Senior Enterprise Customer Success Manager – Global Growth Champion, Retention Strategist, and Innovation Partner for Enterprise Clients & Strategic Alliances at brighthush

About brighthush

brighthush is a pioneering global communication platform that empowers millions of users to connect safely, intelligently, and efficiently. With a presence in over 190 countries and a monthly active user base exceeding 500 million, brighthush has become the trusted name in call identification, spam protection, and secure messaging. Our mission is simple yet powerful: to build trust in every conversation by making communication safer, smarter, and more efficient.

Founded in Sweden and now operating with a diverse team of more than 400 professionals from 45+ nationalities, brighthush thrives on curiosity, collaboration, and a relentless pursuit of better solutions. We enable businesses to harness the full potential of our platform, giving them the tools to control brand presence, increase call efficiency, and elevate customer engagement through context‑rich, trusted communication. Our technology stack is built on cutting‑edge AI, real‑time analytics, and secure cloud infrastructure, allowing us to deliver instant insights and proactive protection to our enterprise partners.

Why Join brighthush?

• Impact: Work with a platform that touches the daily lives of millions, shaping how people communicate worldwide.
• Innovation: Be part of a culture that turns bold ideas into real actions, backed by data‑driven insights and a rapid‑iteration mindset.
• Growth: Accelerate your career in a high‑velocity environment that rewards initiative, ownership, and continuous learning.
• Diversity & Inclusion: Thrive in a workplace that celebrates diverse backgrounds, perspectives, and experiences.
• Global Reach: Collaborate with enterprise clients across continents, industries, and market segments.
• Recognition: Earn visibility through internal awards, public speaking opportunities, and industry conference invitations.

Role Overview

As a Senior Enterprise Customer Success Manager at brighthush, you will be the linchpin in building a scalable, velocity‑driven customer success function within the Enterprise Solutions Business Unit. Your focus will be on nurturing long‑term relationships with large enterprise customers, ensuring they derive maximum value from brighthush’s suite of products, and driving revenue growth through upsells and cross‑sell opportunities. You will act as a trusted advisor, strategic partner, and operational champion for our most valuable accounts.

In this role, you will blend deep industry knowledge with a consultative mindset, translating complex business challenges into actionable, technology‑driven solutions. You will collaborate closely with Sales, Product, Engineering, and Marketing to align customer goals with product roadmaps, ensuring a seamless journey from onboarding to expansion.

Key Responsibilities

• Customer Relationship Management – Build and sustain deep, trusted relationships with key stakeholders in enterprise accounts, from C‑suite executives to technical leads.
  • Develop a stakeholder map for each account and maintain a pulse on executive priorities.
  • Act as the primary point of contact for escalations and strategic discussions.
  • Facilitate quarterly executive briefings to align on business outcomes and strategic direction.
• Seamless Onboarding – Lead the end‑to‑end onboarding process for new enterprise clients, ensuring compliance with internal standards and a frictionless experience.
  • Coordinate cross‑functional kickoff meetings with Sales, Product, and Engineering.
  • Deliver tailored training sessions and create adoption playbooks.
  • Establish a clear success plan with measurable milestones and ownership.
• Value Realization & Retention – Monitor product adoption, identify gaps, and collaborate with product and engineering teams to deliver tailored solutions that drive measurable business outcomes.
  • Track usage metrics, churn indicators, and NPS scores.
  • Recommend feature enhancements or integrations that align with client goals.
  • Conduct quarterly business reviews to showcase ROI and future value.
• Product Feedback Loop – Act as the voice of the customer, capturing insights and translating them into actionable product enhancements.
  • Lead quarterly product review meetings with the product roadmap team.
  • Document use‑case scenarios and prioritize them in the backlog.
  • Champion customer stories in internal communications and marketing collateral.
• Revenue Expansion – Partner with Sales to uncover upsell and cross‑sell opportunities, co‑creating proposals that align with client objectives.
  • Identify expansion windows based on usage patterns and business milestones.
  • Collaborate on pricing strategies and contract negotiations.
  • Track expansion pipeline health and forecast revenue impact.
• Churn Prevention – Proactively identify at‑risk accounts, develop mitigation plans, and execute retention strategies that keep churn low.
  • Implement health‑score dashboards and trigger alerts for early intervention.
  • Design retention playbooks and conduct win‑back campaigns.
  • Analyze churn data to uncover root causes and recommend systemic improvements.
• Joint Business Reviews – Conduct quarterly business reviews (QBRs) with enterprise clients, presenting performance metrics, success stories, and future roadmaps.
  • Prepare data‑rich presentations that showcase ROI and strategic value.
  • Facilitate forward‑looking discussions on upcoming features and industry trends.
  • Document action items and ensure timely follow‑up.
• Operational Excellence – Track and report on key success metrics (NPS, churn, renewal rates, revenue growth), ensuring alignment with company goals.
  • Automate reporting pipelines and dashboards for real‑time insights.
  • Lead process improvement initiatives to reduce manual effort and increase scalability.
  • Champion a culture of data‑driven decision making across the CS organization.
• Stakeholder Mapping – Identify and engage with all relevant decision‑makers, influencers, and power users within client organizations to deepen account penetration.
  • Develop a stakeholder engagement plan and track interactions.
  • Leverage internal champions to advocate for new initiatives.
  • Build a network of advocates that can influence adoption across the client’s ecosystem.
• Automation & Process Optimization – Leverage automation tools to streamline the customer success lifecycle, improve efficiency, and scale impact.
  • Implement workflow automations in brighthush, brighthush, or brighthush.
  • Continuously evaluate new tools that can enhance the CS experience.
  • Document best practices and share them across the CS community.

Essential Qualifications

• 8+ years of professional experience in customer success, account management, or related roles.
• Minimum 3 years of proven success in a high‑velocity customer success environment.
• 3+ years of experience managing global enterprise clients across diverse industries.
• Strong background in SaaS or software product domains, with a consultative approach to onboarding and adoption.
• Exceptional communication, negotiation, and presentation skills in English; Arabic fluency is a must.
• Demonstrated ability to understand complex business models and translate them into actionable use cases.
• Proficiency with CRM systems (e.g., brighthush) and customer success platforms (e.g., brighthush, brighthush).
• Excellent organizational skills, meticulous attention to detail, and the capacity to prioritize in a dynamic environment.
• Analytical mindset with a track record of driving process improvements and operational excellence.

Preferred Qualifications

• Experience in technology‑driven business models and mobile/communication platform technologies.
• Background in managing multi‑national teams or clients with varied cultural contexts.
• Familiarity with data analytics tools and dashboards for performance tracking.
• Experience leading cross‑functional initiatives that span sales, product, engineering, and marketing.
• Knowledge of compliance and regulatory frameworks relevant to global communications.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day execution.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and measurable value.
• Collaboration & Influence – Skilled at building consensus across internal teams and external partners.
• Data‑Driven Decision Making – Comfortable using metrics and analytics to inform strategy and action.
• Adaptability – Thrive in a fast‑paced, evolving environment with shifting priorities.
• Leadership – Mentor junior team members, share best practices, and champion continuous improvement.
• Problem Solving – Quickly diagnose issues, propose solutions, and implement fixes with minimal disruption.
• Communication Excellence – Articulate complex ideas clearly to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product portfolio. As a Senior Enterprise Customer Success Manager, you will:

• Lead high‑impact projects that shape the future of enterprise customer success.
• Mentor and coach junior CS professionals, building a high‑performing team.
• Collaborate with product, engineering, and sales leaders to influence roadmap decisions.
• Participate in global leadership forums, industry conferences, and innovation workshops.
• Access continuous learning resources, including certifications, training programs, and mentorship.
• Earn recognition through our internal awards program and public speaking opportunities.
• Explore lateral moves into product management, sales engineering, or global strategy roles.
• Contribute to thought leadership pieces, white papers, and case studies that showcase brighthush’s impact.

Work Environment & Culture

brighthush fosters a culture of transparency, curiosity, and empowerment. Our remote‑first model, combined with flexible work hours, ensures you can balance professional growth with personal well‑being. We celebrate diversity, encourage cross‑functional collaboration, and reward bold ideas that drive tangible results. Our core values—customer obsession, data‑driven thinking, and continuous improvement—guide every decision and interaction.

Team members enjoy a collaborative atmosphere where ideas are challenged, feedback is constructive, and success is celebrated collectively. Regular virtual town halls, hackathons, and cross‑team learning sessions keep the energy high and the learning curve steep.

Compensation & Benefits

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

• Base salary commensurate with market standards.
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