Senior Enterprise Customer Success Team Manager – Driving Adoption, Retention, and Growth for Global Enterprise Clients at brighthush

About brighthush

brighthush is a trailblazer in the digital workplace arena, delivering cutting‑edge solutions that connect people, devices, and data across the globe. With a portfolio powered by artificial intelligence and a relentless focus on automation, we help organizations transform how they collaborate, secure their operations, and unlock new levels of productivity. Our platform is trusted by hundreds of millions of users and over 645,000 customers spanning every industry, from finance and healthcare to education and manufacturing.

With more than 1,900 employees worldwide, brighthush thrives on the diversity of thought, the passion for innovation, and a culture that celebrates every individual’s unique perspective. We believe that the best ideas emerge when people feel empowered, supported, and challenged to grow. If you’re ready to join a forward‑thinking team and make a tangible impact on the future of work, we want to hear from you.

Position Overview

The Senior Enterprise Customer Success Team Manager will lead a high‑performing squad of Customer Success Managers (CSMs) dedicated to our most strategic enterprise accounts. You will design and execute customer success strategies that ensure our clients achieve measurable business outcomes while maximizing the value of their investment in brighthush solutions. This role is pivotal in driving adoption, retention, and expansion across our enterprise portfolio.

Key Responsibilities

• Recruit, onboard, coach, and develop a world‑class team of Enterprise CSMs, fostering a culture of continuous learning and high performance.
• Set clear performance expectations, create individualized career development plans, and implement accountability frameworks that align with brighthush’s growth objectives.
• Conduct regular coaching sessions, performance reviews, and talent assessments to nurture talent and identify future leaders.
• Champion a customer‑centric, results‑oriented mindset across the team, ensuring every interaction adds value to the client journey.
• Drive customer retention, renewal readiness, and risk mitigation strategies across enterprise accounts, proactively addressing potential churn.
• Lead proactive engagement initiatives, including executive business reviews (EBRs), success planning workshops, and adoption campaigns.
• Collaborate closely with Sales to uncover expansion and cross‑sell opportunities, translating customer insights into revenue growth.
• Oversee customer health monitoring, develop intervention plans for at‑risk accounts, and maintain a robust health score system.
• Build and nurture relationships with executive stakeholders within key enterprise customers, positioning brighthush as a trusted advisor.
• Serve as the escalation point for critical customer issues and business challenges, ensuring swift resolution and customer satisfaction.
• Partner with Sales leadership to support renewals, growth initiatives, and end‑to‑end customer lifecycle management.
• Collaborate with Support, Professional Services, Product, and Operations teams to continuously improve the customer experience.
• Act as the voice of the customer, delivering actionable feedback to internal stakeholders and influencing product roadmap decisions.
• Align cross‑functional teams to resolve customer challenges, streamline processes, and enhance overall customer outcomes.
• Establish, document, and optimize customer success processes, playbooks, and best practices to scale success across the organization.
• Leverage customer health data, usage analytics, and feedback loops to drive data‑driven decision making and strategic planning.
• Forecast customer retention, identify business risks, and develop proactive mitigation strategies.
• Maintain accurate account documentation and CRM hygiene, ensuring data integrity across Salesforce and other platforms.
• Communicate business performance, customer trends, risks, and opportunities to senior leadership through dashboards, reports, and executive presentations.
• Develop and present dashboards and reports measuring team effectiveness, customer outcomes, and ROI to executive stakeholders.

Essential Qualifications

• Bachelor’s degree in Business, Technology, Management, or a related field.
• 7+ years of experience in Customer Success, Account Management, Consulting, or related customer‑facing roles.
• 3+ years of people‑management experience leading Customer Success or Account Management teams.
• Proven track record managing enterprise and strategic customer relationships within a SaaS or technology company.
• Demonstrated success driving customer retention, adoption, and revenue growth.
• Strong coaching and mentoring capabilities, with a passion for developing high‑performing teams.
• Excellent executive presence and stakeholder‑management skills.
• Deep understanding of customer lifecycle management and customer success methodologies.
• Strategic thinker with strong problem‑solving abilities and a data‑driven mindset.
• Experience conducting Executive Business Reviews (EBRs) and value‑realization discussions.
• Proficiency with CRM platforms, preferably Salesforce.
• Familiarity with Customer Success platforms such as Gainsight, Totango, ChurnZero, or similar.
• Strong presentation and communication skills, capable of influencing at all levels.
• Experience supporting enterprise software, SaaS, digital workplace, remote connectivity, or IT operations solutions.
• Knowledge of customer adoption frameworks and change‑management principles.
• Experience leading globally distributed teams.

Preferred Qualifications

• Advanced degree (MBA, MS) or relevant certifications (CSM, PMP, etc.).
• Experience in a high‑growth, fast‑paced startup environment.
• Background in data analytics or business intelligence.
• Multilingual capabilities to support global clients.

Skills & Competencies

• Leadership & Team Building – Inspire, motivate, and develop talent.
• Strategic Planning – Translate customer insights into actionable growth plans.
• Customer Advocacy – Champion the customer’s voice across the organization.
• Data Analysis – Use metrics and analytics to drive decisions.
• Communication – Articulate complex ideas clearly to diverse audiences.
• Change Management – Lead teams through transformation initiatives.
• Problem Solving – Identify root causes and implement effective solutions.
• Collaboration – Work seamlessly with cross‑functional partners.
• Adaptability – Thrive in a dynamic, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Executive coaching and mentorship programs.
• Regular training on the latest industry trends, product updates, and customer success best practices.
• Opportunities to lead cross‑functional projects and initiatives that shape the future of our platform.
• Clear career pathways, from team lead to senior director and beyond.
• Global mobility options for those interested in international experience.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and inclusion. Our culture is built on:

• Open Communication: Transparent dialogue across all levels.
• Innovation: Encouraging experimentation and learning from failure.
• Diversity & Inclusion: A commitment to creating a welcoming environment for all.
• Work‑Life Balance: Flexible PTO, paid holidays, and a supportive approach to personal commitments.
• Community Engagement: Quarterly team‑building events, leadership luncheons, and company‑wide “All Hands” meetings.

Compensation & Benefits

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

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses and equity opportunities.
• Flexible paid time off and paid holidays.
• 401(k) plan with employer matching.
• Comprehensive health insurance package with 100% employer‑paid medical coverage.
• Up to 12 weeks of parental leave.
• Basic life insurance, short‑term & long‑term disability coverage, all employer‑paid.
• Professional development budget and learning stipend.
• Wellness programs and resources.

How to Apply

If you are passionate about empowering enterprise customers, building high‑impact teams, and driving measurable business outcomes, we encourage you to apply. Join brighthush and help shape the future of digital work for millions of users worldwide.

Ready to take the next step? Click the link below to submit your application and become part of our dynamic, inclusive community.

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Equal Opportunity Employer

brighthush is an equal‑opportunity employer committed to building an inclusive culture where everyone feels welcome and supported. We celebrate diversity in all its forms and encourage applicants from all backgrounds to apply. If you require accommodations during the application or hiring process, please contact our Talent Acquisition Partner for assistance.