Senior Enterprise Customer Success Leader – Portfolio Management, AI‑Powered Growth Strategist & Digital Transformation Partner at brighthush

Welcome to brighthush – Where Digital Dreams Become Reality

At brighthush, we’re not just building technology; we’re crafting a movement that redefines how brands connect with their audiences in the digital age. Our flagship Agentic Experience Platform (AXP) blends structured content, brand governance, real‑time customer data, omnichannel personalization, and autonomous AI orchestration into a single, unified system. This powerful fusion empowers enterprises to launch faster, operate more efficiently, and adapt instantly—transforming complex digital challenges into scalable, personalized experiences that delight customers and drive revenue.

Why brighthush is the Place to Accelerate Your Career

We partner with a portfolio of world‑class brands—from luxury fashion houses and global electronics leaders to sports teams and airlines—helping them reduce operational friction and deliver confidence‑driven, personalized digital journeys. Our culture is built on a customer‑first ethos, community impact through the brighthush Cares initiative, and a relentless pursuit of equity across all stakeholders. At brighthush, you’ll join a tribe of dreamers and dream‑makers who challenge the status quo, celebrate diversity, and thrive in a distributed yet deeply connected environment.

Role Overview

We are seeking an experienced, strategic Senior Customer Success Leader to spearhead a portfolio of our highest‑value enterprise customers, representing a minimum of $5 million in Annual Recurring Revenue (ARR) across approximately 20–25 accounts. This senior‑level, individual‑contributor role is more than relationship management—it’s a partnership that spans the entire customer lifecycle, driving adoption, safeguarding retention, and unlocking expansion opportunities.

Key Responsibilities

• Portfolio Ownership: Own and strategize a $5M+ ARR portfolio of enterprise accounts, ensuring each customer’s success journey aligns with their digital transformation goals.
• Strategic Planning: Develop multi‑year success plans that map adoption milestones to measurable business outcomes, and continuously refine them based on evolving customer needs.
• Executive Engagement: Build trusted relationships with C‑level stakeholders—VP Marketing/CMO, Head of Digital, VP Engineering/CTO—and serve as the primary strategic partner.
• Risk Management: Proactively identify churn, contraction, competitive displacement, and executive disengagement risks; design and execute recovery strategies when necessary.
• Retention & Forecasting: Own and forecast retention targets using data from usage, adoption, health, and engagement indicators.
• Executive Business Reviews (EBRs): Lead EBRs and customer workshops that showcase ROI, demonstrate the impact of brighthush, and reinforce strategic alignment.
• Expansion & Upsell: Own a defined expansion quota; identify, negotiate, and close upsell and volume‑growth opportunities within your portfolio.
• Best‑Practice Advisory: Advise customers on scaling their brighthush implementation, evolving workflows, and expanding strategic adoption—without owning the technical build.
• Mentorship: Coach and mentor junior CSMs on strategic account management, executive engagement, commercial strategy, and risk mitigation.
• Insight & Playbook Development: Bring customer insights to the organization; contribute to the evolution of the CS playbook, platform, processes, and overall customer experience.
• AI & Tool Utilization: Leverage AI and CS tooling to manage your portfolio efficiently, surface risks and opportunities, and elevate customer outcomes.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and other teams to drive customer outcomes and commercial growth.

Essential Qualifications

• 8–12 years of experience in Customer Success, Enterprise SaaS, or related customer‑facing roles.
• Bachelor’s degree preferred; certifications in Customer Success, sales, or negotiation are a plus.
• Proven track record of owning and achieving commercial metrics—NRR, gross retention, renewals, and/or expansion.
• Experience managing a complex enterprise book of business post‑implementation.
• Strong commercial acumen: renewals, expansion opportunities, negotiations, and forecasting.
• Exceptional communication and negotiation skills; ability to influence C‑level stakeholders and build trusted executive relationships.
• Data‑driven mindset: translate customer data and insights into retention strategies, business reviews, and expansion opportunities.
• Working knowledge of composable/MACH architecture, APIs, and integrations; ability to advise on scaling implementations.
• Proficiency with CRM and CS tools such as Salesforce, Gong, and WorkRamp.
• Fluency with AI tools—Claude, GPT‑based models, and other AI technologies—and demonstrated ability to use AI for portfolio management, analysis, and productivity.
• Highly organized, detail‑oriented, and bias for action.
• Collaborative, curious, and able to mentor and influence others without direct authority.
• Located in the Central Time Zone; Austin, TX, is a plus.
• Comfortable with occasional travel.
• Values a collaborative, fun culture.

Preferred Qualifications

• Experience in the digital experience or e‑commerce industry.
• Background in AI‑driven product strategy or data science.
• Knowledge of enterprise security and compliance frameworks.
• Previous experience in a high‑growth startup environment.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Executive Presence & Stakeholder Management
• Data Analysis & Insight Generation
• Negotiation & Deal Closure
• Project Management & Cross‑Functional Coordination
• Customer Advocacy & Voice of the Customer
• AI & Automation Fluency
• Mentorship & Team Development
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the digital landscape we serve. You’ll gain exposure to:

• High‑impact strategic initiatives that shape the future of digital experience technology.
• Cross‑functional leadership opportunities—working closely with Product, Engineering, and Sales to influence product roadmap and go‑to‑market strategies.
• Advanced AI training and certifications, ensuring you stay at the forefront of AI‑driven customer success.
• Mentorship from senior leaders who champion your growth and provide a clear path to executive roles.
• Global travel and collaboration with international teams, expanding your cultural fluency and global perspective.

Work Environment & Culture

brighthush thrives on a culture of curiosity, collaboration, and continuous improvement. We are a distributed team that stays connected through:

• Regular virtual town halls and knowledge‑sharing sessions.
• Spontaneous office happy hours, organized outings, and community volunteer opportunities.
• A strict “no a**hole” policy that fosters respect, inclusivity, and psychological safety.
• Flexible work arrangements—remote, hybrid, or on‑site—tailored to your lifestyle.
• A commitment to equity, diversity, and inclusion across all levels of the organization.

Compensation & Benefits

Competitive base salary ranging from $115,000 to $135,000, commensurate with experience and skill set. In addition:

• Performance‑based bonuses tied to retention, expansion, and customer satisfaction metrics.
• Health, dental, and vision insurance for you and your family.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend for courses, certifications, and conferences.
• Access to cutting‑edge AI tools and platforms to enhance your productivity.
• Employee wellness programs, including mental health resources and fitness stipends.

How to Apply

Ready to make a meaningful impact with some of the world’s leading brands? Join the brighthush tribe and help shape the future of digital experience. Click the link below to submit your application and start your journey with us.

Apply to this role at brighthush

Join the brighthush Tribe

At brighthush, we believe in the power of community, innovation, and relentless curiosity. If you’re a strategic thinker, a data‑driven problem solver, and a collaborative leader who thrives in a fast‑paced environment, we want to hear from you. Together, we’ll build the next generation of digital experiences that delight customers and drive business growth.