Senior Enterprise Customer Success Lead – Global Strategic Account Leadership, AI & Cloud Solutions Champion, Growth & ROI Architect for Fortune 100+ Enterprises at brighthush

Welcome to brighthush – The Future of Digital Trust and Customer Success

At brighthush, we are redefining what it means to build trust in the digital age. Our mission is to empower the world’s most influential organizations to protect their customers, streamline operations, and unlock new revenue streams through AI‑driven, cloud‑native solutions. With a portfolio that spans more than 25,000 companies—including 85 Fortune 100 leaders—our technology orchestrates over 120 million customer interactions and monitors billions of financial transactions every single day. If you are passionate about turning complex technology into tangible business value, brighthush is the place where your expertise will shape the future of customer experience.

Why brighthush is the Place to Accelerate Your Career

Our culture is built on collaboration, continuous learning, and an unwavering commitment to customer success. We celebrate individuals who are hungry for growth, unafraid of complexity, and dedicated to excellence. As a Senior Enterprise Customer Success Lead, you will be at the epicenter of this mission, shaping the future of our customer relationships and influencing the broader success strategy across the organization. You will work alongside visionary leaders, data scientists, and product innovators to turn sophisticated technology into clear, measurable outcomes for our clients.

Industry Landscape – The Future of Customer Experience

The customer experience landscape is evolving at breakneck speed. Digital transformation, AI‑driven personalization, and real‑time fraud detection are no longer optional—they are essential. Enterprises demand partners who can translate sophisticated technology into clear, business‑driven outcomes. brighthush sits at the intersection of these forces, delivering end‑to‑end solutions that empower organizations to engage customers safely, efficiently, and profitably. In this dynamic environment, your role will be pivotal in helping clients navigate regulatory changes, adopt emerging technologies, and achieve sustainable growth.

Role Overview – Your Impact as a Senior Enterprise Customer Success Lead

In this high‑impact role, you will own a portfolio of high‑value enterprise accounts across the brighthush ecosystem. Your primary focus will be to build deep, trusted relationships with senior stakeholders, ensuring that our solutions deliver measurable ROI and drive customer advocacy. You will act as the single point of truth for customer priorities, translating technical delivery into business value, and championing the customer voice across Sales, Delivery, Product, and Engineering.

Key Responsibilities

• Strategic Account Ownership – Own and grow a portfolio of enterprise accounts, ensuring alignment with business objectives and long‑term success.
• Trusted Advisor – Build and nurture relationships with C‑suite and senior leaders, becoming the go‑to person for strategic discussions, business reviews, and risk mitigation.
• Value Translation – Convert programmatic, governance, and technical deliverables into clear, customer‑centric language that highlights tangible benefits and ROI.
• Commercial Leadership – Lead renewal, upsell, and expansion conversations with confidence, balancing customer advocacy with commercial acumen.
• Risk & Opportunity Management – Identify early signs of churn or new opportunities, making informed decisions on escalation or intervention.
• Cross‑Functional Collaboration – Partner with Delivery, Product, and Engineering to ensure seamless execution and proactive issue resolution.
• Thought Leadership – Influence best practices across the Customer Success organization, mentoring peers and shaping the future of customer engagement.
• Customer Advocacy & Voice – Champion customer needs in internal forums, ensuring that product roadmaps and service enhancements reflect real‑world value.
• Travel & Presence – Travel as needed to meet key customers, attend industry events, and conduct face‑to‑face business reviews.
• Data‑Driven Insight Generation – Leverage analytics to surface actionable insights, forecast trends, and recommend strategic initiatives that drive growth.
• Process Optimization – Continuously refine account management processes, documentation, and tooling to increase efficiency and scalability.
• Mentorship & Team Development – Coach junior Customer Success Managers, fostering a culture of learning and high performance.

Essential Qualifications

• Proven track record in Customer Success, Account Management, or a similar customer‑facing role at a high‑growth technology company.
• Strong interpersonal skills with a natural ability to build trust quickly and maintain long‑term relationships.
• Experience managing a diverse portfolio of enterprise accounts, balancing multiple stakeholder relationships simultaneously.
• Excellent communication skills—written, verbal, and presentation—across all levels of an organization.
• Commercial mindset with the ability to identify upsell and expansion opportunities while maintaining customer satisfaction.
• Comfortable with technology and a genuine appetite for learning new tools and capabilities, especially in AI and cloud.
• Self‑sufficient decision maker who can operate independently, yet knows when to seek guidance from senior leaders.
• Willingness to travel internationally to meet customers and attend industry events.
• Strong analytical skills, with the ability to interpret data and translate findings into actionable strategies.
• Demonstrated ability to influence cross‑functional teams and shape organizational practices.

Preferred Qualifications

• Background in contact centre, CCaaS, or a customer experience‑centric environment.
• Experience with program delivery, governance, or technical teams, even if not directly owning the work.
• Exposure to AI, automation, or emerging technologies and their impact on customer experience.
• Demonstrated ability to influence cross‑functional teams and shape organizational practices.
• Experience handling a broad or varied portfolio of accounts, including multi‑region or multi‑product engagements.
• Strong commercial instincts with a track record of driving revenue growth while maintaining high customer satisfaction.
• Experience in a regulated industry such as finance, healthcare, or public safety, where compliance and risk management are critical.

Skills & Competencies

• Strategic Thinking & Execution
• Stakeholder Management & Influence
• Customer Advocacy & Empathy
• Commercial Acumen & Negotiation
• Data‑Driven Decision Making
• Problem Solving & Escalation Management
• Collaboration & Team Leadership
• Adaptability & Continuous Learning
• Project Management & Process Improvement
• Technology Fluency – Cloud, AI, and SaaS ecosystems

Career Growth & Learning Opportunities

At brighthush, your career path is not limited to a single role. As a Senior Enterprise Customer Success Lead, you will have the opportunity to:

• Progress to Director or VP of Customer Success, shaping the global strategy and influencing product direction.
• Transition into Product Management or Customer Experience Leadership, leveraging your deep customer insights.
• Lead cross‑functional initiatives that drive innovation, such as AI‑powered customer engagement platforms.
• Participate in executive‑level strategy sessions, gaining exposure to the highest levels of decision‑making.
• Access continuous learning programs, including leadership development, technical certifications, and industry conferences.
• Earn recognition through our brighthush Excellence Awards, celebrating outstanding contributions to customer success.
• Benefit from a mentorship program that pairs you with senior leaders across the organization.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and high‑performance culture. We value:

• Transparency and open communication across all levels.
• Innovation and experimentation—your ideas can shape the future of our products.
• Work‑life balance, with flexible remote options and a focus on well‑being.
• Diversity and inclusion—every voice is heard and respected.
• Recognition and reward for exceptional performance and impact.
• Community engagement—participation in volunteer initiatives and industry panels.
• Global teamwork—collaborate with colleagues in North America, EMEA, APAC, and beyond.

Compensation & Benefits

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

• Base salary commensurate with market standards and your experience.
• Performance‑based bonus and equity options, aligning your success with the company’s growth.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off, parental leave, and flexible working arrangements.
• Well‑being programs, including mental health support and wellness stipends.
• Professional development budget and access to industry conferences.
• Employee referral bonuses and a supportive, inclusive workplace culture.
• Retirement savings plan with company match.
• Technology stipend for home office setup and remote work tools.

How to Apply

Ready to make a difference? If you are a seasoned customer success leader who thrives on complexity, excels at building trust, and is eager to drive commercial growth while championing the customer voice, brighthush wants to hear from you. Join us and become part of a global team that is redefining the future of customer experience, fraud prevention, and public safety.

Apply Today and Shape the Future of Customer Success at brighthush!