Senior Manager, Customer Success – Leading Growth & Retention at brighthush (Remote)

About brighthush

brighthush is a forward‑thinking technology powerhouse that delivers secure, reliable managed and advisory services across private, public, and hybrid cloud environments. With a mission to empower businesses to thrive in the digital age, we blend cutting‑edge cloud solutions with world‑class customer experience. Our culture is built on collaboration, innovation, and a relentless focus on client success. As a rapidly expanding organization, we’re looking for leaders who can help us scale our impact while maintaining the personal touch that sets us apart.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑growth team that values creativity, data‑driven decision making, and continuous learning. We offer:

• Competitive salary and performance‑based bonuses
• Comprehensive health, dental, and vision plans
• Unlimited paid time off and flexible work arrangements
• Generous 401(k) match and retirement planning resources
• Professional development budget and access to industry conferences
• Inclusive, collaborative culture that celebrates diversity and encourages open dialogue
• State‑of‑the‑art remote work tools and a fully supported home office stipend

Position Overview

As the Senior Manager, Customer Success at brighthush, you will lead a high‑performing team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs) to drive adoption, retention, and expansion across our global client base. You will partner closely with Sales, Product, and Engineering to shape the customer journey, ensuring that every touchpoint delivers measurable value. Your strategic vision and hands‑on leadership will directly influence our Net Revenue Retention (NRR) and Customer Lifetime Value (CLV) metrics.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and scale a world‑class Customer Success team. Set clear performance expectations, conduct regular coaching sessions, and foster a culture of continuous improvement.
• Customer Outcomes & Growth: Own the end‑to‑end customer lifecycle. Develop and execute strategies that increase product adoption, reduce churn, and identify upsell opportunities.
• Retention & Expansion: Drive proactive retention initiatives, including health checks, renewal planning, and expansion workshops. Collaborate with Sales to identify cross‑sell and upsell opportunities.
• Strategic Partnerships: Serve as the primary advocate for key accounts, building deep relationships with C‑suite executives and technical leads.
• Data‑Driven Decision Making: Leverage analytics to track CS metrics (CSAT, NPS, NRR, churn rate). Translate insights into actionable plans and report progress to senior leadership.
• Process & Tool Optimization: Continuously refine CS processes, playbooks, and automation. Evaluate and implement new tools to improve efficiency and customer experience.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, Marketing, and Sales to relay customer feedback, influence roadmap decisions, and launch new features.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer conferences. Share best practices and success stories with the broader community.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Computer Science, or related field. Master’s or PhD preferred.
• Minimum of 8 years of progressive experience in Customer Success, Client Services, or Account Management roles.
• At least 3 years of proven management experience, leading teams of 10+ CS professionals.
• Track record of driving customer outcomes, achieving high NRR, and expanding revenue within existing accounts.
• Exceptional communication, negotiation, and presentation skills.
• Strong analytical mindset with proficiency in data analysis tools (e.g., Excel, SQL, Tableau).
• Experience with SaaS or cloud‑based solutions and a deep understanding of the cloud ecosystem.
• Demonstrated ability to work in a fast‑paced, high‑growth environment.

Preferred Qualifications

• Experience in the cloud services or managed services industry.
• Knowledge of security best practices and compliance frameworks (e.g., SOC 2, ISO 27001).
• Proficiency in customer success platforms such as Gainsight, Totango, or similar.
• Background in building and scaling remote teams.
• Experience with customer segmentation and value‑based selling.

Skills & Competencies

• Leadership & Team Building
• Strategic Planning & Execution
• Customer Advocacy & Relationship Management
• Data Analysis & KPI Tracking
• Problem Solving & Decision Making
• Cross‑Functional Collaboration
• Change Management
• Project Management
• Technical Acumen (cloud platforms, APIs, integrations)

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Manager, you will:

• Progress to Director or VP of Customer Success within 2–3 years, based on performance.
• Lead strategic initiatives that shape the future of our customer experience program.
• Participate in leadership development programs, executive coaching, and mentorship.
• Attend industry conferences, workshops, and training sessions to stay ahead of market trends.
• Collaborate with global teams, gaining exposure to diverse markets and cultures.

Work Environment & Culture

brighthush thrives on a culture of transparency, inclusivity, and empowerment. Our remote-first approach means you can work from anywhere while staying connected through:

• Weekly all‑hands meetings and town halls.
• Virtual coffee chats and informal team gatherings.
• Digital collaboration tools (Slack, Teams, Miro).
• Regular feedback loops and performance reviews.
• A commitment to work‑life balance and mental well‑being.

Compensation & Benefits

While specific figures vary based on experience and location, you can expect a competitive base salary, performance bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• Life and disability coverage.
• Retirement savings plan with company match.
• Flexible paid time off and holidays.
• Professional development stipend.
• Home office setup allowance.
• Employee wellness programs.

Ready to Make an Impact?

If you are a visionary leader with a passion for customer success and a proven ability to drive growth, brighthush invites you to join our mission to redefine cloud services. Bring your expertise, your curiosity, and your drive for excellence to a team that values innovation, collaboration, and the relentless pursuit of customer delight.

Apply today and help shape the future of cloud‑based customer success at brighthush.