Senior Customer Success Manager – Strategic Accounts & Enterprise Partnerships – Championing Adoption, Satisfaction, and Growth at brighthush

Introduction

At brighthush, we’re redefining the way businesses harness technology to drive operational excellence and customer delight. Our platform empowers franchise systems, multi‑location enterprises, and end‑users to streamline workflows, elevate service quality, and unlock new revenue streams. As a global leader in the service‑management space, we’re on a mission to deliver transformative solutions that help our partners thrive in an ever‑evolving market.

We’re looking for a seasoned Senior Customer Success Manager – Strategic Accounts who will become a trusted advisor to our most valuable clients. In this role, you’ll partner with executive leaders, franchise owners, and internal teams to ensure our customers not only adopt but fully realize the value of our platform. If you’re passionate about building lasting relationships, driving product adoption, and turning customers into advocates, we want to hear from you.

Key Responsibilities

• Strategic Partnership Development: Build and nurture high‑level relationships with C‑suite executives, operations leaders, and key stakeholders across our strategic accounts.
• Customer Advocacy & Evangelism: Champion the voice of the customer within brighthush, translating user insights into actionable product enhancements and business outcomes.
• Product Adoption & Training: Design and deliver customized training programs, workshops, and best‑practice guides for corporate staff, franchise owners, and end users to maximize platform utilization.
• Project & Initiative Leadership: Own cross‑functional initiatives that drive adoption, satisfaction, and renewal, coordinating with Sales, Product, Engineering, and Support teams.
• Data‑Driven Insight: Analyze engagement metrics, usage patterns, and KPI dashboards to identify trends, uncover opportunities, and recommend data‑backed strategies.
• Escalation Management: Serve as the primary escalation point for complex support tickets, ensuring timely resolution and customer satisfaction.
• Account Health & Forecasting: Maintain accurate account records, forecast renewal risks, and collaborate with the Revenue Operations team to secure long‑term success.
• Business Review & Value Reinforcement: Prepare and present quarterly business reviews (QBRs) that highlight ROI, feature adoption, and strategic roadmap alignment.
• Onboarding & Transition: Assist in the onboarding of new strategic accounts, ensuring a seamless handover from Sales to Customer Success and a smooth start‑up experience.
• Continuous Improvement: Identify gaps in the customer journey, propose process enhancements, and work with internal stakeholders to elevate the overall experience.

Essential Qualifications

• 5+ years of experience managing enterprise‑level accounts or complex projects with demonstrable success.
• Proven track record of driving product adoption, customer satisfaction, and renewal in a SaaS or technology‑focused environment.
• Exceptional communication, presentation, and stakeholder‑management skills.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Self‑motivated, entrepreneurial spirit, thriving in a fast‑paced, high‑growth setting.
• Experience working with franchise systems or multi‑location enterprises is highly desirable.
• Comfortable with moderate travel (up to 15% nationwide) to meet clients in person.

Preferred Qualifications

• Background in the service‑management or home‑services industry.
• Experience in a Customer Success Manager or Account Manager role within a SaaS company.
• Knowledge of CRM, analytics, and customer‑success platforms (e.g., Gainsight, Totango).
• Project management certification (PMP, Agile, or similar) is a plus.
• Demonstrated ability to influence product roadmaps through customer advocacy.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate client needs, and develop long‑term partnership strategies.
• Relationship Building: Proven skill in building trust with executive leaders and cross‑functional teams.
• Problem Solving: Creative, data‑driven approach to resolving complex challenges.
• Project Management: Strong organizational skills, meticulous attention to detail, and the capacity to juggle multiple initiatives simultaneously.
• Communication: Clear, concise, and persuasive communication across all levels of an organization.
• Adaptability: Comfortable wearing multiple hats and pivoting quickly in response to changing priorities.
• Customer‑Centric Mindset: Deep empathy for client pain points and a relentless focus on delivering value.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Customer Success Manager, you’ll:

• Lead high‑impact projects that shape the future of our platform.
• Collaborate with senior leaders across Product, Engineering, and Sales to influence product strategy.
• Participate in leadership training programs designed to accelerate your growth into executive roles.
• Access a robust learning library, including industry certifications, workshops, and mentorship opportunities.
• Earn recognition through peer‑nominated awards, performance bonuses, and a culture that celebrates innovation.

Work Environment & Company Culture

Our culture is built on the principles of transparency, collaboration, and continuous improvement. At brighthush, you’ll find:

• A diverse, inclusive workplace that values different perspectives and encourages creative problem‑solving.
• Flexible work arrangements that support work‑life balance, including flextime and remote options.
• A collaborative environment where cross‑functional teams work together to deliver exceptional customer experiences.
• Regular town‑hall meetings, hackathons, and innovation challenges that keep the energy high and ideas flowing.
• A commitment to social responsibility, with initiatives that give back to the communities we serve.

Compensation & Benefits

We offer a competitive total‑compensation package that includes:

• Base salary commensurate with experience and market benchmarks.
• Variable commission and performance bonuses tied to customer success metrics.
• Equity options that allow you to share in the company’s long‑term growth.
• Comprehensive health, dental, and vision coverage, with 100% employer contribution for the employee and 90% for dependents.
• Flexible spending accounts (FSA) and health savings accounts (HSA) to support your wellness needs.
• 401(k) plan with company match to help you build a secure financial future.
• Telehealth services and partnerships with providers like One Medical for convenient, on‑demand care.
• Parental leave, fertility support, adoption reimbursement, and other family‑friendly benefits.
• Pet insurance, legal advisory services, financial planning tools, and more.

How to Apply

Ready to make a tangible impact on the success of our most strategic partners? Submit your application through our careers portal and join a team that values innovation, collaboration, and customer obsession.

Apply To This Job

We Celebrate Diversity & Inclusion

At brighthush, we believe that a diverse workforce fuels creativity and drives better outcomes. We strongly encourage individuals from underrepresented groups to apply. We are an equal‑opportunity employer and do not discriminate based on race, color, religion, sex, national origin, gender identity, age, disability, pregnancy, or any other protected characteristic.

Use of AI Technology in Recruitment

We employ AI‑assisted tools to streamline our hiring process, ensuring a fair and efficient experience for all candidates. These tools are used solely for screening and do not influence hiring decisions.

About brighthush

brighthush is a leading provider of technology solutions that empower service‑based businesses to operate more efficiently, deliver superior customer experiences, and grow sustainably. Our mission is to help our partners achieve operational excellence and unlock new revenue opportunities through innovative, data‑driven platforms.