Senior Enterprise Customer Success Executive – Driving Client Delight, Revenue Expansion, and Strategic Partnerships at brighthush

About brighthush – The Future of Customer Success

brighthush is not just a technology company; it’s a movement that redefines how enterprises engage with their customers. By harnessing data, AI, and human insight, we empower organizations worldwide to transform raw information into actionable delight, turning every interaction into a lasting partnership. Our culture is built on curiosity, collaboration, and continuous learning, and we invite leaders who are ready to shape the next wave of customer experience.

Why Your Next Career Move Should Be with brighthush

When you join brighthush, you’re stepping into a dynamic ecosystem that values your expertise, encourages your curiosity, and rewards your impact. Here’s what you’ll experience:

• Competitive base salary plus performance‑based incentives that align with your success.
• Comprehensive health, dental, and vision coverage for you and your family.
• Unlimited paid time off and flexible work arrangements to support work‑life balance.
• Generous professional development budget and access to industry‑leading training.
• Equity participation that lets you share in the company’s long‑term success.
• Inclusive, multicultural environment that celebrates diverse perspectives.
• Regular team‑building retreats, hackathons, and community outreach initiatives.

Role Overview

As the Senior Enterprise Customer Success Executive at brighthush, you will helm a high‑performing team of Customer Success Managers (CSMs) and serve as the strategic bridge between our enterprise clients and cross‑functional teams. Your focus will be on delivering measurable value, ensuring seamless adoption of our solutions, and driving renewal and expansion opportunities. You’ll own the full customer lifecycle—from onboarding to advocacy—while championing continuous improvement and operational excellence.

Key Responsibilities

• Vision & Alignment: Translate brighthush’s customer‑centric strategy into actionable plans for your team, ensuring every member understands how their work fuels the company’s growth.
• Account Planning & Execution: Design and oversee long‑term account plans, collaborating with Sales, Product, Engineering, and Marketing to align objectives and deliver on commitments.
• Quarterly Business Reviews (QBRs): Lead QBRs with key stakeholders, presenting insights, progress, and next‑step recommendations that reinforce value and uncover upsell opportunities.
• Lifecycle Audits: Conduct quarterly audits of account health, service delivery, and risk indicators to maintain alignment with service‑management policies.
• Problem & Escalation Management: Own the escalation process, ensuring rapid resolution, transparent communication of root‑cause analyses, and permanent fixes.
• Relationship Building: Cultivate trusted relationships with both internal teams and external customers, acting as the voice of the customer within brighthush.
• Renewal & Expansion: Track renewal timelines, negotiate contract extensions, and identify cross‑sell or upsell opportunities that align with customer goals.
• Team Development: Recruit, mentor, and retain top talent, fostering a culture of high performance, accountability, and continuous learning.
• Process Innovation: Identify gaps in service delivery, propose process improvements, and champion adoption of best practices across the organization.
• Metrics & Reporting: Own key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Health Score, churn rate, and expansion revenue; present insights to senior leadership.
• Compliance & Ethics: Ensure all activities adhere to brighthush’s Code of Business Ethics, data‑privacy policies, and regulatory requirements.

Essential Qualifications

• Bachelor’s degree in Business, Computer Science, Engineering, or a related field (or equivalent experience).
• 12+ years of progressive experience in technology or SaaS environments, with at least 7 years in people and team leadership.
• Proven track record of managing enterprise‑scale customer success programs, driving retention, and generating expansion revenue.
• Strong understanding of ITIL, Service Management, and customer‑centric frameworks.
• Professional certification (e.g., ITILv3, TOGAF, PRINCE2) or demonstrable equivalent expertise.
• Fluent bilingual proficiency in English and Japanese (or another language pair relevant to our global client base).
• Hands‑on experience with ServiceNow or similar ticketing platforms is highly desirable.
• Advanced proficiency in MS Office (Excel, PowerPoint, Visio) for data analysis and presentation.
• Legal eligibility to work in the country of employment without visa sponsorship.

Preferred Qualifications

• Experience leading customer success in a high‑growth, fast‑moving SaaS company.
• Background in enterprise architecture or engineering, providing technical depth to support complex client needs.
• Demonstrated ability to navigate change, lead through ambiguity, and influence cross‑functional stakeholders.
• Experience with data‑driven customer success platforms (e.g., Gainsight, Totango).
• Strong storytelling skills—able to translate data into compelling narratives for executives.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Leadership & Coaching: Inspire, develop, and empower teams to exceed goals.
• Customer Advocacy: Deep empathy for customer challenges and a relentless drive to deliver value.
• Analytical Acumen: Translate metrics into actionable insights.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Collaboration: Work seamlessly with Sales, Product, Engineering, and Finance.
• Change Management: Lead initiatives that transform processes and culture.
• Resilience: Thrive under pressure, manage multiple priorities, and maintain composure during crises.

Career Growth & Learning Opportunities

At brighthush, we believe that your career trajectory should be as dynamic as the market we serve. As Senior Enterprise Customer Success Executive, you’ll:

• Progress to Director of Customer Success, overseeing multiple regions and larger teams.
• Transition into product strategy or enterprise architecture roles, leveraging your deep customer insights.
• Participate in leadership development programs, executive coaching, and cross‑functional projects.
• Earn certifications and attend industry conferences at no cost.
• Contribute to thought leadership—publish white papers, speak at webinars, and shape industry best practices.

Work Environment & Culture at brighthush

Our culture is built on four pillars: Innovation, Collaboration, Integrity, and Growth. Employees enjoy:

• Open office spaces that encourage spontaneous collaboration, paired with quiet zones for focused work.
• Regular hackathons and “innovation days” where teams prototype new ideas.
• Transparent communication—weekly town halls, open Q&A sessions with leadership, and real‑time feedback loops.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Community outreach programs—volunteer days, sustainability initiatives, and partnerships with local NGOs.

Compensation & Benefits

While the exact figures vary by location and experience, brighthush offers:

• Competitive base salary aligned with industry benchmarks.
• Performance‑based bonuses tied to customer retention, expansion, and team metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Health, dental, and vision plans with generous coverage.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and access to premium learning platforms.
• Wellness programs, including gym memberships, mental health resources, and wellness stipends.

Ready to Make an Impact?

If you’re a seasoned customer success leader who thrives in a fast‑paced, data‑driven environment and is eager to shape the future of enterprise customer experience, brighthush invites you to apply. Join us and help our clients unlock their full potential while advancing your own career in a culture that celebrates innovation, collaboration, and excellence.

Apply today and become a pivotal part of brighthush’s journey to redefine customer success worldwide.