Senior Customer Success Manager – Strategic Growth Leader & Customer Champion for SaaS Analytics & Finance Solutions at brighthush – Accelerating Customer Success, Expansion, and Retention in Data Intelligence

About brighthush

brighthush is a trailblazer in the data intelligence arena, redefining how finance and data teams harness information to make smarter, faster, and more profitable decisions. With a robust portfolio that spans Financial Planning & Analysis (FP&A), Controllership, and Data & Analytics, we empower more than 32,000 organizations worldwide to navigate any economic climate with confidence. Our mission is simple yet profound: transform the way finance leaders operate by delivering insights that enable them to drive profitability, compliance, and operational excellence.

Why Join brighthush?

At brighthush, we don’t just build software – we build lasting relationships. Our culture thrives on curiosity, collaboration, and an unwavering focus on customer success. We celebrate diversity, champion continuous learning, and reward bold ideas that push the industry forward. If you thrive in a fast‑paced, high‑impact environment where your voice matters, brighthush is the place to grow, innovate, and make a real difference.

Position Overview

We are seeking a dynamic and seasoned Senior Customer Success Manager to lead our customer success organization. In this role, you will be the champion of our customers, ensuring they achieve their desired outcomes, maximize the value of our solutions, and become long‑term advocates for brighthush. You will manage a high‑performing team of Customer Success Professionals, mentor them to excellence, and collaborate cross‑functionally with Sales, Product, Engineering, and Support to create a seamless, customer‑centric experience.

Key Responsibilities

• Drive Customer Success Outcomes: Own the end‑to‑end customer journey, from onboarding to renewal, and set ambitious goals for adoption, expansion, and retention.
• Lead and Inspire Your Team: Build a culture of accountability, curiosity, and continuous improvement. Provide coaching, performance feedback, and career development plans.
• Increase Customer Lifetime Value: Develop and execute success plans, health scoring frameworks, and proactive outreach strategies that elevate satisfaction and reduce churn.
• Data‑Driven Decision Making: Leverage advanced reporting and analytics to uncover trends, predict risk, and create actionable insights that inform strategy.
• Proactive NPS & At‑Risk Programs: Design and execute initiatives that keep NPS high and identify at‑risk accounts before they become churn.
• Escalation Champion: Own the escalation process, working closely with cross‑functional teams to resolve issues swiftly and turn challenges into opportunities.
• Standardize Outreach & Interventions: Implement a consistent framework for proactive outreach and reactive support across the customer lifecycle.
• Customer Advocacy & Voice: Partner with leadership to embed customer feedback into product roadmaps, service enhancements, and strategic decisions.
• Process Scale & Optimization: Collaborate with peers to refine onboarding, training, support, and advocacy processes, ensuring scalability and efficiency.
• Revenue Growth Enablement: Bridge the gap between Account Management, Direct Sales, Professional Services, and Customer Success to unlock upsell and cross‑sell opportunities.
• Metrics & Reporting: Own the KPI framework, present performance dashboards to senior leadership, and drive continuous improvement.
• Governance & CRM Excellence: Ensure accurate data capture, adherence to governance policies, and effective use of our CRM to support downstream reporting.
• Renewal Forecasting: Extract, analyze, and forecast renewal data, proactively addressing potential risks with corrective action plans.

Daily Activities

Every day, you’ll be at the intersection of strategy, execution, and customer delight. You’ll:

• Host weekly strategy sessions with your team to review health scores, adoption metrics, and upcoming initiatives.
• Facilitate cross‑functional workshops to align on customer priorities and product enhancements.
• Analyze customer data to identify upsell opportunities and craft tailored expansion plans.
• Lead the creation of customer success playbooks that standardize best practices across the organization.
• Represent brighthush at industry events, webinars, and customer conferences to showcase our value proposition.
• Mentor junior team members, fostering a culture of growth and high performance.
• Collaborate with Product to translate customer insights into roadmap priorities.
• Coordinate with Engineering to ensure timely resolution of technical issues.
• Maintain a pulse on industry trends and competitor offerings to keep our solutions ahead of the curve.

Essential Qualifications

• 10+ years of experience in Customer Success, with at least 5 years in a senior or managerial capacity within a SaaS environment.
• Proven track record of driving customer retention, expansion, and satisfaction metrics.
• Strong executive presence and the ability to communicate complex data insights to C‑suite leaders.
• Hands‑on experience managing both on‑prem and cloud‑based success models.
• Experience integrating acquired teams into a unified success framework.
• Excellent coaching, mentoring, and people‑management skills.
• Strong analytical mindset with proficiency in CRM (e.g., brighthush), data visualization tools, and success metrics frameworks.
• Willingness to travel up to 25% to meet customers and attend industry events.
• Demonstrated ability to build and scale high‑performance teams in a fast‑moving environment.
• Proficiency in using data to drive decisions and influence cross‑functional stakeholders.

Preferred Qualifications

• Background in financial, accounting, or ERP software solutions.
• Experience with reporting and analytics platforms similar to brighthush’s product suite.
• Demonstrated success in resolution and escalation management.
• Knowledge of financial services, banking, or accounting concepts.
• Experience working with global, multi‑region customer bases.
• Familiarity with customer success tools such as brighthush, brighthush, or similar platforms.

Skills & Competencies

• Customer‑Centric Mindset: Passionate about making clients successful and turning feedback into action.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Collaboration: Works seamlessly across teams, building trust and shared ownership.
• Problem‑Solving: Proactive, resourceful, and resilient in the face of challenges.
• Data‑Driven Decision Making: Uses metrics to guide strategy and measure impact.
• Leadership: Inspires, motivates, and develops high‑performing teams.
• Change Management: Comfortable leading change initiatives and driving adoption.
• Project Management: Skilled at managing multiple priorities and delivering results on time.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market. As Senior Customer Success Manager, you’ll have the opportunity to:

• Progress to Director or VP of Customer Success, shaping the global strategy.
• Lead cross‑functional initiatives that influence product development, go‑to‑market strategy, and customer experience.
• Participate in leadership development programs, executive coaching, and industry conferences.
• Access a robust learning ecosystem, including certifications, workshops, and mentorship from seasoned leaders.
• Take ownership of new market segments or verticals, driving expansion and innovation.
• Contribute to thought leadership through whitepapers, webinars, and speaking engagements.

Work Environment & Culture

brighthush thrives on a culture of innovation, transparency, and inclusivity. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly all‑hands meetings, virtual coffee chats, and cross‑team hackathons.
• Flexible work hours that respect work‑life balance.
• A collaborative environment where ideas are valued and experimentation is encouraged.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Regular team‑building retreats and social events to strengthen relationships.
• Access to a global network of peers and industry experts.

Compensation & Benefits

We offer a competitive base salary range of $124,000 to $156,000 USD annually, with additional performance bonuses and equity opportunities for senior roles. Our comprehensive benefits package includes:

• Health, dental, and vision insurance for you and your family.
• 401(k) matching and financial wellness programs.
• Unlimited paid time off and a flexible vacation policy.
• Professional development budget and tuition reimbursement.
• Wellness stipend, mental health resources, and employee assistance programs.
• Annual company retreats and team‑building events.
• Access to cutting‑edge tools and technology to support your work.
• Recognition programs that celebrate achievements and milestones.

Equal Opportunity Employer

brighthush is committed to creating a diverse and inclusive workplace. We celebrate differences and provide equal employment opportunities to all qualified candidates, regardless of race, color, ethnicity, gender, sexual orientation, age, disability, veteran status, or any other protected characteristic.

Ready to Join brighthush?

If you are a proactive problem‑solver with a passion for building lasting customer relationships, a proven track record in SaaS Customer Success, and a desire to lead a high‑impact team, we invite you to take the next step in your career. Join brighthush and help shape the future of data intelligence for finance leaders worldwide.