Senior Enterprise Customer Success Manager – Championing Adoption, Expansion, and Renewal for High‑Growth SaaS Platforms

About brighthush and the Opportunity

brighthush is a trailblazing SaaS company that empowers modern software teams to deliver features faster, safer, and with unprecedented confidence. Our platform sits at the intersection of DevOps, feature flagging, and continuous delivery, enabling developers to experiment, roll out, and rollback code with a single click. As a global leader in the feature‑flag space, we are on a mission to transform how businesses innovate—making every release a win for both engineering and product teams.

We are looking for a seasoned Senior Enterprise Customer Success Manager to become the primary advocate for our enterprise customers. In this role, you will guide high‑value accounts from post‑sales handoff through full adoption, ensuring they realize maximum ROI while positioning brighthush for expansion and renewal success. If you thrive in a fast‑paced, data‑driven environment, love working with developers and product leaders, and have a knack for turning customer insights into growth opportunities, we want to hear from you.

Key Responsibilities

As the linchpin between sales, product, and engineering, your day‑to‑day activities will revolve around delivering measurable outcomes for our most strategic accounts. Below is a detailed breakdown of what you’ll be doing:

• Customer Onboarding & Activation – Lead the end‑to‑end onboarding journey for new enterprise customers. Design tailored success plans, coordinate cross‑functional teams, and monitor adoption metrics to guarantee a smooth transition from sales to active usage.
• Risk Identification & Mitigation – Proactively surface adoption risks, churn indicators, and contraction signals. Build and execute mitigation strategies, collaborating with sales, product, and engineering to keep customers on track.
• Technical Guidance & Enablement – Serve as the subject‑matter expert on the brighthush platform. Deliver best‑practice implementation workshops, troubleshoot complex technical scenarios, and provide actionable insights that drive feature adoption.
• Prescriptive Upsell & Expansion – Maintain a pulse on customer goals and outcomes. Identify opportunities for additional product modules, advanced services, or new feature adoption that unlocks incremental value and revenue.
• Trusted Advisor & Champion Builder – Build deep, trust‑based relationships with key stakeholders, from developers to C‑suite executives. Cultivate internal champions who advocate for brighthush within their organizations, leveraging success metrics to secure executive sponsorship.
• Renewal & Forecast Management – Own the renewal process, forecast quarterly and annual revenue, and collaborate with sales and deal desk to close renewal agreements on time. Track expansion opportunities and drive upsell conversations that align with customer success metrics.
• Data‑Driven Insight Generation – Own the analytics stack for your accounts. Build dashboards, run cohort analyses, and translate data into actionable recommendations for both customers and internal stakeholders.
• Thought Leadership & Community Building – Represent brighthush at industry events, webinars, and user groups. Capture feedback and use it to shape product strategy and community initiatives.

Essential Qualifications

• 5+ years of customer‑facing experience in account management, customer success, or technical onboarding, preferably within SaaS or DevOps‑centric environments.
• Demonstrated success owning renewal processes and meeting or exceeding retention quotas in a commercially oriented CS team.
• Strong discovery and qualification skills; familiarity with MEDDIC, SPIN, or similar sales methodologies is a plus.
• Proven project management experience—holding customers and cross‑functional teams accountable to timelines and deliverables.
• Technical fluency with cloud platforms, CI/CD pipelines, and feature‑flagging concepts. Experience working directly with developers or engineering leads is highly desirable.
• Balanced blend of proactive and reactive customer success tactics—capable of both guiding customers toward success and responding swiftly to issues.
• Ability to advocate for customers while aligning with brighthush’s product vision and roadmap.
• Exceptional communication skills—both written and verbal—capable of translating complex technical concepts for non‑technical stakeholders.
• High emotional intelligence and a customer‑centric mindset that drives measurable outcomes.

Preferred Qualifications

• Experience in a high‑growth SaaS company with a focus on enterprise accounts.
• Track record of driving expansion revenue and upsell within existing accounts.
• Knowledge of DevOps tools such as Git, Jenkins, Kubernetes, or Terraform.
• Strong analytical skills—comfortable working with data dashboards, adoption metrics, and ROI calculations.
• Experience leading cross‑functional initiatives that span product, engineering, and marketing.
• Background in building or scaling customer success teams in a fast‑moving environment.

Skills & Competencies

• Customer‑centric mindset – Passion for delivering measurable outcomes and delighting customers.
• Strategic thinking – Ability to see the big picture while managing day‑to‑day execution.
• Collaboration – Thrives in cross‑functional teams, working closely with sales, product, engineering, and marketing.
• Problem‑solving – Adept at diagnosing complex technical issues and crafting elegant solutions.
• Data‑driven decision making – Leverages metrics to inform strategy and measure success.
• Adaptability – Comfortable navigating ambiguity in a rapidly evolving product landscape.
• Leadership & Influence – Inspires internal champions and drives consensus across departments.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career advancement. As a Senior Enterprise Customer Success Manager, you will:

• Progress to senior CS leadership roles such as Director of Customer Success or VP of Customer Experience.
• Gain exposure to product strategy sessions, influencing roadmap decisions based on real‑world customer feedback.
• Participate in industry conferences, webinars, and internal knowledge‑sharing workshops.
• Access a robust learning platform featuring courses on sales methodologies, technical product training, and leadership development.
• Mentorship from senior leaders who have built successful CS organizations in high‑growth tech companies.
• Opportunity to lead cross‑functional initiatives that shape the future of our platform and customer experience.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our core values include:

• Customer Obsession – Every decision is driven by the goal of delivering exceptional value to our customers.
• Innovation & Experimentation – We encourage bold ideas, rapid prototyping, and learning from failure.
• Respect & Inclusion – Diversity of thought, background, and perspective is celebrated and integral to our success.
• Ownership & Accountability – Team members are empowered to take initiative and are held accountable for outcomes.

Our remote‑first environment supports flexible work arrangements, while our global teams collaborate through asynchronous communication tools and regular virtual town halls. We also host quarterly in‑person retreats to strengthen team bonds and align on strategy.

Compensation, Perks & Benefits

While exact compensation varies by location, experience, and skill set, we offer a competitive total rewards package that includes:

• Base salary aligned with industry benchmarks for enterprise customer success leaders.
• Performance‑based bonuses tied to renewal, expansion, and adoption metrics.
• Equity or Restricted Stock Units (RSUs) to share in brighthush’s growth.
• Comprehensive health, vision, and dental coverage, including mental health resources.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Wellness programs, including gym memberships and mindfulness sessions.
• Access to cutting‑edge tools and resources that empower you to excel in your role.

Why Join brighthush?

As a Senior Enterprise Customer Success Manager, you will be at the forefront of a company that is redefining how software teams deliver value. You will:

• Work with a passionate, high‑performing team that values your input and rewards your impact.
• Drive tangible outcomes for enterprise customers, seeing the direct correlation between your work and their success.
• Shape the future of our product by feeding customer insights into the roadmap.
• Benefit from a culture that balances autonomy with support, encouraging you to grow both personally and professionally.
• Be part of a mission‑driven organization that is changing the way businesses innovate.

If you are ready to take ownership of customer success at scale, influence product strategy, and accelerate your career in a high‑growth SaaS environment, we invite you to apply to brighthush today.