Senior Customer Success Manager – Mid‑Market & Enterprise Strategy Lead (Remote, USA) – Champion Growth, Lead High‑Impact Teams, Shape Customer Success at brighthush

About brighthush

brighthush is a trailblazing SaaS platform that is redefining the way organizations manage employee benefits. Founded in 2019, we have grown from a lean startup into a vibrant, high‑energy team of 11‑50 professionals who thrive on innovation, data‑driven decision making, and a culture of continuous learning. Our mission is simple yet powerful: make employee benefits effortless for employers while giving workers the flexibility they deserve. With a growing global footprint and an unwavering passion for customer success, brighthush is poised for rapid expansion and is actively seeking seasoned Customer Success leaders who can help shape the future of our customer‑centric organization.

Why This Role Matters

As a Senior Customer Success Manager at brighthush, you will be the linchpin that connects our cutting‑edge product to the strategic needs of our Mid‑Market and Enterprise customers. You will own the entire customer journey—from onboarding to expansion—ensuring that each client realizes maximum ROI, achieves high product adoption, and consistently delivers a stellar NPS score. Your work will directly influence our Net Retention Rate (NRR), churn reduction, and overall customer lifetime value. In addition, you will have a clear pathway to transition into a formal team‑leadership role, allowing you to shape the next generation of Customer Success professionals.

Key Responsibilities

• Holistic Customer Advocacy: Champion the success of complex Mid‑Market and Enterprise accounts across the entire lifecycle. Drive high ROI, maximize product adoption, and maintain a strong NPS by fostering close, proactive relationships.
• Strategic Onboarding & Value Delivery: Lead multi‑phase onboarding projects, define joint success metrics, and accelerate time‑to‑value for each client. Collaborate with product, sales, and implementation teams to ensure seamless handoffs.
• Proactive Risk Management: Monitor health scores, identify early warning signals, and design mitigation plans. Serve as the primary escalation point for critical issues, ensuring swift resolution and minimal impact on customer satisfaction.
• Retention & Expansion Champion: Own the NRR for your portfolio by executing targeted upsell and cross‑sell initiatives. Conduct quarterly business reviews (QBRs) and executive briefings (EBRs) that articulate value, uncover growth opportunities, and reinforce strategic alignment.
• Process & Playbook Development: Contribute to the evolution of brighthush’s Customer Success framework. Scale playbooks, standardize onboarding flows, and embed best practices that drive consistency and scalability.
• Leadership Pathway: After demonstrating consistent performance, you will transition into a formal team‑leadership role. You will mentor junior colleagues, influence CS strategy, and help shape the culture of the Customer Success organization.

Essential Qualifications

• 4–6 years of proven experience in Customer Success, Key Account Management, or strategic consulting within a SaaS/B2B environment.
• Track record of driving key CS metrics—NRR, churn reduction, adoption rates, upsell/cross‑sell revenue, and NPS—toward or beyond target.
• Experience mentoring or coaching junior team members, fostering a collaborative and growth‑oriented mindset.
• Fluent in both German and English, with the ability to present complex ideas to C‑level executives.
• Proficiency with CRM and CS platforms such as Salesforce, HubSpot, Gainsight, or ChurnZero.
• Data‑driven mindset: comfortable building dashboards, interpreting health scores, and making evidence‑based decisions.
• Strong negotiation skills, coupled with a calm, solution‑oriented demeanor during escalations.
• Ideally, prior exposure to Mid‑Market and Enterprise accounts in a SaaS context.

Preferred (but not mandatory) Attributes

• Experience in a fast‑growing startup or scale‑up environment where you have helped shape CS processes from the ground up.
• Background in product management or implementation, providing a holistic view of the customer journey.
• Knowledge of the German market and regulatory landscape for employee benefits.
• Certifications in Customer Success (CSM), Six Sigma, or related disciplines.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Customer‑Centric Mindset: Passion for delivering value and building long‑term relationships.
• Analytical Acumen: Skilled at dissecting data, spotting trends, and translating insights into action.
• Communication Excellence: Clear, concise, and persuasive in written and verbal interactions.
• Leadership & Mentoring: Inspiring others, fostering accountability, and driving professional growth.
• Adaptability: Thrives in a dynamic, evolving environment and embraces change.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development should be as dynamic as our product. As a Senior Customer Success Manager, you will:

• Progress into a formal team‑leadership role, overseeing a growing CS team and influencing strategy at the executive level.
• Participate in cross‑functional initiatives—product, sales, marketing—to shape the roadmap and customer experience.
• Access a curated learning curriculum that includes industry conferences, workshops, and internal knowledge sharing sessions.
• Receive mentorship from senior leaders who are committed to your growth and success.

Work Environment & Culture

brighthush is built on a foundation of transparency, collaboration, and a relentless focus on customer outcomes. We offer:

• Fully remote work with flexible hours, allowing you to balance professional responsibilities with personal commitments.
• Optional on‑site hubs in Heidelberg, Munich, or Frankfurt for those who prefer a physical office environment.
• A culture that celebrates experimentation, data‑driven decisions, and continuous improvement.
• Regular team‑building events, hackathons, and wellness initiatives that foster camaraderie and well‑being.

Compensation & Benefits

While specific figures are tailored to experience and performance, brighthush offers a competitive base salary complemented by a variable component (OTE) tied to transparent, measurable goals such as NRR, churn reduction, and health score improvements. Additional perks include:

• Health and wellness stipend.
• Generous paid time off and flexible vacation policy.
• Professional development budget.
• Equity options as part of the long‑term incentive plan.
• Access to a suite of employee benefits that align with our mission of flexibility and minimal friction.

How to Apply

If you are a strategic thinker with a passion for customer success, ready to lead high‑impact initiatives and grow into a leadership role, we want to hear from you. Submit your application through the link below and join brighthush in redefining the future of employee benefits.