Senior Enterprise Customer Success Manager – Driving Strategic Account Growth, Expansion, and Customer Advocacy at brighthush

About brighthush

brighthush is a trailblazer in professional services technology, redefining how legal and accounting professionals operate in the digital age. By seamlessly integrating secure practice‑management platforms, intelligent document automation, and friction‑less payment processing, we empower more than 10,000 firms worldwide to focus on what truly matters: their clients, their expertise, and the impact they create. Our mission is simple yet powerful—enable every professional to work smarter, not harder—and we achieve this through deep industry insight, relentless innovation, and a customer‑first mindset.

Why brighthush?

At brighthush, we cultivate a culture built on four core values that shape every interaction, decision, and initiative:

• We succeed together. Collaboration is at the heart of everything we do, from cross‑functional teams to client partnerships.
• We embrace progress. Continuous improvement, experimentation, and learning drive our product roadmap and our people’s growth.
• We care big. We treat every client, colleague, and stakeholder with empathy, respect, and a genuine desire to help them thrive.
• We create space. Flexibility, autonomy, and a supportive environment allow our team members to innovate and excel.

As a global leader in professional services technology, brighthush offers a dynamic, fast‑paced environment where your ideas can shape the future of the industry. Whether you’re a seasoned customer success veteran or a rising star, you’ll find opportunities to grow, learn, and make a lasting impact.

Role Overview

We are seeking a Senior Enterprise Customer Success Manager who will own and nurture relationships with our largest, most complex accounts. In this role, you will act as a trusted advisor to executive stakeholders, driving customer retention, expansion, and product adoption while ensuring that each client realizes maximum value from their brighthush investment.

Working closely with Sales, Product, Support, and Professional Services, you will orchestrate a seamless customer journey—from onboarding to renewal—while championing the voice of the customer within brighthush. Your strategic insight and consultative approach will help shape product enhancements, influence roadmap priorities, and ultimately secure long‑term partnership success.

What You’ll Do

As the linchpin between our clients and brighthush’s internal teams, you will:

• Build and maintain deep, trust‑based relationships with C‑suite executives and key decision makers across multiple practice areas.
• Lead Executive Business Reviews (EBRs) that highlight ROI, uncover growth opportunities, and align on future objectives.
• Own the renewal process—ensuring high renewal rates through proactive risk mitigation and value reinforcement.
• Identify and execute expansion opportunities—collaborating with Sales to close upsell and cross‑sell deals that meet quarterly revenue targets.
• Champion customer advocacy—cultivating brand ambassadors, gathering testimonials, and facilitating case studies that showcase client success stories.
• Partner with Product, Engineering, Support, and Professional Services to resolve issues, prioritize feature requests, and deliver on commitments.
• Maintain operational excellence—accurate account plans, health scores, and usage analytics; leveraging tools such as Salesforce, Gainsight, and Pendo to drive data‑driven decisions.
• Represent brighthush externally—speaking at industry events, webinars, and user groups to position the brand as a trusted thought leader.
• Mentor and coach junior team members—sharing best practices and fostering a culture of continuous learning.

Key Responsibilities

• Strategic Customer Relationship Management – Build and maintain deep, trust‑based relationships with C‑suite executives and key decision makers across multiple practice areas.
• Executive Business Reviews & Value Realization – Lead quarterly business reviews that highlight ROI, uncover growth opportunities, and align on future objectives.
• Retention & Renewal Management – Own the renewal process, ensuring high renewal rates through proactive risk mitigation and value reinforcement.
• Expansion & Growth – Identify upsell and cross‑sell opportunities, collaborate with Sales to close expansion deals, and achieve quarterly expansion revenue targets.
• Customer Advocacy – Cultivate brand ambassadors, gather testimonials, and facilitate case studies that showcase client success stories.
• Cross‑Functional Leadership – Partner with Product, Engineering, Support, and Professional Services to resolve issues, prioritize feature requests, and deliver on commitments.
• Operational Excellence – Maintain accurate account plans, health scores, and usage analytics; leverage tools such as Salesforce, Gainsight, and Pendo to drive data‑driven decisions.
• Thought Leadership – Represent brighthush at industry events, webinars, and user groups, positioning the brand as a trusted thought leader in legal and accounting technology.

Essential Qualifications

• 5+ years of experience in Customer Success, Strategic Account Management, or Enterprise Account Management within a SaaS environment.
• Proven track record of managing enterprise accounts with executive‑level stakeholders, delivering measurable retention and expansion results.
• Strong consultative selling skills, with the ability to translate complex business challenges into actionable solutions.
• Exceptional communication, presentation, and negotiation abilities—comfortable speaking to board members, CFOs, and CIOs.
• Experience with CRM and CS tools such as Salesforce, Gainsight, Salesloft, Pendo, and data visualization platforms like DOMO.
• Demonstrated ability to manage multiple high‑priority initiatives simultaneously while maintaining a focus on customer outcomes.

Preferred Qualifications

• Background in legal technology, practice management, document automation, payment processing, or professional services software.
• Experience supporting legacy or heritage software platforms and guiding customers through migration or digital transformation initiatives.
• Familiarity with law firms, accounting firms, or other professional services organizations, and an understanding of their unique operational challenges.
• Experience with SaaS adoption programs, change management, and user training at scale.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture, anticipate market trends, and align customer goals with brighthush’s product roadmap.
• Relationship Management – Proven skill in building rapport, influencing stakeholders, and fostering long‑term partnerships.
• Data‑Driven Decision Making – Comfortable analyzing usage metrics, health scores, and financial data to inform strategy.
• Project Management – Strong organizational skills to manage cross‑functional initiatives, timelines, and deliverables.
• Adaptability – Thrive in a fast‑moving environment, quickly pivoting to address evolving customer needs.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and turning challenges into opportunities.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Mentorship from senior leaders who have built successful careers in SaaS and professional services technology.
• Regular training on product updates, industry trends, and advanced customer success methodologies.
• Opportunities to lead cross‑functional initiatives, product launches, and global customer programs.
• Clear career pathways to roles such as Director of Customer Success, VP of Enterprise Success, or Head of Strategic Partnerships.

Work Environment & Culture

brighthush is a hybrid workplace that values flexibility, collaboration, and innovation. Our teams work across time zones, leveraging digital collaboration tools to stay connected. We celebrate diversity, encourage open dialogue, and reward creativity. Whether you’re in the office or working remotely, you’ll find a supportive community that values work‑life balance and personal growth.

Compensation & Benefits

We offer a competitive base salary ranging from $90,000 to $100,000, with additional performance‑based incentives such as commissions and bonuses. Our comprehensive benefits package includes:

• Flexible Paid Time Off (PTO) and paid sick days.
• Health, dental, vision, and supplemental insurance plans.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) plan with company match.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.

We are an Equal Opportunity Employer and celebrate a culture of inclusion, belonging, and respect.

How to Apply

Ready to take your career to the next level and help shape the future of professional services technology? Apply now to join brighthush and become a key driver of customer success and growth.