Senior Enterprise Customer Success Leader – Global Key Account Strategist & Growth Champion for AI‑Powered SaaS Platform at brighthush

About brighthush

brighthush is at the forefront of the customer experience (CX) and employee experience (EX) revolution. We build cloud‑native, AI‑enhanced service software that transforms raw data into actionable delight, streamlines operations, and unlocks new revenue streams for businesses of every size. With a global footprint that spans more than 70,000 organizations—from nimble startups to Fortune 500 giants—brighthush empowers companies to create experiences that are effortless, measurable, and unforgettable.

Our mission is simple yet ambitious: make every interaction—whether it’s a support ticket, a product onboarding, or an internal collaboration—seamless, insightful, and impactful. Whether you serve retailers, SaaS providers, or rapidly scaling tech companies, brighthush equips you with the tools to delight your audiences, grow sustainably, and stay ahead of the competition.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and continuous learning. We champion diversity, equity, and inclusion, and we’re committed to creating an environment where every voice is heard and every idea has the chance to flourish.

• Hybrid work model that blends the energy of a vibrant downtown Boston office with the flexibility of remote work.
• Regular team‑building events, hackathons, and innovation challenges that keep the momentum high.
• A transparent, experimental, and rapid‑iteration mindset that turns ideas into action.
• Inclusive hiring practices that celebrate diverse backgrounds, perspectives, and experiences.
• Access to cutting‑edge tools, resources, and learning platforms that keep you ahead of the curve.

Role Overview

As a Senior Enterprise Customer Success Leader, you will own a portfolio of high‑value accounts, drive adoption, and unlock growth opportunities. You will be the trusted partner for our most strategic customers, ensuring they realize maximum value from brighthush’s AI‑powered platform and become advocates for our brand.

Key Responsibilities

• Portfolio Management: Own 30–35 Key and Enterprise customers, representing $5M–$7M in Annual Recurring Revenue (ARR). Build deep, strategic relationships with C‑suite executives, product owners, and technical leads.
• Strategic Advisory: Serve as the trusted advisor to your customers, guiding them through the full lifecycle of their brighthush investment—from onboarding to expansion. Provide actionable insights that help them achieve their business objectives.
• Adoption & Value Realization: Champion product adoption by collaborating with Product, Engineering, and Professional Services teams. Track usage metrics, identify gaps, and design initiatives that accelerate ROI.
• Retention & Growth: Partner closely with Account Executives to craft account strategies, support renewal negotiations, and uncover upsell or cross‑sell opportunities. Use data‑driven health scores to proactively mitigate churn risks.
• Executive Engagement: Lead Executive Business Reviews (EBRs), success planning sessions, and quarterly business reviews (QBRs). Present findings, recommendations, and next‑step plans to senior stakeholders.
• Cross‑Functional Collaboration: Act as the primary liaison between customers and internal teams—Product, Engineering, Support, Professional Services, and Customer Advocacy—to ensure seamless delivery of outcomes.
• Escalation Management: Own the resolution of high‑impact escalations, coordinating with relevant teams to deliver timely, satisfactory outcomes.
• Travel & Presence: Travel as needed to strengthen relationships, conduct on‑site workshops, and support strategic business reviews.

Essential Qualifications

• 7–10 years of progressive experience in Customer Success, Technical Account Management, Consulting, or a related SaaS role.
• Proven track record managing Enterprise or Key customer portfolios in a SaaS environment.
• Demonstrated success in driving customer retention, adoption, and revenue growth.
• Experience partnering with executive sponsors and navigating complex, multi‑stakeholder environments.
• Strong commercial acumen—comfortable discussing renewals, expansion, and ROI.
• Exceptional communication, presentation, and relationship‑building skills.
• Ability to juggle multiple priorities while collaborating effectively across cross‑functional teams.
• Deep understanding of SaaS customer success best practices and enterprise technology landscapes.

Preferred Qualifications

• Background in the customer experience (CX) or employee experience (EX) software space.
• Experience with AI‑driven product features and data‑centric decision making.
• Track record of leading large, complex customer engagements and driving measurable outcomes.
• Proficiency in using customer success platforms (e.g., brighthush) and CRM systems (e.g., Salesforce).
• Experience in a fast‑growth, high‑velocity startup environment.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align customer goals with product roadmaps, and translate insights into action.
• Analytical Mindset: Comfortable working with data, deriving insights, and presenting findings to stakeholders.
• Leadership & Influence: Lead without authority, inspire cross‑functional teams, and drive consensus.
• Customer‑Centricity: Deep empathy for customer challenges and a relentless focus on delivering value.
• Adaptability: Thrive in a dynamic environment, pivoting quickly in response to changing priorities.
• Communication: Clear, concise, and persuasive in both written and verbal formats.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as our product portfolio. As a Lead Customer Success Manager, you’ll:

• Lead high‑impact initiatives that shape the future of our Enterprise strategy.
• Mentor junior CS professionals, fostering a culture of continuous improvement.
• Collaborate with Product and Engineering to influence roadmap decisions based on real‑world customer feedback.
• Participate in leadership development programs, executive coaching, and industry conferences.
• Explore lateral moves into Product Management, Sales Enablement, or Customer Advocacy roles.

Work Environment & Culture

Our hybrid model blends the collaborative energy of a downtown Boston office with the flexibility of remote work. Expect:

• Onsite Tuesdays through Thursdays, with the freedom to work from home on other days.
• Regular team‑building events, hackathons, and innovation challenges.
• A culture that values transparency, experimentation, and rapid iteration.
• Inclusive hiring practices that celebrate diverse backgrounds, perspectives, and experiences.
• Access to cutting‑edge tools, resources, and learning platforms.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $108,800 – $134,400 USD, commensurate with experience.
• Target variable compensation (bonus) aligned with individual and company performance.
• Health, dental, vision, disability, and life insurance plans.
• Flexible spending accounts, commuter benefits, and wellness programs.
• Paid parental leave, adoption benefits, and generous vacation policies.
• 401(k) plan with company match.
• Professional development budget and tuition reimbursement.

Ready to Make an Impact?

If you’re a seasoned Customer Success leader who thrives on building lasting relationships, driving adoption, and unlocking growth, brighthush invites you to join our mission to transform customer and employee experiences worldwide. Bring your expertise, curiosity, and passion for excellence, and help us shape the future of enterprise software.

Apply today and become a pivotal part of brighthush’s journey to deliver fresh, powerful, and effortless solutions that empower businesses everywhere.