Senior Enterprise Customer Success Team Manager – Remote, USA – brighthush

About brighthush

brighthush is a trailblazer in the digital workplace arena, delivering cutting‑edge solutions that connect people, processes, and technology. With a portfolio that blends AI, automation, and cloud‑native architecture, we empower organizations worldwide to streamline operations, enhance collaboration, and unlock new levels of productivity. Our mission is simple: make work work better for everyone.

Why Join brighthush?

At brighthush, we believe that the strength of our products lies in the diversity of our people. With a global footprint and a culture that celebrates curiosity, inclusion, and continuous learning, we create an environment where ideas flourish and careers accelerate. As a remote‑first company, we give you the flexibility to work from anywhere in the United States while staying connected to a vibrant, distributed team that shares a common purpose.

Position Overview

We are seeking an experienced Enterprise Customer Success Team Manager to lead a high‑performing squad of Customer Success Managers (CSMs) focused on our most strategic enterprise accounts. In this role, you will design and execute customer success strategies that help clients achieve tangible business outcomes, drive adoption, and maximize the value of their investment in brighthush’s solutions.

Key Responsibilities

• Team Leadership & Development – Recruit, onboard, coach, and mentor a world‑class team of Enterprise CSMs. Set clear performance expectations, create individualized career development plans, and conduct regular coaching sessions and performance reviews.
• Customer Retention & Growth – Own the end‑to‑end customer lifecycle for enterprise accounts. Implement risk mitigation strategies, renewal readiness programs, and proactive engagement plans that drive retention, expansion, and upsell opportunities.
• Strategic Account Management – Partner with Sales to identify cross‑sell and upsell opportunities. Build and nurture executive relationships within key accounts, ensuring that senior stakeholders see measurable value from brighthush’s platform.
• Data‑Driven Decision Making – Leverage customer health dashboards, usage analytics, and feedback loops to inform strategy. Forecast retention, identify at‑risk accounts, and develop intervention plans that keep customers on track.
• Process & Playbook Development – Design, document, and continuously improve customer success processes, playbooks, and best practices. Ensure alignment across Sales, Support, Product, and Operations to deliver a seamless customer experience.
• Executive Communication – Serve as the voice of the customer within brighthush. Present customer success strategies, business reviews, and risk assessments to senior leadership and external stakeholders.
• Cross‑Functional Collaboration – Work closely with Product, Engineering, and Professional Services to translate customer feedback into product enhancements and service improvements.
• Reporting & Analytics – Build dashboards and reports that measure team effectiveness, customer outcomes, and business impact. Communicate insights to stakeholders and adjust strategies accordingly.

Essential Qualifications

• Bachelor’s degree in Business, Technology, Management, or a related field.
• 7+ years of experience in Customer Success, Account Management, Consulting, or a related customer‑facing role.
• 3+ years of people‑management experience leading Customer Success or Account Management teams.
• Proven track record of driving customer retention, adoption, and revenue growth in a SaaS or technology environment.
• Strong coaching, mentoring, and talent‑development skills.
• Excellent executive presence and stakeholder‑management capabilities.
• Deep understanding of customer lifecycle management and proven success with customer success methodologies.
• Experience conducting Executive Business Reviews (EBRs) and value‑realization discussions.
• Proficiency with CRM platforms (Salesforce preferred) and customer success tools (Gainsight, Totango, ChurnZero, or similar).
• Ability to analyze usage data, health scores, and business performance metrics to drive action.

Preferred Qualifications

• 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.
• Background in a high‑growth, fast‑paced tech company.

Skills & Competencies

• Strategic thinking and problem‑solving at scale.
• Exceptional communication and presentation skills.
• Data‑driven mindset with a passion for continuous improvement.
• Resilience and adaptability in a dynamic, remote environment.
• Strong collaboration and cross‑functional influence.
• Customer‑centric mindset with a focus on delivering measurable outcomes.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured leadership development programs and mentorship from senior executives.
• Access to industry conferences, workshops, and online learning platforms.
• Clear career pathways that allow you to move into senior leadership roles or specialized functional tracks.
• Regular feedback loops and performance reviews that help you set and achieve ambitious goals.

Work Environment & Culture

Our culture is built on the pillars of innovation, collaboration, and inclusion. As a remote team, we rely on transparent communication, trust, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that respect your personal life and peak productivity times.
• Quarterly virtual team‑building events, leadership luncheons, and all‑hands meetings that keep you connected.
• An open‑door policy that encourages ideas from every level.
• A business‑casual dress code that lets you feel comfortable and professional.
• A commitment to diversity, equity, and inclusion that permeates every aspect of our organization.

Compensation & Benefits

We offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance with 100% employer coverage.
• 401(k) plan with employer matching.
• Paid time off (flexible PTO) and paid holidays.
• Up to 12 weeks of parental leave.
• Basic life insurance, short‑term & long‑term disability coverage.
• Employee wellness programs and mental health resources.
• Professional development stipend and tuition reimbursement.

Why This Role Matters

As the Enterprise Customer Success Team Manager, you will be the linchpin that ensures our most strategic customers realize tangible business value from brighthush’s platform. Your leadership will directly influence customer loyalty, revenue growth, and the long‑term success of our enterprise portfolio. By building a high‑performing team, fostering a culture of continuous improvement, and driving data‑backed decision making, you will help shape the future of digital workplace solutions.

Ready to Make an Impact?

If you are a seasoned customer‑success leader who thrives in a fast‑paced, remote environment and is passionate about delivering measurable outcomes, we want to hear from you. Join brighthush and help us redefine how the world works.

Apply Today – Your next career milestone awaits at brighthush.