Senior Customer Success Manager – Scaled Accounts & Enterprise Growth Leader for Switzerland & Austria (m/f/d)

About brighthush and the Future of IT Service Management

brighthush is a trailblazing SaaS provider that empowers organizations worldwide to streamline their IT operations, elevate service quality, and unlock new levels of productivity. With a portfolio that spans IT Service Management (ITSM), Incident Management (ISM), and Service Desk Automation, brighthush is at the forefront of the digital transformation wave sweeping across the globe. Our mission is simple yet powerful: to help businesses turn technology into a strategic advantage, enabling them to focus on innovation rather than firefighting.

Operating in a fast‑paced, highly competitive market, brighthush has built a reputation for delivering intuitive, cloud‑native solutions that scale effortlessly from small teams to Fortune 500 enterprises. Our customers rely on us to keep their IT services running smoothly, to reduce downtime, and to provide actionable insights that drive continuous improvement. As we expand our footprint in Switzerland and Austria, we are looking for a seasoned Customer Success Manager who can take ownership of our most valuable accounts and help them achieve lasting success.

Why Join brighthush?

• Impactful Work: You will be the primary advocate for our enterprise customers, ensuring they extract maximum value from our platform and achieve their business objectives.
• Growth Opportunities: brighthush is on a rapid growth trajectory. Your performance will directly influence your career path, with clear routes to senior leadership roles.
• Innovative Culture: We foster a collaborative, data‑driven environment where ideas are welcomed, experimentation is encouraged, and learning is continuous.
• Flexibility: Work remotely from anywhere in Switzerland or Austria, with occasional visits to our Rothenburg office for team events and client engagements.
• Competitive Compensation: A comprehensive package that includes base salary, performance bonuses, equity options, and a robust benefits program.

Key Responsibilities

As the Customer Success Manager for scaled accounts, you will be the linchpin between our customers and the broader brighthush organization. Your day‑to‑day activities will include:

• Developing and executing a strategic account plan that aligns with each customer’s business goals and KPIs.
• Leading quarterly business reviews (QBRs) to assess performance, surface opportunities, and set actionable next steps.
• Co‑creating adoption roadmaps that drive feature utilization, reduce churn, and increase upsell/cross‑sell revenue.
• Collaborating with Sales, Product, and Engineering to resolve escalations, prioritize enhancements, and ensure a seamless customer experience.
• Acting as the voice of the customer within brighthush, feeding insights back to product teams to shape future releases.
• Managing a portfolio of 15–20 high‑value accounts, ensuring each receives personalized attention and proactive support.
• Mentoring junior success team members, sharing best practices, and fostering a culture of excellence.
• Tracking and reporting on key metrics such as Net Promoter Score (NPS), Customer Health Score, renewal rates, and expansion revenue.

Essential Qualifications

• Minimum 5 years of experience in a Customer Success, Account Management, or Enterprise Support role within the SaaS or ITSM industry.
• Proven track record of managing large, complex accounts and driving measurable business outcomes.
• Deep understanding of IT Service Management concepts, including Incident, Problem, Change, and Asset Management.
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into action.
• Excellent communication skills in English; proficiency in German or French is highly desirable.
• Experience with CRM and CS tools such as Salesforce, Gainsight, or similar platforms.
• Self‑motivated, results‑driven, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

• Background in consulting or technical support for enterprise software solutions.
• Experience working with multinational teams and customers across multiple time zones.
• Knowledge of Agile methodologies and experience collaborating with cross‑functional product teams.
• Certifications such as ITIL, PMP, or Certified Customer Success Manager (CCSM).
• Fluency in additional languages (e.g., French, Italian) to support diverse customer bases.

Required Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer initiatives with business objectives.
• Relationship Building: Proven ability to establish trust and rapport with C‑suite executives and technical stakeholders.
• Problem Solving: Creative, data‑driven approach to diagnosing issues and proposing effective solutions.
• Project Management: Skilled at coordinating cross‑functional teams, setting timelines, and delivering on commitments.
• Customer Advocacy: Passionate about championing the customer’s voice and ensuring their success is the top priority.
• Adaptability: Comfortable navigating ambiguity, shifting priorities, and evolving customer needs.
• Communication: Clear, concise, and persuasive written and verbal communication in both English and German.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development should be as dynamic as the market we serve. As a Customer Success Manager, you will:

• Participate in a structured mentorship program that pairs you with senior leaders across the organization.
• Access a curated library of learning resources, including webinars, industry reports, and certification courses.
• Take on cross‑functional projects that broaden your skill set and expose you to new business areas.
• Earn performance‑based bonuses and equity options that reward your contributions to the company’s growth.
• Be considered for promotion to Senior Customer Success Manager, Director of Customer Success, or Head of Customer Experience.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, transparency, and continuous improvement. Our remote‑first model empowers employees to work from anywhere while staying connected through:

• Weekly virtual stand‑ups and bi‑weekly all‑hands meetings.
• Monthly hackathons and innovation challenges that encourage creative problem solving.
• Annual retreats in scenic locations across Switzerland and Austria, fostering team bonding and strategic alignment.
• A flexible work schedule that respects work‑life balance and supports personal well‑being.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonus structure tied to customer success metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development stipend and reimbursement for relevant certifications.
• Access to a cutting‑edge technology stack and modern work tools.

How to Apply

If you are a strategic thinker, a customer‑centric leader, and ready to make a tangible impact in a high‑growth SaaS environment, we want to hear from you. Submit your application through our careers portal and join a team that is redefining the future of IT service management.