Senior Customer Success Manager – Strategic Account Leadership & Growth Champion for Innovative SaaS Solutions at brighthush

About brighthush

brighthush is a trailblazing SaaS powerhouse that is reshaping how businesses engage, retain, and grow their customer base. With a presence that spans North America, EMEA, and APAC, we empower high‑profile clients in fintech, gaming, e‑commerce, and enterprise software to unlock new revenue streams and elevate their customer experience. Our culture is rooted in curiosity, collaboration, and a relentless drive to deliver measurable impact. At brighthush, every team member is encouraged to think boldly, experiment freely, and own the outcomes that matter most to our clients and the company.

Why brighthush?

When you join brighthush, you become part of a high‑energy, purpose‑driven organization that values innovation, ownership, and continuous learning. We offer:

• Impact‑oriented work – Your initiatives directly influence client success and company growth.
• Global exposure – Collaborate with colleagues and customers across multiple time zones and cultures.
• Career acceleration – Structured mentorship, leadership training, and clear pathways to senior roles.
• Employee‑first perks – Competitive salary, equity, comprehensive health coverage, unlimited PTO, and flexible work arrangements.
• Community & culture – Regular hackathons, wellness programs, and volunteer days that bring us together beyond the office.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for our most strategic accounts. You’ll own the entire customer lifecycle—from onboarding to expansion—ensuring that each client achieves their business objectives while driving revenue growth for brighthush. Your blend of strategic thinking, operational excellence, and deep empathy will enable you to build lasting relationships, anticipate needs, and translate insights into actionable plans.

Key Responsibilities

• Strategic Account Leadership – Own a portfolio of high‑value clients, acting as the single point of contact for all business and technical matters.
• Client Discovery & Goal Alignment – Conduct in‑depth discovery sessions to understand each client’s vision, pain points, and success metrics. Translate these insights into tailored roadmaps that align with their objectives.
• Product Adoption & Enablement – Drive adoption of brighthush’s platform by orchestrating training, workshops, and best‑practice sessions. Ensure clients are leveraging the full suite of features to maximize ROI.
• Voice of the Customer – Serve as the internal champion for client needs. Collaborate with product, engineering, sales, and support teams to prioritize enhancements, resolve issues, and deliver on promises.
• Upsell & Expansion Champion – Identify and execute on upsell, cross‑sell, and expansion opportunities. Build business cases that demonstrate clear value to the client and secure buy‑in from senior stakeholders.
• Issue Resolution & Escalation Management – Own the resolution of escalated issues, ensuring timely communication, root‑cause analysis, and preventive measures.
• Business Reviews & Health Scoring – Lead quarterly business reviews (QBRs) to assess health scores, review progress, and surface new opportunities. Deliver data‑rich presentations to C‑suite executives.
• Metrics & Analytics – Track and analyze key success metrics (NPS, churn, adoption rates, usage patterns). Translate data into actionable insights and share findings with internal leadership.
• Cross‑Functional Collaboration – Partner with marketing, finance, and product teams to align on go‑to‑market strategies, pricing models, and feature roadmaps.
• Thought Leadership & Advocacy – Represent brighthush at industry events, webinars, and client conferences. Share success stories and case studies that showcase the value of our solutions.

Essential Qualifications

• Minimum 3–5 years of experience in Customer Success, Account Management, or a related client‑facing role within a SaaS or technology company.
• Proven track record of managing enterprise‑level accounts and driving revenue growth through upsell and expansion.
• Exceptional communication skills—both written and verbal—across all levels, including C‑suite executives.
• Strong analytical mindset with experience interpreting data to inform strategy and decision‑making.
• Demonstrated ability to influence cross‑functional teams and navigate complex organizational structures.
• Fluent in English; additional languages are a plus.
• Experience in fintech, gaming, or enterprise SaaS environments is highly desirable.

Preferred Qualifications

• Advanced degree (MBA, MS, or equivalent) or relevant certifications (CSM, CSPO, etc.).
• Hands‑on experience with CRM and customer success platforms such as Gainsight, Totango, or HubSpot.
• Background in data visualization tools (Tableau, Power BI) and SQL for deep dives into usage data.
• Track record of leading cross‑regional teams or managing clients across multiple time zones.
• Experience in building and scaling customer success processes and frameworks.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Relationship Building – Empathy, active listening, and a consultative approach to client interactions.
• Project Management – Strong organizational skills, prioritization, and the ability to manage multiple initiatives simultaneously.
• Data‑Driven Decision Making – Comfortable working with metrics, dashboards, and analytics to drive continuous improvement.
• Influence & Negotiation – Persuasive communication that secures stakeholder alignment and drives outcomes.
• Adaptability – Thrives in a fast‑paced, evolving environment with shifting priorities.
• Collaboration – Works seamlessly with product, engineering, sales, marketing, and finance teams.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering professional development. As a Senior Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders.
• Leadership training workshops and certification courses.
• Cross‑functional project assignments that broaden your skill set.
• Clear promotion pathways to Director of Customer Success, VP of Customer Experience, or Head of Client Relations.
• Annual learning budget for conferences, workshops, and online courses.

Work Environment & Culture

Our office is a vibrant hub of creativity and collaboration. We embrace a hybrid work model, offering flexibility for remote work while fostering in‑person collaboration during team events, hackathons, and strategy sessions. Our culture is built on:

• Transparency – Open communication channels, regular town halls, and an open‑door policy.
• Innovation – Encouragement to experiment, prototype, and iterate on ideas.
• Inclusive hiring practices and a diverse workforce.
• Employee wellness initiatives, including on‑site fitness classes, mindfulness sessions, and health resources.
• Community outreach and volunteer opportunities that align with our mission to give back.

Compensation & Benefits

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

• Base salary commensurate with market standards.
• Performance‑based bonuses tied to client success metrics.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Unlimited paid time off (PTO) and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and mental health resources.

How to Apply

Ready to make a tangible impact on the success of world‑class brands? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Customer Success Manager role at brighthush. We’re excited to explore how your expertise can help shape the future of customer experience.