Senior Enterprise Cloud Customer Success Manager – Escalation Excellence Leader & Strategic Growth Partner Driving Global Client Success, Revenue Expansion, and Innovation at brighthush (Remote)

About brighthush

brighthush is a global technology partner that empowers enterprises to harness the full potential of cloud computing. From Fortune 500 corporations to high‑growth startups and public sector agencies, we deliver end‑to‑end cloud solutions that drive agility, scalability, and innovation. Our portfolio spans cloud migration, security, advanced analytics, AI‑driven automation, and more, enabling clients to transform operations, reduce costs, and accelerate time‑to‑market.

In a world where digital transformation is no longer optional, brighthush stands at the forefront of cloud innovation. We combine deep technical expertise with a customer‑centric mindset, ensuring that every solution we deliver is not only cutting‑edge but also aligned with the strategic objectives of our clients. Our mission is simple: help organizations unlock the power of the cloud to create lasting value, drive growth, and stay ahead of the competition.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that the best results come from a culture of curiosity, collaboration, and continuous improvement. We invest heavily in professional development, mentorship, and cross‑functional projects that expose you to every facet of our business. Whether you’re a seasoned leader or an emerging talent, you’ll find a supportive environment that rewards bold ideas, celebrates diversity, and encourages you to shape the future of cloud services.

Our remote‑first approach means you can work from anywhere while staying connected to a vibrant, collaborative community. We celebrate diversity, encourage innovation, and reward results. Our culture is defined by transparent communication, inclusive decision‑making, regular virtual team‑building events, and a focus on work‑life balance.

Role Overview

As the Senior Enterprise Cloud Customer Success Manager, you will be the strategic partner and trusted advisor for our most critical enterprise clients. Your leadership will directly influence customer satisfaction, retention, and revenue growth. You will translate complex technical solutions into clear, actionable business value, while driving strategic outcomes that align with each client’s long‑term goals.

In this role, you will own the entire customer journey from onboarding to expansion, ensuring that every touchpoint delivers measurable impact. You will lead a high‑performing team, collaborate with cross‑functional stakeholders, and act as the voice of the customer in product and service design.

Key Responsibilities

• Build and Lead a High‑Performing Team: Recruit, mentor, and develop a Customer Success team that consistently exceeds service level agreements and customer satisfaction metrics. Foster a culture of accountability, continuous improvement, and professional growth.
• Drive Strategic Customer Outcomes: Partner with customers to define success metrics, develop adoption roadmaps, and deliver measurable outcomes aligned with their business goals. Translate complex technical solutions into clear, actionable business value.
• Own Escalation Management: Own the escalation process, turning complex challenges into opportunities for improvement and ensuring rapid, effective resolution. Act as the final point of escalation for high‑impact issues and champion a customer‑centric mindset across the organization.
• Collaborate Cross‑Functionally: Work closely with Sales, Product, Engineering, and Support to align on customer priorities, feedback loops, and product enhancements. Serve as the voice of the customer in product roadmaps and service design.
• Leverage Data for Decision Making: Use analytics to monitor churn risk, upsell opportunities, and overall portfolio health, translating insights into actionable plans. Build dashboards and reporting frameworks that empower the team to make data‑driven decisions.
• Optimize Processes: Continuously refine customer success workflows, knowledge bases, and automation tools to increase efficiency and scalability. Identify bottlenecks, propose solutions, and champion best practices across the organization.
• Communicate with Executives: Serve as the primary point of contact for C‑suite stakeholders, delivering clear, concise updates on performance, risks, and opportunities. Build trust and credibility with senior leadership through transparent reporting and proactive engagement.
• Champion Customer Advocacy: Develop and nurture long‑term relationships with key decision‑makers, ensuring that our solutions remain integral to their strategic initiatives. Advocate for customer needs in executive forums and strategic planning sessions.
• Drive Revenue Expansion: Identify and execute on upsell, cross‑sell, and renewal opportunities that align with customer success metrics. Work closely with the Sales team to close high‑value deals that reinforce long‑term partnership.
• Mentor and Coach: Provide ongoing coaching, performance reviews, and career development plans for team members, fostering a culture of continuous learning and high performance.

Day‑to‑Day Activities

• Conduct quarterly business reviews (QBRs) with enterprise accounts, presenting performance dashboards and strategic recommendations.
• Facilitate onboarding workshops for new customers, ensuring a smooth transition from sales to post‑sale support.
• Lead root‑cause analysis sessions for escalated incidents, collaborating with engineering to implement permanent fixes.
• Mentor junior team members through coaching sessions, performance reviews, and skill‑gap assessments.
• Participate in product beta programs, providing real‑world feedback that shapes future releases.
• Maintain a pulse on industry trends, regulatory changes, and emerging technologies that could impact customer success.
• Develop and maintain a comprehensive customer health scorecard, tracking key metrics such as NPS, adoption rates, and usage patterns.
• Coordinate with Marketing to create case studies, testimonials, and success stories that showcase the value delivered to clients.
• Collaborate with Finance to forecast renewal revenue and identify potential churn risks.
• Lead cross‑functional workshops to align product, engineering, and support teams on upcoming releases and feature enhancements.

Essential Qualifications

• Bachelor’s Degree: In Business, Computer Science, or a related field, or an equivalent combination of education and experience.
• Experience: Minimum of 8 years of progressive experience in customer success, account management, or a related B2B function, with a proven track record of driving customer outcomes.
• Leadership Track Record: At least 3 years of proven management or leadership experience, with a history of building and scaling high‑performing teams.
• Executive Communication: Strong skills in articulating complex ideas to both technical and non‑technical audiences, with the ability to influence and negotiate at the executive level.
• Escalation Management: Demonstrated ability to manage escalations and resolve high‑impact issues with a customer‑centric mindset.
• Industry Knowledge: Experience in the cloud services or technology sector is highly desirable, with a deep understanding of enterprise cloud adoption challenges.

Preferred Qualifications

• Advanced Education: Master’s degree or higher in a relevant discipline.
• SaaS & Managed Cloud Experience: Familiarity with subscription billing, renewal processes, and SaaS metrics such as ARR, MRR, and churn.
• Technical Proficiency: Proficiency in customer success platforms (brighthush) and CRM systems (brighthush).
• Data Analytics: Skills in SQL, Excel, or business intelligence tools (brighthush) to extract actionable insights.
• Remote Team Leadership: Prior experience leading remote or distributed teams, with a proven ability to maintain engagement and performance across time zones.
• Compliance Knowledge: Understanding of industry compliance standards such as GDPR, SOC 2, ISO 27001, and the ability to embed these into customer success practices.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent, fostering a culture of continuous learning and high performance.
• Strategic Thinking: Translate customer goals into actionable plans that drive revenue and retention, while aligning with the broader business strategy.
• Problem‑Solving: Tackle complex challenges with analytical rigor and creative solutions, turning obstacles into opportunities for growth.
• Communication: Clear, persuasive, and adaptable communication across all levels, from front‑line team members to C‑suite executives.
• Collaboration: Foster strong relationships with cross‑functional teams to deliver seamless customer experiences and drive product innovation.
• Customer‑Obsessed: Deep empathy for customer needs and a passion for exceeding expectations, ensuring that every interaction adds value.
• Adaptability: Thrive in a fast‑moving, evolving technology landscape, quickly adjusting priorities and strategies as market conditions change.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured leadership training programs covering coaching, performance management, and strategic planning.
• Mentorship from senior executives who share insights and experience, providing guidance on career progression and industry trends.
• Cross‑departmental projects that broaden exposure to product development, sales strategy, and technical architecture, giving you a holistic view of the business.
• Industry conferences, webinars, and certifications to keep you at the forefront of cloud and customer success trends.
• Clear career pathways that can lead to Director of Customer Success, VP of Customer Experience, or other executive roles within brighthush.

Work Environment & Culture at brighthush

Our remote‑first approach means you can work from anywhere while staying connected to a vibrant, collaborative community. We celebrate diversity, encourage innovation, and reward results. Our culture is defined by:

• Transparent communication and open feedback loops that empower every team member to contribute ideas.
• Inclusive decision‑making that values every voice, ensuring that diverse perspectives shape our strategy.
• Regular virtual team‑building events, informal check‑ins, and community initiatives that foster camaraderie across the organization.
• A focus on work‑life balance, with flexible scheduling and generous time‑off policies that support personal well‑being.
• Commitment to sustainability and social responsibility initiatives, allowing employees to contribute to meaningful causes.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and your experience.
• Performance‑based bonuses tied to customer success metrics and company goals.
• Equity or stock‑option plans to share in the company’s growth and long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and a fully remote work environment.
• Professional development stipend for courses, certifications, and conferences.
• Access to cutting‑edge tools and technology to support your work and innovation.
• Employee wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you’re ready to lead enterprise customer success at the intersection of technology and business, we want to hear from you. Submit your resume and a cover letter that highlights your experience in driving customer outcomes, managing escalations, and leading high‑performing teams. Tell us why you’re excited to join brighthush and how you can help our clients achieve their most ambitious cloud goals.

Apply now and become a pivotal part of brighthush’s mission to transform the way enterprises experience the cloud.