Senior Manager, Customer Renewals & Retention – Accelerating Growth, Customer Success, and Strategic Partnerships at brighthush

Welcome to brighthush – Where People Power Progress

At brighthush, we’re redefining what it means to manage talent in the modern workplace. Our AI‑driven workforce operating platform gives organizations the clarity, agility, and insight they need to unlock the full potential of their people. From real‑time analytics to predictive engagement tools, brighthush empowers businesses to streamline operations, elevate employee experience, and drive sustainable growth. If you’re passionate about building lasting customer relationships, coaching high‑performing teams, and turning data into action, you’ll find a home here.

Why Your Next Career Move Should Be at brighthush

Every interaction you have at brighthush directly influences the success of our customers and the broader industry. Whether you’re crafting a renewal strategy, coaching a teammate, or refining a forecasting model, your work has tangible impact. We celebrate wins—big and small—through a culture of transparency, collaboration, and continuous learning. At brighthush, your work matters, and so do you.

About the Renewals Team

The Renewals organization is the heartbeat of customer retention. We partner closely with Sales, Customer Success, and Product to ensure our customers continue to realize value from their partnership. As a leader within this team, you will guide a group of Renewal Managers who manage relationships, strategies, and outcomes across a significant portfolio of high‑value accounts.

Role Overview

As the Senior Manager, Customer Renewals & Retention, you will own a focused segment of the renewals business—approximately $125 million to $400 million in annual contract revenue across roughly 2,000 customer renewals. Your responsibilities will blend operational leadership with hands‑on customer engagement, driving renewal performance while fostering a high‑performing, growth‑oriented team.

Key Responsibilities

• Renewal Performance Ownership – Lead your portfolio to meet or exceed renewal rate, linearity, multi‑year attach, and uplift targets.
• Team Leadership & Coaching – Mentor Renewal Managers through regular one‑on‑one sessions, real‑time feedback, and skill development.
• Operating Rhythm Establishment – Implement weekly forecast reviews, monthly business reviews, and other cadence rituals that keep the team aligned.
• Cross‑Functional Collaboration – Partner with Sales and Customer Success leaders to strengthen renewal strategies and ensure seamless handoffs.
• Resource & Context Provision – Ensure Renewal Managers have the tools, data, and support needed to serve customers effectively.
• Escalation Management – Own and resolve escalated customer issues, protecting relationships and recovering opportunities.
• Risk & Opportunity Analysis – Track early indicators of renewal risk, diagnose root causes, and recommend corrective actions.
• Coverage & Prioritization Coaching – Guide managers on coverage strategy, customer prioritization, and engagement approaches.
• Process & Skill Gap Identification – Spot inefficiencies and skill gaps, provide targeted support, and elevate issues to senior leadership when necessary.
• Data‑Driven Decision Making – Leverage performance analytics to inform decisions and communicate insights to leadership.
• Hiring & Onboarding – Recruit, onboard, and accelerate the success of new Renewal Managers.
• Performance Management – Recognize high performers, deliver candid feedback, and address performance concerns fairly.
• Culture Building – Create an environment where people own outcomes, develop as renewal leaders, and become subject‑matter experts.
• Talent Development – Identify and nurture high‑potential Renewal Managers for future leadership or senior individual contributor roles.
• Stakeholder Communication – Build strong relationships with Sales and Customer Success peers, sharing insights, feedback, and operational challenges.

Essential Qualifications

• 5+ years of enterprise SaaS sales or renewals experience.
• 3+ years of managing individual contributors or leading a team of 8+.
• Proven track record of meeting or exceeding individual quota and/or team targets.
• Strong analytical skills with comfort in performance metrics, forecasts, and accountability frameworks.
• Deep understanding of renewal metrics—renewal rates, churn, customer lifecycle, forecasting practices, and deal mechanics.
• Exceptional coaching and people‑leadership abilities, including talent development and performance conversations.
• Excellent communication, interpersonal, and influence skills across all levels.

Preferred Qualifications

• Advanced data literacy—ability to read performance dashboards, identify trends, and diagnose root causes.
• Customer‑first mindset, strong work ethic, and proactive problem‑solving.
• Bachelor’s degree (or equivalent experience).

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Team Coaching & Development
• Cross‑Functional Collaboration
• Customer Relationship Management
• Process Improvement & Operational Excellence
• Change Management & Adaptability
• Communication & Presentation

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As Senior Manager, you will:

• Advance to Director of Renewals or Customer Success, overseeing larger portfolios and shaping company‑wide renewal strategy.
• Take on cross‑functional leadership roles, such as Head of Customer Experience or VP of Revenue Operations.
• Participate in executive‑level strategy sessions, influencing product roadmap and market positioning.
• Access to continuous learning—internal workshops, industry conferences, and a generous tuition reimbursement program.
• Mentorship from senior leaders and a robust peer network across the organization.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and high‑energy environment. We value:

• Transparency and open communication.
• Innovation and a willingness to challenge the status quo.
• Work‑life balance, with flexible remote options and generous paid time off.
• Recognition of achievements—both individual and team.
• Commitment to diversity, equity, and inclusion at every level.

Compensation & Benefits

While the base salary for this role ranges from $83,500 to $119,050, total compensation includes:

• Performance‑based bonus potential.
• Restricted Stock Unit (RSU) awards as part of equity compensation.
• Comprehensive health, dental, and vision plans.
• 401(k) with company match.
• Unlimited paid time off and flexible work arrangements.
• Wellness programs, mental health resources, and employee assistance programs.
• Professional development budget and tuition reimbursement.
• Employee stock purchase plan and other equity benefits.

How to Apply

If you are a results‑driven leader who thrives on building strong customer relationships, coaching high‑performing teams, and driving revenue growth, we want to hear from you. Submit your application through our careers portal and join a company where your work truly matters.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.