Senior Enterprise Customer Success Manager – Cloud & AI Solutions Architect, Championing Strategic Growth, Retention, and Value Realization for Global Enterprise Clients at brighthush

About brighthush

At brighthush, we believe that technology is only as powerful as the people who wield it. Our mission is to empower organizations to innovate, adapt, and grow by delivering secure, reliable managed and advisory services across private, public, and hybrid clouds. As a leading partner with the world’s most influential cloud providers—brighthush, brighthush, and brighthush—brighthush blends cutting‑edge cyber resiliency, artificial intelligence, and industry‑best practices to protect today’s operations while unlocking tomorrow’s possibilities. Our solutions are built on the scale and strength of our global infrastructure, enabling us to serve enterprises of all sizes with the same level of dedication and expertise.

Why Join brighthush?

When you become part of brighthush, you’re not just taking a job—you’re building a career that matters. We invest in your growth through continuous learning, mentorship, and exposure to the most advanced technologies in the industry. Our culture is rooted in collaboration, transparency, and a relentless focus on customer success. We celebrate diversity, champion inclusion, and provide a supportive environment where every voice is heard.

Role Overview

The Senior Enterprise Customer Success Manager (CSM IV) is a pivotal role that bridges the gap between our customers and the entire brighthush organization. You will own the end‑to‑end customer journey, ensuring that each enterprise client realizes measurable business outcomes from their cloud and AI investments. Acting as the quarterback across Sales, Delivery, Operations, Consulting, and Support, you will drive retention, adoption, and expansion while fostering a single, accountable partnership with our customers.

Key Responsibilities

• Customer Outcomes & Value Realization – Own accountability for ensuring customers achieve the business outcomes and value tied to their brighthush solutions.
• Develop and maintain outcome‑based success plans that align with customer objectives, KPIs, and milestones.
• Ensure delivery and operational activities remain outcome‑oriented, not merely scope‑centric.
• Lead high‑impact conversations focused on value realization, adoption, and forward roadmap alignment.
• Customer Lifecycle Management – Manage a portfolio of strategic enterprise customers across onboarding, adoption, renewal, and expansion phases.
• Proactively identify risks to retention and design mitigation plans that keep customers engaged and satisfied.
• Execute consistent lifecycle touchpoints, including onboarding sessions, Quarterly Business Reviews (QBRs), and renewal readiness workshops.
• Cross‑Functional Orchestration – Serve as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering.
• Drive alignment across teams to ensure a seamless customer experience and flawless execution.
• Resolve cross‑functional issues that impact customer outcomes or timelines, escalating when necessary.
• Retention, Renewal & Expansion Support – Partner closely with Sales and Account Management to shape renewal strategy and execution.
• Ground renewal conversations in delivered value and measurable outcomes.
• Identify expansion opportunities and surface Customer Success Qualified Leads (CSQLs) to the sales team.
• Customer Experience & Engagement – Lead QBRs and executive‑level discussions that highlight outcomes achieved, value delivered, and future opportunities.
• Maintain proactive communication and transparency with customers, building trust and advocacy.
• Strengthen customer relationships, turning satisfied clients into passionate advocates.
• Program & Process Contribution – Contribute to the development and refinement of Customer Success playbooks and engagement models.
• Support standardization of best practices across customer segments.
• Provide actionable feedback to improve tools, processes, and operating cadence.

Essential Qualifications

• Bachelor’s degree in a related discipline with a minimum of 8 years of experience in Customer Success, Account Management, or Consulting within B2B technology or services environments.
• Alternatively, a master’s degree with 6 years of experience, a PhD with 3 years of experience, or 12 years of relevant professional experience.
• Proven track record of managing enterprise customer relationships and driving value realization.
• Experience working with managed services, cloud, SaaS, or complex delivery environments.
• Strong communication and stakeholder management skills, capable of influencing senior leaders across the organization.
• Demonstrated ability to work cross‑functionally in matrixed organizations and act as a senior quarterback across teams.
• Experience mentoring and elevating the capabilities of other Customer Success team members.
• Strategic mindset with a passion for shaping how Customer Success scales across the organization.

Preferred Qualifications

• Experience in managed services, cloud, or hybrid infrastructure environments.
• Track record of driving retention and expansion within enterprise accounts.
• Familiarity with Customer Success metrics such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer health scoring.
• Experience leading executive‑level customer conversations and presenting to C‑suite stakeholders.

Skills & Competencies

• Strategic thinking and data‑driven decision making.
• Exceptional written and verbal communication, with the ability to translate technical concepts into business value.
• Strong analytical skills, comfortable working with dashboards, metrics, and financial models.
• Project management expertise, ensuring timely delivery of initiatives across multiple teams.
• Customer‑centric mindset, with a passion for building trust and long‑term partnerships.
• Adaptability and resilience in a fast‑paced, evolving technology landscape.
• Leadership presence, capable of influencing senior stakeholders and driving consensus.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a structured career ladder that rewards impact and innovation. You will have access to:

• Executive‑level mentorship programs that pair you with senior leaders.
• Industry‑recognised certifications in cloud, AI, and customer success.
• Cross‑functional rotation programs that broaden your skill set.
• Regular knowledge‑sharing sessions with product, engineering, and data science teams.
• Opportunities to lead high‑visibility initiatives that shape the future of our services.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and continuous improvement. Our teams work in a hybrid model that blends remote flexibility with in‑office collaboration hubs. We celebrate achievements through quarterly town halls, hackathons, and innovation challenges. Our inclusive environment ensures that every team member feels empowered to contribute ideas, challenge the status quo, and drive customer success.

Compensation & Benefits

• Competitive Base Salary – Aligned with industry standards and reflective of your experience and impact.
• Performance‑Based Incentives – Annual bonuses tied to customer health, retention, and expansion metrics.
• Comprehensive Benefits – Health, dental, vision, and life insurance plans for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements, with options for remote and hybrid schedules.
• Wellness program featuring gym memberships, mental health resources, and wellness stipends.
• Retirement savings plan with company match.
• Employee stock purchase plan to share in brighthush’s growth.

How to Apply

Ready to take the next step in your career and help our customers unlock the full potential of their cloud investments? Submit your application through our careers portal or click the link below to apply directly.

Apply to brighthush Today

Join brighthush – Where Technology Meets Purpose

At brighthush, we’re redefining what it means to be a leader in cloud and AI services. If you’re passionate about driving real business outcomes, building lasting relationships, and leading cross‑functional teams to success, we want to hear from you. Join us and become part of a community that values innovation, collaboration, and a commitment to customer excellence.