Senior Enterprise & Upmarket Customer Success Leader – Accelerating Global Brand Growth, Championing Customer Success Excellence, and Managing High‑Value Accounts at brighthush

About brighthush

brighthush is not just a MarTech platform; it is the engine that powers the next wave of digital commerce. Built on a cloud‑native architecture that fuses data‑driven insights, AI‑powered decision making, and a frictionless user experience, brighthush enables brands of every size to uncover, engage, and convert buyers with unmatched precision. From e‑commerce giants to emerging consumer labels, our clients rely on brighthush to accelerate growth, improve retention, and unlock operational efficiencies that were once the exclusive domain of large enterprises.

Founded on curiosity, integrity, and an unwavering focus on customer value, brighthush has evolved from a niche startup into a leading SaaS provider in the MarTech space. Today, we are poised for the next phase of expansion, and we’re looking for visionary leaders who can help us scale our Customer Success organization while maintaining the high standards of service that our clients expect.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re shaping the next chapter of a high‑growth, customer‑centric organization. You’ll work alongside industry pioneers, influence product strategy, and directly impact the success of our most strategic accounts. Our culture is rooted in collaboration, continuous learning, and a shared commitment to creating belonging for every team member.

We celebrate diversity, encourage innovation, and provide a flexible work environment that balances remote and in‑office collaboration. At brighthush, you’ll have the opportunity to work on cutting‑edge technology, lead transformative initiatives, and grow your career in a supportive, innovative environment.

Position Overview

We are seeking a Senior Enterprise & Upmarket Customer Success Leader to helm a high‑performing team of 7‑8 Customer Success Managers (CSMs). Your portfolio will include upmarket customers with annual contract values ranging from $100K to $500K, representing approximately $15M‑$20M in Annual Recurring Revenue (ARR). In this role, you’ll drive retention, adoption, and value realization while building a culture of accountability and operational excellence.

Key Responsibilities

• Team Leadership & Development – Recruit, coach, and mentor a dynamic CSM team, fostering a culture of continuous improvement and customer obsession. Lead performance reviews, career development plans, and succession planning.
  • Implement a structured onboarding program that reduces ramp‑up time by 30%.
  • Facilitate quarterly skill‑building workshops focused on advanced analytics, consultative selling, and executive communication.
  • Champion a peer‑to‑peer knowledge‑sharing forum that encourages best‑practice diffusion.
• Customer Success Strategy – Own the end‑to‑end success journey for upmarket accounts, ensuring high Gross Revenue Retention (GRR), adoption, and satisfaction. Design and execute account plans that align with each customer’s business objectives.
  • Develop customized health score models that incorporate product usage, business KPIs, and external market signals.
  • Drive quarterly business reviews that surface upsell opportunities and reinforce strategic alignment.
  • Collaborate with Account Executives to create joint growth roadmaps that map out expansion opportunities.
• Operational Excellence – Implement robust forecasting, renewal inspections, health reviews, and risk management processes to drive predictable outcomes. Continuously refine processes to improve efficiency and scalability.
  • Automate renewal workflows to reduce manual effort by 40%.
  • Introduce a risk‑scoring dashboard that flags at‑risk accounts for proactive outreach.
  • Standardize reporting templates to ensure consistency across the CS organization.
• Cross‑Functional Collaboration – Partner with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations to align on account strategy and customer value. Serve as the voice of the customer in product roadmap discussions.
  • Coordinate with Product to prioritize feature requests that deliver the highest ROI for enterprise clients.
  • Collaborate with Marketing to develop joint account‑based marketing campaigns that accelerate adoption.
  • Work with Revenue Ops to refine billing and invoicing processes for large contracts.
• Data‑Driven Decision Making – Leverage analytics to uncover trends, identify risks, and inform strategic initiatives that scale success. Build dashboards and reporting frameworks that provide actionable insights to stakeholders.
  • Create a real‑time health score dashboard accessible to CSMs and executives.
  • Analyze churn data to identify root causes and develop mitigation strategies.
  • Present quarterly insights to the executive team to guide product and strategy decisions.
• Strategic Planning & Execution – Lead Executive Business Reviews (EBRs), account reviews, and engagement plans that reinforce executive alignment and uncover growth opportunities. Drive upsell and cross‑sell initiatives that contribute to revenue expansion.
  • Facilitate quarterly EBRs with C‑suite stakeholders to validate strategic alignment.
  • Develop a structured upsell playbook that increases average deal size by 15%.
  • Coordinate with Finance to forecast revenue impact of expansion initiatives.
• Process & Tool Adoption – Champion the adoption of CS tools (brighthush platform, Salesforce, Gainsight, etc.) and best practices across the team. Ensure data integrity and system integration to support seamless workflows.
  • Lead the migration to a new CRM platform, ensuring 100% data accuracy.
  • Implement a knowledge‑base system that reduces support tickets by 20%.
  • Drive continuous improvement of CS tooling to increase productivity.
• Growth & Scale Initiatives – Shape the future of brighthush’s CS organization, contributing to the design of operating models that support rapid expansion. Identify and implement new processes, frameworks, and technologies that enable scalability.
  • Design a tiered CS operating model that supports 1,000+ enterprise accounts.
  • Introduce AI‑driven recommendation engines to personalize customer journeys.
  • Develop a global CS enablement program that standardizes best practices across regions.

Essential Qualifications

• 5+ years of people leadership experience in a SaaS customer‑facing environment.
• 8+ years in Customer Success, Account Management, Professional Services, or Consulting.
• Proven track record of building, developing, and retaining high‑performing CS teams.
• Deep understanding of SaaS metrics: GRR, churn, forecasting, customer health, and product adoption.
• Experience coaching teams on executive engagement, value delivery, and risk mitigation.
• Exceptional communication, coaching, and leadership skills.
• Data‑driven mindset with strong analytical and problem‑solving abilities.
• Comfortable leveraging AI‑powered tools to enhance productivity and customer insights.
• Thrives in a fast‑paced, high‑growth environment.
• Willingness to travel up to 25% for customer meetings, team events, and company programs.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field (MBA preferred).

Preferred Qualifications

• Experience leading CS teams for enterprise or upmarket SaaS customers.
• Managed portfolios between $15M and $20M in ARR.
• Background in MarTech, AdTech, SalesTech, or Revenue Technology.
• Familiarity with brighthush platform, Salesforce, Gainsight, and other CS technologies.
• Track record of scaling CS organizations, teams, and operating models.
• Experience working in a high‑growth startup or scale‑up environment.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Leadership
• Data Analysis & Insight Generation
• Change Management & Process Improvement
• Executive Presence & Stakeholder Management
• Coaching & Talent Development
• Collaboration Across Functions
• Adaptability & Resilience
• Project Management & Prioritization
• Technology Fluency & Tool Adoption

Career Growth & Learning Opportunities

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

• brighthush Learning and internal knowledge hubs.
• Quarterly wellness and self‑care sessions.
• Mentorship programs with senior leaders.
• Opportunities to lead cross‑functional initiatives and product roadmap discussions.
• Clear career pathways from Manager to Director and beyond.
• Annual leadership development workshops and conferences.
• Access to industry certifications and training programs.

Work Environment & Culture

Our culture thrives on:

• Team Player – Win as One Team.
• Growth Mindset – Stay Curious.
• Integrity – Do The Right Thing.
• Ownership – Own the Outcome.
• Belonging – Create Belonging.

We celebrate diversity, encourage innovation, and provide a flexible work environment that balances remote and in‑office collaboration. Our remote‑first approach means you can work from anywhere while staying connected through regular virtual huddles, town halls, and team‑building events.

Compensation & Benefits

Base Salary Range: $113,400 – $150,100 (annual, commensurate with experience and location)

In addition to a competitive base, you’ll be eligible for:

• Performance‑based bonus program.
• Equity options (subject to board approval).
• Comprehensive health insurance (medical, dental, vision).
• Life and disability coverage.
• 401(k) with employer match.
• Paid holidays, self‑care days, and generous PTO.
• Paid parental leave.
• Remote work flexibility and equipment stipend.
• Wellness stipend and mental health resources.
• Professional development budget.

Equal Opportunity & Privacy

brighthush is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, or disability.

California residents: California Recruitment Privacy Notice and Policy

For any questions about accommodations or the application process, please contact [email protected].

Ready to Make an Impact?

If you’re passionate about building high‑performing teams, delivering exceptional customer outcomes, and scaling a world‑class Customer Success organization, we want to hear from you. Join brighthush and help shape the future of marketing technology while advancing your career in a supportive, innovative environment.