Senior Enterprise Customer Success Manager – Strategic Account Leadership, AI‑Driven Growth & Cross‑Functional Collaboration

About brighthush

brighthush is a trailblazing technology company that empowers businesses to unlock the full potential of their customer relationships through cutting‑edge AI, data analytics, and a suite of intuitive engagement tools. With a mission to transform how brands connect, retain, and grow their customer base, brighthush has rapidly become a trusted partner for Fortune 500 enterprises, fast‑growing startups, and everything in between. Our culture is built on curiosity, collaboration, and a relentless focus on delivering measurable impact for our clients and our people alike.

Why This Role Matters

As the world’s customer expectations evolve, the role of a Customer Success Manager has shifted from reactive support to proactive partnership. At brighthush, the Enterprise Customer Success Manager (EC‑CSM) is the linchpin that turns data insights into strategic action, ensuring our enterprise clients not only renew but also expand their investment in our platform. If you thrive on building trust with C‑suite leaders, translating complex analytics into clear business value, and driving cross‑functional initiatives that accelerate revenue, this is the role for you.

Key Responsibilities

• Strategic Account Leadership: Own the end‑to‑end success journey for 15–20 high‑value enterprise accounts, acting as the primary point of contact for executive stakeholders.
• Renewal & Expansion Champion: Lead renewal negotiations, identify upsell opportunities, and collaborate with Sales and Product to secure multi‑year contracts that exceed revenue targets.
• Customer Advocacy & Champion Development: Cultivate a network of internal champions within each client organization, enabling advocacy, case study creation, and reference program participation.
• Data‑Driven Insight Generation: Leverage AI tools such as Keystone, The Grid, and CS Cantina to surface actionable insights, forecast churn risk, and recommend product enhancements.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Finance to align on roadmap priorities, feature adoption plans, and joint business reviews.
• Thought Leadership & Thought Partnering: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a thought leader in customer success and AI‑powered engagement.
• Process & Tool Optimization: Continuously refine success processes, playbooks, and automation workflows to improve efficiency and scalability across the enterprise portfolio.
• Performance Reporting: Deliver quarterly business reviews (QBRs) to C‑suite leaders, showcasing ROI, adoption metrics, and strategic roadmaps.

Essential Qualifications

• Minimum 6 years of experience in customer success, account management, or strategic enterprise customer‑facing roles.
• Proven track record of managing renewals and expansions for enterprise accounts, with a history of exceeding quota or renewal targets.
• Strong executive presence and ability to communicate complex data insights to C‑suite audiences.
• Experience working in a fast‑paced startup environment, demonstrating agility, ownership, and a bias for action.
• Daily proficiency with AI tools and data analytics platforms; familiarity with Keystone, The Grid, and CS Cantina is highly desirable.
• Exceptional written and verbal communication skills in English, with the ability to craft compelling proposals, presentations, and executive summaries.
• Demonstrated ability to lead cross‑functional initiatives, influence stakeholders, and drive consensus across product, engineering, and marketing teams.
• Strong analytical mindset, comfortable working with large datasets to uncover trends, forecast outcomes, and recommend actionable strategies.

Preferred Qualifications

• Experience in the Information Technology or SaaS industry, particularly with loyalty, guest engagement, or digital sales platforms.
• Background in data science or AI product management, providing deeper insight into the technical aspects of our platform.
• Experience building and scaling customer success teams or programs in a global, multi‑region context.
• Fluency in additional languages (e.g., Spanish, French) is a plus for serving our diverse client base.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Relationship Building: Proven skill in building trust with executives and internal stakeholders.
• Data Literacy: Comfortable interpreting dashboards, KPIs, and predictive models.
• Negotiation & Influence: Skilled at navigating complex renewal and expansion discussions.
• Project Management: Strong organizational skills to juggle multiple accounts and initiatives simultaneously.
• Adaptability: Thrives in a dynamic environment, quickly learning new tools and processes.
• Customer‑Centric Mindset: Passion for delivering exceptional value and ensuring client success.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As an Enterprise Customer Success Manager, you will:

• Progress to a Director or VP of Customer Success role, overseeing a global team and shaping the company’s success strategy.
• Gain exposure to product development, influencing the roadmap based on real‑world customer insights.
• Participate in leadership development programs, including mentorship, executive coaching, and cross‑functional rotations.
• Attend industry conferences, workshops, and webinars to stay ahead of emerging trends in AI, customer experience, and SaaS.
• Contribute to thought leadership pieces, whitepapers, and case studies that showcase your expertise and elevate brighthush’s brand.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and a results‑driven approach. Our culture is defined by:

• Collaboration: Cross‑functional teams work together in a transparent, open‑communication environment.
• Innovation: We encourage experimentation, rapid prototyping, and a fail‑fast mentality.
• Inclusivity: A diverse workforce that celebrates different perspectives and fosters belonging.
• Work‑Life Balance: Flexible schedules, unlimited vacation, and a focus on outcomes over hours.
• Continuous Learning: Access to learning platforms, internal knowledge bases, and a generous budget for external courses and certifications.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent:

• Base Salary: USD 115,000 – 150,000 per year, commensurate with experience.
• Performance Bonus: Quarterly bonus tied to renewal and expansion metrics.
• Equity: Stock options that align your success with the company’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Retirement Plan: 401(k) with company match.
• Remote Work Perks: Home office stipend, high‑speed internet reimbursement, and ergonomic equipment.
• Professional Development: Annual budget for conferences, certifications, and courses.
• Family Support: Paid parental leave and flexible family‑care options.

How to Apply

If you are ready to lead enterprise customer success at a company that is redefining the future of customer engagement, we want to hear from you. Join brighthush and help shape the next wave of AI‑powered customer experience.