Senior Customer Success Manager – Strategic Account Leadership & Growth Champion for brighthush’s Digital Transformation Solutions

About brighthush

brighthush is a global technology powerhouse redefining how businesses move, connect, and thrive in an ever‑evolving digital landscape. With a portfolio that spans smart retail automation, connected payments, electric‑vehicle charging, and advanced fleet management, brighthush empowers roadside convenience stores, fleet operators, and automotive service providers to unlock operational excellence, sustainability, and profitability. Our mission is simple: to power the way the world moves by delivering innovative, data‑driven solutions that help our customers stay ahead of the curve.

Operating in more than 20 countries, brighthush thrives on a culture of collaboration, continuous learning, and bold innovation. We celebrate diversity, champion inclusion, and provide a workplace where every team member can grow, lead, and make a tangible impact. If you’re passionate about customer success, thrive in a fast‑paced environment, and want to help shape the future of mobility and retail, brighthush is the place for you.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the strategic advisor and trusted partner for our most valuable enterprise customers. You will own the end‑to‑end success journey, ensuring that each account realizes the full value of our digital transformation solutions. Your influence will span cross‑functional teams, from product and engineering to sales and support, driving continuous improvement and fostering a culture of customer‑centric innovation.

In this role, you will:

• Serve as the primary point of contact for executive stakeholders, aligning brighthush’s solutions with their long‑term business objectives.
• Develop and execute comprehensive customer success plans that identify risks, opportunities, and measurable outcomes.
• Lead strategic business reviews and executive‑level meetings, delivering insights, performance updates, and actionable recommendations.
• Act as the escalation hub for complex issues, coordinating cross‑functional resources to resolve challenges swiftly and maintain high satisfaction.
• Provide structured Voice of Customer (VoC) feedback to product management, driving enhancements and roadmap priorities.
• Analyze operational and business data to recommend performance improvements, solution optimization, and fuel‑management efficiencies.
• Identify and champion growth opportunities—expansion, cross‑sell, and upsell—aligned with customer goals.
• Mentor and coach junior team members, sharing best practices and contributing to continuous process improvement.

Key Responsibilities

• Strategic Advisory: Build deep, trusted relationships with C‑suite and key decision makers, positioning yourself as the go‑to advisor for all brighthush initiatives.
• Success Planning: Craft and maintain detailed success roadmaps for each account, setting clear KPIs, milestones, and success metrics.
• Business Reviews: Conduct quarterly business reviews (QBRs) that highlight value delivery, ROI, and future opportunities, ensuring alignment with customer priorities.
• Issue Escalation & Resolution: Own the escalation process, working closely with engineering, product, and support to resolve incidents and prevent recurrence.
• VoC & Insight Generation: Capture, analyze, and present customer insights to product and engineering teams, influencing feature development and product strategy.
• Data‑Driven Recommendations: Leverage analytics to identify under‑utilized features, propose optimization strategies, and support customers in achieving operational excellence.
• Growth Enablement: Partner with sales and marketing to identify expansion opportunities, develop account‑specific growth plans, and close upsell/cross‑sell deals.
• Team Leadership: Mentor junior success managers, facilitate knowledge sharing, and drive continuous improvement initiatives across the Customer Success organization.
• Travel & Collaboration: Travel up to 20% of the time to meet with key customers, attend industry events, and collaborate with global teams.

Essential Qualifications

• 5+ years of experience in a Customer Success, Account Management, or Enterprise SaaS role, preferably with a focus on Tier‑1 enterprise customers.
• Proven track record of managing complex, high‑value accounts and driving measurable outcomes such as retention Apply for this job