Senior Enterprise Customer Success Manager – Remote (USA) – Drive Adoption, Retention, and Growth for Leading SaaS Solutions

About brighthush

brighthush is a trailblazing technology partner that empowers IT professionals worldwide with innovative, cloud‑native solutions designed to simplify, secure, and accelerate digital transformation. With a global footprint and a culture rooted in curiosity, collaboration, and continuous learning, brighthush is redefining how enterprises manage, protect, and optimize their data and infrastructure. Our mission is to help customers unlock measurable value from every investment, turning complex challenges into competitive advantages.

Why Join brighthush?

At brighthush, you’ll be part of a high‑impact, customer‑centric organization that values creativity, ownership, and a relentless focus on outcomes. We champion a flexible, remote‑first work model that empowers you to balance professional growth with personal well‑being. Our people thrive in an environment that celebrates diversity, encourages experimentation, and rewards results. If you’re passionate about building lasting relationships, driving adoption, and turning data into insight, brighthush is the place to amplify your impact.

Key Responsibilities

• Own a portfolio of enterprise accounts, ensuring proactive engagement and satisfaction throughout the customer lifecycle.
• Build and nurture relationships with key stakeholders, conducting regular check‑ins to surface needs, anticipate challenges, and align on strategic priorities.
• Develop, maintain, and execute comprehensive Success Plans that map customer goals to measurable value milestones.
• Partner with customers to co‑create a joint success roadmap, deeply understanding their business context and translating it into actionable initiatives.
• Monitor customer analytics, usage metrics, and KPIs to validate ROI, uncover improvement opportunities, and reinforce the value of brighthush solutions.
• Lead Executive Business Reviews (EBRs) in collaboration with Account Management, showcasing impact, value delivered, and growth potential.
• Deliver an exceptional customer experience that supports brighthush’s brand promise, while identifying cross‑sell and upsell opportunities across services and products.
• Track engagement signals and sentiment, log risks and opportunities in the CRM, and trigger internal playbooks when necessary.
• Facilitate cross‑functional collaboration among Sales, Support, Product, Renewals, and Professional Services to ensure seamless delivery and strategic alignment.
• Serve as an escalation point for high‑impact issues, coordinating rapid resolution with the appropriate internal teams.
• Contribute to the broader CSM team by designing scalable programs, refining processes, and driving continuous improvement to elevate the customer experience.

Essential Qualifications

• Minimum of 3 years of experience in a customer success role focused on driving adoption, retention, and growth.
• Proven track record managing enterprise accounts within platform and security solution ecosystems, engaging both business owners and senior executives.
• Strong organizational skills with the ability to set milestones, track progress, and keep Success Plans on schedule.
• Expertise in handling escalations—both internal and external—while maintaining composure and delivering timely resolutions.
• Exceptional communication and relationship‑building skills, comfortable facilitating change and influencing outcomes at all levels.
• Experience leading or participating in change initiatives, translating 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 and executing strategic success plans.
• Deep understanding of how enterprises measure value realization and drive revenue through technology investments.
• U.S. residency required.

Preferred Qualifications

• Experience with recurring revenue sales models and renewal processes.
• Background in transformational Customer Success projects, especially during transitions from on‑premise to SaaS.
• Prior Customer Success experience in a B2B software environment.
• Proficiency with customer success platforms (e.g., brighthush, Totango) and CRM systems (e.g., Salesforce) for managing customer health, success plans, and engagement tracking.
• Familiarity with AI prompting and leveraging AI tools to streamline processes and enhance customer interactions.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Data‑Driven Decision Making – Comfortable analyzing metrics to drive insights and improvements.
• Customer Advocacy – Passionate about championing the customer’s voice within the organization.
• Project Management – Skilled at coordinating cross‑functional initiatives and managing timelines.
• Change Management – Adept at guiding customers and internal teams through transitions.
• Technical Acumen – Comfortable discussing platform architecture, security, and integration topics.
• Collaboration – Strong team player who thrives in a remote, distributed environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. You’ll have access to:

• Mentorship programs pairing you with senior leaders across the organization.
• Leadership development tracks that cover strategic thinking, negotiation, and influence.
• Continuous learning platforms offering courses on product expertise, industry trends, and soft skills.
• Opportunities to lead cross‑functional initiatives, product feedback loops, and customer advisory boards.
• Clear pathways to senior Customer Success roles, Customer Success Leadership, or product management tracks.

Work Environment & Culture

brighthush embraces a remote‑first culture that values flexibility, autonomy, and results. Our people enjoy:

• Flexible work hours and a generous paid time off policy.
• Wellness programs, including virtual fitness classes, mental health resources, and mindfulness sessions.
• Inclusive teams supported by Employee Resource Groups and an Equality & Inclusion Council.
• Regular virtual town halls, hackathons, and innovation challenges that keep the community engaged.
• A culture of transparency, where feedback flows freely and decisions are data‑driven.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior Customer Success professionals.
• Annual performance bonuses tied to customer success metrics and company goals.
• Comprehensive health, dental, vision, and life insurance plans.
• 401(k) retirement plan with company match.
• Flexible work arrangements and a generous PTO policy.
• Wellness stipend, professional development budget, and access to learning platforms.
• Recognition programs celebrating top performers and innovative ideas.

How to Apply

Ready to take the next step in your career and help enterprise customers unlock the full potential of brighthush solutions? Submit your application through our careers portal or click the link below to get started.