Senior Manager – Customer Success & Renewals Strategy, AI‑Powered Global Retention & Expansion Champion, Driving Customer Experience Excellence at brighthush

About brighthush – Pioneering the Digital Future

brighthush is more than a technology provider; we are a catalyst for transformation across industries. From enterprise software to public sector solutions, we empower organizations to harness the power of AI, data analytics, and cloud to unlock new growth avenues. Our culture is built on curiosity, continuous learning, and bold experimentation, ensuring every solution we deliver is cutting‑edge and tightly aligned with our clients’ strategic objectives. When you join brighthush, you become part of a forward‑thinking ecosystem that values collaboration, innovation, and measurable impact.

Why brighthush is the Future of Digital Transformation

In a world where digital disruption is the norm, companies need more than software – they need a partner that can translate technology into real, measurable business impact. brighthush sits at the intersection of AI, data analytics, and customer‑centric strategy. Our teams are fluent in AI, cloud, and industry‑specific solutions, enabling us to deliver personalized, scalable, and sustainable outcomes for our clients. By joining brighthush, you become part of a culture that celebrates curiosity, continuous learning, and bold experimentation. We are not just keeping pace with technology; we are setting the pace, driving innovation that transforms how businesses operate and deliver value to their customers.

Position Overview

As the Senior Manager of Customer Success and Renewals, you will be the strategic architect and operational leader who unites the Customer Success and Renewals functions into a single, high‑impact motion. You will design and execute a future‑proof vision that aligns the Customer Success lifecycle (Land, Adopt, Expand, Retain) with the Renewals lifecycle (Forecast, Quote, Negotiate, Close, Retain). Your leadership will drive retention, expansion, and profitability while fostering a culture of innovation, data‑driven decision making, and AI adoption. You will be the voice of the customer within brighthush, ensuring that every touchpoint delivers exceptional value and that our clients feel heard, supported, and empowered to achieve their goals.

Key Responsibilities

• Strategic Vision & Execution – Define and champion the integrated Customer Success & Renewals strategy, ensuring alignment with brighthush’s overall growth objectives and long‑term vision. Translate high‑level goals into actionable roadmaps that guide cross‑functional teams.
• Financial Stewardship – Own the financial performance of the unit, managing budgets, forecasting, and KPI dashboards that track adoption, renewal rates, churn, and expansion. Translate data into actionable insights that drive profitability and support business planning.
• AI & Digital Enablement – Lead the adoption of AI tools and digital workflows, prioritizing use cases that enhance customer health scoring, renewal forecasting, and team productivity. Champion responsible, compliant AI use across the organization.
• Data‑Driven Insight – Leverage telemetry, entitlement, and renewal data to inform segmentation, account planning, and proactive engagement strategies. Build predictive models that anticipate customer needs and mitigate churn.
• Talent Development – Recruit, coach, and retain high‑performing Customer Success and Renewals managers. Foster a culture of continuous improvement, professional growth, and peer learning.
• Stakeholder Collaboration – Partner with Sales, OEM, Partner, and Finance teams to align pricing, quoting, and negotiation strategies that protect margin while delivering value. Act as a liaison between customer‑facing teams and executive leadership.
• Process & Best Practices – Champion continuous quality improvement, ensuring best practices are embedded across the customer lifecycle. Drive the implementation of standardized processes that scale with growth.
• Brand & Value Advocacy – Represent brighthush’s values (The brighthush Way) in all interactions, building trust and rapport with customers and internal stakeholders. Serve as a brand ambassador at industry events and conferences.

Essential Qualifications

• Bachelor’s degree in Business Management, Marketing, or a related field (or equivalent experience).
• 10+ years of experience in technology services or solutions, with a proven track record in Customer Success, Renewals, or related lifecycle functions.
• 3+ years of leadership experience managing Customer Success and Renewals teams, including direct oversight of subscription or contract management functions.
• Deep understanding of the customer and subscription lifecycle, including health scoring, adoption metrics, renewal forecasting, churn mitigation, and expansion tactics.
• Strong financial acumen: ability to analyze performance data, manage KPIs, and translate insights into actionable strategies.
• Proficiency with AI tools (Copilot, Cowork, Section Coach) and experience guiding teams on responsible, compliant AI use.
• Exceptional executive‑level communication, presentation, and influencing skills.
• Demonstrated ability to lead through complexity, manage high‑stress workloads, and coordinate cross‑functional initiatives.
• Willingness to travel up to 50% of the time.

Preferred Qualifications

• Experience with advanced or emerging technologies in a technology services environment.
• Customer Success Management certification(s) (e.g., CSM, CSMP).
• Prior experience defining and deploying an AI or digital adoption strategy within a customer‑facing organization.
• Background in subscription‑based business models and contract lifecycle management.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making & Analytics
• Financial Management & Forecasting
• AI & Digital Transformation Enablement
• Customer‑Centric Mindset & Relationship Building
• Team Coaching & Talent Development
• Cross‑Functional Collaboration & Influence
• Change Management & Continuous Improvement
• Excellent Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both challenging and rewarding. As Senior Manager, you will:

• Progress to Director or VP roles within Customer Success, Renewals, or broader Customer Experience functions.
• Participate in executive leadership development programs, including mentorship from senior leaders and exposure to global strategy initiatives.
• Lead cross‑functional projects that shape the future of AI integration across the organization.
• Attend industry conferences, workshops, and training sessions to stay at the forefront of technology trends.
• Earn certifications and credentials that enhance your professional portfolio.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and innovation. We celebrate diversity, encourage open dialogue, and empower employees to take ownership of their work. Our remote‑first model provides flexibility, while regular virtual and in‑person gatherings foster connection and teamwork. We believe that the best ideas emerge when people feel safe to experiment, learn from failure, and iterate quickly. Our leadership team is approachable, and we maintain a flat hierarchy that encourages idea sharing at all levels. We celebrate successes together and learn from challenges as a unified team.

Compensation & Benefits

Base Salary: Competitive range based on experience and skill set. Annual Bonus Target: 20–30% of base salary, aligned with company and individual performance. Benefits: Comprehensive health, dental, and vision coverage; 401(k) with company match; paid time off; parental leave; wellness programs; professional development stipend; and more. For a detailed benefits overview, visit brighthush Benefits Portal.

Our Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate the unique perspectives that each individual brings and are committed to creating an inclusive environment where everyone can thrive. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, or any other protected characteristic. We actively seek to build a workforce that reflects the communities we serve and fosters innovation through diverse viewpoints.

Ready to Make an Impact?

If you are a visionary leader who thrives on driving customer success, mastering AI integration, and building high‑performing teams, we want to hear from you. Join brighthush and help us shape the future of technology solutions while delivering exceptional value to our customers. Your expertise will directly influence the growth trajectory of our organization and the success of our clients worldwide.

Apply Today and become part of a team that is dedicated to making amazing happen.