Senior Enterprise Customer Success Manager – Accelerating Adoption, Retention, and Expansion for High‑Value Clients at brighthush – Strategic Partner, Growth Catalyst, and Champion of Customer Advocacy

About brighthush

In today’s hyper‑connected media ecosystem, brands, agencies, and creators demand platforms that not only deliver stunning visual experiences but also provide actionable insights that drive real business outcomes. brighthush is at the vanguard of this revolution, offering a next‑generation, data‑rich journey builder that empowers partners to design, launch, and optimize immersive digital experiences at scale. With a global footprint that spans North America, Europe, and Asia, we blend cutting‑edge technology with a culture of curiosity, collaboration, and relentless customer focus.

Our journey began with a simple conviction: every brand deserves a seamless, engaging, and insightful digital presence. Over the years, we have grown into a vibrant community of innovators, data scientists, and storytellers united by a shared passion for redefining how audiences interact with media. At brighthush, success is a partnership—between our team, our technology, and our customers. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a dynamic environment where you can grow, learn, and make a tangible impact.

Why This Role Matters

The Senior Enterprise Customer Success Manager (CSM) is the linchpin between our product and the most strategic accounts that drive our growth. In this role, you will be the trusted advisor for our high‑value clients, ensuring they realize maximum ROI from our solutions while uncovering new opportunities for expansion. Your strategic vision, data‑driven insights, and relentless execution will shape the future of our customer relationships and, by extension, the trajectory of brighthush’s success.

As the face of brighthush for our enterprise partners, you will:

• Elevate customer experience to industry‑leading standards.
• Drive adoption and expansion that fuels revenue growth.
• Act as a strategic partner who influences product direction and market positioning.

Key Responsibilities

Customer Strategy & Value Delivery

• Design and execute comprehensive success plans that align with each client’s business objectives, use cases, and desired outcomes.
• Lead end‑to‑end onboarding, ensuring a smooth transition from implementation to full product adoption.
• Identify and champion adoption levers that accelerate time‑to‑value and deepen product utilization.
• Maintain a deep understanding of customer workflows, priorities, and KPIs to guide effective solution usage.
• Develop customized ROI frameworks that translate platform metrics into business impact.
• Collaborate with the Product team to tailor feature roadmaps that address specific client needs.
• Facilitate workshops and training sessions to empower client teams and drive self‑service adoption.

Relationship Management

• Build and nurture relationships with key stakeholders across business and technical teams, from C‑suite executives to product champions.
• Conduct regular business reviews (QBRs) and touchpoints to track progress, align on goals, and showcase measurable value.
• Act as a trusted advisor, proactively identifying challenges, recommending solutions, and facilitating decision‑making.
• Serve as the customer’s internal advocate, ensuring their voice is heard across product, engineering, and support teams.
• Leverage customer segmentation to tailor communication and engagement strategies.

Retention, Expansion & Renewals

• Partner with Sales and Account teams to surface expansion opportunities and support account growth.
• Monitor account health, identify risks early, and execute mitigation strategies to safeguard retention.
• Contribute to renewal planning by reinforcing value realization and aligning on future goals.
• Track and report on net promoter scores (NPS) and customer satisfaction metrics to inform proactive engagement.
• Develop case studies and success stories that highlight client achievements and drive upsell momentum.

Cross‑Functional Collaboration

• Work closely with Product, Support, and Services teams to resolve issues and continuously improve the customer experience.
• Provide structured customer feedback to inform product enhancements and roadmap discussions.
• Champion internal process improvements and playbook development that scale Customer Success efforts.
• Collaborate with Marketing to create case studies, whitepapers, and success stories that showcase client achievements.
• Coordinate with the Sales Enablement team to develop collateral that supports upsell and cross‑sell initiatives.

Data & Insights

• Analyze usage data, adoption trends, and KPIs to identify risks and opportunities.
• Deliver actionable insights and recommendations to customers based on data.
• Support customers in measuring ROI and business impact from our solutions.
• Develop custom dashboards that provide real‑time visibility into key metrics.
• Lead quarterly data reviews with clients to surface insights and refine success plans.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Computer Science, or a related field (or equivalent experience).
• 5–7+ years of Customer Success, Account Management, or a related role, with a proven track record managing mid‑to‑large enterprise or complex accounts.
• Strong communication and presentation skills, with experience engaging multiple stakeholder levels.
• Ability to translate customer goals into actionable success plans.
• Proficiency with tools such as brighthush, brighthush, or similar platforms.
• Demonstrated ability to drive adoption, retention, and customer satisfaction.
• Self‑starter who can manage multiple accounts and priorities with moderate autonomy.
• Background in Media & Entertainment or familiarity with content creation workflows is a plus.
• Experience with data visualization tools (e.g., Tableau, Power BI) is advantageous.

Preferred Qualifications

• Experience in a SaaS or technology‑driven environment with a focus on high‑growth, high‑value accounts.
• Advanced analytical skills, including proficiency in Excel, brighthush, or similar data‑visualization tools.
• Knowledge of digital media, streaming, or content distribution ecosystems.
• Experience leading cross‑functional initiatives and driving change across multiple teams.
• Certified Customer Success Manager (CCSM) or similar credentials.
• Fluency in a second language (e.g., Spanish, Mandarin) is a plus for global account coverage.

Key Skills & Competencies

• Strategic Thinking & Execution
• Stakeholder Management & Influence
• Data‑Driven Decision Making
• Customer Advocacy & Empathy
• Project Management & Prioritization
• Problem Solving & Innovation
• Communication & Presentation
• Adaptability & Resilience
• Technical Acumen & Learning Agility
• Team Collaboration & Leadership

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As an Enterprise CSM, you’ll:

• Lead high‑impact projects that shape the future of our customer success organization.
• Collaborate with senior leaders across Product, Sales, and Engineering to influence product strategy.
• Participate in leadership training programs, mentorship, and cross‑functional workshops.
• Earn certifications in Customer Success, Data Analytics, or SaaS Management.
• Progress into senior CSM, Director of Customer Success, or VP of Customer Experience roles.
• Gain exposure to global markets and diverse industry verticals.
• Receive regular performance feedback and career coaching to accelerate your growth trajectory.

Work Environment & Culture

brighthush thrives on a culture of innovation, transparency, and inclusion. We offer:

• Fully remote work with flexible hours to support work‑life balance.
• Collaborative virtual spaces and regular all‑hands meetings to keep everyone connected.
• A culture that celebrates wins, learns from failures, and encourages experimentation.
• Regular hackathons, learning sessions, and industry conferences to keep your skills sharp.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Access to a global network of peers and mentors.
• Opportunities to contribute to open‑source projects and community initiatives.

Compensation & Benefits

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

• Base salary commensurate with experience.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning resources.
• Unlimited paid time off and generous parental leave policies.
• Professional development budget and tuition reimbursement.
• Wellness programs, mental health support, and employee assistance programs.
• Access to cutting‑edge tools and technology to support your work.
• Annual company retreats and team‑building events.

How to Apply

If you’re passionate about driving customer success, thrive in a fast‑paced environment, and want to be part of a team that’s shaping the future of digital media, we’d love to hear from you. Submit your application through the link below and join brighthush in creating unforgettable experiences for our clients.

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Join brighthush – Where Passion Meets Impact

At brighthush, we’re not just building products; we’re building relationships, fostering innovation, and creating a culture where every voice matters. If you’re ready to take ownership, collaborate across teams, and help our clients achieve extraordinary results, this is the place for you. Apply today and become a key player in our journey to transform the media and entertainment landscape.