Senior Enterprise Customer Success Leader – Growth Champion & Strategic Account Manager – Spearheading Enterprise Adoption, Expansion, and Advocacy at brighthush

About brighthush

brighthush is redefining the way frontline teams operate in a world where agility, connectivity, and real‑time insight are no longer optional—they’re essential. With a footprint that spans more than 80,000 businesses across retail, manufacturing, field service, and hospitality, we’ve become the single, intuitive platform that unifies hiring, scheduling, training, tasks, and daily coordination into one seamless experience. Our mission is simple yet transformative: replace the chaos of spreadsheets, scattered group chats, and siloed tools with a unified, mobile‑first solution that empowers every worker, from the shop floor to the service desk, to do their best work.

Backed by a robust investment of over $220 million from leading venture firms—now unified under the brighthush umbrella—our rapid expansion is fueled by a relentless focus on customer success. We’re looking for a visionary Senior Enterprise Customer Success Leader who will play a pivotal role in ensuring that our most valuable Enterprise and Strategic accounts not only stay loyal but also grow and become champions of our platform.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the operational efficiency of thousands of frontline workers worldwide.
• Growth & Development: We invest heavily in continuous learning—think internal bootcamps, industry conferences, and mentorship programs.
• Culture of Innovation: Every team member is encouraged to experiment, iterate, and bring fresh ideas to the table.
• Inclusive & Supportive Environment: Diversity, equity, and inclusion are not buzzwords for us—they’re the foundation of our hiring and collaboration practices.
• Competitive Compensation & Perks: From comprehensive health benefits to flexible work arrangements, we make sure our people feel valued.

What You’ll Do

As the primary steward of our Enterprise and Strategic customer relationships, you will:

• Develop & Execute Customer Success Strategies: Craft tailored success plans that align with each client’s business objectives, ensuring long‑term retention and measurable growth.
• Build Executive-Level Relationships: Engage C‑suite executives, IT leaders, and operational heads to champion adoption, secure renewals, and uncover expansion opportunities.
• Act as a Trusted Advisor: Partner with customers to diagnose challenges, recommend best practices, and co‑create roadmaps that maximize platform value.
• Drive Expansion & Upsell Initiatives: Identify cross‑sell and upsell opportunities within accounts, collaborating closely with Sales to close deals that exceed $100 k ACV.
• Leverage Data for Insight: Use usage analytics, NPS scores, and customer feedback to proactively flag risks, surface opportunities, and recommend product improvements.
• Champion Customer Advocacy: Work with Marketing to develop compelling case studies, webinars, and reference programs that showcase customer success stories.
• Manage Escalations: Serve as the first line of defense for complex issues, coordinating cross‑functional teams to resolve problems swiftly and satisfactorily.
• Stay Ahead of Industry Trends: Continuously research workforce management best practices, emerging technologies, and competitor offerings to position brighthush as a thought leader.

Key Success Metrics

We measure success by the tangible value you deliver to our customers and the growth you generate for brighthush. Your performance will be evaluated against:

• Customer Retention Rate (target ≥ 95%)
• Net Revenue Retention (target ≥ 120%)
• Expansion Revenue (annual upsell/cross‑sell revenue) – goal ≥ $500 k per year
• Customer Health Score improvements (average score increase of 15%)
• Executive Satisfaction (NPS ≥ 70 for enterprise accounts)
• Time‑to‑Resolution for escalated issues (average

Essential Qualifications

• Minimum of 5 years in B2B SaaS Customer Success, Enterprise Account Management, or Consulting roles.
• Proven experience managing Enterprise or Strategic accounts with an annual contract value (ACV) of $100 k or more.
• Track record of driving expansion—upsells, cross‑sells, or renewals—within a customer portfolio.
• Demonstrated ability to influence senior executives (VP, C‑Level) and secure buy‑in for strategic initiatives.
• Deep understanding of digital transformation, change management, and complex adoption strategies.
• Exceptional verbal and written communication skills, including the ability to deliver executive‑level presentations.
• Analytical mindset with experience turning customer data into actionable insights.
• Self‑motivated, results‑driven, and comfortable thriving in a fast‑paced, high‑growth environment.
• Experience collaborating with global teams across multiple time zones.
• Fully remote role based in the United States; occasional travel for onsite visits, executive business reviews, and industry events.

Preferred Qualifications

• Background in Workforce Management or related industries.
• Experience working in an international, remote‑first SaaS organization.
• Knowledge of compliance and security standards relevant to workforce management solutions.
• Proficiency with customer success platforms (e.g., brighthush) and CRM systems (e.g., brighthush).

Core Competencies & Skills

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Relationship Building: Skilled at nurturing long‑term partnerships with diverse stakeholders.
• Data‑Driven Decision Making: Comfortable working with dashboards, metrics, and KPIs to guide strategy.
• Problem Solving: Adept at diagnosing root causes and designing effective solutions.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Collaboration: Works seamlessly with Sales, Product, Engineering, and Marketing teams.
• Adaptability: Thrives in a dynamic environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development should evolve alongside your career. As a Senior Enterprise Customer Success Leader, you will have access to:

• Leadership training programs that prepare you for future CSM or Director roles.
• Cross‑functional projects that expose you to Product, Engineering, and Sales strategies.
• Mentorship from senior leaders who have navigated similar growth trajectories.
• Annual conference sponsorships to stay ahead of industry trends and network with peers.
• Internal knowledge‑sharing sessions where you can present case studies and best practices.
• Opportunities to lead new initiatives, such as the Enterprise Customer Success Playbook or the Global Expansion Program.

Work Environment & Culture at brighthush

Our culture is built on four pillars: Impact, Growth, Fun, and Inclusion. We operate as a fully remote, distributed team, yet we maintain a strong sense of community through:

• Weekly virtual happy hours and themed game nights.
• Quarterly in‑person retreats for team bonding and strategy alignment.
• Monthly “Lunch & Learn” sessions featuring industry experts.
• Open‑door policy where every voice is heard and valued.
• Commitment to mental health and well‑being, with access to counseling services and wellness stipends.
• Inclusive hiring practices that celebrate diverse backgrounds, perspectives, and experiences.

Compensation & Benefits

We offer a competitive base salary ranging from $100 k to $140 k, complemented by a performance‑based bonus structure. In addition, you will receive:

• Comprehensive medical, dental, and vision insurance plans.
• Generous paid time off (vacation, sick days, holidays) plus a flexible work schedule.
• 401(k) retirement plan with company match.
• Professional development budget for courses, certifications, and conferences.
• Employee stock purchase plan to share in brighthush’s growth.
• Wellness stipend covering gym memberships, meditation apps, or home office upgrades.
• Access to a global network of peers and industry thought leaders.

Where We’re Hiring

We are actively recruiting candidates from the following U.S. states: Texas, New York, New Jersey, South Carolina, North Carolina, Colorado, Florida, Utah, and Georgia. As a fully remote role, you can work from anywhere within the United States.

How to Apply

Ready to make a tangible impact on the future of work? Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply Now at brighthush

Join brighthush – Where Your Success Drives Our Mission

At brighthush, we don’t just build software; we build relationships, empower teams, and transform the way businesses operate. If you are a strategic thinker, a data‑driven advocate, and a relationship builder ready to take on the challenge of steering enterprise success, we want to hear from you. Join us and help shape the future of work—one deskless team at a time.