Senior Global Customer Success Manager – Retention & Growth Champion at brighthush

About brighthush

brighthush is not just a technology company; it’s a catalyst for digital transformation across the globe. With a portfolio that spans cloud infrastructure, advanced data analytics, and AI‑powered automation, we empower businesses to unlock the full potential of their digital ecosystems. Our solutions are engineered to deliver measurable impact, enabling clients in finance, e‑commerce, healthcare, and beyond to thrive in an ever‑evolving marketplace.

At brighthush, we believe that success is a shared journey. That’s why we invest heavily in our people, fostering a culture of curiosity, collaboration, and relentless improvement. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a place where your ideas are heard, your growth is accelerated, and your contributions make a real difference.

Role Overview

We are seeking an experienced, results‑driven Senior Global Customer Success Manager to lead and scale brighthush’s global Customer Success team. In this pivotal role, you will be the champion of customer retention, revenue expansion, and operational excellence. You will work closely with cross‑functional partners—including Sales, Product, Engineering, and Marketing—to create a seamless, high‑impact experience for our customers across all regions.

As a remote‑first organization, you will collaborate with teammates and stakeholders across multiple time zones, leveraging digital tools and agile practices to maintain alignment and drive outcomes. Your leadership will shape the future of our Customer Success function, ensuring that brighthush continues to deliver world‑class service and unlock new growth opportunities.

Key Responsibilities

• Strategic Leadership: Build, mentor, and inspire a high‑performing global Customer Success team, setting clear goals, KPIs, and performance standards that align with brighthush’s business objectives.
• Retention & Expansion: Design and execute proactive retention strategies, including health‑score monitoring, renewal planning, and upsell/cross‑sell initiatives that drive revenue growth and reduce churn.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating feedback into actionable insights for product development, service enhancements, and process improvements.
• Operational Excellence: Oversee day‑to‑day operations of the Customer Success team, ensuring efficient ticket resolution, knowledge‑base updates, and quality assurance across all support channels.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align on go‑to‑market strategies, product launches, and customer success initiatives that maximize value.
• Data‑Driven Decision Making: Leverage analytics and reporting tools to track customer health, usage patterns, and satisfaction metrics, providing regular insights to senior leadership.
• Process & Tool Optimization: Continuously evaluate and refine Customer Success workflows, adopting new technologies and best practices to improve efficiency and scalability.
• Talent Development: Identify skill gaps, design training programs, and foster a culture of continuous learning and professional growth within the team.
• Global Perspective: Navigate cultural nuances and regional market dynamics to deliver tailored customer experiences that resonate with diverse audiences.

Essential Qualifications

• Minimum of 5 years of experience in customer‑facing roles, with at least 2 years in a leadership capacity within a high‑volume support or customer success environment.
• Proven track record of driving retention, renewal, and expansion metrics in a SaaS or technology‑centric organization.
• Strong analytical mindset, with proficiency in using CRM, CSAT, NPS, and other customer success metrics to inform strategy.
• Excellent communication skills—both written and verbal—across all levels of the organization and with customers worldwide.
• Experience managing remote or distributed teams, with a demonstrated ability to build cohesion and accountability across time zones.
• Deep understanding of customer success frameworks (e.g., Customer Success Manager, Onboarding, Adoption, Renewal) and the ability to implement them at scale.
• Proficiency in tools such as Salesforce, Gainsight, Zendesk, or similar platforms.
• Strong problem‑solving skills, with the ability to navigate complex customer issues and turn challenges into opportunities.

Preferred Qualifications

• Experience in the fintech, e‑commerce, or digital banking sectors, where rapid innovation and regulatory compliance are critical.
• Background in data science or analytics, with the ability to build predictive models for churn and upsell opportunities.
• Multilingual capabilities, especially in English and at least one other major language (e.g., Spanish, French, Mandarin).
• Certifications in Customer Success Management, Project Management (PMP, Scrum), or related disciplines.
• Prior involvement in scaling a Customer Success function from a small team to a global operation.

Skills & Competencies

• Leadership & Influence: Ability to inspire, coach, and motivate a diverse team while driving accountability.
• Strategic Thinking: Visionary mindset that aligns customer success initiatives with broader business goals.
• Customer‑Centricity: Deep empathy for customer needs, coupled with a proactive approach to problem resolution.
• Data Literacy: Comfortable working with large datasets, deriving insights, and presenting findings to stakeholders.
• Adaptability: Thrives in a fast‑paced, constantly evolving environment, quickly pivoting priorities as needed.
• Collaboration: Strong interpersonal skills that foster cross‑functional teamwork and partnership.
• Process Orientation: Expertise in designing, documenting, and optimizing processes for scalability.
• Communication: Clear, concise, and persuasive communication across all mediums.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Comprehensive learning paths, including certifications in Customer Success, Product Management, and Data Analytics.
• Regular hackathons, innovation labs, and cross‑functional projects that allow you to experiment and showcase your ideas.
• Global mobility options, enabling you to work from any of our international hubs or from the comfort of your home.
• Annual performance reviews that focus on growth, skill acquisition, and career trajectory.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and inclusivity. Our remote‑first culture means you can work from anywhere while staying connected through:

• Weekly all‑hands meetings that keep everyone aligned on vision and progress.
• Monthly virtual coffee breaks and team‑building activities that foster camaraderie.
• Digital collaboration tools (Slack, Teams, Miro) that enable real‑time communication and brainstorming.
• Flexible work hours that respect personal commitments and promote work‑life balance.
• A commitment to mental health, with access to counseling services, wellness programs, and mindfulness resources.

Compensation & Benefits

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

• Base salary commensurate with market standards and your expertise.
• Performance‑based bonuses tied to individual, team, and company metrics.
• Equity or stock‑option plans that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development budget for courses, conferences, and certifications.
• Wellness stipend covering gym memberships, meditation apps, or home office equipment.

How to Apply

If you are passionate about driving customer success at scale, thrive in a dynamic, remote environment, and want to make a tangible impact on a global stage, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

Join brighthush and become a catalyst for customer delight, revenue growth, and operational excellence. Your journey to shaping the future of customer success starts here.