Senior Enterprise Customer Success Manager – Championing Adoption, Retention, and Growth for Global Brands at brighthush

About brighthush

brighthush is a trailblazing technology company dedicated to transforming how products are designed, built, and delivered for people with disabilities. By embedding inclusive research and accessibility tools into the core of product development, we empower global enterprises to create digital experiences that are not only compliant but truly empowering for over one billion users worldwide. Our impact has been recognized by leading industry publications and global awards, positioning brighthush as a pioneer in inclusive design and a trusted partner for Fortune‑500 brands.

Why This Role Matters

As a Senior Enterprise Customer Success Manager, you will be the linchpin between brighthush and our most influential enterprise clients. Your mission is to own the entire customer journey—from onboarding and adoption to renewal and expansion—ensuring that our platform becomes an indispensable part of our customers’ product development lifecycles. By building deep, trusted relationships with senior leaders across accessibility, design, product, UX, engineering, and research, you will help our clients achieve measurable business outcomes while advancing brighthush’s mission to make the digital world more inclusive.

Key Responsibilities

Product Adoption & Usage

• Own adoption and sustained product usage across your portfolio, guiding customers to integrate brighthush into their research workflows and product development pipelines.
• Design and execute shared success plans that set clear usage goals, business outcomes, milestones, and ownership responsibilities. Provide strategic guidance that turns these plans into consistent accessibility research practices.
• Proactively analyze usage data to spot adoption barriers and churn risks. Lead targeted action plans to re‑engage customers, deepen feature adoption, and broaden usage across teams.

Retention & Commercial Management

• Take full ownership of customer retention and the renewal process, from planning through signature, with accountability for gross revenue retention (GRR) and net revenue retention (NRR) targets.
• Build compelling renewal business cases that link product usage and research outcomes to customer priorities. Identify expansion opportunities grounded in demonstrated value and partner with Sales to advance them.
• Prepare and manage renewal proposals and order forms, coordinating with Legal, Security, Finance, and Sales to navigate contract and procurement requirements.
• Maintain accurate renewal forecasts, proactively manage timelines and risks, and lead commercial conversations that protect customer relationships and deliver sustainable outcomes for brighthush.

Senior Leadership Relationships & Advocacy

• Build trusted relationships with senior leaders across accessibility, design, product, UX, engineering, and research, understanding their priorities and connecting brighthush’s value to their strategic goals.
• Cultivate executive sponsorship and relationships beyond a single champion to strengthen account resilience, expand adoption, and secure support for continued investment.
• Lead business reviews that demonstrate customer impact, align stakeholders on progress, and secure clear commitments to address adoption barriers and support renewal.
• Develop customer advocates and identify opportunities for references, case studies, and sharing meaningful accessibility outcomes.

Cross‑Functional Alignment & Support

• Partner with Platform Support and Innovation teams to resolve issues, remove adoption barriers, and deliver a consistent customer experience.
• Coordinate with Sales, Product, Marketing, and Finance on account plans and actions that improve usage, retention, and growth.
• Translate customer feedback, usage patterns, and renewal insights into actionable input for product and roadmap discussions.
• Improve Customer Success processes, playbooks, and engagement strategies using lessons from your portfolio to strengthen adoption and retention at scale.

Essential Qualifications & Assets

• 4+ years of experience in Customer Success, Account Management, or a similar customer‑facing SaaS role.
• 3+ years of managing enterprise customer relationships.
• Experience supporting renewals, commercial discussions, and cross‑functional deal coordination.
• Experience using or experimenting with AI for research, preparation, follow‑ups, analysis, or workflow automation.
• Demonstrated ability to adapt and evolve ways of working with AI tools to drive new approaches, improve processes, and increase day‑to‑day efficiency.
• Experience working in a startup or scale‑up environment.
• Proficiency with CRM and CS platforms such as HubSpot.
• Willingness to learn about accessibility and follow inclusive design practices.

Preferred Qualifications

• Background in accessibility or inclusive design, with a deep understanding of the challenges faced by people with disabilities.
• Experience working with large, global enterprises and navigating complex procurement processes.
• Strong analytical skills, with the ability to translate data into actionable insights.
• Excellent communication and presentation skills, capable of influencing senior executives.
• Proven track record of driving adoption and retention in a SaaS environment.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer success initiatives with business objectives.
• Relationship Building – Proven skill in cultivating trust with senior leaders and cross‑functional teams.
• Data‑Driven Decision Making – Comfortable working with usage metrics, churn risk models, and ROI calculations.
• Project Management – Strong organizational skills to manage multiple accounts, renewal cycles, and cross‑functional projects simultaneously.
• Problem Solving – Creative approach to identifying and removing adoption barriers.
• Communication – Clear, concise, and persuasive communication across all levels of an organization.
• Adaptability – Thrives in a fast‑moving, evolving environment and embraces new technologies.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Senior Enterprise Customer Success Manager, you will:

• Lead high‑impact initiatives that shape the future of inclusive design tools.
• Collaborate with product, engineering, and design teams to influence roadmap decisions.
• Mentor junior Customer Success team members and contribute to the development of best‑practice playbooks.
• Participate in industry conferences, webinars, and thought‑leadership panels to stay at the forefront of accessibility trends.
• Benefit from a structured learning program that includes certifications in accessibility, AI, and SaaS product management.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, curiosity, and impact. Our values—“To lead, listen first,” “The brain is a muscle,” and “Unlearn to learn”—guide everything we do. We celebrate diverse voices, encourage continuous learning, and empower our team to challenge the status quo. You will work in a flexible, remote‑first environment that supports work‑life balance while maintaining strong connections through virtual town halls, hackathons, and cross‑functional workshops.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $115,000 – $150,000, with on‑target earnings that reflect your experience and impact.
• Performance‑based bonuses tied to retention, renewal, and expansion metrics.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development stipend and access to industry conferences, courses, and certifications.
• Wellness programs, including mental health resources and virtual fitness classes.

Accessibility Accommodations

brighthush is committed to creating an inclusive hiring process. If you require any accommodations during the application or interview stages, please let us know by filling out our accessibility request form or emailing us at [email protected] with the subject line “Accessibility Accommodation for Senior Enterprise Customer Success Manager.” We will work with you to ensure a smooth and respectful experience.

How to Apply

Ready to make a tangible difference in the lives of millions while driving growth for a forward‑thinking company? Submit your application through our careers portal or click the link below to start your journey with brighthush.