Senior Customer Success Manager – German Language Specialist – Driving Adoption & Growth for Enterprise IT Solutions

About brighthush

brighthush is a global leader in enterprise technology solutions, empowering businesses to transform their operations, accelerate innovation, and unlock new growth opportunities. With a portfolio that spans cloud infrastructure, IT service management, and digital experience platforms, we partner with Fortune 500 companies, government agencies, and high‑growth startups to deliver measurable value through cutting‑edge technology and world‑class support.

Our mission is simple: to help our customers succeed by delivering the right technology, the right support, and the right experience. At brighthush, we believe that technology is only as powerful as the people who use it. That’s why we invest heavily in our people, our culture, and our commitment to continuous learning and innovation.

Role Overview

We are looking for a seasoned Senior Customer Success Manager who is fluent in German and passionate about building lasting relationships with enterprise clients. In this role, you will be the primary advocate for our German‑speaking customers, ensuring they achieve their business objectives through the effective adoption of brighthush’s suite of IT solutions. You will work closely with cross‑functional teams—including Sales, Product, Engineering, and Support—to deliver a seamless, high‑impact customer journey from onboarding to renewal.

As a key member of our Customer Success organization, you will:

• Own the end‑to‑end customer lifecycle for a portfolio of high‑value accounts.
• Drive adoption, usage, and expansion of brighthush solutions across the customer’s organization.
• Identify and mitigate risks, ensuring that customers remain satisfied and achieve their desired outcomes.
• Serve as the voice of the customer within brighthush, influencing product roadmap and service enhancements.

Key Responsibilities

• Customer Relationship Management: Build and maintain deep, trusted relationships with C‑level executives and key stakeholders across the customer’s organization. Conduct regular business reviews, executive briefings, and strategic planning sessions.
• Solution Adoption & Expansion: Lead adoption initiatives, including training, workshops, and best‑practice sharing. Identify upsell and cross‑sell opportunities that align with the customer’s business goals.
• Risk Mitigation & Issue Resolution: Proactively monitor customer health metrics, identify potential churn signals, and develop mitigation plans. Escalate and resolve complex issues in collaboration with technical support and product teams.
• Data‑Driven Insights: Leverage analytics tools (e.g., Gainsight, Salesforce) to track usage, satisfaction, and ROI. Translate data into actionable insights and recommendations for both the customer and internal stakeholders.
• Collaboration & Advocacy: Partner with Sales, Product, and Engineering to ensure a unified customer experience. Advocate for customer needs in product development and service improvement initiatives.
• Process & Knowledge Management: Contribute to the development and refinement of Customer Success processes, playbooks, and knowledge bases. Mentor junior team members and share best practices.

Essential Qualifications

• Minimum 3 years of experience in Customer Success, Service Delivery Management, or a related role within the enterprise IT solutions space.
• Advanced proficiency in German (both written and spoken) and strong command of English.
• Proven track record of managing high‑value enterprise accounts and driving adoption of complex technology solutions.
• Strong organizational skills with the ability to manage multiple priorities and stakeholders simultaneously.
• Experience using Customer Success platforms such as Gainsight and CRM systems like Salesforce.
• ITIL Foundation certification (or equivalent) is highly desirable.
• MSP (Managed Service Provider) certification or equivalent experience is a plus.

Preferred Qualifications

• Experience working with or within the German market, including knowledge of local regulatory and compliance requirements.
• Background in cloud infrastructure, IT service management, or digital experience platforms.
• Strong analytical skills with the ability to interpret data and translate it into strategic actions.
• Demonstrated ability to influence cross‑functional teams and drive change.
• Experience in a fast‑paced, high‑growth technology environment.

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping customers succeed and a deep understanding of customer journey mapping.
• Strategic Thinking: Ability to see the big picture, align technology solutions with business objectives, and develop long‑term value plans.
• Communication & Presentation: Exceptional verbal and written communication skills in both German and English; comfortable presenting to C‑level audiences.
• Problem‑Solving: Strong analytical and troubleshooting skills; adept at turning complex challenges into actionable solutions.
• Collaboration: Proven ability to work effectively with Sales, Product, Engineering, and Support teams.
• Adaptability: Comfortable navigating ambiguity and thriving in a dynamic, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Senior Customer Success Manager, you will have access to:

• Structured career pathways that allow you to progress into leadership roles such as Customer Success Director or Head of Customer Experience.
• Continuous learning programs, including certifications in ITIL, MSP, and advanced analytics.
• Mentorship from senior leaders and industry experts.
• Opportunities to participate in cross‑functional projects that shape the future of our product portfolio.
• Regular feedback loops and performance reviews that focus on growth and development.

Work Environment & Culture

brighthush fosters a culture of collaboration, innovation, and inclusion. Our remote‑first approach means you can work from anywhere in Portugal while staying connected to a vibrant global community. We celebrate diversity, encourage open dialogue, and reward creativity. Our core values—customer obsession, continuous improvement, and teamwork—guide everything we do.

Compensation & Benefits

We offer a competitive salary range of EUR 54,375 – 90,625 per year, commensurate with experience and performance. In addition to base pay, you will receive:

• Performance‑based bonuses tied to customer success metrics.
• Health and wellness benefits, including comprehensive medical coverage.
• Flexible work hours and a generous paid time off policy.
• Professional development budget for courses, conferences, and certifications.
• Employee stock purchase plan and equity options.
• Access to cutting‑edge tools and technologies that empower your success.

How to Apply

If you are a driven, customer‑focused professional with a passion for technology and a strong command of German, we want to hear from you. Join brighthush and help shape the future of enterprise IT solutions while advancing your career in a supportive, dynamic environment.

Ready to take the next step? and become a part of our global success story.