Senior Enterprise Customer Success Manager – Driving Adoption, Retention, and Value for Brighthush Solutions
About Brighthush
Brighthush is a global leader in enterprise technology, delivering cutting‑edge solutions that empower organizations to secure their data, modernize their platforms, and unlock the full potential of artificial intelligence. With a portfolio that spans data governance, cybersecurity, and platform modernization, Brighthush serves more than 45,000 customers—including 90% of the Fortune 500—across every industry. Our mission is simple: to help businesses thrive in a digital world by providing the tools, expertise, and support they need to stay ahead of evolving threats and seize new opportunities.
At Brighthush, we believe that technology is only as powerful as the people who use it. That’s why we invest heavily in our people, fostering a culture of continuous learning, collaboration, and innovation. Whether you’re a seasoned professional or just starting your career, Brighthush offers a dynamic environment where you can grow, make an impact, and shape the future of enterprise technology.
Why Brighthush?
- Impactful Work: Your contributions directly influence how thousands of organizations secure their data, modernize their infrastructure, and drive AI initiatives.
- Global Reach: Work with a diverse, international customer base and collaborate with colleagues from every corner of the world.
- Career Growth: Access to mentorship, leadership development programs, and a wealth of learning resources to accelerate your professional trajectory.
- Inclusive Culture: A workplace that celebrates diversity, equity, and inclusion, supported by Employee Resource Groups and an Equality & Inclusion Council.
- Competitive Compensation: Base salary, annual performance bonuses, and equity participation that reward your success.
- Comprehensive Benefits: Health, dental, vision, family, and retirement plans, along with generous paid time off and wellness initiatives.
- Flexible Work: Remote work options with a focus on results, not hours, allowing you to balance professional and personal commitments.
Role Overview
As a Senior Enterprise Customer Success Manager at Brighthush, you will be the trusted partner for our most complex, high‑value customers. Your primary mission is to ensure that each account realizes maximum value from our solutions—through adoption, optimization, and continuous improvement—while driving retention and expansion. You will own the entire customer lifecycle, from onboarding to renewal, and collaborate closely with Sales, Product, Support, and Professional Services to deliver a seamless, high‑impact experience.
Key Responsibilities
- Account Ownership: Proactively manage a portfolio of named accounts, ensuring consistent engagement, satisfaction, and success throughout the customer journey.
- Relationship Building: Establish and nurture relationships with key stakeholders—executives, IT leaders, and operational teams—through regular check‑ins, business reviews, and value discussions.
- Strategic Success Planning: Develop and maintain detailed Success Plans that align with customer‑defined business outcomes, value milestones, and adoption roadmaps.
- Data‑Driven Insight: Monitor customer analytics, usage metrics, and KPIs to validate value, identify improvement opportunities, and recommend optimization actions.
- Executive Business Reviews (EBRs): Lead EBRs in partnership with Account Management, presenting business cases, impact stories, and growth opportunities to senior leadership.
- Value Advocacy: Champion the customer’s voice within Brighthush, ensuring that product enhancements, support initiatives, and service offerings align with their evolving needs.
- Risk & Opportunity Management: Log risks, opportunities, and sentiment in the CRM; trigger internal playbooks and escalation paths as needed to mitigate churn and unlock upsell potential.
- Cross‑Functional Collaboration: Work closely with Sales, Support, Product, Renewals, and Professional Services to ensure continuity, alignment, and a unified customer experience.
- Process Improvement: Contribute to scalable programs and process enhancements that increase efficiency, consistency, and the overall customer experience.
- Renewal & Expansion: Support renewal contracting processes, identify cross‑sell and upsell opportunities, and collaborate with Account Management to secure long‑term growth.
Essential Qualifications
- Minimum of 3 years in a Customer Success or Account Management role focused on platform or security solutions.
- Proven track record of driving adoption, retention, and expansion for enterprise customers.
- Strong organizational skills with the ability to set milestones, manage multiple priorities, and keep Success Plans on track.
- Excellent communication and presentation skills, capable of engaging C‑suite executives and technical teams alike.
- Experience handling escalations—both internal and external—while maintaining a calm, solution‑oriented approach.
- Demonstrated ability to translate customer pain points into actionable product or service requirements.
- Understanding of recurring revenue models, renewal processes, and the metrics that drive customer value.
- Remote work capability from Chicago, IL, with a reliable internet connection and a professional home office setup.