Senior Enterprise Customer Success Manager – Chicago Remote – Driving Adoption, Retention, and Value for Enterprise Clients at brighthush

About brighthush

brighthush is a trailblazing provider of enterprise‑grade IT management and cybersecurity solutions that empower organizations to navigate the complexities of modern technology landscapes. With a portfolio that spans data governance, platform modernization, and AI‑ready infrastructure, we help more than 45,000 companies—including 90% of the Fortune 500—to secure their digital assets, streamline operations, and unlock the full potential of their data.

Our mission is simple: deliver the best possible experience to our customers by combining cutting‑edge technology with a relentless focus on service excellence. We believe that the people who build, support, and use our solutions are the heart of our success, and we invest heavily in a culture that values curiosity, collaboration, and continuous learning.

Why brighthush?

At brighthush, you’ll join a global team of innovators who are shaping the future of enterprise IT. We offer:

• Competitive base salary with annual performance bonuses and top‑performer recognition.
• Comprehensive health, dental, vision, and life insurance plans, along with a generous 401(k) match.
• Flexible remote work options, unlimited paid time off, and wellness programs that support mental and physical health.
• Access to a world‑class learning platform, mentorship programs, and leadership development tracks.
• Inclusive teams that reflect the diversity of the markets we serve, supported by Employee Resource Groups and an Equality & Inclusion Council.

We are an Equal Opportunity Employer committed to fostering a workplace free from discrimination and harassment. All hiring decisions are based on business needs, job requirements, and individual qualifications.

Role Overview

As a Senior Enterprise Customer Success Manager at brighthush, you will be the trusted partner for our most strategic, high‑value clients. Your primary focus will be to ensure that each customer realizes maximum value from their investment in brighthush solutions, driving adoption, satisfaction, and renewal. You will manage a portfolio of enterprise accounts, guiding them through every stage of the customer lifecycle—from initial deployment and adoption to value realization and contract renewal.

In this role, you will act as the voice of the customer within brighthush, translating business needs into actionable success plans, and collaborating cross‑functionally with Sales, Support, Product, Renewals, and Professional Services to deliver seamless, high‑impact outcomes.

Key Responsibilities

• Account Ownership: Proactively manage a portfolio of named enterprise accounts, ensuring consistent engagement and satisfaction throughout the customer lifecycle.
• Relationship Building: Establish and nurture relationships with key stakeholders at each client organization, conducting regular check‑ins to understand evolving needs and address concerns promptly.
• Strategic Success Planning: Develop and maintain detailed Success Plans that align with customer‑defined business outcomes and value milestones.
• Value Advocacy: Partner with customers to build joint success roadmaps, leveraging analytics and KPIs to demonstrate tangible ROI and identify opportunities for deeper adoption.
• Executive Business Reviews (EBRs): Facilitate quarterly EBRs with senior leadership, presenting data‑driven insights, business impact, and growth opportunities.
• Renewal & Upsell Enablement: Support renewal contracting processes, identify cross‑sell and upsell opportunities, and coordinate with Account Management to convert insights into revenue.
• Risk & Opportunity Management: Monitor customer engagement signals, log risks and opportunities in CRM, and trigger internal playbooks to mitigate churn.
• Cross‑Functional Collaboration: Work closely with Sales, Support, Product, Renewals, and Professional Services to ensure alignment and continuity of customer experience.
• Process Improvement: Contribute to the development and refinement of scalable CSM programs and internal processes to drive efficiency and elevate the customer journey.
• Escalation Management: Serve as the escalation point for high‑impact customer issues, ensuring rapid resolution through coordinated internal efforts.

Essential Qualifications

• Minimum of 3 years of experience in a Customer Success role focused on driving adoption, retention, and value realization.
• 3+ years of experience managing enterprise‑level accounts within platform or security solution spaces, with a proven track record of growth, adoption, and renewal.
• Strong organizational skills with the ability to set milestones, manage timelines, and keep success plans on track.
• Proficiency in handling escalations—both internal and external—while maintaining a calm, solution‑oriented approach.
• Exceptional communication skills, capable of building trust with senior executives and influencing cross‑functional teams.
• Experience translating customer pain points into actionable business or solution requirements.
• Demonstrated success as a trusted advisor to C‑suite executives in large organizations.
• Understanding of value realization frameworks and recurring revenue models, with experience in renewal processes.
• Ability to work independently and remotely from Chicago, IL, USA.

Preferred Qualifications

• Experience leading transformational Customer Success initiatives, such as migrating customers from on‑premise to SaaS.
• Background in B2B software Customer Success within a high‑growth environment.
• Proficiency with Customer Success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
• Experience leveraging AI tools and prompting techniques to streamline processes and enhance customer insights.

Skills & Competencies

• Strategic Thinking & Business Acumen
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Project & Program Management
• Stakeholder Engagement & Influence
• Problem Solving & Conflict Resolution
• Adaptability & Resilience
• Technical Curiosity & Rapid Learning

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Industry‑leading learning platforms with courses on cloud, AI, cybersecurity, and customer success best practices.
• Mentorship programs pairing you with senior leaders across the organization.
• Leadership development tracks that prepare you for future roles in Customer Success, Product Management, or Sales Leadership.
• Annual conferences and workshops that keep you connected to the latest trends and innovations.

We encourage you to take ownership of your career path, and we provide the resources and support to help you achieve your goals.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our remote‑first culture means you can work from anywhere while staying connected to a vibrant community of teammates. We celebrate diversity, foster inclusion, and empower employees to bring their authentic selves to work.

Our values—customer obsession, innovation, and continuous improvement—guide everything we do. Whether you’re brainstorming new product features or troubleshooting a customer issue, you’ll find a culture that rewards curiosity, accountability, and teamwork.

Compensation & Benefits

While specific figures vary based on experience and role, you can expect:

• Competitive base salary aligned with market benchmarks for senior Customer Success roles.
• Annual performance bonus potential tied to individual and company metrics.
• Comprehensive health, dental, vision, and life insurance plans.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Wellness stipend, mental health resources, and employee assistance programs.
• Professional development budget and access to industry conferences.

How to Apply

Ready to make a lasting impact on enterprise customers and grow your career with a forward‑thinking organization? Submit your application through our careers portal at brighthush.com/careers. We look forward to learning how your experience and passion align with our mission.

Closing

At brighthush, you’ll have the opportunity to shape the future of enterprise IT while building a rewarding career. If you thrive in a fast‑paced, customer‑centric environment and are eager to drive measurable value for high‑profile clients, we want to hear from you. Join us and help enterprises unlock their full potential—one success story at a time.