Senior Customer Success Project Management & Strategy Lead – Driving Commercial Growth & Operational Excellence at brighthush

About brighthush

brighthush is a global leader in customer communications, empowering more than 200,000 businesses—from tech giants to emerging startups—to connect with their customers through mobile messaging, voice, and email. Our mission is simple yet ambitious: to make every customer interaction seamless, secure, and scalable. With a culture built on Dream Big, Win Together, Keep it Simple, and Make it Happen, we blend cutting‑edge AI, a robust Super Network, and intuitive APIs to deliver experiences that delight users and drive measurable business outcomes.

Why This Role Matters

At brighthush, the Customer Success organization is the heartbeat that turns technology into tangible value for our clients. As the Senior Customer Success Project Management & Strategy Lead, you will be the catalyst that transforms this heartbeat into a high‑performing, commercially focused engine. You will own the end‑to‑end delivery of strategic initiatives, bridge the gap between customer experience and revenue growth, and shape the future of how we serve our customers worldwide.

Role Overview

Combining the rigor of a seasoned project manager with the analytical depth of a strategy consultant, you will lead cross‑functional projects that drive NRR (Net Revenue Retention) and elevate customer outcomes. Your work will influence senior leadership, partner with Sales, Product, Finance, and Data teams, and set the standard for how brighthush delivers on its promise of customer success.

Key Responsibilities

Project Management Excellence

• Lead multiple high‑impact, cross‑functional Customer Success projects—such as scaling upsell and cross‑sell lead generation, automating order‑form completion, and redesigning org structures based on refined customer segmentation.
• Own the delivery of specific Customer Success annual OKRs, ensuring alignment with broader company goals.
• Build comprehensive project plans that define scope, milestones, owners, dependencies, budgets, and risk mitigation strategies, and adapt them dynamically as conditions evolve.
• Maintain a single, transparent view of all active initiatives, implementing a streamlined intake and prioritization process that keeps the team focused on the work that delivers the most value.
• Develop and champion lightweight, practical standards—templates, status cadences, RAID logs—that are easy for project owners across the organization to adopt.
• Prepare and present regular status updates and dashboards for leadership, proactively flagging risks and proposing clear, actionable mitigation options.

Strategic Analysis & Insight

• Partner with the SVP of Customer Success to shape strategy, including coverage models, customer segmentation, and scalable engagement approaches.
• Own the resolution of strategic problems: deconstruct ambiguous challenges into hypothesis‑driven analyses, leveraging customer, market, and internal data to produce clear, actionable recommendations.
• Build and own business cases and financial models that support new initiatives aimed at driving NRR growth or delivering on CS OKRs.
• Define, track, and report on key CSM productivity metrics, ensuring continuous improvement in service delivery.
• Contribute to annual and quarterly planning cycles, including OKR setting and capacity planning.

Process Improvement & Change Management

• Identify friction points in Customer Success workflows and champion improvements that enhance efficiency and elevate the customer experience.
• Collaborate with CS Operations and Data teams to keep the CS tech stack—such as Salesforce and Gainsight—aligned with strategic objectives.
• Own change management for new processes and tools, including communications, training, and adoption tracking.
• Translate frontline feedback into actionable recommendations for process, product, and strategy enhancements.

Collaboration & Influence

• Act as a trusted partner to senior leaders, translating complex data and project status into clear, decision‑ready insights.
• Lead cross‑functional working groups without direct authority, resolving conflicts and building consensus across diverse teams.
• Coach team members on planning, structured problem‑solving, and effective communication, fostering a culture of continuous learning.

Essential Qualifications

• 8+ years of experience in project or program management, strategy consulting, corporate strategy, or customer success operations, with a proven track record of leading complex cross‑functional initiatives.
• Demonstrated ownership mentality—ability to drive projects to completion and hold stakeholders accountable for results.
• Strong analytical and financial modeling skills (advanced Excel or Google Sheets); familiarity with SQL or BI tools such as Tableau or Looker is a plus.
• Proven ability to structure ambiguous problems and present recommendations clearly in both written and verbal formats.
• Working knowledge of customer success concepts: onboarding, adoption, retention, renewals, expansion, and health scoring.
• Experience with project management tools (e.g., Asana, Jira, Smartsheet, Monday.com) and CRM or CS platforms.
• Bachelor’s degree in business, management, engineering, or a related field.

Preferred Qualifications

• Experience at a strategy consulting firm or in a corporate strategy team, managing projects from design to delivery.
• Professional certifications such as PMP, PRINCE2, or Agile (CSM, SAFe).
• MBA or other advanced degree.
• Experience in B2B SaaS or a subscription‑based business model.
• Experience with change management or managing distributed teams.

Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Data‑Driven Decision Making: Comfortable turning data into insights and actionable plans.
• Stakeholder Management: Skilled at building relationships across all levels of the organization.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Adaptability: Thrive in a fast‑paced, evolving environment.
• Leadership: Inspire and coach others, fostering a culture of accountability and continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As a senior leader in Customer Success, you will:

• Lead cross‑functional initiatives that shape company strategy, positioning you for future executive roles.
• Participate in leadership development programs, mentorship, and rotational projects across Sales, Product, and Finance.
• Access to continuous learning resources—online courses, workshops, and industry conferences—to keep you at the forefront of customer success and strategic management.
• Opportunity to influence product roadmap and go‑to‑market strategies, ensuring that customer insights drive innovation.

Work Environment & Culture at brighthush

Our culture is built on collaboration, transparency, and a relentless focus on customer value. You will enjoy:

• A flexible, remote‑first environment that empowers you to work where you are most productive.
• Inclusive teams that celebrate diverse perspectives and encourage open dialogue.
• A commitment to work‑life balance, with generous paid time off and flexible scheduling.
• Regular town‑hall meetings, hackathons, and cross‑team knowledge sharing sessions.
• Recognition programs that celebrate both individual and team achievements.

Compensation, Perks, and Benefits

The annual base salary for this position ranges from $152,000 to $190,000, commensurate with experience, location, and qualifications. In addition to a competitive salary, brighthush offers:

• Comprehensive medical, dental, and vision coverage, including telehealth services.
• Employee Assistance Program with free virtual counseling.
• Roth and pre‑tax 401(k) plans with employer match.
• Generous paid time off, parental leave, and family planning support.
• Flexible remote work options.
• Paid volunteer time to support community initiatives.
• Reward+ program with discounts on retail, entertainment, and more.

Our Hiring Process

We are committed to a fair, objective, and inclusive recruitment journey. Our process includes:

• Structured, competency‑based interviews that assess your skills, experience, and fit for the role.
• Data‑driven assessments to identify candidates who excel in project management and strategic analysis.
• Opportunities for you to ask questions and learn about brighthush culture and career paths.
• Transparent timelines and feedback throughout the process.

Ready to Make an Impact?

If you are a strategic thinker with a passion for customer success, ready to lead transformative projects and drive commercial growth, we want to hear from you. Join brighthush and help shape the future of customer communications—where every interaction matters.

Apply today and become a pivotal part of brighthush’s journey to connect businesses with customers worldwide.