Senior Customer Success Manager – Strategic Accounts (Switzerland & Austria) – Remote – brighthush

About brighthush

brighthush is a forward‑thinking SaaS provider that empowers businesses across Europe with cutting‑edge IT Service Management (ITSM) solutions. Our mission is to transform how organizations deliver technology services, enabling them to focus on innovation, customer delight, and sustainable growth. With a strong presence in Switzerland and Austria, we serve a diverse portfolio of mid‑market and enterprise clients, helping them streamline operations, reduce downtime, and unlock the full value of their digital investments.

Why brighthush?

• Impactful Work: Every day you’ll partner with high‑profile accounts, driving measurable improvements in service delivery and customer satisfaction.
• Remote Flexibility: Work from anywhere in Switzerland or Austria (or Rothenburg) while staying connected to a vibrant, collaborative team.
• Career Growth: brighthush invests in your professional development through mentorship, training, and clear advancement pathways.
• Inclusive Culture: We celebrate diversity, encourage open dialogue, and foster a supportive environment where every voice matters.
• Competitive Compensation: A comprehensive package that rewards performance, includes performance bonuses, and offers attractive benefits.

Key Responsibilities

As a Senior Customer Success Manager for Strategic Accounts, you will be the trusted advisor to our most valuable clients. Your role will blend strategic thinking, operational excellence, and a passion for customer advocacy.

• Build and nurture long‑term relationships with C‑level stakeholders and key decision makers across Swiss and Austrian accounts.
• Develop a deep understanding of each client’s business objectives, pain points, and success metrics.
• Lead quarterly business reviews (QBRs), presenting data‑driven insights, ROI analyses, and actionable recommendations.
• Collaborate with Sales, Product, and Support teams to ensure seamless onboarding, adoption, and expansion of brighthush solutions.
• Identify upsell and cross‑sell opportunities, working closely with the Revenue Operations team to close deals that align with client goals.
• Champion a proactive service model, anticipating issues before they arise and driving continuous improvement initiatives.
• Maintain accurate and up‑to‑date account plans, usage reports, and health scores in our CRM system.
• Act as a subject matter expert on ITSM best practices, industry trends, and regulatory requirements relevant to Swiss and Austrian markets.
• Represent brighthush at industry events, webinars, and client workshops, positioning the brand as a thought leader.
• Mentor junior Customer Success associates, sharing knowledge, coaching best practices, and fostering a culture of excellence.

Essential Qualifications

• Minimum 4–6 years of experience in Customer Success, Account Management, or a related field, preferably within SaaS or ITSM environments.
• Proven track record of managing strategic accounts, driving retention, and achieving upsell targets.
• Strong analytical mindset with the ability to interpret usage data, churn risk indicators, and performance metrics.
• Excellent communication skills in English (written and spoken). Proficiency in German or French is highly desirable.
• Experience working with remote teams and clients across multiple time zones.
• Knowledge of ITSM frameworks (ITIL, ISO 20000) and familiarity with cloud platforms (AWS, Azure, GCP) is a plus.
• Self‑motivated, proactive, and comfortable taking ownership of complex, cross‑functional initiatives.

Preferred Qualifications

• Background in the financial services, telecommunications, or manufacturing sectors within Switzerland or Austria.
• Experience with customer success tools such as Gainsight, Totango, or similar platforms.
• Certifications in ITSM (e.g., ITIL Foundation) or Customer Success Management.
• Fluency in multiple languages (German, French, Italian) enhances client engagement.
• Prior experience in a leadership or mentorship capacity.

Key Skills & Competencies

• Strategic Thinking: Ability to align client objectives with brighthush solutions and articulate a clear roadmap.
• Relationship Management: Building trust, managing expectations, and fostering long‑term partnerships.
• Data‑Driven Decision Making: Leveraging analytics to inform strategy and demonstrate value.
• Problem Solving: Quickly diagnosing issues, proposing solutions, and driving resolution.
• Influence & Negotiation: Persuading stakeholders and negotiating contracts that benefit both parties.
• Collaboration: Working effectively across Sales, Product, Support, and Finance teams.
• Adaptability: Thriving in a fast‑paced, evolving SaaS environment.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Success Manager, you will:

• Progress to a Director of Customer Success or Head of Strategic Accounts role, overseeing a larger portfolio and a team of managers.
• Participate in leadership development programs, including executive coaching and cross‑functional projects.
• Attend industry conferences, webinars, and workshops to stay ahead of ITSM trends and network with peers.
• Contribute to product roadmaps by feeding client insights into our agile development cycles.
• Earn certifications and training credits through our partnership with leading learning platforms.

Work Environment & Culture

brighthush thrives on collaboration, transparency, and a relentless focus on customer success. Our remote‑first culture means:

• Flexible working hours that respect personal commitments while ensuring client coverage.
• Regular virtual team huddles, knowledge‑sharing sessions, and informal “coffee chats” to build camaraderie.
• A culture of psychological safety where ideas are welcomed, and constructive feedback is the norm.
• Access to cutting‑edge tools and technologies that enable you to deliver exceptional service.
• Recognition programs that celebrate wins, both big and small, across the organization.

Compensation, Perks & Benefits

While the exact figures may vary based on experience and location, brighthush offers a competitive package that includes:

• Base salary commensurate with market standards for senior Customer Success roles in Switzerland and Austria.
• Performance‑based bonuses tied to retention, upsell, and customer satisfaction metrics.
• Health and wellness benefits, including comprehensive medical coverage and wellness stipends.
• Generous paid time off, including vacation, personal days, and public holidays.
• Professional development budget for courses, certifications, and conference attendance.
• Equity or stock‑option plans for eligible employees, aligning long‑term success with company growth.
• Flexible work arrangements, including remote work and optional office spaces in key cities.

How to Apply

Ready to take the next step in your Customer Success career? Join brighthush and help shape the future of IT service management across Switzerland and Austria. Click the link below to submit your application and become part of a team that values innovation, collaboration, and customer impact.

Apply to brighthush Today

Closing Statement

At brighthush, we’re not just building software; we’re building lasting relationships that empower businesses to thrive. If you’re a strategic thinker, a data‑driven advocate, and a passionate customer champion, we want to hear from you. Let’s create success stories together.