Senior Customer Success Manager – Strategic Accounts & Retention Lead – Germany (m/f/d)

About brighthush

brighthush is a global leader in cloud‑native IT service management and SaaS solutions, empowering enterprises to streamline operations, accelerate digital transformation, and deliver exceptional customer experiences. With a portfolio that spans ITSM, asset management, and intelligent automation, brighthush helps organizations of all sizes unlock the full potential of their technology investments. Our mission is to make complex IT environments simple, secure, and scalable, and we do so by combining cutting‑edge technology with a customer‑centric mindset.

As we expand our presence in Germany, we are looking for a seasoned Customer Success Manager – Strategic Accounts who will play a pivotal role in nurturing high‑value relationships, driving adoption, and ensuring our clients achieve measurable business outcomes. If you thrive in a fast‑paced, remote-first environment and have a passion for turning data into insight, brighthush offers you the platform to grow, innovate, and make a real impact.

Role Overview

In this full‑time, remote position based in Germany, you will serve as the primary advocate for our most strategic customers. You will partner with cross‑functional teams—including Sales, Product, Engineering, and Support—to deliver a seamless, value‑driven experience that maximizes customer satisfaction, retention, and expansion. Your deep understanding of SaaS and ITSM will enable you to translate complex technical concepts into actionable business value for our clients.

Key Responsibilities

• Strategic Account Leadership: Own a portfolio of high‑profile accounts, acting as the trusted advisor and point of contact for all customer success initiatives.
• Customer Journey Management: Map and optimize the end‑to‑end customer journey—from onboarding and adoption to renewal and expansion—ensuring a smooth, proactive experience.
• Retention & Expansion: Drive renewal success and identify upsell/cross‑sell opportunities by demonstrating ROI, delivering business reviews, and aligning solutions with evolving customer needs.
• Data‑Driven Insights: Leverage usage analytics, health scores, and customer feedback to forecast churn risk, recommend improvement actions, and report on key metrics to internal stakeholders.
• Collaboration & Advocacy: Work closely with Product and Engineering to surface customer pain points, influence roadmap priorities, and champion customer needs within brighthush.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer forums, positioning the brand as a trusted partner in ITSM and SaaS excellence.
• Process & Tool Optimization: Continuously refine account management processes, playbooks, and tooling (e.g., CRM, CSAT, NPS) to increase efficiency and scalability.
• Team Mentorship: Mentor junior CS team members, sharing best practices, coaching on account strategies, and fostering a culture of continuous improvement.

Essential Qualifications

• Minimum 3–5 years of experience in customer success, account management, or related roles within the SaaS or ITSM space.
• Proven track record of managing strategic accounts, achieving high renewal rates, and driving expansion revenue.
• Strong analytical mindset with the ability to interpret usage data, derive insights, and translate them into actionable plans.
• Excellent communication skills in both German and English, capable of presenting complex concepts to technical and non‑technical audiences.
• Demonstrated ability to collaborate cross‑functionally, influence stakeholders, and navigate ambiguous situations.
• Experience with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango) is highly desirable.
• Self‑motivated, results‑oriented, and comfortable working independently in a remote environment.

Preferred Qualifications

• Background in IT service management, ITIL, or related frameworks.
• Experience in a high‑growth SaaS company or startup environment.
• Knowledge of cloud platforms (AWS, Azure, GCP) and modern DevOps practices.
• Prior experience leading or participating in customer success strategy workshops.
• Fluency in additional languages (e.g., French, Spanish) is a plus.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate customer needs, and align solutions with long‑term business goals.
• Relationship Building: Proven skill in building trust, fostering collaboration, and maintaining long‑term partnerships.
• Problem Solving: Strong analytical and troubleshooting skills, with a focus on delivering practical, customer‑centric solutions.
• Project Management: Experience managing multiple initiatives simultaneously, ensuring timely delivery and stakeholder alignment.
• Data Literacy: Comfortable working with dashboards, metrics, and data‑driven decision making.
• Adaptability: Thrives in a dynamic, fast‑moving environment, quickly adjusting priorities as business needs evolve.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Customer Success Manager, you will have access to:

• Structured onboarding and continuous learning programs, including certifications in SaaS, ITSM, and customer success frameworks.
• Mentorship from senior leaders across product, engineering, and sales, providing insights into the broader business strategy.
• Opportunities to lead cross‑functional initiatives, such as product roadmap sessions, customer advisory boards, and industry research projects.
• Clear career pathways to senior Customer Success leadership roles, including Director of Customer Success or VP of Customer Experience.
• Regular performance reviews and goal‑setting sessions to align your growth with brighthush’s evolving objectives.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and innovation. Our remote‑first culture means you can work from anywhere in Germany while staying connected through:

• Weekly virtual town halls and monthly all‑hands meetings.
• Dedicated Slack channels for real‑time collaboration across teams.
• Quarterly virtual retreats that combine team building, learning workshops, and fun activities.
• Flexible work hours that respect work‑life balance and personal commitments.
• A culture that celebrates diversity, inclusion, and continuous improvement.

Compensation & Benefits

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

• Base salary commensurate with industry standards for mid‑level Customer Success roles in Germany.
• Performance‑based bonuses tied to renewal, expansion, and customer satisfaction metrics.
• Equity or stock‑option plans that align your success with the company’s long‑term growth.
• Comprehensive health insurance, including medical, dental, and vision coverage.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development budget for conferences, courses, and certifications.
• Wellness programs, including virtual fitness classes, mental health resources, and ergonomic support for remote work.

How to Apply

If you are ready to take your customer success career to the next level and help shape the future of IT service management, we would love to hear from you. Please submit your application through our careers portal or email your résumé and cover letter to [email protected]. In your cover letter, share a specific example of how you have driven customer success in a strategic account and the measurable impact you achieved.

Join brighthush – Where Innovation Meets Customer Success

At brighthush, you will be part of a forward‑thinking team that values curiosity, collaboration, and a relentless focus on customer outcomes. Your expertise will directly influence the success of our most important clients, while you grow alongside a company that is redefining the ITSM landscape. If you are passionate about empowering customers, driving measurable results, and working in a culture that rewards initiative and creativity, we encourage you to apply today and become a key player in our journey.