Senior Enterprise Customer Success Manager – Global SaaS Adoption, Retention, and Revenue Expansion Champion & Strategic Partner for Fortune 100+ Clients at brighthush

About brighthush

brighthush is more than a SaaS platform – it’s a movement that places authentic human insight at the core of product development, marketing, and customer experience. With a worldwide network of over 3,000 participants, AI‑powered analytics, and a suite of consulting services, we help organizations move beyond guesswork and build products that truly resonate with their users. Our clients span fast‑growing startups to Fortune 100 enterprises, all of whom rely on brighthush to align stakeholders, validate assumptions, and accelerate time‑to‑market.

We’re not just a tool; we’re a partner that empowers product teams, marketers, and CX leaders to weave genuine human perspectives into every stage of the development lifecycle – from ideation to launch. Our mission is simple: build experiences people love, together.

Why This Role Matters

In the fast‑evolving world of SaaS, the difference between a satisfied customer and a loyal advocate lies in the quality of the relationship. As a Senior Enterprise Customer Success Manager at brighthush, you will be the linchpin that transforms strategic intent into tangible outcomes for our most valuable clients. Your influence will shape product strategy, drive adoption, and secure long‑term success for both the client and our organization.

Key Responsibilities

• Strategic Partnership & Advisory: Build deep, consultative relationships with C‑suite executives, product leads, and CX directors. Translate their business objectives into actionable success plans that align with brighthush’s capabilities.
• Customer Adoption & Expansion: Design and execute adoption roadmaps that include onboarding, training, and enablement. Identify cross‑functional use cases across marketing, design, CX, and digital teams to drive expansion revenue.
• Voice of the Customer & Advocacy: Act as the client’s champion within brighthush. Capture insights, surface pain points, and translate them into product roadmap priorities. Cultivate internal champions for case studies, references, and community building.
• Health Monitoring & Retention: Leverage customer health dashboards, usage metrics, and qualitative feedback to proactively address risks. Own renewal conversations, ensuring a smooth, value‑driven renewal process that reinforces long‑term partnership.
• Cross‑Functional Collaboration: Partner closely with Sales, Product, Engineering, and Support to create a unified account strategy. Facilitate joint workshops, product demos, and feedback loops that deliver measurable impact.
• Thought Leadership & Knowledge Sharing: Represent brighthush at industry events, webinars, and internal knowledge sessions. Share best practices, success stories, and emerging trends with both clients and internal teams.
• Data‑Driven Decision Making: Own the data that informs success metrics. Build dashboards, run cohort analyses, and present insights that drive continuous improvement.

Essential Qualifications

• 5–7 years of proven experience in Customer Success, Enterprise Account Management, or a related SaaS role, with a track record of managing large, complex accounts.
• Deep understanding of SaaS business models, subscription economics, and customer success frameworks such as the Customer Success Maturity Model.
• Exceptional communication and storytelling skills – able to translate data into compelling narratives for both technical and non‑technical audiences.
• Demonstrated success in driving adoption, retention, and revenue growth, with quantifiable results (e.g., NPS improvement, churn reduction, upsell revenue).
• Proficiency with customer success platforms (brighthush) and analytics tools (brighthush, brighthush, brighthush).
• Comfortable working in a fast‑paced, dynamic environment with a customer‑first mindset and a passion for continuous improvement.

Preferred Qualifications

• Experience managing relationships with Fortune 100+ enterprises, including navigating complex procurement and governance processes.
• Background in product management, UX research, or design thinking – able to bridge the gap between user insights and product strategy.
• Data‑driven mindset with the ability to translate metrics into actionable insights and influence cross‑functional teams.
• Fluency in multiple languages is a bonus, enabling deeper engagement with global clients.

Core Skills & Competencies

• Strategic Thinking & Execution – able to see the big picture while managing day‑to‑day details.
• Relationship Management & Influence – build trust with stakeholders at all levels.
• Analytical & Data‑Driven Decision Making – turn data into clear, actionable recommendations.
• Project & Program Management – manage multiple initiatives simultaneously with strong organizational skills.
• Customer Advocacy & Evangelism – inspire clients to become ambassadors for brighthush.
• Cross‑Functional Collaboration – work seamlessly with Sales, Product, Engineering, and Support.
• Change Management & Enablement – guide clients through transformation journeys.

Career Growth & Learning Opportunities

At brighthush, your growth is a shared journey. As a Senior Enterprise Customer Success Manager, you will:

• Lead high‑impact initiatives that shape the future of customer experience and product strategy.
• Mentor junior team members, fostering a culture of learning and excellence.
• Participate in cross‑functional projects that influence product roadmap, marketing campaigns, and sales enablement.
• Access continuous learning through internal workshops, industry conferences, and a generous learning stipend.
• Advance into leadership roles such as Director of Customer Success, VP of Customer Experience, or Head of Enterprise Success.

Work Environment & Culture

brighthush thrives on empathy, curiosity, and collaboration. Our culture is defined by:

• Inclusive decision‑making that values diverse perspectives and encourages open dialogue.
• Transparent communication across all levels, from the executive suite to the front‑line team.
• Work‑life balance with flexible schedules, remote‑first options, and a focus on well‑being.
• Regular team‑building events, hackathons, and community service initiatives that strengthen bonds.
• A commitment to continuous improvement, experimentation, and learning from both successes and failures.

Compensation & Benefits

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

• Base salary aligned with market rates for senior SaaS customer success leaders.
• Performance‑based bonuses tied to customer health, adoption, and revenue metrics.
• Equity or stock‑option plans that allow you to share in the company’s success.
• Comprehensive health, dental, and vision insurance for you and your family.
• 401(k) matching and retirement planning resources.
• Generous paid time off, parental leave, and flexible vacation policies.
• Wellness programs, mental‑health support, and on‑site fitness memberships.
• Professional development budget, tuition reimbursement, and access to industry certifications.

How to Apply

• Initial conversation with a recruiter to discuss your background and the role.
• Interview with the hiring manager and key stakeholders to assess fit and expertise.
• Participation in a skill assessment and a stakeholder interview to evaluate problem‑solving and communication.
• Receive an offer and onboard with our comprehensive orientation program.

Diversity & Inclusion Commitment

brighthush is committed to providing inclusive and accessible experiences for all candidates. If you require accommodations during the interview process, please let us know. We celebrate diversity and encourage applicants from all backgrounds, experiences, and perspectives to apply.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer. Women, minorities, individuals with disabilities, and protected veterans are encouraged to apply. We consider qualified applicants with criminal histories in a manner consistent with applicable fair‑chance ordinances.

Ready to Join the brighthush Family?

If you’re excited about the opportunity to shape customer success at a leading SaaS company and help organizations create experiences people love, we’d love to hear from you. Click the link below to submit your application and become part of a mission‑driven team that is changing how the world builds products and experiences.