Senior Enterprise Customer Success Manager – Renewal & Expansion Strategist Driving Sustainable Growth, Customer Advocacy, and Revenue Expansion for SaaS Solutions at brighthush

Welcome to brighthush – Where Innovation Meets Customer Success

At brighthush, we’re redefining what it means to be a SaaS company in the digital age. Our mission is simple yet powerful: empower businesses to unlock the full potential of their digital operations through cutting‑edge software solutions. We help organizations streamline processes, enhance collaboration, and drive measurable growth—all while fostering a culture that values trust, transparency, and continuous improvement.

Why brighthush? What Makes Us Stand Out

• Hybrid Work Flexibility: Choose to work from home or in our modern, collaborative office spaces.
• Award‑Winning Culture: Join a team that prizes innovation, collaboration, and personal growth.
• Generous PTO & Family Support: Enjoy ample vacation days, 14 weeks of fully paid parental leave (including adoption), and a four‑week company‑paid sabbatical after five years.
• Health & Wellness: Immediate eligibility for comprehensive health, dental, and vision plans, plus monthly gym membership reimbursement or equipment stipend.
• Financial Security: Competitive base salary, performance bonuses, equity options, 401(k) with employer match, and tuition reimbursement after one year.
• Professional Growth: Access to a robust learning platform, mentorship from senior leaders, and opportunities to shape product roadmap discussions.

This position is open to remote candidates, offering flexibility while maintaining a strong sense of community through regular virtual town halls, team‑building events, and quarterly in‑person retreats.

Core Responsibilities – Your Impact in Action

As a Senior Enterprise Customer Success Manager, you will be the linchpin of our customer experience, ensuring that every interaction delivers value, insight, and delight. Your day‑to‑day activities will include:

• Deliver a world‑class customer experience: Manage the full lifecycle—post‑sale transition, onboarding, adoption, value realization, renewal, expansion, and long‑term retention.
• Build and nurture trusting relationships: Understand each customer’s business goals, operational challenges, product usage patterns, decision‑making structures, and strategic priorities.
• Own customer health and engagement strategy: Serve as the primary owner of health metrics, engagement plans, renewal timelines, risk mitigation, and retention outcomes for your assigned portfolio.
• Lead the renewal process:
  • Prepare renewal proposals and timelines.
  • Communicate proactively with stakeholders.
  • Coordinate pricing, negotiations, and internal approvals.
  • Ensure smooth contracting and billing follow‑up.
  • Collaborate with Billing and Revenue Operations for accurate invoicing.
• Maintain a disciplined renewal cadence: Track key dates, commitments, contract requirements, usage changes, risks, and next steps to guarantee on‑time renewals.
• Engage a broad spectrum of stakeholders:
  • Executive sponsors, CFOs, finance leaders, tax heads.
  • Procurement teams, legal contacts, security reviewers.
  • Technical stakeholders, administrators, end users.
• Navigate commercial conversations: Handle pricing discussions, procurement negotiations, renewal objections, scope changes, and escalations with professionalism and confidence.
• Identify upsell and cross‑sell opportunities: Align expansion initiatives with customers’ long‑term strategies and evolving needs.
• Collaborate with Sales: Partner to support expansion while maintaining ownership of the overall customer relationship.
• Lead product enablement: Conduct individual sessions and create scalable content to boost product knowledge, usage, and adoption.
• Proactively detect churn signals: Monitor engagement, satisfaction, procurement friction, and shifting priorities.
• Develop resolution plans: Work with internal stakeholders to address at‑risk customers.
• Coordinate cross‑functional teams: Ensure a seamless experience from implementation through renewal and beyond.
• Amplify customer voice: Capture insights, identify trends, and influence product development and service improvements.
• Document best practices: Contribute to playbooks, guides, FAQs, renewal documentation, communication templates, and enablement materials.
• Maintain accurate records: Update brighthush and other systems with health updates, engagement activity, renewal status, risk indicators, commercial next steps, expansion opportunities, and stakeholder information.
• Encourage advocacy: Identify success stories and facilitate testimonials, references, case studies, and other advocacy opportunities.

Key Success Metrics

• Renewal rate above 95% for the assigned portfolio.
• Net Revenue Retention (NRR) of 120% or higher.
• Customer Satisfaction Score (CSAT) consistently above 90%.
• Expansion revenue growth of at least 15% YoY.
• Reduction in churn risk incidents by 30% through proactive engagement.

Essential Qualifications – What We’re Looking For

• Proven experience as a Customer Success Manager, Strategic Account Manager, or similar role managing a dedicated book of business.
• Experience with large, complex, or enterprise customer relationships, preferably in a SaaS or software environment.
• Demonstrated ownership of customer renewals, including planning, communication, pricing discussions, procurement coordination, negotiation, and risk mitigation.
• Exceptional communication skills and the ability to build strong relationships with executives, finance leaders, procurement contacts, technical stakeholders, and day‑to‑day administrators.
• Strong commercial judgment: understand customer value, identify renewal risk, navigate objections, manage pricing conversations, and balance customer needs with business priorities.
• Excellent organization, follow‑up discipline, and attention to detail—capable of managing multiple customers, deadlines, renewal timelines, internal dependencies, and competing priorities.
• Confidence in leading difficult conversations—escalations, renewal objections, pricing concerns, service issues, and procurement negotiations.
• Cross‑functional collaboration skills: coordinate effectively across Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security teams.
• Creative problem‑solving, deep curiosity, and a proactive approach to closing knowledge gaps and sharing learnings.
• Humble, team‑focused attitude with a desire to lift others and contribute to scalable processes, documentation, and best practices.
• Bachelor’s degree with 5+ years of relevant experience preferred; a combination of education and experience will be considered, especially where customer‑facing SaaS, enterprise account management, renewal management, or commercial ownership experience significantly exceeds the minimum requirements.

Preferred Technical Skills – Tools of the Trade

• Proficiency in brighthush for data analysis, customer‑facing materials, executive presentations, business reviews, and renewal reporting.
• Advanced brighthush usage: documenting relationships, tracking renewal opportunities, maintaining pipeline hygiene, updating health metrics, recording commercial next steps, and creating reports and dashboards.
• Experience with Customer Success Platforms—brighthush preferred.
• Ability to learn and explain SaaS product functionality at a level sufficient to support enablement, answer technical questions, coordinate with Support or Product teams, and engage with security or technical stakeholders.
• Data‑driven mindset: use metrics to assess customer health, product adoption, engagement, renewal risk, and expansion potential.

Skills & Competencies for Success

• Strategic Thinking & Vision: Ability to see the big picture and align customer goals with brighthush’s long‑term strategy.
• Relationship Management: Proven track record of building trust with C‑suite executives and cross‑functional teams.
• Negotiation & Influence: Skilled at navigating complex commercial discussions and securing win‑win outcomes.
• Analytical Acumen: Comfortable turning data into actionable insights and recommendations.
• Project Management: Strong ability to juggle multiple priorities, deadlines, and stakeholders simultaneously.
• Adaptability & Resilience: Thrive in a fast‑paced, evolving SaaS environment and handle change with grace.
• Customer‑Centric Mindset: Passionate about delivering exceptional value and delight to customers.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we believe in nurturing talent and fostering continuous learning. As a Senior Customer Success Manager, you will:

• Advance to a Customer Success Leadership role, overseeing a team of managers and shaping the customer success strategy.
• Participate in cross‑functional leadership programs that expose you to product, sales, marketing, and engineering.
• Access a robust learning platform with courses on advanced negotiation, data analytics, and SaaS product strategy.
• Receive mentorship from senior leaders who have a Apply for this job