Senior Customer Success Manager – Global Strategic Account Leader & Expansion Champion Driving Sustainable Growth, Retention & Loyalty for High‑Value Life Sciences, FinTech & Consumer Goods Clients at brighthush

About brighthush

brighthush is a trailblazer in the technology‑enabled customer experience landscape, redefining how organizations across life sciences, fintech, logistics, and consumer goods harness data to deliver world‑class service. With a global footprint that spans continents and a culture built on curiosity, collaboration, and an unwavering focus on customer success, brighthush empowers its clients to transform operations, streamline compliance, and unlock new growth opportunities through intelligent, AI‑driven solutions.

Our platform blends advanced analytics, machine learning, and robust compliance frameworks to help businesses not only meet regulatory demands but also anticipate market shifts. We believe that technology is most powerful when it is human‑centric—products that are intuitive, secure, and aligned with real‑world challenges. At brighthush, we’re committed to building solutions that empower people, not just processes.

In a world where customer expectations evolve at breakneck speed, brighthush stands at the intersection of data, insight, and action. We partner with our clients to turn complex data streams into clear, actionable strategies that drive measurable business outcomes. Whether it’s helping a pharmaceutical company navigate FDA compliance or enabling a fintech firm to scale its customer onboarding, our solutions are designed to be as adaptable as the markets they serve.

Why brighthush is a Game Changer

When you join brighthush, you become part of a mission‑driven organization that is reshaping the future of customer experience. Our solutions are not just software; they are strategic enablers that help our clients:

• Accelerate Digital Transformation: Seamlessly integrate AI and analytics into existing workflows.
• Achieve Regulatory Excellence: Stay compliant with FDA, ISO, GDPR, and other global standards.
• Drive Revenue Growth: Unlock upsell and cross‑sell opportunities through data‑driven insights.
• Enhance Customer Loyalty: Deliver personalized experiences that keep customers engaged and satisfied.

Your Role in Our Success

As a Senior Customer Success Manager, you will be the linchpin between our platform and the most strategic accounts. You will own the entire customer journey—from onboarding to renewal—ensuring that each client extracts maximum value, achieves measurable ROI, and becomes a long‑term advocate for brighthush.

In addition to managing high‑value accounts, you will:

• Mentor junior CSMs and help them grow into leadership roles.
• Shape the evolution of our success frameworks and playbooks.
• Advocate for the customer in product development, ensuring that new features align with real‑world needs.
• Represent brighthush at industry events, webinars, and client workshops.

Key Responsibilities

• Executive Partnership & Relationship Management: Build and nurture multi‑threaded relationships with executive sponsors and division leads (VP/Director level). Conduct structured Executive Business Reviews (EBRs) that align with customer business goals and demonstrate measurable ROI.
• Retention, Expansion & Portfolio Growth: Own Net Retention Rate (NRR) across your account portfolio. Proactively mitigate renewal risks, lead strategic contract renewal discussions, and identify cross‑functional expansion opportunities that unlock additional value.
• Strategic Adoption & Value Realization: Develop tailored joint success plans, change management strategies, and value realization metrics to drive adoption across complex, regulated operational environments.
• Proactive Account Governance & Health: Continuously monitor portfolio usage patterns, operational health scores, and organizational changes to ensure long‑term platform integration and satisfaction.
• Cross‑Functional Account Leadership: Serve as the internal advocate for key accounts (“Voice of the Customer”), drive strategic initiatives, and handle any account escalations with a solution‑oriented mindset.
• Continuous Improvement: Contribute to the scaling of the Customer Success frameworks, best practices, and playbooks across our global team, ensuring consistency and excellence.
• Data‑Driven Insight Generation: Leverage analytics to surface trends, forecast churn risk, and recommend proactive interventions that keep customers engaged.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a trusted partner in customer success.

Success Metrics You’ll Own

• Net Retention Rate (NRR) above 120% for your portfolio.
• Customer Satisfaction Score (CSAT) ≥ 90%.
• Annual Expansion Revenue ≥ $X per account.
• Time‑to‑Value (TTV) reduced by 25% year‑over‑year.
• Number of executive sponsorships secured per quarter.

Essential Qualifications

• Experience: Minimum 5+ years in a Customer Success Management role, preferably within a SaaS or technology‑driven environment. Demonstrated success in managing high‑value accounts and driving measurable outcomes.
• Communication: Exceptional written and oral communication skills in English. Ability to craft compelling presentations, executive summaries, and strategic roadmaps.
• Technical Aptitude: Strong technical orientation; you should be an independent learner capable of mastering new software quickly. Exposure to AI tools, data analytics platforms, or cloud infrastructure is highly desirable.
• Soft Skills: High social skills, a team‑player mentality, and excellent presentation abilities. Proven ability to influence stakeholders across all levels.
• Agility: Ability to thrive in a global hyper‑growth, start‑up environment with a proactive approach to problem‑solving and a willingness to adapt to change.
• Strategic Mindset: Experience in developing and executing account plans that align with business objectives and drive long‑term value.
• Data‑Driven Decision Making: Comfortable working with metrics, dashboards, and analytics to inform strategy and measure success.

Preferred Qualifications

• Platform Knowledge: Experience with brighthush administration or development, or familiarity with other CRM platforms such as Salesforce, HubSpot, or Zendesk.
• Industry Knowledge: Previous exposure to the Life Science industry, QA, or software validation is a major plus. Understanding of regulatory frameworks (e.g., FDA, ISO, GDPR) enhances your ability to advise clients.
• Certifications: Certifications in Customer Success, AI, or industry‑specific domains (e.g., Certified Professional in Customer Success, Certified Scrum Master) are advantageous.
• Global Experience: Experience working with clients across multiple geographies, cultures, and time zones.
• Language Skills: Proficiency in additional languages (e.g., Spanish, Mandarin, German) is a bonus but not required.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Stakeholder Management & Influence
• Change Management & Adoption Facilitation
• Conflict Resolution & Escalation Management
• Project Management & Prioritization
• Customer Advocacy & Voice of the Customer
• Analytical & Problem‑Solving Skills
• Collaboration & Team Leadership
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Senior CSM, you will:

• Progress to Senior CSM, Lead CSM, or Customer Success Director roles, with clear performance metrics and mentorship.
• Take on global account leadership or product‑specific expertise, becoming a subject matter expert in key verticals.
• Participate in leadership development programs, mentorship, and cross‑functional projects that broaden your skill set.
• Earn certifications in Customer Success, AI, or industry‑specific domains, supported by a learning stipend.
• Lead initiatives that shape the future of our platform, influencing product roadmap and customer experience strategy.
• Attend industry conferences, workshops, and hackathons to stay ahead of emerging trends.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared commitment to customer success. You’ll find:

• Open communication channels with leadership, including regular town halls and Q&A sessions.
• Regular knowledge‑sharing sessions, hackathons, and innovation labs that encourage experimentation.
• Inclusive events celebrating diversity, equity, and innovation, fostering a sense of belonging.
• Flexible work arrangements—remote, hybrid, or on‑site—tailored to your preferences and role requirements.
• Focus on mental well‑being, with access to counseling services, mindfulness programs, and wellness challenges.
• Team‑building retreats, social events, and community service initiatives that strengthen bonds across the organization.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity opportunities that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, parental leave, and wellness programs that support work‑life harmony.
• Continuous learning stipend and access to industry conferences, workshops, and online courses.
• Team‑building retreats, social events, and community service days that foster camaraderie.
• Flexible work arrangements, including remote options and flexible hours.
• Employee assistance programs, mental health resources, and wellness challenges.

How to Apply

Ready to make a tangible impact on our customers and grow your career? Submit your application through the brighthush careers portal or click the link below to apply directly.

Apply to this job at brighthush

Join Our Mission

At brighthush, we’re on a mission to empower businesses with intelligent, compliant, and customer‑centric solutions. If you’re a proactive, customer‑first professional who thrives in a fast‑paced, collaborative environment, we want to hear from you. Join us and help shape the future of customer success while advancing your own career to new heights.