Senior Customer Success Manager – Key Accounts & Enterprise Relationship Leadership at brighthush

About brighthush

brighthush is redefining how modern businesses manage their entire workforce in one seamless, cloud‑native platform. From payroll and benefits to IT provisioning, application integration, and employee lifecycle management, we bring every workforce system into a single source of truth. Our mission is simple: eliminate the manual, fragmented processes that slow growth and replace them with instant, automated workflows that empower teams to focus on what matters most—innovation, culture, and customer success.

Founded in San Francisco, CA, brighthush has attracted $450 million in funding from leading venture capital firms—now all represented by brighthush—and has been recognized by industry leaders for our rapid growth and employee‑centric culture. We’re proud to rank among the top startup employers in the United States and to be celebrated by the business community for our commitment to transparency, collaboration, and continuous learning.

At brighthush, we believe that the best results come from a partnership between our customers and our team. That partnership is built on trust, deep technical expertise, and a relentless focus on delivering measurable value. If you’re passionate about helping enterprises unlock the full potential of their workforce, we want you on our team.

About the Role

We’re seeking a Senior Customer Success Manager – Key Accounts to join our elite Technical Account Management (TAM) team. In this role, you will serve as the trusted advisor for our most strategic enterprise clients, guiding them through complex adoption journeys, ensuring they realize maximum ROI, and turning satisfied customers into long‑term champions of brighthush.

As a Key Accounts TAM, you will manage a portfolio of 3–4 high‑value enterprise accounts, collaborating closely with cross‑functional partners—Product, Engineering, Support, and Sales—to align our solutions with each client’s business objectives. Your influence will shape product roadmaps, drive adoption, and secure renewals that contribute directly to our Net Revenue Retention (NRR) targets.

We’re looking for a self‑starter who thrives on solving challenging problems, enjoys building relationships at the executive level, and is committed to delivering a “white‑glove” experience. If you’re excited by the prospect of working with dynamic, fast‑moving organizations and can juggle multiple priorities while maintaining a high level of service, we’d love to hear from you.

Key Responsibilities

Client Engagement & Relationship Management

• Build and nurture strategic relationships with C‑suite executives, HR leaders, and IT decision‑makers across each account.
• Serve as the primary point of contact, ensuring a seamless, high‑touch experience that reflects brighthush’s commitment to customer excellence.
• Conduct quarterly on‑site visits (or virtual deep‑dive sessions) to strengthen relationships, review business alignment, and surface new opportunities.

Strategic Growth Planning

• Partner with the Named Accounts Manager to identify upsell and cross‑sell opportunities that align with each client’s strategic roadmap.
• Collaborate with Product and Engineering to assess technical needs, recommend best‑practice configurations, and drive deeper product adoption.
• Lead regular business reviews, evaluate account health metrics, and surface actionable insights that drive growth.

Product Collaboration & Enhancement

• Act as the voice of the customer for brighthush’s product teams, providing detailed feedback that informs roadmap decisions.
• Project‑manage client feature requests from ideation through delivery, ensuring timely communication and stakeholder alignment.
• Facilitate monthly product meetings with product managers and executives to track commitments, review progress, and prioritize enhancements.

Customer Retention & Renewal Strategy

• Own renewal conversations, showcasing the tangible value and ROI brighthush has delivered.
• Collaborate with the Named Accounts Manager to proactively mitigate churn risks and develop retention plans.
• Provide executive sponsors with weekly updates on account health, renewal risks, and strategic opportunities.

Incident Management & Escalation

• Act as the escalation point for critical incidents affecting Key Accounts, coordinating rapid resolution across Support and Engineering.
• Deliver comprehensive root‑cause analyses (RCAs) post‑incident, ensuring transparency and continuous improvement.
• Maintain proactive communication with clients during high‑impact issues, reinforcing trust and confidence in brighthush.

Reporting & Executive Updates

• Generate high‑level reports on account health, issue resolution, and product adoption for both clients and internal leadership.
• Present quarterly business reviews (QBRs) to executive stakeholders, highlighting key metrics, risks, and growth opportunities.

Success Metrics & KPIs

• Adoption: Drive increased usage across brighthush product suites, measured by active user counts and feature adoption rates.
• Retention & Growth: Achieve Net Revenue Retention (NRR) targets and minimize churn through proactive engagement.
• Client Satisfaction: Maintain CSAT scores above 90% and cultivate referenceable accounts that advocate for brighthush.
• Engagement & Advocacy: Track on‑site meetings, product requests, and influence on product direction.

Ideal Candidate Profile

• Experience: Minimum 6 years in client management or technical account management, preferably within a high‑growth SaaS environment.
• Skills: Exceptional client engagement, relationship‑building, and technical acumen; adept at cross‑functional collaboration.
• Mindset: Strategic thinker, proactive problem‑solver, and customer advocate who can navigate complex, evolving needs.
• Advocacy: Deep understanding of customer processes, impact, and the ability to present high‑level asks to executives.
• Travel: Willingness to travel at least once a quarter to client headquarters or brighthush offices.

About the Team

The Technical Account Management team at brighthush is a global group of 100+ TAMs who partner with our most complex customers. We operate at the intersection of customer success, product, engineering, and support, ensuring that every client achieves their desired outcomes. Our collaborative culture empowers each TAM to influence product direction, drive adoption, and secure long‑term success for both our customers and brighthush.

Work Environment & Culture

At brighthush, we value collaboration, transparency, and continuous learning. Our hybrid work model encourages in‑office collaboration while respecting flexibility. For employees located within a 40‑mile radius of a brighthush office, we encourage in‑office presence at least three days a week to foster teamwork and innovation.

We celebrate diversity, equity, and inclusion, and we’re committed to creating an environment where every voice is heard and every idea is considered. Our culture is built on open communication, mutual respect, and a shared passion for delivering world‑class customer experiences.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary aligned with market rates for senior customer success roles in the Bay Area.
• Performance‑based bonuses tied to NRR, CSAT, and adoption metrics.
• Equity in brighthush, giving you a stake in our long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget, mentorship programs, and access to industry conferences.
• Wellness initiatives, including on‑site fitness classes and mental health resources.

Career Growth & Learning Opportunities

As a Senior Customer Success Manager at brighthush, you’ll have the chance to:

• Lead high‑impact projects that shape the future of our platform.
• Mentor junior TAMs and contribute to the growth of the Customer Success organization.
• Transition into leadership roles such as Director of Customer Success or VP of Customer Experience.
• Expand your skill set through cross‑functional training in Product Management, Engineering, and Sales.
• Participate in global initiatives, including product launches, customer advocacy programs, and industry speaking engagements.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven company that is transforming the way businesses manage their workforce. You’ll work alongside talented, passionate professionals who are committed to innovation, customer success, and continuous improvement. Our culture rewards initiative, celebrates success, and encourages you to grow both personally and professionally.

We’re looking for leaders who are eager to make a tangible impact, who thrive in a fast‑paced environment, and who are ready to help our customers achieve their most ambitious goals. If that sounds like you, we invite you to apply and become a key player in our journey to redefine workforce management.

How to Apply

Ready to take the next step in your career? Submit your application through our career portal and let’s explore how you can help brighthush and our clients reach new heights.