Senior Customer Success Manager – Strategic Account Leadership & Digital Transformation Partner

About brighthush

brighthush is a global edge‑to‑cloud pioneer that empowers organizations to connect, protect, analyze, and act on their data and applications wherever they reside. From the edge to the cloud, we deliver cutting‑edge solutions that transform insights into tangible outcomes, enabling our customers to thrive in today’s fast‑moving, data‑driven world. Our culture is built on curiosity, collaboration, and a relentless pursuit of innovation. We celebrate diverse backgrounds, champion flexibility, and encourage bold moves that make a positive impact. If you’re ready to grow, stretch your skill set, and help shape the future of technology, brighthush is the place for you.

Position Overview

As a Senior Customer Success Manager at brighthush, you will serve as the primary strategic partner for our high‑value clients. You will own the end‑to‑end customer experience, ensuring that every interaction delivers measurable business value. Your role blends deep technical understanding with executive‑level communication, enabling you to translate complex technical solutions into clear, actionable business outcomes. You will collaborate closely with cross‑functional teams—including engineering, product, sales, and support—to drive adoption, retention, and expansion.

Key Responsibilities

• Customer Relationship Leadership – Build and maintain trusted relationships with C‑suite executives and key stakeholders, positioning yourself as the go‑to advisor for all customer success initiatives.
• Strategic Success Planning – Develop and execute comprehensive Customer Success Plans (CSPs) that align with each client’s business objectives, technology roadmap, and growth targets.
• Escalation Management – Act as the escalation manager for all service‑related incidents, coordinating with engineering, field delivery, and support to resolve issues swiftly and transparently.
• Quarterly Business Reviews (QBRs) – Lead data‑driven QBRs, presenting performance metrics, trend analyses, and actionable insights that reinforce the value of brighthush’s solutions.
• Cross‑Functional Collaboration – Partner with product, engineering, and sales teams to provide customer feedback, influence roadmap decisions, and identify upsell or cross‑sell opportunities.
• Process Improvement – Continuously refine customer success processes, leveraging ITIL/ITSM best practices to enhance service delivery, reduce churn, and increase customer satisfaction scores.
• Team Leadership & Mentorship – Mentor junior success managers, fostering a culture of high performance, accountability, and continuous learning.
• Data & Analytics – Own the collection, analysis, and reporting of key success metrics (NPS, CSAT, renewal rates, expansion revenue) to inform strategy and drive accountability.
• Risk Management – Identify potential risks to customer health, develop mitigation plans, and proactively engage stakeholders to prevent service disruptions.
• Contract & Renewal Management – Collaborate with the sales and finance teams to manage contract renewals, ensuring alignment with customer goals and revenue targets.

Essential Qualifications

• Minimum of 5 years of recent experience in high‑touch customer success or account management roles.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; advanced degrees preferred.
• Strong knowledge of networking, wireless, cloud, or customer success tools.
• Intermediate proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Excellent written and verbal communication skills in English, with the ability to articulate technical concepts to both technical and non‑technical audiences.
• Proven ability to manage complex, multi‑stakeholder engagements and drive outcomes in a fast‑paced environment.
• Experience with program or project management, with PMP certification highly desirable.
• ITIL/ITSM certification is a plus, reflecting a deep understanding of service management best practices.
• Demonstrated track record of driving customer adoption, retention, and expansion.
• Strong analytical mindset with the ability to translate data into actionable insights.

Preferred Qualifications

• Experience in risk management, audit, or security roles, providing a holistic view of enterprise IT environments.
• Background in managing multi‑national, virtual teams and delivering results across diverse cultural contexts.
• Prior exposure to SaaS or cloud‑native solutions, enabling you to speak confidently about modern technology stacks.
• Advanced certifications such as Certified Customer Success Manager (CCSM) or similar.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Executive Presence & Influence
• Data‑Driven Decision Making
• Change Management & Adaptability
• Conflict Resolution & Negotiation
• Project & Program Management
• Technical Fluency in Networking, Cloud, and Security Domains
• Collaboration & Team Building

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured mentorship programs pairing you with senior leaders.
• Continuous learning pathways, including certifications, workshops, and industry conferences.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Clear career ladders, from Customer Success Manager to Director of Customer Success and beyond.
• Opportunities to lead global initiatives, influencing the direction of brighthush’s product and service strategy.

Work Environment & Culture

brighthush champions a flexible, inclusive, and collaborative work culture. As a remote‑first organization, you will enjoy:

• Full remote work flexibility, with optional on‑site visits for team events or client engagements.
• A culture that values work‑life balance, mental health, and personal well‑being.
• Regular virtual town halls, hackathons, and knowledge‑sharing sessions that keep the team connected.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and respected.
• Access to state‑of‑the‑art collaboration tools and a supportive IT infrastructure.

Compensation & Benefits

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

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