Senior Manager, Pooled Customer Success & Retention Strategy – Enterprise Growth & Loyalty Champion for Scalable, High‑Impact Customer Success at brighthush

About brighthush

brighthush is a trailblazer in the digital infrastructure arena, redefining how enterprises manage and optimize their networks. By fusing advanced artificial intelligence with intelligent automation, our Intelligent Network Operations platform delivers self‑healing, agentic network management that scales effortlessly. This empowers organizations to focus on their core mission—innovation—while we handle the complexities of network reliability, security, and agility.

We are more than a technology vendor; we are a catalyst for transformation. Our mission is to simplify the most intricate aspects of network operations, making them transparent, cost‑effective, and effortlessly scalable. With brighthush, customers can grow without the operational headaches that traditionally accompany expansion, enabling them to accelerate time‑to‑market and maintain a competitive edge.

Why brighthush?

At brighthush, we believe that the best outcomes arise when people feel trusted, heard, and supported. Our culture is anchored in three core pillars:

• Trust – Empowerment, autonomy, and accountability at every level.
• Collaboration – Cross‑functional teamwork that dissolves silos and drives collective success.
• Innovation – A relentless commitment to experimentation, learning, and continuous improvement.

With teams distributed across the globe, we nurture an environment where diverse perspectives thrive and every voice can shape the future of network operations.

Role Overview

As the Senior Manager, Pooled Customer Success & Retention Strategy, you will spearhead a high‑performing squad of 4 to 7 Customer Success Managers (CSMs) who collectively own a portfolio of enterprise customers. Your mandate is to design and execute a scalable, repeatable model that delivers measurable value across many accounts without relying on one‑to‑one relationships. This role blends operational excellence, strategic thinking, and coaching to drive retention, expansion, and customer delight at volume.

Key Responsibilities

1. Team Leadership & Talent Development

• Coach, mentor, and inspire a dynamic team of pooled CSMs, cultivating a culture of accountability, collaboration, and continuous improvement.
• Design workload distribution, queue coverage, and capacity planning to ensure every customer segment receives timely attention.
• Conduct regular portfolio reviews, renewal risk assessments, and performance check‑ins to keep the team aligned with business goals.
• Mentor CSMs on rapid discovery, efficient conversation techniques, and value‑driven interactions that maximize impact in fewer touchpoints.
• Recruit, onboard, and nurture talent suited to a fast‑moving, high‑volume environment, ensuring a strong pipeline of future leaders.
• Champion a growth mindset by encouraging experimentation, learning from failures, and celebrating successes.

2. Driving Measurable Customer Value at Scale

• Operationalize the Customer Value Framework through standardized playbooks, eliminating bespoke plans and ensuring consistency across the portfolio.
• Guarantee that every customer receives structured lifecycle coverage: onboarding confirmation, adoption checkpoints, and pre‑renewal reviews.
• Define clear value milestones and outcome criteria that apply uniformly, linking product adoption to tangible business results.
• Monitor portfolio health signals and direct team focus toward accounts where intervention can change the outcome.
• Leverage data to surface insights on usage patterns, feature adoption, and potential upsell opportunities.

3. Retention, Expansion & Growth Alignment

• Own retention performance for the pooled portfolio, driving renewal readiness and early risk detection.
• Partner closely with Renewals and Sales leadership to shape renewal strategy and expansion routing.
• Ensure CSMs surface new use cases, stakeholders, and expansion signals, handing them off cleanly to the appropriate teams.
• Influence retention strategy through data‑driven insights and repeatable risk mitigation plays.
• Collaborate with Product and Professional Services to align on feature enhancements that drive customer success.

4. Operational Excellence & Scalability

• Define and enforce the operating rhythm for the pool: coverage standards, response expectations, escalation paths, and handoff protocols.
• Maintain rigorous documentation discipline so that account context lives in the system, not in individual memory.
• Ensure CRM and CS tooling accurately reflect account health, engagement history, and renewal status.
• Leverage metrics such as coverage rate, time to first response, adoption, health scores, renewal rates, and expansion ARR to drive performance conversations.
• Identify automation and process improvements that increase capacity without adding headcount.
• Champion a culture of continuous improvement, encouraging the team to propose and test new workflows.

5. Cross‑Functional Leadership

• Serve as the voice of a large and diverse customer population internally, balancing business priorities with customer needs.
• Collaborate with Support, Product, Professional Services, Renewals, and Sales to enhance the journey for customers without dedicated resources.
• Surface systemic risks, adoption blockers, and product feedback trends to senior leadership, using the pool’s volume as an early warning system.
• Contribute to strategic planning for the broader Customer Success organization.
• Represent the Customer Success function in executive meetings, providing insights that shape company strategy.

Essential Qualifications

• 5+ years of experience in B2B SaaS, with a strong focus on customer success or account management.
• 3+ years in a customer success leadership role, managing or leading CSM teams.
• Proven experience operating a pooled, shared, or scaled coverage model, or the ability to build one from scratch.
• Deep understanding of renewal strategy, retention management, and risk identification at volume.
• Track record of designing and improving repeatable plays, playbooks, and operating standards.
• Comfort managing through systems and data rather than individual account relationships.
• Strong analytical mindset, translating portfolio signals into prioritized team action.
• Leadership style grounded in transparency, ownership, and high standards.

Preferred Qualifications

• Experience in the network operations or cybersecurity space.
• Familiarity with AI‑driven operational platforms and agentic automation.
• Advanced proficiency in CRM and CS tooling (e.g., Salesforce, Gainsight, HubSpot).
• Background in data analysis tools (SQL, Python, Tableau).
• Experience with global, distributed teams and cross‑regional coordination.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Coaching & Talent Development
• Process Design & Optimization
• Customer‑Centric Mindset
• Cross‑Functional Collaboration
• Change Management
• Strong Communication & Presentation Skills

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a senior manager, you’ll have the chance to:

• Progress into Director or VP roles within Customer Success or broader Customer Experience functions.
• Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and customer journey design.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access a generous learning budget for certifications, courses, and workshops that align with your career goals.
• Take ownership of high‑impact projects that influence the entire organization.

Work Environment & Company Culture

Our culture is built on three pillars: Trust, Collaboration, and Innovation. You’ll find:

• A globally distributed team that values diverse perspectives and inclusive decision‑making.
• Transparent communication channels, from weekly town halls to real‑time Slack communities.
• Flexible work arrangements, including remote, hybrid, and on‑site options to support work‑life balance.
• Regular team‑building events, hackathons, and wellness initiatives that foster camaraderie and creativity.
• A commitment to continuous learning, with access to industry thought leaders and internal knowledge hubs.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base salary range: $125,000 – $155,000 USD per year.
• Discretionary bonus plan tied to individual and team performance.
• Comprehensive medical, dental, and vision coverage.
• Tax‑advantaged accounts (HSA, FSA) and a generous Lifestyle Spending Account (LSA).
• 401(k) plan with company matching.
• Paid parental leave, vacation, personal, and wellness days.
• Annual learning and development budget.
• Access to an annual bonus program and other incentive plans.

Equal Opportunity & Diversity

brighthush is an Equal Opportunity Employer committed to inclusion and diversity. We actively pursue employment and advancement opportunities for all applicants, including minorities, women, protected veterans, and individuals with disabilities. We do not discriminate or retaliate against applicants who inquire about, disclose, or discuss compensation.

How to Apply

Ready to make a lasting impact on the future of network operations? Submit your application through our careers portal or click the link below. We look forward to learning how your experience and vision align with brighthush’s mission.

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Closing

Join us at brighthush and become part of a team that is not only shaping the future of digital infrastructure but also redefining what it means to work in a culture that values people, purpose, and progress. Your talent and dedication can truly thrive here—apply today and help us build the next generation of network excellence.