Senior Enterprise Customer Success Manager – Global SaaS Adoption & Expansion Champion, Strategic Partnership Lead for Enterprise Clients at brighthush (Remote, Worldwide Impact)

Welcome to brighthush – Where Enterprise Success Meets Innovation

In today’s hyper‑connected marketplace, digital transformation is no longer a luxury – it’s a survival imperative. At brighthush, we empower enterprises across finance, healthcare, logistics, manufacturing, and beyond to harness the full potential of cloud‑native SaaS. Our platform turns complex, data‑rich ecosystems into intuitive, high‑impact tools that drive measurable business outcomes. By marrying cutting‑edge technology with a people‑first mindset, we ensure every product iteration, support interaction, and partnership is guided by the same principle: deliver real value to our customers, and the rest will follow.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we believe that the best results come from people who are challenged, supported, and celebrated. Here’s why top talent chooses to grow with us:

• Impact at Scale: Your work will shape the success of thousands of customers worldwide, influencing how they adopt, expand, and derive value from our platform.
• Career Growth: We invest heavily in professional development – mentorship programs, leadership training, and cross‑functional projects that accelerate your trajectory.
• Inclusive Culture: Diversity, equity, and inclusion are not buzzwords at brighthush; they’re the foundation of our decision‑making and everyday interactions.
• Competitive Compensation: Base salary, performance bonuses, equity, and a comprehensive benefits package that covers health, dental, vision, and wellness.
• Work‑Life Harmony: Flexible remote options, generous PTO, and a results‑oriented approach that respects your personal commitments.

Role Overview

As a Senior Enterprise Customer Success Manager at brighthush, you will be the trusted partner for a portfolio of high‑value B2B SaaS customers. Your mission is to ensure that each client not only adopts our platform but also realizes tangible business outcomes, leading to renewals, expansions, and advocacy. You’ll collaborate closely with solutions engineers, product, support, and account executives to translate customer goals into actionable success plans, drive adoption, and proactively mitigate risks.

What You’ll Do

Your day‑to‑day responsibilities will blend strategic thinking, data analysis, and hands‑on execution. You’ll own the full customer lifecycle – from onboarding to expansion – while building deep, trust‑based relationships with key stakeholders. Your influence will extend beyond individual accounts to shape product roadmaps, service delivery models, and the overall customer experience at brighthush.

Key Responsibilities

• Portfolio Management: Own a diversified set of enterprise customers across onboarding, adoption, renewal, and expansion stages, ensuring each account receives personalized attention and strategic guidance.
• Success Planning: Craft detailed success plans that outline business outcomes, milestones, stakeholder responsibilities, and usage targets, aligning them with the customer’s strategic objectives.
• Quarterly Business Reviews (QBRs): Lead data‑driven QBRs using product telemetry, CRM insights, and health metrics to showcase value, uncover growth opportunities, and reinforce partnership.
• Health Monitoring: Continuously track adoption signals and retention indicators via internal analytics dashboards and customer health scoring, providing early warnings and actionable insights.
• Technical Collaboration: Partner with solutions engineering and support to troubleshoot integrations, APIs, identity & access management, and data workflows, ensuring seamless technical experiences.
• Renewal & Expansion Strategy: Identify upsell and cross‑sell opportunities, coordinate account strategy with account executives, and forecast renewal revenue to drive business growth.
• Data Stewardship: Maintain accurate CRM records, document risks, and communicate action plans to internal stakeholders, ensuring data integrity and transparency.
• Thought Leadership: Serve as a subject‑matter expert on industry trends, best practices, and emerging technologies that influence customer success and shape our roadmap.
• Customer Advocacy: Build and nurture relationships with key decision makers, champion customer needs within the organization, and create case studies that highlight success stories.
• Process Improvement: Continuously evaluate and refine customer success processes, tools, and playbooks to increase efficiency and scalability.
• Cross‑Functional Alignment: Act as the bridge between customer insights and product development, ensuring that user feedback informs roadmap decisions.
• Risk Management: Identify early warning signs of churn, develop mitigation plans, and execute proactive outreach to at‑risk accounts.

Success Metrics & KPIs

Your performance will be measured against a set of clear, data‑driven metrics that reflect both customer health and business impact:

• Customer Net Promoter Score (NPS) improvement by at least 10 points year‑over‑year.
• Renewal rate above 95% for the managed portfolio.
• Expansion revenue growth of 20% or more within the first 12 months.
• Adoption rate increase measured by active user sessions and feature utilization.
• Resolution time for critical incidents reduced to under 24 hours.
• Customer health score improvement by 15% across the portfolio.
• Quarterly business review completion rate of 100% for all key accounts.

Essential Qualifications

• Experience: 3–6 years in customer success, account management, solutions consulting, or a client‑facing role within a B2B SaaS or technology company.
• Proven Track Record: Demonstrated success managing a portfolio of customers, improving adoption rates, and driving renewal or expansion revenue.
• Technical Fluency: Deep understanding of SaaS platforms, APIs, integrations, identity & access management, and data workflows. Ability to communicate effectively with both engineers and business users.
• Tool Proficiency: Hands‑on experience with CRM and customer success systems such as Salesforce, Gainsight, or similar analytics tools.
• Communication Skills: Strong presentation, discovery, negotiation, and written communication abilities. Comfortable engaging executives and technical stakeholders alike.
• Organizational Acumen: Highly organized, analytical, and capable of managing multiple accounts, prioritizing risk, and using data to drive decisions.
• Bonus Skills: Experience with developer tools, cloud infrastructure, cybersecurity, data platforms, or enterprise software. Familiarity with SQL, REST APIs, or product analytics is a plus.

Preferred Qualifications

• Experience leading or mentoring a team of Customer Success Managers.
• Background in consulting or professional services, providing a consultative approach to client engagements.
• Knowledge of industry‑specific regulations (e.g., HIPAA, GDPR, PCI‑DSS) and how they impact SaaS adoption.
• Fluency in multiple languages to support a global customer base.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Relationship Building & Stakeholder Management
• Problem Solving & Technical Troubleshooting
• Project Management & Prioritization
• Adaptability & Continuous Learning
• Influence & Negotiation
• Change Management
• Collaboration & Team Leadership

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Enterprise Customer Success Manager, you’ll have the chance to:

• Progress to Customer Success Leadership roles (Director, VP) by demonstrating impact and leading high‑performing teams.
• Cross‑train in product management, sales, or engineering to broaden your skill set and increase internal mobility.
• Participate in our Leadership Development Program, which includes mentorship, executive coaching, and strategic project assignments.
• Attend industry conferences, webinars, and hackathons to stay ahead of market trends and network with peers.
• Contribute to internal knowledge bases, whitepapers, and case studies that showcase best practices and thought leadership.
• Take ownership of global initiatives that shape the future of customer success at brighthush, influencing product strategy and customer experience.
• Earn certifications in customer success, SaaS metrics, or related fields through our learning budget.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly virtual town halls and monthly all‑hands meetings.
• Cross‑functional “innovation sprints” that bring together product, engineering, and customer success to solve real‑world challenges.
• Regular “pulse” surveys that give you a voice in shaping policies, benefits, and workplace initiatives.
• Community outreach programs, hackathons, and volunteer days that reinforce our commitment to social responsibility.
• Access to a global network of peers, mentors, and industry experts through our internal collaboration platform.
• Flexible work hours that accommodate different time zones and personal commitments.
• Monthly virtual coffee chats and informal “watercooler” channels to foster spontaneous collaboration.

Compensation & Benefits

While specific figures vary by location and experience, our compensation package typically includes:

• Competitive base salary, aligned with industry benchmarks.
• Performance‑based bonuses tied to customer health, renewal rates, and expansion revenue.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, vision, and mental‑health coverage.
• 401(k) matching and retirement planning resources.
• Unlimited paid time off (PTO) and flexible work hours.
• Wellness stipend, gym membership discounts, and access to mindfulness apps.
• Professional development budget for courses, certifications, and conferences.
• Employee referral program with generous rewards.
• Annual tech stipend for home office upgrades.
• Paid parental leave and family‑friendly policies.

How to Apply

If you’re a customer‑first professional with a passion for technology, data, and strategic growth, brighthush invites you to bring your expertise to our dynamic team. Join us in shaping the future of enterprise SaaS, driving customer success at scale, and building a culture where innovation and inclusion thrive.