Senior Enterprise Customer Success Manager – Championing Strategic Adoption, Retention, and Revenue Expansion for High‑Value Clients at brighthush

About brighthush

brighthush is a trailblazer in the customer and employee experience (CX/EX) arena, delivering cloud‑native, AI‑enhanced solutions that empower more than 72,000 organizations worldwide. From Fortune 500 enterprises to fast‑growing tech firms, our platform marries simplicity with enterprise‑grade performance, enabling clients to accelerate growth, reduce friction, and create unforgettable experiences for their customers and teams. With a relentless focus on innovation, data‑driven insights, and a culture of continuous improvement, brighthush is redefining how businesses engage with people inside and outside their organization.

Why Join brighthush?

At brighthush, we’re on a mission to help every organization delight its customers and employees through intuitive, powerful software. As we expand our Enterprise footprint across North America, we’re seeking a seasoned Customer Success professional who thrives on turning complex challenges into measurable business outcomes. In this role, you’ll partner with a portfolio of Key and Enterprise customers, blending strategic advisory, cross‑functional collaboration, and hands‑on execution to drive adoption, retention, and revenue growth.

Role Overview

As a Senior Enterprise Customer Success Manager, you will be the trusted partner for our most valuable clients. You will own a portfolio of high‑impact accounts, ensuring they achieve their business objectives while maximizing the value they derive from brighthush’s platform. Your strategic vision, analytical rigor, and collaborative spirit will help shape the future of CX/EX for our customers and influence product direction at brighthush.

Key Responsibilities

• Portfolio Management: Own a portfolio of 30–35 Key and Enterprise accounts, representing $5M–$7M in Annual Recurring Revenue (ARR). Build deep, trusted relationships with stakeholders across business and technical teams.
• Trusted Advisor: Become the go‑to partner for all CX and EX initiatives, guiding customers through strategy, implementation, and optimization.
• Adoption & Value Realization: Drive product adoption, ensuring customers extract maximum value and translate usage into tangible ROI.
• Growth & Retention: Collaborate with Account Executives to craft account strategies, support renewals, and identify upsell and cross‑sell opportunities.
• Executive Engagement: Lead Executive Business Reviews, success planning sessions, and health discussions to keep senior leadership aligned and engaged.
• Health Monitoring: Proactively track customer health scores, adoption metrics, and usage patterns to surface risks and opportunities.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Support, Professional Services, and Customer Advocacy to deliver seamless outcomes.
• Escalation Management: Serve as the primary point of contact for strategic engagements and high‑impact escalations.
• Travel & On‑Site Presence: Travel as needed to strengthen relationships, conduct on‑site workshops, and support business objectives.

Essential Qualifications

• 7–10 years of experience in Customer Success, Technical Account Management, Consulting, or a similar customer‑facing SaaS role.
• Proven track record managing Enterprise or Key customer portfolios within a SaaS environment.
• Demonstrated success in driving customer retention, adoption, and revenue growth.
• Experience working with technical and business stakeholders, including executive sponsors.
• Strong commercial mindset with a history of partnering on renewals and expansion opportunities.
• Excellent communication, presentation, and relationship‑building skills.
• Ability to juggle multiple priorities while collaborating effectively across cross‑functional teams.
• Deep understanding of SaaS customer success best practices and enterprise technology ecosystems.

Preferred Qualifications

• Experience in the CX or EX software space.
• Background in data‑driven decision making and analytics.
• Knowledge of AI and automation tools used in customer engagement.
• Previous experience in a fast‑growth, high‑velocity SaaS company.

Core Skills & Competencies

• Strategic Thinking: Ability to translate business objectives into actionable success plans.
• Customer Advocacy: Passion for championing the customer’s voice across the organization.
• Analytical Acumen: Proficiency in interpreting usage data, health metrics, and financial KPIs.
• Influence & Negotiation: Skilled at guiding executive conversations and securing buy‑in.
• Project Management: Strong organizational skills to manage multiple initiatives simultaneously.
• Technical Fluency: Comfortable discussing product architecture, integrations, and data flows.
• Collaboration: Proven ability to work with Product, Engineering, Support, and Professional Services.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Enterprise Customer Success Manager, you’ll:

• Progress to a Director of Customer Success role, overseeing a broader portfolio and shaping strategy.
• Lead cross‑functional initiatives that influence product roadmap and go‑to‑market strategy.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access continuous learning resources, including certifications in SaaS, CX, and data analytics.
• Mentor junior Customer Success Managers and share best practices.

Work Environment & Culture at brighthush

Our hybrid model blends the flexibility of remote work with the collaboration of our downtown Boston office. Expect to be onsite Tuesday through Thursday, fostering face‑to‑face teamwork while enjoying the freedom to work from home on other days.

brighthush culture is built on:

• People‑First Philosophy: We prioritize employee well‑being, professional growth, and inclusive collaboration.
• Diversity & Inclusion: We celebrate all backgrounds, genders, sexual orientations, religions, and ethnicities.
• Innovation Hub: A fast‑moving environment where ideas are tested, iterated, and scaled.
• Community Impact: We encourage volunteerism, sustainability initiatives, and social responsibility.
• Transparent Leadership: Open communication channels and regular town‑hall meetings.

Compensation & Benefits

The base salary for this role ranges from $108,800 to $134,400 USD, with a target bonus aligned to an 80/20 pay mix (80% base, 20% variable). Compensation is competitive and commensurate with experience, skills, and performance.

brighthush offers a comprehensive benefits package, including:

• Dental, medical, vision, disability, and life insurance options.
• Flexible spending accounts and commuter benefits.
• Wellness programs, mental health support, and fitness stipends.
• Generous parental leave and adoption support.
• Professional development budget and tuition reimbursement.
• Employee stock purchase plan and performance equity.
• Annual company retreats and team‑building events.

How to Apply

If you’re a seasoned Customer Success leader who thrives on building lasting relationships, driving adoption, and unlocking growth for enterprise customers, brighthush invites you to join our mission. Bring your expertise, passion, and vision to a company that values innovation, diversity, and customer success at every level.

Apply today and help shape the future of customer and employee experience software—one success story at a time.