Senior Enterprise Customer Success Manager – Strategic Account Leadership & AI‑Driven Growth at brighthush

About brighthush

brighthush is a forward‑thinking technology pioneer dedicated to transforming the way global enterprises empower their customers. With a mission to make digital experiences inclusive, accessible, and intuitive, we develop cutting‑edge AI‑powered solutions that help organizations break down barriers for people with disabilities. Our portfolio spans adaptive learning platforms, intelligent accessibility tools, and data‑driven insights that enable businesses to deliver products that truly serve everyone.

Founded on the belief that technology should be a bridge, not a barrier, brighthush has grown from a nimble startup to a high‑growth scale‑up with a presence in North America, Europe, and Asia. We are driven by curiosity, collaboration, and a relentless focus on customer success. Our culture is built on transparency, continuous learning, and a shared commitment to creating a more inclusive world.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that values innovation, autonomy, and impact. We offer a dynamic, remote‑first environment that empowers you to work from anywhere in Ontario, Canada, while staying connected with a global community of experts. Our people are our greatest asset, and we invest heavily in professional development, mentorship, and a culture of recognition.

Role Overview

As a Senior Enterprise Customer Success Manager, you will be the trusted advisor for our most strategic, high‑value accounts. You will own the entire customer lifecycle—from onboarding and adoption to renewal and expansion—ensuring that each enterprise client realizes maximum value from our AI‑enhanced accessibility platform. Your deep expertise in enterprise account management, combined with a passion for technology and customer advocacy, will drive growth, retention, and long‑term partnership success.

Key Responsibilities

• Customer Retention & Growth: Own the health of enterprise accounts, proactively identify risks, and develop mitigation plans to secure renewals and upsell opportunities.
• Strategic Account Planning: Create and execute account plans that align with client business objectives, ensuring our solutions deliver measurable ROI.
• Executive Relationship Management: Build and nurture relationships with C‑suite and key stakeholders, positioning yourself as a trusted advisor and thought partner.
• Product Adoption & Enablement: Champion our platform’s adoption through workshops, training sessions, and tailored use‑case demonstrations.
• Renewal & Commercial Negotiations: Lead renewal discussions, negotiate contracts, and collaborate with Sales and Finance to close deals that reflect mutual value.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Support to relay customer feedback, influence roadmap, and resolve escalations.
• Data‑Driven Insights: Leverage analytics tools (e.g., HubSpot, Salesforce, Tableau) to track usage, health scores, and churn risk, presenting actionable insights to stakeholders.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, sharing best practices and emerging trends in accessibility and AI.
• Team Leadership & Mentorship: Mentor junior CSMs, share knowledge, and contribute to the development of internal processes and playbooks.

Essential Qualifications

• Minimum 4+ years of experience in Customer Success, Account Management, or a related SaaS role.
• Proven track record of managing enterprise customer relationships, with at least 3 years of experience handling high‑value accounts.
• Strong understanding of SaaS business models, renewal cycles, and commercial negotiations.
• Hands‑on experience with HubSpot (CRM, marketing automation, and analytics) and familiarity with other CRM platforms (Salesforce, Zendesk, etc.).
• Excellent communication skills in English, both written and verbal, with the ability to articulate complex technical concepts to non‑technical audiences.
• Demonstrated ability to build trust and influence at the executive level.
• Self‑motivated, results‑driven, and comfortable working in a fast‑paced, remote environment.
• Experience in the technology or accessibility sector is highly desirable.

Preferred Qualifications

• Experience working in a startup or scale‑up environment, navigating rapid growth and evolving customer needs.
• Background in AI, machine learning, or data analytics, with a keen interest in how these technologies can enhance accessibility.
• Knowledge of accessibility standards (WCAG, ADA, Section 508) and experience implementing accessibility solutions.
• Proficiency in data visualization tools (Tableau, Power BI) and advanced Excel skills.
• Experience with customer success metrics such as NPS, CSAT, and churn prediction.
• Previous involvement in product roadmap discussions or beta program management.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate client goals into actionable plans.
• Relationship Building: Strong interpersonal skills to foster long‑term partnerships.
• Analytical Acumen: Data‑driven decision making and proficiency in interpreting usage metrics.
• Problem Solving: Creative solutions to complex customer challenges.
• Project Management: Managing multiple initiatives simultaneously with tight deadlines.
• Collaboration: Working effectively across cross‑functional teams.
• Adaptability: Thriving in a dynamic, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as ambitious as your goals. We provide:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, workshops, and certification courses.
• Regular internal knowledge‑sharing sessions and “Lunch & Learn” events.
• Clear promotion paths from Senior CSM to Director of Customer Success or VP of Customer Experience.
• Opportunities to transition into product management, strategy, or consulting roles.

Work Environment & Company Culture

brighthush champions a culture of inclusion, innovation, and work‑life balance. Our remote‑first model means you can work from anywhere in Ontario while staying connected through:

• Weekly virtual town halls and quarterly all‑hands meetings.
• Monthly team‑building activities (virtual escape rooms, trivia nights).
• Open‑door policy—leaders are always available for one‑on‑ones.
• Inclusive hiring practices that celebrate diverse perspectives.
• Commitment to mental health with flexible hours and paid time off.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: CAD 115,000 – 150,000 per year, commensurate with experience.
• Performance‑based bonus structure tied to customer retention, expansion, and satisfaction metrics.
• Equity options to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance plans.
• Unlimited paid time off and flexible working hours.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are passionate about driving customer success, thrive in a fast‑paced environment, and want to make a tangible impact on accessibility worldwide, we want to hear from you. Submit your resume and a brief cover letter outlining your experience with enterprise accounts and how you envision adding value to brighthush’s mission.

Ready to join a team that is redefining the future of inclusive technology? Click the link below to apply and start your journey with brighthush.