Senior Mid-Market Customer Success Manager – German Speaking – Championing Retention, Expansion, and Compliance Excellence for European Enterprises

About brighthush

At brighthush, we are redefining how modern businesses navigate the complex landscape of security compliance. Our mission is simple yet ambitious: to automate ISO 27001, GDPR, TISAX, SOC 2, and other critical frameworks so that companies can focus on growth rather than paperwork. By turning compliance into a seamless, data‑driven process, we help our customers reduce hundreds of hours of manual work and achieve audit readiness in record time.

brighthush operates as a fully remote, high‑performing team with virtual hubs in Munich, Berlin, and London. We pride ourselves on a culture of ownership, execution, and continuous learning. Our recent $12 M Series A round, backed by leading venture capital firms, has positioned us as the European leader in compliance automation.

Why Join brighthush?

As a rapidly scaling SaaS company, brighthush offers a unique blend of startup agility and the stability of a well‑funded organization. You’ll work alongside passionate professionals who are eager to push the boundaries of what compliance can look like in the digital age. Our remote-first model means you can work from anywhere in Germany, Austria, Poland, the UK, or Turkey—provided you speak German at a C1 or C2 level.

About the Role

We are seeking a seasoned Mid‑Market Customer Success Manager to own and grow a portfolio of high‑value, complex customers in the DACH region. This role sits between SMB and mid‑market, giving you the opportunity to shape the customer experience for larger accounts while maintaining the hands‑on, high‑touch approach that defines our success culture.

As a key member of the Customer Success team, you will be responsible for end‑to‑end customer outcomes: from onboarding and implementation to renewal, expansion, and long‑term value creation. Your commercial acumen and deep understanding of compliance frameworks will directly influence our Net Revenue Retention (NRR) and help scale brighthush’s mid‑market motion.

Key Responsibilities

• Portfolio Ownership: Own a curated list of mid‑market accounts, ensuring you are fully accountable for renewals, expansions, and overall customer health.
• Implementation Leadership: Guide customers through the full implementation of compliance frameworks, from initial onboarding to audit readiness, ensuring they can translate structured policies into actionable, auditable processes.
• Strategic Account Planning: Build and maintain detailed account plans for priority customers, outlining goals, milestones, and risk mitigation strategies.
• Renewal & Expansion Management: Run structured renewal cycles, including pricing negotiations, scope adjustments, and procurement discussions. Proactively identify upsell opportunities and drive them to close.
• Quarterly Business Reviews (QBRs): Deliver compelling QBRs that highlight outcomes, next steps, and strategic insights, reinforcing your role as a trusted compliance partner.
• Value Translation: Translate complex security and compliance topics into clear business value propositions that resonate with stakeholders at all levels.
• Data‑Driven Decision Making: Maintain accurate account health metrics, renewal forecasts, and expansion pipelines in HubSpot, ensuring visibility across the organization.
• Process & Playbook Development: Create and refine playbooks, templates, and scalable CS processes that can be replicated across the team.

Essential Qualifications

• 4+ years of experience as a Customer Success Manager in a B2B SaaS environment, ideally within seed to Series B stage companies.
• Demonstrated ownership of renewals and expansion, with a proven track record of delivering strong NRR in mid‑market or up‑market accounts.
• Experience managing longer sales cycles, complex stakeholder ecosystems, and high‑expectation customers.
• Comfortable handling tough renewal and commercial conversations, with a consultative, solution‑selling mindset.
• Strong commercial acumen: you consider expansion opportunities in every customer interaction.
• Excellent communication skills in German (C2) and English, with the ability to distill technical compliance concepts into clear, business‑oriented narratives.
• Highly structured and process‑driven, even in fast‑moving, ambiguous environments.
• Self‑motivated and comfortable operating autonomously within an early‑stage company.

Preferred Qualifications

• Exposure to compliance, information security, risk, or GRC topics.
• Experience building or improving CS processes and tooling from scratch.
• Background in the European compliance market, with a deep understanding of regional regulations and audit requirements.

Skills & Competencies

• Customer‑Centric Mindset: You put the customer’s success at the core of everything you do.
• Strategic Thinking: You can see the big picture while managing day‑to‑day details.
• Analytical Proficiency: You leverage data to drive decisions and forecast outcomes.
• Stakeholder Management: You build strong relationships across technical, operational, and executive levels.
• Communication & Storytelling: You translate complex compliance jargon into compelling business stories.
• Adaptability: You thrive in a fast‑paced, evolving environment.
• Collaboration: You work seamlessly with Sales, Product, Engineering, and Marketing to deliver a unified customer experience.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Mid‑Market Customer Success Manager, you will:

• Progress into senior leadership roles such as Director of Customer Success or Head of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in mentorship programs with senior executives and industry experts.
• Access a €1,000 annual personal development budget for courses, certifications, or conferences.
• Benefit from a culture that encourages experimentation, learning from failure, and celebrating successes.

Work Environment & Culture

brighthush is a 100% remote organization that values flexibility, transparency, and accountability. Our culture is built on:

• Ownership: Every team member is empowered to make decisions that impact our customers and the business.
• Collaboration: We use virtual office tools like Gather to create informal spaces for brainstorming, coffee chats, and spontaneous collaboration.
• Continuous Improvement: We regularly review processes, gather feedback, and iterate to deliver the best customer experience.
• Inclusivity: We celebrate diverse perspectives and foster an environment where everyone feels heard.

Compensation & Benefits

While specific figures are tailored to individual experience and location, brighthush offers:

• Competitive Salary: Local market rates that are at or above industry standards.
• Equity Package: Generous stock options that align your success with the company’s growth.
• Health Insurance: Comprehensive coverage for you and your family.Apply for this job