Senior Enterprise Customer Success Team Manager – Remote (USA) – Lead, Grow, and Drive Customer Success Excellence

About brighthush

brighthush is a trailblazer in the digital workplace arena, delivering a cutting‑edge platform that seamlessly connects people with the technology they need to thrive. Our mission is to empower organizations worldwide to streamline, automate, and elevate their digital processes, fostering collaboration, efficiency, and innovation at every level. With a global footprint and a culture rooted in curiosity, agility, and customer obsession, brighthush is redefining how businesses work together in an increasingly connected world.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking team that values bold ideas, data‑driven decisions, and a relentless focus on customer success. We champion a remote‑first work model, giving you the flexibility to thrive from anywhere in the United States while staying connected to a vibrant, collaborative community. Our people are our greatest asset, and we invest heavily in their growth, well‑being, and professional development.

Role Overview

We’re seeking an experienced Senior Customer Success Team Manager to lead our enterprise customer success organization. In this role, you will shape the strategy, culture, and execution of our customer success function, ensuring that our high‑value clients not only achieve their desired outcomes but also become passionate advocates for brighthush. You will work closely with cross‑functional leaders—Product, Sales, Marketing, and Engineering—to align customer goals with product roadmaps and business objectives.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and inspire a high‑performing team of Customer Success Managers (CSMs) and Specialists. Foster a culture of continuous learning, accountability, and collaboration.
• Strategic Account Management: Own the success of our largest enterprise accounts, ensuring they realize maximum value from brighthush’s platform. Develop account plans, quarterly business reviews, and renewal strategies.
• Retention & Growth: Drive initiatives that reduce churn, increase upsell and cross‑sell opportunities, and deepen customer engagement through proactive outreach, health scoring, and value‑based conversations.
• Process & Tool Optimization: Champion best practices for onboarding, adoption, and support. Leverage CRM and customer success platforms (Salesforce, Gainsight, Totango, ChurnZero) to automate workflows, generate insights, and deliver real‑time visibility into customer health.
• Data‑Driven Decision Making: Own the metrics that define success—NPS, CSAT, renewal rates, expansion revenue, and usage adoption. Translate data into actionable plans and report progress to senior leadership.
• Cross‑Functional Collaboration: Partner with Product to surface customer feedback, with Sales to hand off new opportunities, and with Marketing to co‑create enablement content. Serve as the voice of the customer across the organization.
• Strategic Planning & Execution: Contribute to the overall customer success strategy, setting goals, budgets, and resource plans that align with brighthush’s growth objectives.
• Risk Management: Identify at‑risk accounts early, develop mitigation plans, and coordinate with relevant stakeholders to secure outcomes.
• Continuous Improvement: Lead initiatives to refine processes, reduce friction, and improve the customer journey at every touchpoint.

Essential Qualifications

• Bachelor’s degree in Business, Technology, Management, or a related field.
• 7+ years of progressive experience in Customer Success, Account Management, or Enterprise SaaS support.
• 3+ years of proven people‑management experience, including hiring, coaching, and performance management.
• Deep understanding of enterprise SaaS business models, renewal cycles, and upsell dynamics.
• Proficiency with CRM systems (Salesforce) and customer success platforms (Gainsight, Totango, ChurnZero).
• Strong analytical skills, with the ability to interpret data and translate insights into action.
• Excellent communication and presentation skills, capable of influencing stakeholders at all levels.
• Demonstrated ability to build and scale high‑performing teams in a fast‑moving environment.
• Fluency in English (both written and spoken).

Preferred Qualifications

• Experience working in a remote‑first organization with distributed teams across multiple time zones.
• Background in a high‑growth SaaS company, preferably with a focus on digital workplace or collaboration tools.
• Knowledge of customer success frameworks such as the Customer Success Maturity Model or the Success Management Institute’s methodologies.
• Experience with data visualization tools (Tableau, Power BI) and advanced Excel modeling.
• Prior involvement in product roadmap discussions or feature prioritization based on customer feedback.
• Certifications in Customer Success (CSM), Project Management (PMP, Agile), or related disciplines.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Visionary mindset with a focus on long‑term customer value.
• Customer‑Centricity: Passion for delivering exceptional customer experiences.
• Analytical Acumen: Strong data literacy and problem‑solving skills.
• Collaboration: Comfortable working cross‑functionally and building consensus.
• Adaptability: Thrives in a dynamic, fast‑paced environment.
• Communication: Clear, concise, and persuasive in both written and verbal formats.

Tools & Technologies

• CRM: Salesforce (Sales Cloud, Service Cloud)
• Customer Success Platforms: Gainsight, Totango, ChurnZero
• Analytics & Reporting: Tableau, Power BI, Excel
• Collaboration: Slack, Microsoft Teams, Zoom
• Project Management: Asana, Jira, Trello

Career Growth & Development

At brighthush, your career trajectory is as dynamic as our product. As a Senior Customer Success Team Manager, you’ll have the opportunity to:

• Progress to Director of Customer Success, overseeing a global portfolio of enterprise accounts.
• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Participate in executive leadership meetings, influencing company‑wide decisions.
• Access a robust learning ecosystem—online courses, certifications, mentorship programs, and industry conferences.
• Benefit from a culture that rewards innovation, ownership, and measurable impact.

Work Environment & Culture

brighthush embraces a remote‑first model, empowering employees to work from any location within the United States. Our culture is built on:

• Flexibility: Flexible hours and a results‑oriented approach.
• Collaboration: Regular virtual town halls, team‑building events, and open communication channels.
• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Well‑being: Comprehensive health plans, mental health resources, and wellness stipends.
• Innovation: A safe space to experiment, iterate, and bring new ideas to life.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and industry benchmarks.
• Performance‑based bonuses tied to team and company goals.
• 401(k) matching program.
• Generous paid time off (PTO) and flexible vacation policy.
• Health, dental, and vision insurance.
• Parental leave policy that supports both parents.
• Professional development budget and tuition reimbursement.
• Employee stock purchase plan (ESPP) and equity options.
• Wellness stipend and access to mental health services.

How to Apply

If you’re ready to lead a world‑class customer success team, drive enterprise growth, and shape the future of digital workplaces, we want to hear from you. Submit your resume and a cover letter that highlights your leadership journey, customer success achievements, and why you’re excited about brighthush.