Senior Enterprise Customer Success Manager – Global IT Solutions & SaaS Adoption – Boston Remote

About brighthush and the Future of Enterprise IT

brighthush is a trailblazer in the enterprise technology arena, delivering cutting‑edge solutions that empower organizations to simplify IT operations, fortify cybersecurity, and accelerate AI readiness. With a portfolio that spans data governance, platform modernization, and advanced security, brighthush serves more than 45,000 customers worldwide, including 90 % of Fortune 500 companies. Our mission is to help businesses unlock their full potential by turning complex IT challenges into strategic advantages.

As the world moves faster toward cloud‑native, AI‑driven infrastructures, the demand for skilled customer success leaders who can guide large enterprises through this transformation has never been higher. At brighthush, we are committed to building an inclusive, growth‑oriented culture where every team member can thrive, innovate, and make a tangible impact on our customers’ success.

Position Overview

We are seeking a seasoned Enterprise Customer Success Manager to join our Boston‑remote team. In this role, you will be the trusted advisor for our most complex, high‑value accounts, ensuring they realize maximum value from brighthush’s suite of solutions. You will own the entire customer lifecycle—from deployment and adoption through value realization and renewal—while driving engagement, adoption, and satisfaction. Your strategic vision and operational excellence will directly influence customer retention, expansion, and the overall health of our portfolio.

Key Responsibilities

• Account Ownership & Engagement: Proactively manage a portfolio of named accounts, maintaining continuous engagement and ensuring customer satisfaction throughout the entire lifecycle.
• Relationship Building: Establish and nurture relationships with key stakeholders at all levels, conducting regular check‑ins to understand evolving needs and address concerns promptly.
• Strategic Success Planning: Develop and maintain detailed Success Plans that align with customer‑defined business outcomes and value milestones.
• Joint Success Roadmaps: Partner with customers to co‑create success roadmaps, ensuring a deep understanding of their business objectives and how brighthush’s technology can accelerate them.
• Data‑Driven Value Demonstration: Monitor customer analytics and KPIs to reinforce the value of the solution, identify improvement opportunities, and optimize usage.
• Executive Business Reviews (EBRs): Facilitate EBRs in collaboration with Account Management, using Success Plans and business cases to showcase impact, value delivered, and growth opportunities.
• Cross‑Sell & Upsell Enablement: Identify and champion cross‑sell and upsell opportunities, delivering an outstanding customer experience that supports our brand promise.
• Risk & Opportunity Management: Actively track engagement signals and sentiment, logging risks and opportunities in the CRM and triggering internal playbooks as needed.
• Cross‑Functional Collaboration: Work closely with Sales, Support, Product, Renewals, and Professional Services to ensure seamless continuity and strategic alignment.
• Escalation Management: Serve as the escalation point for high‑impact issues, coordinating with relevant teams to achieve rapid resolution.
• Process Improvement: Collaborate with the broader CSM team to implement scalable programs and process enhancements that drive efficiency and elevate the customer experience.

Essential Qualifications

• Minimum 3 years of experience in a customer success role focused on driving adoption, retention, and product/service success.
• Minimum 3 years of experience managing enterprise accounts within platform management and security solutions, with a proven track record of growth, adoption, and retention at both business owner and senior executive levels.
• Exceptional organizational skills, with the ability to set milestones, maintain Success Plans, and keep projects on track.
• Proficiency in handling internal and external escalations, turning challenges into opportunities for improvement.
• Strong communication and relationship‑building skills, comfortable facilitating change and driving success with customers.
• Experience leading and adopting change initiatives, both internally and externally.
• Ability to translate customer needs into actionable business or solution requirements.
• Demonstrated success as a trusted advisor to senior executives in large organizations, with a history of building effective success plans.
• Understanding of value realization metrics and recurring revenue sales models; experience with renewal processes is a plus.
• Must be able to work remotely from Boston, MA, USA.

Preferred Qualifications & What Makes You Stand Out

• Experience leading transformational customer success projects, especially during product shifts from on‑premise to SaaS.
• Background in B2B software customer success, with a deep understanding of enterprise buying cycles.
• Proficiency with customer success platforms such as Gainsight or Totango, and CRM systems like Salesforce.
• Experience leveraging AI tools and prompting techniques to streamline processes and enhance customer insights.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Analytical Acumen: Strong data literacy to interpret usage metrics and translate them into actionable insights.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and building long‑term partnerships.
• Influence & Negotiation: Skilled at influencing stakeholders and negotiating renewal terms that benefit both parties.
• Project Management: Proven ability to manage multiple initiatives simultaneously while meeting deadlines.
• Adaptability: Comfortable navigating ambiguity and driving change in a fast‑paced environment.
• Team Collaboration: Strong collaborator who thrives in cross‑functional teams.

Career Growth & Learning Opportunities

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

• Comprehensive learning platforms covering technical, product, and soft‑skill development.
• Mentorship programs pairing you with senior leaders across the organization.
• Leadership training tracks designed to prepare high‑potential employees for future managerial roles.
• Regular knowledge‑sharing sessions and hackathons that encourage innovation.
• Opportunities to contribute to product strategy and roadmap discussions.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative culture where every voice matters. Our remote‑first approach gives you the flexibility to work from anywhere while staying connected through:

• Weekly virtual town halls and team‑building events.
• Open‑door communication channels with leadership.
• Employee Resource Groups that celebrate diversity and promote belonging.
• Regular feedback loops and performance reviews that focus on growth.

Compensation & Benefits

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

• Base salary commensurate with market rates and experience.
• Annual performance bonuses tied to individual and company goals.
• Comprehensive health, dental, and vision coverage for you and your family.
• 401(k) plan with company match to support your long‑term financial goals.
• Flexible paid time off (PTO) and holiday schedule.
• Wellness stipend covering gym memberships, mental health resources, and more.
• Remote work stipend to help set up an optimal home office.
• Generous parental leave policy for new parents.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping the future of enterprise IT. You’ll:

• Work with cutting‑edge technology that powers the world’s most influential organizations.
• Collaborate with a diverse, global team of innovators who are passionate about solving complex problems.
• Enjoy a culture that values work‑life balance, continuous learning, and personal growth.
• Be recognized for your contributions through performance awards and career advancement opportunities.
• Help customers achieve measurable business outcomes, driving real change in their organizations.

Ready to Make an Impact?

If you are a proactive, customer‑focused leader with a passion for technology and a track record of driving adoption and retention, we want to hear from you. Join brighthush and help shape the future of enterprise IT while advancing your own career.

Apply now and become a key driver of success for our most valued customers.

How to Apply

Visit the brighthush Careers portal to submit your application and learn more about our culture, benefits, and the exciting opportunities that await.