Senior Enterprise Customer Success & Outcomes Manager – Driving Adoption, Retention, and Growth for High‑Value SaaS Clients

About brighthush

brighthush is a trailblazing cloud‑based SaaS company that empowers organizations across education, property management, manufacturing, and more with a cutting‑edge facility maintenance and management platform. With a relentless focus on customer success, brighthush has earned a 98% customer satisfaction rating and is recognized as one of the fastest‑growing companies in the industry. Our culture is built on Excellence, Teamwork, and Integrity, and we treat every client relationship as a strategic partnership that drives measurable business outcomes.

Why Join brighthush?

At brighthush, you’ll be part of a high‑performing Customer Success team that is often called the company’s “secret weapon.” We believe that the success of our customers is the true measure of our own success. As a Senior Enterprise Customer Success & Outcomes Manager, you will have the opportunity to shape the future of our product, influence strategic decisions, and build lasting relationships with C‑suite leaders. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible impact, brighthush is the place for you.

Key Responsibilities

In this role, you will serve as the strategic point of contact for brighthush’s largest and most high‑profile accounts after implementation. Your day‑to‑day responsibilities will include:

• Strategic Advisory: Act as the primary trusted advisor to enterprise accounts, guiding them through the full customer lifecycle and ensuring they derive maximum value from the platform.
• Relationship Ownership: Own the overall customer relationship, driving adoption, retention, and satisfaction while proactively identifying growth opportunities.
• Quarterly Business Reviews (QBRs): Deliver and lead QBRs with key stakeholders and decision‑makers, presenting data‑driven insights and a clear roadmap for future success.
• Upsell & Cross‑Sell: Identify upsell and cross‑sell opportunities, collaborate closely with Sales to close deals, and contribute to the company’s revenue pipeline.
• Account Health Monitoring: Continuously monitor account health and usage metrics to ensure customers are realizing full value and to pre‑empt any potential churn.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Solutions Engineering to align on strategic goals, support customer projects, and advocate for feature enhancements.
• Documentation & Reporting: Maintain detailed, timely records of meetings, touchpoints, and action items in our CS platform (Planhat or equivalent).
• Internal Voice of the Customer: Champion customer needs within brighthush, driving product improvements and ensuring that the customer’s voice is heard at every level.
• Travel: Travel to key customer sites and events (approximately 25% travel) to strengthen relationships and gain deeper insights into their operations.
• Executive Relationship Building: Build and nurture executive relationships, positioning yourself as a trusted strategic partner across accounts.

Essential Qualifications

We are looking for a seasoned professional with a proven track record in enterprise account management or customer success within the SaaS space. The ideal candidate will possess:

• 5+ years of experience managing high‑value enterprise accounts in a SaaS environment.
• Deep understanding of the enterprise buying cycle, success metrics, and executive engagement strategies.
• Experience with facilities or operations management software is highly desirable.
• Strong ability to build rapport and influence VP and C‑level stakeholders.
• Proficiency in analyzing usage data and translating insights into actionable recommendations.
• Hands‑on experience with Salesforce, Planhat (or similar CS platforms), and advanced Microsoft Excel.
• Exceptional time‑management, organizational skills, and meticulous attention to detail.
• Positive, proactive mindset with the ability to think strategically under pressure.
• Excellent written, verbal, and presentation skills, including facilitating executive‑level reviews.
• Alignment with brighthush’s core pillars: Excellence, Teamwork, and Integrity.

Preferred Qualifications

While not mandatory, the following experience will give you a competitive edge:

• Background in facilities or operations management software.
• Experience leading cross‑functional initiatives that drive product adoption.
• Track record of successfully closing upsell or cross‑sell deals.
• Knowledge of data‑driven customer success frameworks such as NPS, CSAT, and Customer Health Scores.

Skills & Competencies

Success at brighthush requires a blend of technical, analytical, and interpersonal skills:

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Data Literacy: Comfortable working with dashboards, metrics, and data analysis tools.
• Communication: Clear, concise, and persuasive communication across all levels.
• Problem Solving: Proactive identification of challenges and creative solutions.
• Collaboration: Strong teamwork skills and a collaborative mindset.
• Customer‑Centricity: Passion for delivering exceptional customer experiences.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Senior Enterprise Customer Success & Outcomes Manager, you will:

• Progress into leadership roles such as Director of Customer Success or VP of Customer Experience.
• Participate in cross‑functional leadership programs and mentorship initiatives.
• Attend industry conferences, workshops, and training sessions to stay ahead of market trends.
• Contribute to product strategy and roadmap discussions, influencing the direction of our platform.
• Earn certifications in customer success, SaaS metrics, or related fields through our learning budget.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and work‑life balance. Our culture is defined by:

• Transparency: Open communication channels and regular all‑company updates.
• Collaboration: Cross‑functional teams that work together to solve complex problems.
• Continuous Improvement: A culture of learning, experimentation, and feedback.
• High‑Trust Relationships: We empower employees to make decisions and take ownership.
• Inclusive Environment: Diverse perspectives are celebrated and inclusion is a core value.

Compensation & Benefits

While the base salary for this role ranges from $70,000 to $75,000, you will also be eligible for a company performance bonus that rewards your contributions to customer success and revenue growth. In addition, brighthush offers a comprehensive benefits package that includes:

• Full‑coverage health, dental, and vision insurance (100% company‑paid).
• 401(k) retirement plan with company match.
• Short‑term and long‑term disability insurance.
• Life insurance and accident coverage.
• Generous paid time off (PTO) and unplanned time off (UTO) policies.
• Flexible work schedule to accommodate personal commitments.
• Home office stipend: up to $500 for equipment, furniture, and accessories, plus $60/month for internet.
• Remote‑first environment with optional access to a fully equipped office and free snacks, beverages, and a kegerator.
• Annual all‑company event to foster community and collaboration.

Location & Remote Flexibility

Although brighthush is headquartered in Columbus, Ohio, this position is open to candidates located anywhere in the United States. We value talent over geography and provide the tools and support needed for remote success.

How to Apply

Ready to take the next step in your career and help our enterprise customers achieve extraordinary outcomes? Submit your resume and answers to the application questions via the brighthush portal. Our hiring process is designed to be transparent and respectful of your time:

• Initial Application: Submit your resume and responses to the application questions.
• Phone Screen with People Ops: A 30‑minute conversation to review your background, discuss brighthush culture, and answer any questions about compensation or benefits.
• Hiring Manager Conversation: A 60‑minute deep dive with the hiring team to discuss your experience, career goals, and fit for the role.
• Final Panel Interview: A 60‑minute panel interview with teammates you will collaborate with daily.
• Offer & Onboarding: Successful candidates will receive an offer, complete a background check, and begin onboarding. New hires are expected to work onsite at our Columbus office during the first week to connect with the team in person.

Join brighthush Today

At brighthush, you will be part of a mission‑critical team that drives real business outcomes for our customers. If you are a strategic thinker, data‑driven, and passionate about customer success, we want to hear from you. Apply now and help shape the future of facility management technology.