Senior Enterprise Customer Success Team Manager – Accelerating Adoption, Retention, and Revenue Growth for Strategic Clients in a Global Digital Workplace Ecosystem

About brighthush

brighthush stands at the forefront of the digital workplace revolution, delivering a secure, cloud‑based platform that unites people, devices, and data into a seamless ecosystem. By harnessing AI‑driven insights, robust remote connectivity, and end‑to‑end transformation tools, we empower organizations of every size to collaborate, automate, and innovate from anywhere. Our mission is simple yet powerful: make work work better for every employee, no matter where they are.

With a growing presence across finance, healthcare, manufacturing, public sector, and beyond, brighthush is redefining how businesses operate in a connected world. We believe that lasting growth stems from listening to our customers, understanding their evolving challenges, and co‑creating solutions that deliver measurable business outcomes.

Why This Role Matters

In the fast‑moving SaaS landscape, the ability to retain, expand, and deepen relationships with enterprise customers is a critical differentiator. As the Senior Enterprise Customer Success Team Manager, you will lead a high‑impact team of Customer Success Managers (CSMs) who serve our most strategic accounts. Your leadership will shape the way we deliver value, drive adoption, and secure long‑term loyalty. By fostering a culture of excellence, data‑driven decision making, and proactive engagement, you will directly influence revenue growth, customer satisfaction, and the overall health of our enterprise portfolio.

Key Responsibilities

Team Leadership & Development

• Recruit, onboard, and mentor a diverse group of Enterprise CSMs, ensuring they possess the skills, resources, and motivation to excel.
• Champion a culture of continuous learning by facilitating regular knowledge‑sharing sessions, skill‑building workshops, and peer‑coaching circles.
• Build a high‑performing team that embraces brighthush’s values of curiosity, collaboration, and inclusion.

Performance Management

• Set clear, measurable expectations for each CSM, aligning individual goals with team and company objectives.
• Conduct regular coaching sessions, performance reviews, and talent assessments to drive continuous improvement.
• Implement a data‑driven performance framework that rewards impact, innovation, and customer advocacy.

Customer Retention & Growth

• Design and execute strategies that maximize renewal readiness, mitigate churn risk, and uncover upsell/cross‑sell opportunities across our largest accounts.
• Lead the development of value‑realization roadmaps that articulate ROI, cost savings, and strategic benefits to executive stakeholders.
• Collaborate with Sales and Product to identify expansion opportunities and align on go‑to‑market plans.

Executive Engagement

• Lead Executive Business Reviews (EBRs), success planning workshops, and adoption initiatives that keep executive stakeholders informed and invested.
• Prepare and deliver compelling presentations that translate data into actionable insights for C‑suite audiences.
• Act as the primary advocate for customer success at the executive level, ensuring their voices shape brighthush’s roadmap.

Cross‑Functional Collaboration

• Partner with Sales, Product, Professional Services, Support, and Operations to align on customer journeys, resolve escalations, and refine the overall experience.
• Facilitate cross‑team workshops that surface pain points, share best practices, and drive process improvements.
• Champion a unified vision across time zones, ensuring consistent delivery of value to all stakeholders.

Data‑Driven Insight

• Leverage customer health dashboards, usage analytics, and feedback loops to identify trends, forecast risks, and inform strategic decisions.
• Develop and maintain a robust reporting framework that tracks key metrics such as NPS, CSAT, renewal rates, and expansion revenue.
• Translate data into clear, actionable recommendations for both the team and senior leadership.

Process & Playbook Development

• Build, refine, and standardize customer success playbooks, best practices, and operational workflows that scale across the organization.
• Ensure all processes are documented, accessible, and continuously updated to reflect evolving customer needs.
• Drive adoption of new tools and methodologies that enhance efficiency and effectiveness.

Stakeholder Communication

• Present insights, risks, and opportunities to senior leadership, maintaining accurate account documentation and CRM hygiene.
• Maintain transparent communication channels with customers, ensuring they are informed of progress, milestones, and next steps.
• Act as the bridge between customer expectations and internal capabilities, ensuring alignment and timely delivery.

Global Team Management

• Lead a geographically distributed team, fostering collaboration, cultural awareness, and a unified vision across time zones.
• Implement best practices for virtual team management, including asynchronous communication, flexible scheduling, and inclusive meeting norms.
• Encourage cross‑regional knowledge sharing and mentorship to build a cohesive, high‑performing global team.

Essential Qualifications

• Bachelor’s degree in Business, Technology, Management, or a related field (MBA preferred).
• 7+ years of progressive experience in Customer Success, Account Management, Consulting, or a customer‑centric role within a SaaS or technology company.
• 3+ years of people‑management experience leading Customer Success or Account Management teams.
• Proven track record of driving customer retention, adoption, and revenue growth at the enterprise level.
• Deep understanding of customer lifecycle management, success methodologies, and value realization frameworks.
• Strong executive presence, stakeholder management, and communication skills.
• Experience with CRM platforms (brighthush preferred) and Customer Success tools (brighthush, brighthush, brighthush).
• Analytical mindset with the ability to interpret usage data, health scores, and performance metrics.
• Experience leading globally distributed teams and managing through change.

Preferred Qualifications

• Background in digital workplace, remote connectivity, or IT operations solutions.
• Knowledge of change management principles and adoption frameworks.
• Experience conducting Executive Business Reviews and value‑realization discussions.
• Familiarity with advanced analytics or data visualization tools (brighthush, brighthush).
• Multilingual capabilities and cross‑cultural communication skills.

Skills & Competencies

• Leadership & Coaching – Inspire, develop, and retain top talent.
• Strategic Thinking – Translate business goals into actionable plans.
• Customer Advocacy – Champion the voice of the customer across the organization.
• Analytical Acumen – Use data to uncover insights and drive decisions.
• Collaboration – Work seamlessly with Sales, Product, Support, and Operations.
• Change Management – Navigate and lead through organizational transformations.
• Communication – Articulate complex ideas to executives, teams, and customers.
• Resilience – Thrive in a fast‑paced, high‑growth environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As a senior leader, you will:

• Progress to Director or VP of Customer Success, shaping company‑wide strategy.
• Lead cross‑functional initiatives that influence product roadmap and market positioning.
• Participate in executive leadership forums and global strategy sessions.
• Access continuous learning through internal workshops, industry conferences, and mentorship programs.
• Benefit from a culture that rewards innovation, experimentation, and ownership.

Work Environment & Culture

brighthush thrives on a culture that values curiosity, collaboration, and inclusion. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and all‑hands meetings.
• Quarterly team‑building retreats and leadership luncheons.
• Open‑door policy with direct access to senior leaders.
• Business casual dress code and flexible work hours.
• Commitment to diversity, equity, and inclusion – we celebrate every voice.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonuses tied to team and company metrics.
• Equity or stock‑option opportunities to share in our long‑term success.
• Generous paid time off, including flexible PTO and paid holidays.
• Comprehensive health insurance with 100% employer coverage for medical, dental, and vision.
• 401(k) plan with employer matching to support your retirement goals.
• Parental leave up to 12 weeks, plus additional support for new parents.
• Life insurance, short‑term and long‑term disability coverage at no cost to you.
• Wellness programs, mental health resources, and employee assistance programs.
• Professional development stipend and tuition reimbursement for relevant courses.

How to Apply

If you are passionate about driving customer success at scale, thrive in a collaborative environment, and want to shape the future of digital work, we invite you to join brighthush. Submit your application through our careers portal and become part of a team that is redefining how businesses connect, collaborate, and succeed.