Senior Customer Success Manager – Key Accounts & Strategic Growth Champion at brighthush

About brighthush

brighthush is redefining the way modern businesses manage their entire workforce. From HR and payroll to IT, benefits, and the tools that keep teams productive, brighthush delivers a single, unified platform that turns complex, fragmented processes into a seamless, data‑driven experience. With a mission to empower every employee to thrive, brighthush has grown from a bold startup to a global leader, backed by visionary investors and recognized as one of the fastest‑growing companies in the technology sector.

Why Join brighthush?

At brighthush, we believe that the heart of any great product is the people who use it. Our culture is built on collaboration, curiosity, and a relentless focus on customer success. As a Senior Customer Success Manager – Key Accounts, you will be at the forefront of that mission, turning strategic relationships into long‑term partnerships and driving measurable business outcomes for our most valuable clients.

Key Responsibilities

• Client Engagement & Relationship Management
  • Build and nurture deep, strategic relationships with C‑suite executives and key stakeholders across 3–4 enterprise accounts.
  • Serve as the primary point of contact, delivering a “white‑glove” experience that exceeds expectations.
  • Conduct quarterly on‑site visits to reinforce partnership, review business alignment, and uncover new opportunities.
• Strategic Growth Planning
  • Collaborate with the Named Accounts Manager to identify upsell and cross‑sell opportunities that align with client objectives.
  • Partner with Product, Engineering, and Support to assess technical needs and accelerate product adoption.
  • Lead regular business reviews, assess account health, and surface growth areas.
• Product Collaboration & Enhancement
  • Act as the client’s voice in product discussions, providing actionable feedback to shape future releases.
  • Project‑manage client requests from inception to resolution, ensuring timely delivery.
  • Facilitate monthly product meetings with product managers and executives to track commitments.
• Customer Retention & Renewal Strategy
  • Own renewal conversations, showcasing ROI and value delivered to secure long‑term contracts.
  • Work with the Named Accounts Manager to mitigate churn risks and develop retention plans.
  • Provide executive sponsors with weekly updates on account health, renewal risks, and strategic opportunities.
• Incident Management & Escalation
  • Serve as the escalation point for critical incidents affecting key accounts.
  • Coordinate with Support and Engineering to resolve issues rapidly and deliver root‑cause analyses.
  • Maintain transparent communication with clients during high‑impact incidents.
• Reporting & Executive Updates
  • Deliver high‑level reports on account health, issue resolution, and product adoption to internal leadership.
  • Present quarterly business reviews (QBRs) to executives, highlighting key metrics and growth opportunities.

Success Metrics & KPIs

• Adoption – Drive increased usage across brighthush’s product suite.
• Retention & Growth – Achieve Net Revenue Retention (NRR) targets and reduce churn.
• Client Satisfaction – Maintain CSAT scores above 90% and develop referenceable accounts.
• Engagement & Advocacy – Track on‑site meetings, product requests, and influence on product roadmap.

Essential Qualifications

• Minimum 6 years of experience in client or technical account management, preferably within a high‑growth SaaS environment.
• Proven track record of building strategic relationships with enterprise clients.
• Strong technical acumen and ability to translate complex solutions into business value.
• Exceptional communication skills, both written and verbal, with the ability to influence at the executive level.
• Strategic thinker, proactive problem‑solver, and relentless advocate for the customer.

Preferred Qualifications

• Experience managing key accounts in the HR, IT, or unified workforce platform space.
• Familiarity with tools such as Slack, Zoom, Office 365, and other SaaS integrations.
• Comfort with data‑driven decision making and proficiency in CRM platforms (e.g., Salesforce).
• Willingness to travel quarterly to client headquarters or brighthush offices.

Skills & Competencies

• Relationship Building – Ability to connect with stakeholders at all levels.
• Strategic Planning – Crafting account plans that align with client goals.
• Product Expertise – Deep understanding of brighthush’s platform and its value proposition.
• Project Management – Managing multiple initiatives with cross‑functional teams.
• Analytical Thinking – Turning data into actionable insights.
• Resilience – Thriving in a fast‑paced, high‑growth environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. As a Senior Customer Success Manager, you will have the chance to:

• Lead larger, more complex accounts and mentor junior team members.
• Shape the future of our platform by influencing product strategy.
• Transition into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Participate in cross‑departmental initiatives, gaining exposure to product, engineering, and sales.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.

Work Environment & Culture at brighthush

brighthush fosters a collaborative, inclusive, and high‑energy workplace. Our core values—customer obsession, innovation, and teamwork—guide everything we do. We encourage open communication, celebrate diverse perspectives, and reward bold ideas. Whether you work remotely or from one of our vibrant offices, you’ll find Apply for this job