Senior Enterprise Customer Success Lead – Global Workforce Solutions & AI‑Powered Client Success Executive – Championing Strategic Partnerships, Data‑Driven Growth, Workforce Innovation, and Customer Advocacy Across Retail, Hospitality, and Logistics at brighthush

About brighthush: A Global Movement in Workforce Technology

brighthush is not just a SaaS platform; it is a worldwide movement that empowers frontline workers to thrive in an ever‑evolving business landscape. With a presence in more than 75 countries, our AI‑driven solutions help retailers, hospitality groups, logistics providers, and countless other industries manage, engage, and elevate their most valuable asset—people. We blend cutting‑edge technology, data science, and a culture of continuous improvement to deliver measurable ROI for our customers and a brighter future for their teams.

Why brighthush is the Ideal Destination for Visionary Customer Success Leaders

At brighthush, we believe that the success of any organization hinges on the effectiveness of its frontline talent. Our mission is to give every frontline employee the tools, insights, and support they need to excel. If you are passionate about reshaping workforce management, love working with AI‑powered tools, and want to create tangible impact for millions of employees worldwide, brighthush is the place for you.

Role Overview

As the Senior Enterprise Customer Success Lead, you will be the trusted advisor for our most strategic, high‑profile accounts. You will own the entire customer lifecycle—from onboarding to expansion—ensuring that each client realizes measurable ROI and long‑term value from our platform. Your influence will shape product roadmaps, drive adoption, and create lasting partnerships that help our customers thrive in a rapidly evolving workforce landscape.

Key Responsibilities

• Account Ownership: Manage a portfolio of 5–15 enterprise accounts, serving as the single point of contact for all customer success initiatives. Build deep, trust‑based relationships with C‑suite leaders, HR directors, and operational managers.
• Strategic Planning: Develop and maintain detailed account plans, roadmaps, and quarterly business reviews (QBRs) that align with each client’s business objectives and KPIs. Translate business goals into actionable success plans.
• Executive Engagement: Conduct regular executive touchpoints, building strong relationships with C‑suite leaders and key stakeholders to advocate for the customer’s voice. Present insights, trends, and strategic recommendations in a clear, data‑driven manner.
• Product Adoption & Optimization: Drive adoption of brighthush’s platform, providing training, best‑practice guidance, and change‑management support to maximize ROI. Identify and remove adoption barriers, ensuring customers achieve their desired outcomes.
• Data‑Driven Insights: Leverage our analytics suite to monitor health scores, usage metrics, and churn risk, and translate data into actionable recommendations. Use predictive analytics to anticipate customer needs and proactively address challenges.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, Marketing, and Support to ensure seamless delivery and continuous improvement. Act as the voice of the customer in product development discussions.
• AI Integration: Utilize AI assistants (including brighthush’s Cue platform) to streamline workflows, generate insights, and enhance customer communication. Champion the adoption of AI‑powered features across client organizations.
• Change Management Champion: Guide customers through recruiting strategy evolution, process redesign, and technology adoption, ensuring smooth transitions and sustained engagement.
• Renewal & Expansion: Lead renewal conversations, negotiate contracts, and identify upsell opportunities that align with customer goals. Drive expansion into new business units or geographic regions.
• Travel: Travel 2–3 times per quarter to meet clients onsite, fostering deeper relationships and gaining firsthand insights into their operations.
• Thought Leadership: Represent brighthush at industry events, webinars, and user groups, positioning the brand as a thought leader in workforce technology.
• Continuous Improvement: Capture lessons learned from each engagement and feed insights back to product and engineering teams to drive platform enhancements.

Essential Qualifications

• 8+ years of customer‑facing experience, with at least 2 years in SaaS enterprise customer success or account management.
• Proven track record of managing complex, multi‑stakeholder accounts and driving measurable business outcomes.
• Strong project management skills, with the ability to coordinate cross‑functional resources and meet deadlines.
• Experience engaging with C‑level executives and building strategic advisory relationships.
• Excellent communication, presentation, and storytelling abilities.
• Detail‑oriented, highly organized, and adept at managing multiple priorities in a fast‑paced environment.
• Familiarity with APIs, integrations, and technical implementation concepts.
• Strategic thinker who can identify creative solutions and translate them into actionable plans.
• Proficiency with business intelligence tools and a strong analytical mindset.

Preferred Qualifications

• Deep understanding of customer success frameworks: journey mapping, health scoring, churn mitigation, and renewal strategy.
• Experience handling renewal negotiations and commercial discussions.
• Background in workforce management, recruiting technology, or HR SaaS.
• Hands‑on experience with AI‑assisted productivity tools.
• Knowledge of global compliance and data privacy regulations.

Core Skills & Competencies

• Customer‑centric mindset with a passion for delivering value.
• Strategic account planning and execution.
• Data‑driven decision making.
• Change management and process improvement.
• Strong stakeholder management across all levels.
• Adaptability and resilience in dynamic environments.
• Collaboration and teamwork across cross‑functional groups.
• Proficiency in our CRM system and customer success platforms.

Career Growth & Learning Opportunities

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

• Structured mentorship programs with senior leaders.
• Annual learning budget for conferences, certifications, and courses.
• Internal knowledge‑sharing sessions on AI, product updates, and industry trends.
• Clear career ladder: from Customer Success Manager to Senior Manager, Director, and VP of Customer Success.
• Cross‑departmental projects that broaden your skill set and visibility.
• Opportunities to lead global initiatives and shape the future of workforce technology.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and continuous improvement. Our team is distributed globally, yet we maintain strong in‑person connections through quarterly on‑site retreats and annual company gatherings. We celebrate diversity, equity, and inclusion, and we empower every team member to bring their authentic self to work.

Key cultural highlights include:

• Flexible remote work policy with optional in‑office hubs.
• Monthly virtual “Lunch & Learn” sessions featuring industry experts.
• Annual “Innovation Day” where teams pitch new ideas to leadership.
• Community outreach initiatives and volunteer days.
• Open‑door leadership style and regular town‑hall meetings.
• Employee wellness programs, including mental health resources and fitness stipends.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $100,000 – $120,000 USD (commensurate with experience and location).
• Performance Bonus: Up to 20% of base, tied to individual and company metrics.
• Health & Wellness: Comprehensive medical, dental, vision, and mental health coverage.
• Paid Time Off: Generous vacation, sick leave, and personal days, plus company‑wide holidays.
• Retirement Plans: 401(k) with company match and financial planning resources.
• Equity & Stock Options: Opportunity to share in brighthush’s growth and success.
• Professional Development: Annual budget for courses, certifications, and industry conferences.
• Remote Work Stipend: Home office setup allowance and monthly connectivity support.
• Wellness Perks: Gym membership discounts, wellness apps, and mental health counseling.
• Family Support: Parental leave, adoption assistance, and flexible scheduling.

How to Apply

If you’re ready to lead transformative customer success initiatives, shape the future of workforce technology, and grow your career with a global, AI‑driven organization, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

Apply now and join brighthush in redefining frontline workforce management for the world.