Senior Manager, Customer Success – Upmarket Portfolio Leadership – Remote (United States) – at brighthush

About brighthush

brighthush is a trailblazing SaaS company at the forefront of the MarTech, AdTech, and Revenue Technology landscape. Our mission is simple yet powerful: to multiply what matters for our customers—growth, retention, and operational efficiency—by delivering data‑driven insights that transform how businesses identify, engage, and convert buyers. With a culture built on curiosity, integrity, and a relentless focus on customer value, brighthush empowers teams to innovate, collaborate, and thrive in a fast‑moving industry.

Role Overview

As the Senior Manager, Customer Success – Upmarket Portfolio Leadership, you will helm a high‑performing team of 7–8 Customer Success Managers (CSMs) responsible for a portfolio of upmarket clients with annual contract values ranging from $100 K to $500 K. Together, you will manage a combined Annual Recurring Revenue (ARR) of approximately $15 M–$20 M. Your leadership will drive customer retention, adoption, and value realization while fostering a culture of accountability, continuous improvement, and customer‑centricity.

Why brighthush?

• Opportunity to shape the future of Customer Success in a rapidly scaling organization.
• Collaborate with cross‑functional leaders in Sales, Product, Professional Services, Support, Marketing, and Revenue Operations.
• Access to a world‑class learning ecosystem, including the brighthush Learning platform and quarterly wellness sessions.
• Competitive compensation, performance bonuses, and potential equity participation.
• Inclusive, growth‑mindset culture that celebrates diversity, equity, and belonging.

Key Responsibilities

Lead and Develop a High‑Performing Team

• Coach, mentor, and empower 7–8 CSMs to exceed retention, adoption, and satisfaction targets.
• Establish clear operating rhythms—weekly huddles, monthly performance reviews, and quarterly career development plans.
• Drive a culture of accountability by setting measurable goals, tracking progress, and celebrating wins.
• Recruit, onboard, and nurture top talent, ensuring a robust succession pipeline.
• Facilitate regular knowledge sharing sessions to elevate team expertise and best practices.

Drive Customer Success Outcomes

• Own the end‑to‑end customer journey for upmarket accounts, ensuring high Gross Revenue Retention (GRR) and low churn.
• Guide CSMs in crafting account strategies, executive stakeholder engagement plans, and renewal roadmaps.
• Implement proactive risk mitigation tactics—health score monitoring, early warning alerts, and targeted outreach.
• Collaborate with Sales leadership to align on growth opportunities, upsell/cross‑sell initiatives, and strategic account planning.
• Champion executive business reviews (EBRs) and quarterly business reviews (QBRs) to reinforce value and secure renewals.

Drive Operational Excellence

• Own forecasting accuracy, renewal inspections, and portfolio health reviews.
• Standardize success plan execution, ensuring consistency across all accounts.
• Leverage data analytics to uncover trends, identify improvement levers, and inform decision‑making.
• Champion process automation and tool adoption to increase efficiency and scalability.
• Lead initiatives that enhance forecast precision, reduce churn, and elevate customer outcomes.

Partner Across the Business

• Act as the voice of the customer, advocating for their needs in product roadmaps and service enhancements.
• Collaborate with Product, Professional Services, and Support to deliver seamless, world‑class experiences.
• Contribute to strategic initiatives focused on retention, adoption, and operational scale.
• Help shape the evolution of Customer Success programs, operating models, and best‑practice frameworks.

Essential Qualifications

• 5+ years of people‑leadership experience managing customer‑facing teams within a SaaS environment.
• 8+ years of progressive experience in Customer Success, Account Management, Consulting, or Professional Services.
• Proven track record of building, developing, and retaining high‑performing teams.
• Deep understanding of SaaS business metrics—GRR, churn, forecasting, customer health, and product adoption.
• Experience coaching teams on executive engagement, account strategy, value realization, and risk management.
• Exceptional communication, coaching, and leadership skills.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Comfortable leveraging AI‑powered tools and workflows to enhance productivity and customer insights.
• Ability to thrive in a fast‑paced, high‑growth environment.
• Willingness to travel up to 25% for customer meetings, team events, and company programs.

Preferred Qualifications

• Experience leading Customer Success teams for enterprise or upmarket SaaS customers.
• Experience managing portfolios between $15 M and $20 M in ARR.
• Background in MarTech, AdTech, SalesTech, Revenue Technology, or related B2B SaaS sectors.
• Familiarity with customer success technologies such as brighthush, brighthush, brighthush, and brighthush.
• Demonstrated success in scaling Customer Success organizations, teams, and operating models.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Leadership
• Data‑ Apply for this job