Senior Enterprise Customer Success Manager – UK – Championing Client Success & Strategic Growth for SaaS Leaders

About brighthush

brighthush is a trailblazing, remote‑first SaaS company that empowers veterinary and therapy professionals with cloud‑based practice information management software. With a mission to streamline workflows, enhance patient care, and drive business growth, brighthush has become the go‑to platform for clinics and therapy centers across the United Kingdom and beyond. Our culture is built on innovation, collaboration, and a relentless focus on delivering exceptional value to our customers.

As we expand our footprint in the UK, we’re looking for a seasoned Enterprise Customer Success Manager who can take ownership of our most strategic accounts, deepen executive relationships, and ensure our clients achieve measurable success with brighthush’s solutions. If you thrive in a fast‑paced SaaS environment, enjoy influencing senior stakeholders, and are passionate about turning data into actionable insights, we want to hear from you.

Role Overview

In this pivotal role, you will serve as the primary advocate for our enterprise clients, guiding them through the full customer lifecycle—from onboarding and adoption to renewal and expansion. You’ll collaborate closely with sales, product, and support teams to align customer goals with brighthush’s roadmap, ensuring a seamless experience that drives retention and upsell opportunities.

Key Responsibilities

• Strategic Account Leadership: Own a portfolio of high‑value enterprise accounts, developing deep relationships with C‑suite executives, IT leaders, and operational managers.
• Retention & Growth: Drive proactive engagement plans that increase product adoption, reduce churn, and identify expansion opportunities within existing accounts.
• Executive Engagement: Conduct regular business reviews, executive briefings, and quarterly planning sessions to align on objectives, metrics, and future initiatives.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating client feedback into product enhancements and service improvements.
• Data‑Driven Insights: Leverage analytics to monitor usage patterns, forecast renewal risks, and surface actionable recommendations for both clients and internal stakeholders.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Support to ensure a unified approach to customer success and to drive joint initiatives.
• Process & Tool Optimization: Continuously refine customer success processes, playbooks, and CRM data hygiene to maximize efficiency and impact.
• Travel & On‑Site Visits: Travel within the UK as needed to meet clients, conduct workshops, and support in‑person events.

Essential Qualifications

• Minimum 5 years of enterprise customer success or strategic account management experience in a SaaS environment.
• Proven track record of managing high‑value accounts, driving retention, and achieving upsell targets.
• Strong commercial acumen with the ability to understand and articulate ROI, cost‑benefit analyses, and business outcomes.
• Exceptional communication skills—both written and verbal—paired with an executive presence that inspires confidence.
• Fluent in English; proficiency in additional UK languages is a plus.
• UK‑based with a flexible schedule and willingness to travel across the country.
• Experience with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).

Preferred Qualifications

• Background in the healthcare, veterinary, or therapy sectors, with a deep understanding of practice management challenges.
• Experience leading cross‑functional initiatives and driving product roadmap input from a customer perspective.
• Advanced analytical skills, including proficiency in Excel, SQL, or data visualization tools.
• Certifications in Customer Success Management (CSM), Certified Customer Success Manager (CCSM), or related credentials.
• Demonstrated ability to mentor junior team members and contribute to a high‑performing culture.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market trends, and align customer strategies with business goals.
• Relationship Building: Talent for building trust with stakeholders at all levels, turning clients into long‑term partners.
• Problem Solving: Creative, data‑driven approach to resolving complex challenges and turning obstacles into opportunities.
• Influence & Negotiation: Skilled at navigating internal and external negotiations to secure favorable outcomes.
• Project Management: Strong organizational skills, managing multiple initiatives simultaneously while meeting deadlines.
• Adaptability: Comfortable in a dynamic environment, quickly adjusting priorities as business needs evolve.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous growth. As an Enterprise Customer Success Manager, you’ll have the chance to:

• Progress into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Lead cross‑functional projects that shape product strategy and market positioning.
• Participate in industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Access a robust learning platform, including courses on leadership, data analytics, and industry best practices.
• Mentor and coach junior team members, building a high‑performing customer success community.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model means you’ll work from anywhere in the UK, supported by:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Flexible working hours that respect work‑life balance.
• Access to state‑of‑the‑art collaboration tools (Slack, Zoom, Notion).
• A vibrant community of professionals who celebrate wins, share knowledge, and support each other.
• Annual virtual retreats and quarterly in‑person meet‑ups to strengthen team bonds.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success roles in the UK.
• Performance‑based bonuses tied to retention, expansion, and customer satisfaction metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health and wellbeing benefits, including private medical insurance and mental health support.
• Generous annual leave, plus flexible time off for personal commitments.
• Professional development budget for courses, certifications, and industry events.
• Technology stipend to equip you with the best tools for remote work.

How to Apply

Ready to elevate your career and make a tangible impact on the success of veterinary and therapy professionals across the UK? Join brighthush and help us shape the future of practice management.

We look forward to discovering how your expertise and passion can drive growth and innovation at brighthush. Let’s build a brighter future together.