Senior Enterprise Customer Success Manager – Remote – Leading Adoption, Retention, Expansion & Strategic Growth for brighthush

About brighthush

brighthush is a pioneering SaaS platform that empowers product teams worldwide to weave inclusive accessibility research into every phase of development. Our mission is simple yet ambitious: make digital experiences universally usable by turning raw data into actionable design decisions. From designers and product managers to engineers and researchers, our global community relies on brighthush to keep their products compliant, user‑friendly, and future‑proof. As a fast‑growing startup that has already attracted a worldwide user base, we’re looking for a seasoned Customer Success Manager who can help us scale our impact while ensuring our enterprise clients thrive.

Why This Role Matters

In the accessibility space, success is measured not just by compliance scores but by real, measurable improvements in user experience. As a Senior Enterprise Customer Success Manager, you will be the linchpin that connects brighthush’s technology to the strategic goals of our largest, most complex clients. You’ll own the entire customer journey—from onboarding through renewal—while driving adoption, uncovering expansion opportunities, and ensuring that every stakeholder sees clear business value in our platform. Your work will directly influence our gross and net revenue retention, shape our product roadmap, and help us build a reputation as the go‑to partner for accessibility excellence.

Key Responsibilities

• Own Adoption & Usage – Champion sustained product usage across your portfolio, guiding teams to weave brighthush into their development and research workflows.
• Strategic Success Planning – Build and execute shared success plans with measurable usage goals, business outcomes, milestones, and clear ownership. Translate these plans into actionable enablement that becomes part of everyday accessibility practice.
• Data‑Driven Insight – Proactively analyze usage and engagement data to spot adoption barriers and churn risks. Lead targeted action plans that re‑engage customers, deepen feature adoption, and broaden usage across departments.
• Retention & Renewal Leadership – Own the renewal process from planning through signature, driving gross revenue retention (GRR) and net revenue retention (NRR) targets. Build compelling renewal business cases that tie product usage to customer priorities.
• Expansion & Upsell – Identify expansion opportunities grounded in demonstrated value and customer needs. Partner with Sales to advance upsell and cross‑sell initiatives that align with the client’s strategic roadmap.
• Contract & Procurement Management – Prepare and manage renewal proposals and order forms, coordinating with Legal, Security, Finance, and Sales to navigate contract and procurement requirements.
• Forecast & Risk Management – Maintain accurate renewal forecasts, proactively manage timelines and risks, and lead commercial conversations that protect relationships and deliver sustainable outcomes.
• Executive Relationship Building – Build trusted relationships with senior leaders across accessibility, design, product, UX, engineering, and research. Understand their priorities and connect brighthush’s value to their strategic goals.
• Account Resilience – Cultivate executive sponsorship and relationships beyond a single champion to strengthen account resilience, expand adoption, and secure continued investment.
• Business Reviews & Impact Demonstration – Lead business reviews that showcase customer impact, align stakeholders on progress, and secure clear commitments to address adoption barriers and support renewal.
• Advocacy & Thought Leadership – Develop customer advocates and identify opportunities for references, case studies, and sharing meaningful accessibility outcomes.
• Cross‑Functional Collaboration – Partner with Platform Support, Innovation, Sales, Product, Marketing, and Finance to resolve issues, remove adoption barriers, and deliver a consistent customer experience.
• Process Improvement – Continuously refine Customer Success processes, playbooks, and engagement strategies using lessons from your portfolio to strengthen adoption and retention at scale.

Essential Qualifications

• 4+ years of experience in Customer Success, Account Management, or a similar customer‑facing SaaS role.
• 3+ years of managing enterprise customer relationships, with a proven track record of driving adoption and revenue growth.
• Hands‑on experience supporting renewals, commercial discussions, and cross‑functional deal coordination.
• Proficiency with CRM and CS platforms such as HubSpot, Salesforce, or similar.
• Strong analytical mindset: ability to interpret usage data, identify trends, and translate insights into actionable plans.
• Excellent communication skills—both written and verbal—across all levels of an organization.
• Experience working in a startup or scale‑up environment, comfortable with ambiguity and rapid change.
• Willingness to learn about accessibility and follow inclusive design practices.

Preferred Qualifications

• Experience with AI tools for research, preparation, follow‑ups, analysis, or workflow automation.
• Demonstrated ability to adapt and evolve ways of working with AI to drive new approaches, improve processes, and increase day‑to‑day efficiency.
• Background in accessibility, inclusive design, or related fields.
• Experience in a B2B SaaS environment with a focus on enterprise accounts.
• Knowledge of procurement and contract negotiation processes in large organizations.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer success with business objectives.
• Relationship Management – Proven track record of building and maintaining long‑term relationships with C‑suite and senior stakeholders.
• Project Management – Skilled at coordinating cross‑functional teams to deliver on commitments.
• Data Analysis – Comfortable working with dashboards, metrics, and data to drive decisions.
• Problem Solving – Creative and analytical approach to identifying and removing adoption barriers.
• Adaptability – Thrive in a fast‑paced, evolving environment.
• Customer‑Centric Mindset – Passionate about delivering exceptional value and ensuring customer success.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Enterprise Customer Success Manager, you will:

• Lead high‑impact initiatives that shape the future of accessibility technology.
• Collaborate with product, engineering, and design teams to influence the roadmap.
• Mentor junior Customer Success staff and help build a high‑performing team.
• Participate in leadership forums, industry conferences, and accessibility workshops.
• Access a robust learning budget for certifications, courses, and conferences.
• Earn equity and performance bonuses that reflect your contribution to the company’s growth.

Work Environment & Culture

brighthush is a fully remote, inclusive workplace that values diversity, equity, and belonging. Our culture is built on:

• Transparency – Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Collaboration – Cross‑functional teams that work together to solve complex problems.
• Innovation – A sandbox environment where experimentation with AI, data, and new tools is encouraged.
• Well‑being – Flexible work hours, mental health resources, and a focus on work‑life balance.
• Community – Regular virtual coffee chats, hackathons, and accessibility meetups.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive total compensation package that includes:

• Base salary commensurate with market rates for senior Customer Success roles.
• Performance‑based bonuses tied to retention, expansion, and customer satisfaction metrics.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off, parental leave, and a flexible vacation policy.
• Professional development stipend and access to industry conferences.
• Remote work stipend and equipment allowance.

How to Apply

If you’re passionate about driving adoption, building lasting relationships, and shaping the future of accessibility, we’d love to hear from you. Submit your application through our careers portal or send your resume and cover letter to [email protected]. Join brighthush and help us make digital experiences truly inclusive for everyone.