Senior Enterprise Customer Success Manager – AI‑Powered Platform Adoption Champion, Revenue Growth Strategist, Strategic Partnership Builder, and Customer Experience Innovator at brighthush

Welcome to brighthush – Where Customer Success Meets Artificial Intelligence

At brighthush, we’re redefining what it means to help businesses thrive in a digital world. Our platform fuses advanced artificial intelligence, real‑time analytics, and human‑centric design into a single, seamless experience that empowers enterprises to deliver hyper‑personalized interactions. Whether you’re a high‑growth startup or a mature organization modernizing its engagement strategy, brighthush equips you with the tools, insights, and support needed to turn every customer touchpoint into a strategic advantage.

Why This Role Is a Game‑Changer

In the fast‑paced SaaS ecosystem, the margin between delight and churn is razor‑thin. As a Senior Enterprise Customer Success Manager at brighthush, you will be the frontline advocate for our clients, ensuring they not only adopt our platform but also realize measurable business outcomes. Your influence will directly shape customer satisfaction scores, renewal rates, and the overall health of our customer base. This is a role where strategic thinking, data‑driven insight, and relentless execution converge to create lasting impact.

Key Responsibilities – What You’ll Do Every Day

1. Portfolio Management

• Own a curated set of high‑value client accounts – develop deep expertise in their industry, business objectives, and success metrics.
• Build and maintain strategic account plans that align brighthush capabilities with each client’s roadmap, ensuring a clear path to success.
• Track and forecast account health using a blend of qualitative insights and quantitative metrics.

2. Client Engagement & Advocacy

• Conduct regular business reviews, onboarding workshops, and proactive check‑ins.
• Use data‑driven insights to surface opportunities for upsell, cross‑sell, and feature adoption.
• Serve as the trusted advisor who champions the client’s voice within brighthush, influencing product and service enhancements.

3. Adoption & Enablement

• Champion the adoption of brighthush features by creating customized training plans, knowledge articles, and best‑practice playbooks.
• Measure adoption metrics, iterate on enablement content, and accelerate time‑to‑value for each account.
• Collaborate with the Product and Engineering teams to ensure new releases are seamlessly integrated into client workflows.

4. Issue Resolution & Escalation Management

• Act as the primary point of contact for escalated issues, coordinating with product, engineering, and support teams to deliver timely, effective solutions.
• Communicate status updates to clients and internal stakeholders, maintaining transparency throughout the resolution process.
• Document lessons learned and update knowledge bases to prevent future incidents.

5. Data‑Driven Insights & Reporting

• Analyze usage data, churn risk indicators, and customer feedback to identify upsell opportunities and areas for improvement.
• Present findings in clear, actionable reports to both clients and cross‑functional teams.
• Develop dashboards that track key performance indicators for each account.

6. Cross‑Functional Collaboration

• Work closely with Sales, Marketing, Product, and Engineering to align on customer journeys, feature roadmaps, and go‑to‑market strategies.
• Provide field feedback that informs product development and marketing messaging.
• Participate in quarterly business reviews with executive leadership to showcase client success stories.

7. Process Improvement & Scalability

• Continuously refine customer success workflows, documentation, and knowledge bases to increase efficiency, consistency, and scalability across the organization.
• Lead initiatives to automate routine tasks, freeing up time for high‑value client interactions.
• Champion a culture of continuous improvement by encouraging experimentation and learning from failures.

8. Mentorship & Team Development

• Mentor junior Customer Success Associates, sharing best practices, coaching on client interactions, and fostering a culture of continuous learning.
• Lead internal workshops on topics such as data analytics, customer advocacy, and effective communication.
• Help shape the career paths of emerging talent within the Customer Success organization.

Essential Qualifications – What We Expect

• Experience: 3–5 years in client‑facing roles within SaaS, consulting, or technology services. Proven track record of managing customer relationships, driving adoption, and delivering measurable outcomes.
• Communication: Exceptional written and verbal communication skills. Ability to translate complex technical concepts into clear, actionable recommendations for non‑technical stakeholders.
• Organizational Excellence: Demonstrated ability to juggle multiple accounts, deadlines, and priorities while maintaining meticulous attention to detail.
• Technical Aptitude: Comfortable navigating SaaS platforms, CRM systems, and customer success tools. Quick learner with a passion for technology and a curiosity to explore new features.
• Proactive Mindset: Self‑motivated, with a strong sense of ownership and a drive to anticipate client needs before they arise.
• Education: Bachelor’s degree in Business, Marketing, Computer Science, or a related field. Equivalent work experience will be considered.

Preferred Qualifications – Bonus Skills

• Industry Knowledge: Experience in financial services, fintech, or a related industry will be an advantage.
• Data Analysis: Familiarity with data visualization tools (e.g., Tableau, Power BI) and the ability to interpret usage metrics.
• Project Management: Experience leading cross‑functional projects or initiatives, with a track record of delivering on time and within scope.
• Multilingual: Proficiency in additional languages is a plus, especially for global accounts.

Core Competencies – The DNA of Success

• Customer‑Centric Mindset: Deep empathy for client challenges and a commitment to delivering exceptional service.
• Strategic Thinking: Ability to align customer goals with brighthush solutions, creating win‑win outcomes that drive revenue and satisfaction.
• Analytical Skills: Strong quantitative mindset to assess performance, identify trends, and recommend data‑backed actions.
• Collaboration & Influence: Comfortable working in a fast‑moving, cross‑functional environment, influencing product and marketing decisions.
• Adaptability & Resilience: Thrive in a dynamic setting where priorities can shift quickly, maintaining focus and delivering results.
• Leadership & Mentoring: Ability to coach and develop junior team members, fostering a culture of growth and accountability.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Enterprise Customer Success Manager, you will have the chance to:

• Progress to Senior Roles: Transition to Senior Customer Success Manager, Customer Success Lead, or Customer Success Director based on performance and impact.
• Cross‑Functional Exposure: Work closely with Product, Engineering, Sales, and Marketing teams to gain a holistic view of the business and influence strategic decisions.
• Professional Development: Access to industry conferences, certifications, and internal training programs focused on customer success, data analytics, and leadership.
• Mentorship & Coaching: Pairing with seasoned Customer Success leaders who provide guidance, feedback, and career coaching.
• Innovation Projects: Opportunity to lead or contribute to high‑impact initiatives that shape the future of the brighthush platform and customer success methodology.

Work Environment & Culture at brighthush – Where Innovation Thrives

brighthush champions a culture of innovation, collaboration, and inclusivity. Our remote‑first model empowers employees to work from anywhere in the United States, while our Dallas and Minneapolis hubs provide optional in‑office collaboration spaces. Key cultural pillars include:

• Transparency: Open communication channels, regular town‑hall meetings, and a culture of honest feedback.
• Continuous Improvement: A growth mindset that encourages experimentation, learning from failures, and celebrating successes.
• Diversity & Inclusion: Commitment to building a workforce that reflects the communities we serve, with inclusive hiring practices and employee resource groups.
• Work‑Life Balance: Flexible schedules, generous paid time off, and mental‑health resources to support well‑being.
• Community & Collaboration: Regular virtual and in‑person team building, hackathons, and cross‑team knowledge sharing sessions.

Compensation & Benefits – We Value Your Contribution

Base Salary: Competitive range of USD 65,000 – 75,000 per year, commensurate with experience and performance.

Benefits Package

• 401(k) matching program
• Health, dental, and vision insurance
• Generous paid time off (PTO) and holiday schedule
• Parental leave policy exceeding industry standards
• Employee assistance program and wellness initiatives
• Professional development stipend and tuition reimbursement
• Employee stock purchase plan (ESPP)
• Flexible work arrangements and remote‑first policy

How to Apply – Join the brighthush Movement

Ready to join a forward‑thinking team that is reshaping customer success? Submit your resume and a cover letter that highlights your relevant experience and explains why you’re excited about the opportunity at brighthush. We look forward to learning how you can help us elevate our clients’ success stories.

Apply to this role now

Join brighthush Today – Your Future Starts Here

If you are a proactive, customer‑focused professional eager to make a tangible impact in a rapidly evolving SaaS landscape, brighthush offers the platform, the people, and the culture to help you thrive. We look forward to welcoming you to our team and embarking on a journey of growth, innovation, and shared success.