Senior Enterprise Customer Success Manager – Driving Growth, Retention, and Strategic Partnerships for brighthush’s Enterprise Architecture Platform

About brighthush

brighthush is a global leader in enterprise architecture solutions, empowering large organizations to navigate complex digital transformations with confidence. Our flagship platform, ABACUS, is trusted by Fortune 500 companies, government agencies, and leading technology firms to map, analyze, and govern their enterprise architecture, application portfolios, and emerging AI governance initiatives. With a presence in the UK, US, and Australia, brighthush is at the forefront of helping businesses align strategy, technology, and operations in an ever‑evolving landscape.

We thrive on curiosity, collaboration, and a relentless focus on delivering measurable value to our customers. Our culture is built on shared ownership, continuous learning, and the belief that every team member can shape the future of enterprise architecture. If you’re passionate about technology, strategy, and building lasting relationships, brighthush offers the platform and the people to help you grow.

About the Role

As a Senior Enterprise Customer Success Manager at brighthush, you will be the trusted advisor for a portfolio of high‑value enterprise customers. Your mission is to ensure that each client not only retains their investment in ABACUS but also expands it, unlocking new opportunities for digital transformation and governance. You will blend strategic account management, commercial acumen, and hands‑on execution to drive customer success at every level—from day‑to‑day users to C‑suite executives.

In this role, you will:

• Own a portfolio of 30–45 enterprise customers, each contributing between $1.5M and $2.5M in annual recurring revenue.
• Build and execute success plans that align with each customer’s business priorities and deliver measurable outcomes.
• Develop multi‑threaded relationships across the organization, from technical teams to senior leadership.
• Translate complex technical use cases into clear business value propositions.
• Identify risks early and design proactive mitigation strategies.
• Spot and nurture expansion opportunities, turning existing relationships into new revenue streams.
• Lead renewals and growth negotiations to close deals and secure long‑term commitments.
• Maintain rigorous forecasting, clear next steps, and disciplined Salesforce data hygiene.
• Collaborate closely with Consulting, Product, Support, and Sales to deliver seamless customer experiences.
• Travel regularly to meet customers face‑to‑face, building trust and deepening relationships.
• Support enterprise procurement processes, including tenders, RFIs, RFPs, and single‑source justifications.

Essential Qualifications

• Minimum of 5 years’ experience managing a book of enterprise customers in Customer Success, Account Management, or a related role.
• Proven track record of owning both retention and expansion, consistently meeting or exceeding personal commercial targets.
• Experience managing complex enterprise accounts with multiple stakeholders, including executives.
• Exceptional discovery skills—able to uncover customer pain points and translate them into tangible business outcomes.
• Strong negotiation skills and commercial judgment, with a history of closing deals that align with both customer and company goals.
• Excellent organizational, forecasting, and portfolio management abilities.
• Clear, concise written and verbal communication, capable of tailoring messages to technical and non‑technical audiences.
• Rapid learning curve—able to grasp complex products and use cases quickly.

Preferred Qualifications

• Background in complex B2B SaaS or enterprise software environments.
• Experience in enterprise architecture, digital transformation, governance, or related technology domains.
• Track record of building a robust expansion pipeline within existing customer bases.
• Collaborative experience working alongside professional services or consulting teams.
• Advanced Salesforce proficiency and disciplined forecasting practices.
• Evidence of leadership beyond your own accounts—mentoring peers, improving processes, or spearheading team initiatives.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer initiatives with long‑term business goals.
• Customer‑Centric Mindset: Passion for delivering exceptional value and building lasting relationships.
• Commercial Acumen: Strong understanding of revenue drivers, pricing models, and ROI calculations.
• Communication: Articulate complex ideas in simple terms for diverse audiences.
• Problem‑Solving: Proactive identification of challenges and creative solutions.
• Collaboration: Works seamlessly with cross‑functional teams—Sales, Product, Consulting, and Support.
• Adaptability: Thrives in a fast‑moving environment where products, processes, and priorities evolve.
• Data‑Driven Decision Making: Uses metrics and analytics to inform strategy and measure success.

Career Growth & Development

At brighthush, high performers are rewarded with opportunities to broaden their impact. As you demonstrate mastery of your portfolio, you can:

• Take on larger, more strategic accounts or multi‑region portfolios.
• Lead cross‑functional initiatives—such as product feedback loops, customer advisory boards, or industry research projects.
• Mentor junior Customer Success Managers, sharing best practices and fostering a culture of continuous improvement.
• Progress into people‑leadership roles, overseeing teams of Customer Success professionals and shaping the future of our customer experience strategy.

Work Environment & Culture

brighthush values ownership, transparency, and collaboration. Even though this is a remote role, we emphasize in‑person engagement:

• Regular travel across the Americas to meet customers face‑to‑face and immerse yourself in their environments.
• Open, flat communication channels—your ideas and insights directly influence product direction and customer strategy.
• Flexible work arrangements—work from anywhere within the US while maintaining a healthy work‑life balance.
• A culture that celebrates learning—ongoing training, certifications, and knowledge sharing are integral to our success.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and industry benchmarks.
• Performance‑based commission and bonus structure tied to retention, expansion, and renewal targets.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company matching after six months of employment.
• Life and short‑term disability insurance.
• Health Savings Account (HSA) options.
• 20 days of paid time off (PTO) annually, with encouragement to use them fully.
• One day of birthday leave per year.
• 10 days of paid sick leave.
• Enhanced paid parental leave.
• Professional development budget for conferences, courses, and certifications.

How to Apply

If you’re ready to take your career to the next level, join a team that values innovation, collaboration, and customer success. Submit your application through our careers portal and let’s explore how you can help brighthush’s customers unlock the full potential of their enterprise architecture.