Senior Enterprise Customer Success Manager – Strategic Growth Leader, Adoption & Retention Champion for High‑Value Clients at brighthush

About brighthush

brighthush is a trailblazer in the enterprise technology arena, delivering a portfolio of next‑generation solutions that span data governance, cybersecurity, and platform modernization. With a customer base that includes more than 45,000 organizations—90 % of the Fortune 500—our mission is to empower businesses to unlock the full potential of their data while safeguarding their digital future. As the world accelerates toward AI‑driven decision making, brighthush stands at the forefront, building the foundation that enables enterprises to harness, protect, and modernize their data platforms.

We are not just a technology provider; we are a partner that drives measurable business impact for our clients. Our culture is built on innovation, collaboration, and inclusion, and we are looking for a visionary leader who can elevate our customer success organization to new heights.

Why This Role Matters

As the Senior Enterprise Customer Success Manager, you will be the linchpin of our enterprise customer success organization. You will lead a high‑performing team of Customer Success Managers (CSMs), partner with Sales, Renewals, Product, and Support, and deliver exceptional outcomes for our most strategic accounts. Your work will directly influence customer adoption, retention, and revenue growth—key metrics that drive brighthush’s success.

Key Responsibilities

In this role, you will:

• Lead and Mentor a Team of CSMs – Coach, develop, and inspire a group of 5–7 managers to exceed engagement and satisfaction targets. Foster a culture of continuous improvement and high accountability.
• Own the End‑to‑End Customer Journey – From onboarding through renewal, ensure a seamless experience that maximizes adoption and value realization. Design and refine processes that keep customers engaged and satisfied.
• Build and Execute Strategic Success Plans – Collaborate with key stakeholders to define milestones, value metrics, and a clear roadmap that aligns with each customer’s business outcomes. Translate business objectives into actionable success plans.
• Facilitate Executive Business Reviews (EBRs) – Partner with Account Management to present data‑driven insights, demonstrate ROI, and uncover upsell or cross‑sell opportunities. Prepare compelling presentations that resonate with C‑suite executives.
• Monitor Customer Health and Analytics – Use tools such as Gainsight, Totango, and Salesforce to track engagement signals, identify risks, and trigger proactive playbooks. Leverage data to drive decision making and prioritize initiatives.
• Escalate and Resolve High‑Impact Issues – Act as the escalation point for critical incidents, coordinating with Product, Support, and Engineering to deliver rapid, effective solutions. Ensure that customer concerns are addressed with speed and professionalism.
• Drive Process Improvement and Scalability – Identify bottlenecks, design scalable workflows, and implement best practices that enhance efficiency and customer experience. Champion continuous improvement across the customer success function.
• Collaborate Cross‑Functionally – Work closely with Sales, Renewals, Product, and Professional Services to ensure alignment on strategy, messaging, and go‑to‑market initiatives. Act as a bridge between teams to create a unified customer experience.
• Champion Customer Advocacy – Cultivate a culture of advocacy, turning satisfied customers into brand ambassadors who help drive new business. Develop programs that encourage referrals, case studies, and testimonials.

Essential Qualifications

• Minimum of 5 years in a Customer Success role, with a proven track record of driving adoption, retention, and revenue growth at the enterprise level.
• Experience managing enterprise‑scale platform or security solutions, engaging with business owners and senior executives.
• Strong organizational skills – adept at setting milestones, tracking progress, and keeping Success Plans on schedule.
• Excellent communication and relationship‑building abilities – comfortable facilitating change and influencing at all levels.
• Proficiency in customer success tools (Gainsight, Totango) and CRM systems (Salesforce) for health scoring, engagement tracking, and reporting.
• Demonstrated ability to translate customer pain points into actionable business or solution requirements.
• Experience in leading change initiatives, whether internally within a team or externally with customers.
• Understanding of recurring revenue models, renewal processes, and how organizations measure value realization.

Preferred Qualifications

• Background in transformational Customer Success projects, especially during a shift from on‑premise to SaaS.
• Previous experience in a B2B software company with a focus on enterprise accounts.
• Hands‑on experience with AI prompting and leveraging AI tools to streamline customer success workflows.
• Knowledge of data governance and cybersecurity best practices.
• Experience managing a high‑growth, high‑volume customer base.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Analytical Acumen – Proficiency in interpreting data, spotting trends, and making data‑driven decisions.
• Leadership & Coaching – Talent for developing people, fostering a collaborative culture, and driving performance.
• Customer‑Centric Mindset – Relentless focus on delivering value and exceeding expectations.
• Project Management – Adept at juggling multiple initiatives, prioritizing tasks, and meeting deadlines.
• Communication & Influence – Clear, persuasive communication with internal teams and external stakeholders.
• Adaptability – Thrives in a fast‑moving environment and embraces change.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology we build. As a Senior Enterprise Customer Success Manager, you will:

• Progress into Director or VP roles within Customer Success, shaping strategy for the entire enterprise portfolio.
• Lead cross‑functional initiatives that influence product roadmap, go‑to‑market strategy, and customer experience design.
• Access a robust learning ecosystem—online courses, certifications, and mentorship programs that keep you at the cutting edge.
• Participate in global leadership forums, industry conferences, and innovation labs.
• Benefit from a culture that rewards initiative, celebrates success, and encourages continuous improvement.

Work Environment & Culture at brighthush

We foster a culture of innovation, collaboration, and inclusion. Our teams are distributed across the globe, yet we maintain a strong sense of community through:

• Regular virtual town halls and cross‑team hackathons.
• Employee Resource Groups that celebrate diversity and promote belonging.
• An Equality & Inclusion Council that drives policy, training, and accountability.
• Flexible work arrangements that respect work‑life balance.
• A transparent, merit‑based performance system that recognizes and rewards impact.

Compensation & Benefits

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

• Base salary commensurate with market rates.
• Annual performance bonuses tied to individual and company goals.
• Comprehensive health, dental, and vision coverage.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and parental leave.
• Unlimited learning budget for professional development.
• Wellness programs, mental health support, and flexible work arrangements.
• Employee stock purchase plan and equity options.

Ready to Make an Impact?

If you are a strategic thinker, a data‑driven leader, and a passionate advocate for customer success, we want you to join brighthush. This is an opportunity to shape the future of enterprise technology, lead a high‑performing team, and drive measurable business outcomes for some of the world’s most influential organizations.

Apply today and become a key driver of growth, innovation, and customer delight at brighthush.