inspire a high‑performing Customer Success team, setting clear expectations, goals, and performance standards.
- Design and execute a forward‑looking Customer Success strategy that aligns with brighthush’s overall business objectives.
- Develop and refine operating models, processes, and tools that enable the team to deliver consistent, measurable outcomes.
- Establish and monitor KPIs around customer health, retention, engagement, and revenue growth, providing actionable insights to senior leadership.
- Champion a culture of accountability, proactive communication, and customer ownership across the organization.
Customer Relationships & Retention
- Build and nurture deep, executive‑level relationships with key accounts, ensuring a thorough understanding of their business objectives and challenges.
- Implement robust health‑check frameworks to monitor satisfaction, risk, and revenue performance, proactively addressing potential churn.
- Facilitate strategic account reviews, Quarterly Business Reviews, and other high‑impact customer engagements.
- Collaborate with cross‑functional teams—Product, Marketing, Operations, Finance—to resolve complex issues and elevate the overall customer experience.
Sales Partnership & Revenue Growth
- Forge a seamless partnership with the Sales organization, aligning on joint account plans, cross‑sell, upsell, and expansion opportunities.
- Identify and quantify whitespace within existing accounts, driving initiatives that increase product adoption and share of wallet.
- Ensure all opportunities are accurately documented, tracked, and reported in the CRM, providing visibility to the executive team.
- Collaborate on strategic account planning, customer meetings, proposals, and presentations to secure long‑term growth.
Cross‑Functional Leadership & Market Insight
- Develop a strategic account management framework that supports high‑value, enterprise‑level relationships.
- Analyze customer trends, revenue performance, and risk indicators to uncover actionable insights.
- Partner with Sales, Product, Marketing, and Finance to create tailored solutions that meet evolving customer needs.
- Act as the voice of the customer within brighthush, translating feedback into product enhancements and service improvements.
Performance & Reporting
- Track and report on key metrics such as retention, account growth, cross‑sell/upsell success, engagement, and health scores.
- Provide regular, data‑rich updates to the VP of Sales, Enterprise, and other executive stakeholders.
- Hold the Customer Success team accountable for proactive account management and execution of strategic initiatives.
Essential Qualifications
- Proven experience leading Customer Success, Account Management, or similar customer‑facing functions in a fast‑paced environment.
- Demonstrated success in building, coaching, and scaling high‑performing teams.
- Strong track record of partnering with Sales to drive account growth, upsell, and cross‑sell initiatives.
- Experience managing enterprise or strategic customer relationships, with a deep understanding of customer retention dynamics.
- Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
- Advanced proficiency in CRM platforms (e.g., Salesforce, HubSpot) and Microsoft Office suite.
Preferred Qualifications & Skills
- Experience in the print, marketing, or creative services industry (highly preferred).
- Strong commercial and business acumen, with the ability to translate data into actionable strategy.
- Exceptional communication, presentation, negotiation, and conflict‑resolution skills.
- Highly organized, proactive, and results‑oriented mindset.
- Advanced analytical and problem‑solving capabilities.
- Ability to collaborate effectively across departments and organizational levels.
What brighthush Offers You
Competitive Compensation
Base salary range: $80,000 – $90,000 annually, commensurate with experience.
Benefits & Perks
- Health, Dental, Vision, and Life/AD&D Insurance – 100% of premiums covered for eligible employees.
- Disability and Flexible Spending Accounts (FSAs) for Health Care and Dependent Care.
- 401(k) Retirement Plan with discretionary employer match (typically 50% of employee deferrals up to 6% of compensation).
- Paid Holidays (9 days) and Accruing PTO after 90 days of continuous service.
- Professional development stipend and access to industry conferences, workshops, and training programs.
- Inclusive, collaborative culture that values diversity, equity, and belonging.
- Remote‑friendly work environment with flexible scheduling options.
Career Growth & Learning Opportunities
At brighthush, we invest in your growth. As Senior Customer Success Manager, you will have the chance to:
- Lead cross‑functional initiatives that shape product roadmaps and go‑to‑market strategies.
- Mentor and develop future leaders within the Customer Success organization.
- Take on progressively larger account portfolios and influence strategic decision making at the executive level.
- Participate in leadership training programs, executive coaching, and industry networking events.
Our Culture
brighthush is built on the principles of transparency, collaboration, and continuous improvement. We celebrate successes, learn from challenges, and empower every team member to contribute ideas that drive innovation. Our inclusive environment ensures that diverse perspectives are heard and valued, creating a workplace where everyone can thrive.
Ready to Make an Impact?
If you are a strategic thinker, a collaborative leader, and a customer‑obsessed professional ready to drive growth and elevate the customer experience, we want to hear from you. Join brighthush and help shape the future of our most valuable relationships while advancing your career in a dynamic, supportive environment.