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

About brighthush

brighthush is a global leader in cloud, AI, and cyber‑resiliency services, empowering enterprises to transform their operations, accelerate innovation, and secure their digital future. With a portfolio that spans public, private, and hybrid cloud environments, we partner with Fortune 500 companies, mid‑market leaders, and emerging startups to deliver end‑to‑end managed services, advisory expertise, and cutting‑edge AI solutions. Our mission is simple yet profound: enable every organization to harness technology as a catalyst for growth, resilience, and competitive advantage.

We operate on a foundation of trust, transparency, and relentless customer focus. Our global infrastructure, built on the most secure and scalable cloud platforms, allows us to deliver consistent, high‑quality services across continents. At brighthush, we believe that technology is only as powerful as the people who use it, which is why we invest heavily in talent development, community building, and a culture that celebrates curiosity, collaboration, and continuous improvement.

Why brighthush is the Place to Grow Your Career

When you join brighthush, you’re not just taking a job—you’re stepping into a role that shapes the future of cloud and AI for some of the world’s most influential organizations. We offer:

• Structured Career Ladder: Clear progression paths with defined milestones, mentorship, and leadership development.
• Learning & Development: Access to industry‑recognised certifications, internal knowledge hubs, and cross‑functional rotation programs.
• Impactful Work: Direct influence on customer outcomes, product strategy, and the overall direction of our services.
• Diverse & Inclusive Culture: A workplace where every voice is heard, and diverse perspectives drive innovation.
• Work‑Life Balance: Flexible remote and hybrid options, generous PTO, and wellness initiatives that support your well‑being.

Role Overview

The Senior Enterprise Customer Success Manager (CSM IV) is the linchpin 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.

In this role, you will:

• Serve as the primary advocate for customer success, translating business objectives into actionable plans.
• Collaborate with cross‑functional teams to align on strategy, execution, and continuous improvement.
• Leverage data, insights, and industry best practices to deliver value that exceeds expectations.
• Mentor and elevate the capabilities of junior Customer Success professionals.

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.