Senior Enterprise Customer Success Manager – Driving Adoption, Retention, and Strategic Growth for High‑Value Clients at brighthush

Introduction

At brighthush, we’re redefining the future of enterprise technology. Our portfolio of cutting‑edge solutions in data governance, cybersecurity, and platform modernization empowers more than 45,000 organizations—including 90 % of the Fortune 500—to unlock the full potential of their data and secure their digital future. As the world accelerates toward AI‑driven decision making, brighthush stands at the forefront, building the foundation that enables enterprises to harness, protect, and modernize their data platforms.

We’re looking for a visionary Senior Enterprise Customer Success Manager who will lead a high‑performing team of Customer Success Managers (CSMs) and partner with Sales, Renewals, Product, and Support to deliver exceptional outcomes for our most strategic accounts. If you thrive on driving measurable business impact, building trusted advisor relationships, and scaling customer success programs, we want you on our team.

Key Responsibilities

As the linchpin of our enterprise customer success organization, you will:

• Lead and mentor a team of CSMs – coach, develop, and inspire a group of 5–7 managers to exceed engagement and satisfaction targets.
• Own the end‑to‑end customer journey – from onboarding through renewal, ensuring a seamless experience that maximizes adoption and value realization.
• Build and execute strategic Success Plans – collaborate with key stakeholders to define milestones, value metrics, and a clear roadmap that aligns with each customer’s business outcomes.
• Facilitate Executive Business Reviews (EBRs) – partner with Account Management to present data‑driven insights, demonstrate ROI, and uncover upsell or cross‑sell opportunities.
• Monitor customer health and analytics – use tools such as Gainsight, Totango, and Salesforce to track engagement signals, identify risks, and trigger proactive playbooks.
• Escalate and resolve high‑impact issues – act as the escalation point for critical incidents, coordinating with Product, Support, and Engineering to deliver rapid, effective solutions.
• Drive process improvement and scalability – identify bottlenecks, design scalable workflows, and implement best practices that enhance efficiency and customer experience.
• Collaborate cross‑functionally – work closely with Sales, Renewals, Product, and Professional Services to ensure alignment on strategy, messaging, and go‑to‑market initiatives.
• Champion customer advocacy – cultivate a culture of advocacy, turning satisfied customers into brand ambassadors who help drive new business.

Essential Qualifications

• Minimum of 3 years in a Customer Success role, with a proven track record of driving adoption, retention, and revenue growth.
• Experience managing enterprise‑scale platform or security solutions, engaging with business owners and senior executives.
• Strong organizational skills – adept at setting milestones, tracking progress, and keeping Success Plans on schedule.
• Excellent communication and relationship‑building abilities – comfortable facilitating change and influencing at all levels.
• Proficiency in customer success tools (Gainsight, Totango) and CRM systems (Salesforce) for health scoring, engagement tracking, and reporting.
• Demonstrated ability to translate customer pain points into actionable business or solution requirements.
• Experience in leading change initiatives, whether internally within a team or externally with customers.
• Understanding of recurring revenue models, renewal processes, and how organizations measure value realization.

Preferred Qualifications

• Background in transformational Customer Success projects, especially during a shift from on‑premise to SaaS.
• Previous experience in a B2B software company with a focus on enterprise accounts.
• Hands‑on experience with AI prompting and leveraging AI tools to streamline customer success workflows.
• Knowledge of data governance and cybersecurity best practices.
• Experience managing a high‑growth, high‑volume customer base.

Skills & Competencies

• Strategic Thinking – ability to see the big picture and translate it into actionable plans.
• Analytical Acumen – proficiency in interpreting data, spotting trends, and making data‑driven decisions.
• Leadership & Coaching – talent for developing people, fostering a collaborative culture, and driving performance.
• Customer‑Centric Mindset – relentless focus on delivering value and exceeding expectations.
• Project Management – adept at juggling multiple initiatives, prioritizing tasks, and meeting deadlines.
• Communication & Influence – clear, persuasive communication with internal teams and external stakeholders.
• Adaptability – thrives in a fast‑moving environment and embraces change.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology we build. As a Senior Enterprise Customer Success Manager, you will:

• Progress into Director or VP roles within Customer Success, shaping strategy for the entire enterprise portfolio.
• Lead cross‑functional initiatives that influence product roadmap, go‑to‑market strategy, and customer experience design.
• Access a robust learning ecosystem – online courses, certifications, and mentorship programs that keep you at the cutting edge.
• Participate in global leadership forums, industry conferences, and innovation labs.
• Benefit from a culture that rewards initiative, celebrates success, and encourages continuous improvement.

Work Environment & Culture at brighthush

We foster a culture of innovation, collaboration, and inclusion. Our teams are distributed across the globe, yet we maintain a strong sense of community through:

• Regular virtual town halls and cross‑team hackathons.
• Employee Resource Groups that celebrate diversity and promote belonging.
• An Equality & Inclusion Council that drives policy, training, and accountability.
• Flexible work arrangements that respect work‑life balance.
• A transparent, merit‑based performance system that recognizes and rewards impact.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates.
• Annual performance bonuses tied to individual and company goals.
• Comprehensive health, dental, and vision coverage.
• 401(k) plan Apply for this job