Senior Enterprise Cloud & Managed Services Customer Success Manager IV – Remote – Champion Customer Value & Growth at brighthush

About brighthush

brighthush is a global leader in cloud‑native managed services, delivering secure, resilient, and AI‑powered solutions that empower enterprises to innovate at speed. With a focus on private, public, and hybrid clouds, we partner with the world’s most forward‑thinking organizations to unlock agility, reduce risk, and accelerate digital transformation. Our mission is simple: enable customers to achieve measurable business outcomes through technology that works for them, not the other way around.

Why brighthush is the Place to Grow Your Career

• We champion a culture of curiosity, collaboration, and continuous learning.
• Our remote‑first model gives you the flexibility to work from anywhere while staying connected to a vibrant, global community.
• As a rapidly scaling Customer Success organization, you’ll play a pivotal role in turning customer success into a revenue‑adjacent engine of growth.
• We offer a comprehensive rewards package that recognizes performance, well‑being, and career development.
• Every day you’ll have the opportunity to shape the future of cloud‑native services and make a tangible impact on our customers’ success.

Role Overview

As a Senior Customer Success Manager IV at brighthush, you will be the strategic quarterback for a portfolio of high‑value enterprise customers. Your mission is to own customer outcomes, drive value realization, and ensure that every interaction—whether onboarding, adoption, renewal, or expansion—delivers tangible business results. You will collaborate closely with Sales, Delivery, Operations, Consulting, Support, and Engineering to orchestrate seamless experiences that keep customers engaged, satisfied, and poised for future growth.

Key Responsibilities

• Customer Outcomes & Value Realization
  • Own accountability for ensuring customers achieve the business outcomes tied to their brighthush solutions.
  • Develop and maintain Outcome‑Based Success Plans that align with customer objectives, KPIs, and milestones.
  • Ensure delivery and operational activities remain outcome‑focused, not just scope‑centric.
  • Lead value‑centric conversations that highlight adoption, ROI, and future roadmap alignment.
• Customer Lifecycle Management
  • Manage a portfolio of strategic enterprise customers across onboarding, adoption, renewal, and expansion phases.
  • Proactively identify risks to retention and craft mitigation plans that keep customers on track.
  • Execute consistent lifecycle touchpoints—including onboarding sessions, Quarterly Business Reviews (QBRs), and renewal readiness workshops.
• Cross‑Functional Orchestration
  • Serve as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering.
  • Drive alignment across teams to ensure a seamless customer experience and flawless execution.
  • Resolve cross‑functional issues that impact customer outcomes or timelines.
• Retention, Renewal & Expansion Support
  • Partner closely with Sales and Account Management to shape renewal strategy and execution.
  • Anchor renewal conversations in delivered value and measurable outcomes.
  • Identify expansion opportunities and surface Customer Success Qualified Leads.
• Customer Experience & Engagement
  • Lead QBRs and executive‑level discussions focused on outcomes achieved, value delivered, and future opportunities.
  • Maintain proactive communication and transparency with customers.
  • Strengthen customer relationships and advocacy, turning satisfied clients into brand champions.
• Program & Process Contribution
  • Contribute to the development and refinement of Customer Success playbooks and engagement models.
  • Support standardization of best practices across customer segments.
  • Provide feedback to improve tools, processes, and operating cadence.

Core Experience & Qualifications

• Minimum of 8 years of experience in Customer Success, Client Services, Account Management, or Consulting within B2B technology or services environments.
• Proven track record of managing enterprise customers in managed services, cloud, SaaS, or complex delivery environments.
• Demonstrated ability to own highly complex or strategic customer relationships and drive value realization.
• Strong communication and stakeholder management skills, with the ability to influence cross‑functional teams.
• Experience working in matrixed organizations.

Essential Skills & Competencies

• Strategic thinking with a customer‑centric mindset.
• Data‑driven decision making and proficiency in analytics tools.
• Exceptional written and verbal communication, including executive‑level presentation skills.
• Proficiency in CRM platforms (e.g., Salesforce), customer success tools, and collaboration suites.
• Adaptability to fast‑paced, evolving environments.
• Strong problem‑solving and conflict‑resolution abilities.

Preferred Qualifications

• Experience with cloud‑native architecture and managed services delivery.
• Knowledge of cybersecurity best practices and compliance frameworks.
• Background in AI/ML solution implementation.
• Certifications such as Certified Customer Success Manager (CCSM) or similar.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Senior Customer Success Manager IV, you will:

• Lead high‑impact projects that shape the future of our customer success organization.
• Mentor junior team members and share best practices across the Customer Success community.
• Participate in leadership development programs, including executive coaching and cross‑functional rotations.
• Gain exposure to cutting‑edge cloud technologies, AI initiatives, and industry‑leading advisory services.
• Earn performance‑based bonuses, equity, and recognition awards that align with your impact.

Work Environment & Company Culture

Our remote‑first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative community. You’ll enjoy:

• Weekly virtual town halls and knowledge‑sharing sessions.
• Access to a global network of experts and thought leaders.
• Flexible work hours that respect personal commitments.
• A culture that celebrates experimentation, learning, and continuous improvement.
• Regular team‑building activities, both virtual and in‑person, to foster camaraderie.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonuses tied to customer outcomes and company growth.
• Equity or stock‑option opportunities to share in the company’s success.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development budget, conference attendance, and certification support.
• Well‑being programs, including mental health resources and wellness stipends.

How to Apply

Ready to take the next step in your career and help shape the future of enterprise cloud success? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can drive value for our customers and accelerate growth at brighthush.

Closing Statement

Join brighthush and become a catalyst for transformative change in the cloud services industry. Your strategic vision, customer‑first mindset, and passion for innovation will help us deliver unparalleled outcomes for our enterprise partners. If you’re ready to lead, inspire, and drive measurable impact, we invite you to apply today and become part of a team that is redefining what it means to succeed in the digital age.