Senior Enterprise Customer Success Manager – AI‑Powered HR SaaS Champion for Latin America: Driving Adoption, Renewals, Expansion, and Strategic Growth at brighthush

Welcome to brighthush – The Future of Human Capital

In a world where talent is the most valuable asset, brighthush is redefining how organizations discover, develop, and retain their people. By marrying cutting‑edge artificial intelligence with a cloud‑native, data‑driven platform, we deliver hyper‑personalized insights that empower HR leaders to make decisions on recognition, rewards, and career development with unprecedented precision. Our mission is simple yet ambitious: unlock every employee’s full potential while equipping HR teams with the tools they need to drive measurable business outcomes.

Since our founding, we have partnered with Fortune 500 enterprises, mid‑market leaders, and ambitious startups across the globe. Today, our footprint is expanding rapidly into Latin America, where we help organizations navigate complex talent landscapes, regulatory environments, and cultural nuances. At brighthush, we believe technology should amplify human talent, not replace it.

Why This Role Matters

Employee engagement and retention are more critical than ever. The Customer Success team is the linchpin that transforms our technology into tangible value for our clients. As a Senior Enterprise Customer Success Manager, you will be the trusted advisor for our most strategic accounts, ensuring they not only adopt our platform but also extract maximum ROI. Your influence will shape product adoption, drive revenue growth, and cement brighthush as the go‑to partner for forward‑thinking enterprises in Latin America.

We measure success by the impact you create: higher customer satisfaction scores, increased feature usage, successful renewals, and expansion revenue. Your work will directly contribute to our company’s growth trajectory and the long‑term success of our clients.

Your Impact – Key Responsibilities

In this role, you will:

• Serve as the single point of contact for all strategic initiatives, operational needs, and escalations across a portfolio of high‑value enterprise accounts.
• Accelerate time‑to‑value through meticulously designed onboarding programs, workshops, webinars, and hands‑on labs tailored to each client’s role and objectives.
• Drive adoption by analyzing usage data, identifying gaps, and collaborating with Product and Marketing to create targeted adoption plans.
• Lead quarterly business reviews with C‑suite stakeholders, presenting ROI metrics, success stories, and strategic recommendations that align with the client’s business goals.
• Partner with Sales to secure contract renewals, identify upsell opportunities, and negotiate expansion deals that align with client objectives.
• Interpret usage dashboards, churn indicators, and customer health scores to forecast risks and opportunities, using insights to drive proactive engagement and mitigate potential churn.
• Collaborate cross‑functionally with Product, Engineering, Marketing, and Support to relay customer feedback and influence roadmap decisions.
• Continuously refine customer success workflows, documentation, and tooling to increase efficiency and scalability.
• Represent brighthush at industry events, webinars, and client workshops, positioning the brand as a trusted partner in HR technology.
• Mentor junior Customer Success Managers and share best practices across the team.
• Develop and maintain a deep understanding of the Latin American HR landscape, including labor laws, cultural nuances, and emerging talent trends.
• Champion data‑driven decision making by building and presenting dashboards that track key performance indicators for each account.
• Drive continuous improvement by conducting post‑implementation reviews and capturing lessons learned to inform future engagements.

Essential Qualifications – What We Expect

• Minimum 3 years of experience in B2B SaaS customer success, account management, or a related role.
• Proven track record managing enterprise‑level accounts (10+ users, multi‑year contracts) and driving measurable growth.
• Fluency in both English and Spanish—written and spoken—enabling seamless communication with clients and internal teams.
• Strong analytical mindset with the ability to interpret usage metrics and translate them into actionable insights.
• Excellent communication skills, capable of presenting complex data to senior executives and translating technical concepts into business value.
• Experience with HR technology platforms such as brighthush or similar is highly desirable.
• Demonstrated ability to lead onboarding, training, and business reviews that result in high customer satisfaction.
• Self‑motivated, proactive, and comfortable working in a remote, distributed environment with a high degree of autonomy.
• Experience with data visualization tools (e.g., Tableau, Power BI) and CRM systems (e.g., Salesforce, HubSpot).
• Knowledge of AI and machine learning concepts as they apply to talent analytics.

Preferred Qualifications – Bonus Points

• Experience in the Latin American market, with a deep understanding of local business practices, cultural nuances, and regulatory considerations.
• Background in HR or talent management, providing context for our product suite and enabling deeper conversations with clients.
• Certifications in Customer Success (CSM), Project Management (PMP), or related fields that demonstrate a commitment to professional growth.
• Proficiency with customer success platforms (e.g., Gainsight, Totango) and CRM systems such as Salesforce.
• Track record of driving measurable growth—e.g., increasing upsell revenue by a specific percentage or reducing churn below a target threshold.
• Experience leading cross‑functional initiatives that span Product, Engineering, and Marketing.

Core Skills & Competencies – What Makes You Successful

• Strategic Thinking: Ability to align customer goals with brighthush’s product roadmap and long‑term vision.
• Relationship Building: Cultivate trust with C‑suite stakeholders and internal teams, fostering a partnership mindset.
• Data Literacy: Comfortable working with SQL, Excel, and BI tools to extract insights, build dashboards, and report on key metrics.
• Project Management: Manage multiple initiatives simultaneously while meeting deadlines and delivering high‑quality outcomes.
• Problem Solving: Quickly diagnose issues, propose effective solutions, and drive resolution in a timely manner.
• Adaptability: Thrive in a dynamic, evolving SaaS environment where priorities shift and new challenges arise.
• Customer‑Centric Mindset: Prioritize the client’s success above all, ensuring that every interaction adds value.
• Communication Excellence: Articulate complex concepts in clear, concise language for diverse audiences.
• Negotiation & Influence: Secure renewals and expansions while maintaining long‑term partnership integrity.
• Leadership & Mentorship: Guide junior team members and foster a culture of continuous improvement.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, we believe in nurturing talent from within. As a Senior Enterprise Customer Success Manager, you will:

• Progress to Senior Customer Success Manager or Director of Customer Success within 2–3 years, based on performance and impact.
• Gain exposure to product strategy, sales enablement, and executive leadership, broadening your skill set and industry knowledge.
• Participate in cross‑functional projects that shape the future of HR technology, giving you a front‑row seat to innovation.
• Access continuous learning resources—online courses, certifications, and industry conferences—to stay ahead of industry trends.
• Receive mentorship from seasoned leaders who champion your professional development and help you navigate your career path.
• Potentially transition into strategic roles such as VP of Customer Success, Head of Latin America, or Product Management, leveraging your deep client insights.

Work Environment & Culture – Why brighthush is a Great Place to Work

brighthush is built on a foundation of transparency, collaboration, and innovation. Our remote‑first culture means you’ll work alongside talented professionals from around the globe, all connected through a robust digital ecosystem. We celebrate diversity, encourage open dialogue, and reward creativity. Whether you’re brainstorming new feature ideas or troubleshooting a client issue, you’ll find a supportive community that values your voice.

Key cultural pillars include:

• Transparency: Open communication channels and real‑time visibility into company goals and performance.
• Collaboration: Cross‑functional teams that work together to solve complex problems and deliver value to clients.
• Innovation: A culture that encourages experimentation, learning from failure, and continuous improvement.
• Well‑being: Resources and programs that support physical, mental, and emotional health.
• Growth Mindset: Opportunities for professional development, skill building, and career advancement.
• Community Impact: Initiatives that give back to local communities and promote inclusive hiring practices.

Compensation, Perks, and Benefits – We Value Your Contribution

While specific figures vary by experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for mid‑level Customer Success roles in Colombia.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Health and dental insurance coverage for you and your dependents.
• Flexible work hours and a fully remote setup—no commuting required.
• Annual professional development stipend for courses, certifications, or conferences.
• Wellness program, including virtual fitness classes, mental health resources, and wellness challenges.
• Equity options as part of the long‑term incentive plan, allowing you to share in the company’s success.
• Paid time off, including vacation, sick leave, and personal days.
• Employee referral bonus program.

How to Apply – Join the brighthush Team

Ready to take the next step in your career and help shape the future of HR technology? Submit your application through the link below. We look forward to learning how your expertise can drive success for our clients and brighthush alike.

Apply to this role at brighthush