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 not just a SaaS company; we’re a catalyst for digital transformation. Our mission is to empower businesses worldwide to unlock the full potential of their digital operations through cutting‑edge software solutions that streamline processes, enhance collaboration, and drive measurable growth. We do this by building a culture that values trust, transparency, and continuous improvement, ensuring that every customer interaction is an opportunity to create lasting value.

Why brighthush? What Makes Us Stand Out

• Hybrid Work Flexibility: Choose to work from home or in our modern, collaborative office spaces located in tech hubs across the globe.
• Award‑Winning Culture: Join a team that prizes innovation, collaboration, and personal growth, recognized by industry leaders for our employee‑first approach.
• 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 of service.
• Health & Wellness: Immediate eligibility for comprehensive health, dental, and vision plans, plus monthly gym membership reimbursement or a home‑office 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 successfully scaled customer success functions in high‑growth SaaS environments.
• Contribute to product roadmap discussions, ensuring that customer insights directly influence feature development.
• Lead initiatives that drive process improvements, automation, and scalability across the customer success organization.

Work Environment & Company Culture Highlights

brighthush is built on a foundation of collaboration, transparency, and a relentless focus on customer outcomes. Our culture is defined by:

• Inclusive Leadership: Diverse teams that value every voice and encourage innovative thinking.
• Continuous Feedback: Regular 1:1s, pulse surveys, and open forums to ensure everyone’s perspective is heard.
• Community Impact: Volunteer days, sustainability initiatives, and partnerships with local nonprofits.
• Work‑Life Balance: Flexible schedules, mental health resources, and a culture that respects personal time.
• Recognition & Celebration: Monthly shout‑outs, quarterly awards, and a culture of celebrating wins at all levels.

Compensation, Perks, and Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and company metrics.
• Equity options that allow you to share in the company’s long‑term success.
• 401(k) with employer match and a generous vesting schedule.
• Comprehensive health, dental, and vision coverage, with immediate eligibility.
• Paid parental leave, sabbaticals, and flexible vacation policies.
• Professional development budget and tuition reimbursement.
• Wellness stipend, gym membership reimbursement, or home‑office equipment allowance.
• Regular team‑building events, virtual town halls, and quarterly in‑person retreats.

How to Apply

Ready to join a company that values innovation, customer success, and personal growth? Submit your application through our careers portal or send your résumé and cover letter to [email protected]. We look forward to exploring how your expertise can help us drive sustainable growth and create lasting customer advocacy.

Join brighthush – Where Your Impact Drives the Future of SaaS

At brighthush, you’ll be part of a mission‑driven team that transforms how businesses operate. If you’re passionate about building strong customer relationships, driving revenue expansion, and leading renewal strategies that deliver measurable results, we want to hear from you. Apply today and help us shape the next chapter of digital innovation.