Senior Principal Customer Success Executive – Strategic Client Success Leadership, Transformation Champion, and AI‑Driven Enterprise Partner

Introduction

brighthush is at the forefront of the digital transformation revolution, delivering AI‑powered solutions that empower enterprises to streamline operations, accelerate innovation, and unlock unprecedented value from their data. Since our founding in 2004, we have grown into a global powerhouse with over 10,000 employees, serving Fortune 500 companies across finance, healthcare, public sector, and technology. Our portfolio spans digital workflow automation, IT service management, and enterprise application development, all designed to help our clients stay ahead in a rapidly evolving marketplace.

We are seeking a visionary Senior Principal Customer Success Executive who thrives in a fast‑paced, remote environment and is passionate about building lasting partnerships with our most strategically important clients. In this role, you will own the post‑sale relationship, champion adoption, and drive transformational outcomes that keep our customers ahead of the curve.

Key Responsibilities

Lead High‑Complexity Transformations

• Own end‑to‑end transformation journeys for our largest, most strategic accounts.
• Align cross‑functional teams, ensuring governance frameworks are followed and milestones met.
• Deliver measurable impact that drives customer success and platform value.
• Act as the single point of escalation for all transformation‑related issues.

Identify and Grow Professional Services Opportunities

• Leverage product roadmaps, value blueprints, and adoption analytics to surface new service opportunities.
• Partner with sales to provide pre‑sales support and secure pipeline growth.
• Develop customized service proposals that align with client business objectives.
• Track and report on the financial performance of professional services engagements.

Craft Executive‑Ready Narratives

• Collaborate with Customer Success Managers and Impact team members to translate customer insights into compelling, data‑driven stories.
• Present findings to C‑suite stakeholders, highlighting ROI, risk mitigation, and strategic alignment.
• Create executive dashboards that provide real‑time visibility into key metrics.

Influence Customer Strategy

• Work closely with senior executives to shape organizational strategy and identify emerging trends.
• Align delivery approaches with evolving market demands and industry best practices.
• Provide industry‑specific thought leadership that positions brighthush as a trusted advisor.

Drive Operational Excellence

• Standardize delivery methodologies, enforce governance and quality standards.
• Interface with Delivery teams to ensure consistent, high‑quality outcomes.
• Implement continuous improvement initiatives that reduce cycle time and increase customer satisfaction.

Advocate for Product Evolution

• Build relationships with brighthush product leaders, sharing customer insights.
• Mentor peers on transformation best practices to influence future roadmap decisions.
• Champion new features that address unmet customer needs.

Mitigate Risk and Prevent Churn

• Proactively identify risk factors, develop mitigation plans, and take decisive action to protect customer relationships and revenue.
• Conduct quarterly health checks and risk assessments.
• Escalate critical issues to executive leadership when necessary.

Collaborate with Sales for Adoption & Retention

• Define and execute product adoption strategies, retention plans, and renewal initiatives.
• Work with Sales to identify upsell and cross‑sell opportunities.
• Provide feedback to Sales on market trends and customer pain points.

Governance & SLA Management

• Provide prescriptive guidance on project governance and help customers establish appropriate models.
• Address SLA breaches with timely, effective solutions.
• Maintain documentation and audit trails for all engagements.

Elevate Customer Satisfaction

• Continuously improve overall customer experience and internal stakeholder satisfaction through data‑driven insights and proactive engagement.
• Implement Net Promoter Score (NPS) initiatives and track improvement over time.
• Champion a culture of customer obsession across all teams.

Essential Qualifications

• 15+ years of client‑facing experience in account management, consulting, or transformation leadership.
• Deep expertise in leading complex, cross‑functional transformation initiatives within large enterprises.
• Proven track record of influencing senior executives and driving strategic outcomes.
• Strong project management skills; PMP or equivalent certification preferred.
• Experience in AI integration – from conceptualization to deployment – and a critical understanding of how AI can enhance business processes.
• Exceptional communication, presentation, and storytelling abilities, especially when addressing C‑suite audiences.
• Hands‑on experience with IT strategy, operations, security, HR, and customer service management domains.
• Demonstrated success in identifying and closing professional services opportunities.
• Ability to navigate complex governance frameworks and ensure adherence to quality standards.

Preferred Qualifications

• Experience in the public sector, financial services, or healthcare industries.
• Background in enterprise application development or platform engineering.
• Prior experience leading global, remote teams.
• Advanced knowledge of IT portfolio, program, and project management (IPPM) frameworks.
• Strong analytical skills with proficiency in data visualization tools (e.g., Tableau, Power BI).
• Fluency in a second language is a plus.

Core Competencies & Skills

• Strategic Thinking – Ability to see the big picture, anticipate market shifts, and translate vision into actionable plans.
• Customer‑Centric Mindset – Deep empathy for client challenges and a relentless focus on delivering measurable value.
• Influence & Negotiation – Skilled at building trust, negotiating complex deals, and securing executive buy‑in.
• Change Management – Expertise in guiding organizations through cultural and operational change.
• Data‑Driven Decision Making – Proficiency in using analytics to uncover insights, measure impact, and drive continuous improvement.
• Collaboration & Team Leadership – Proven ability to lead cross‑functional teams, mentor peers, and foster a culture of excellence.
• Technical Acumen – Comfortable discussing technology roadmaps, integration strategies, and AI capabilities with both technical and non‑technical stakeholders.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem:

• Access to a curated library of courses, certifications, and industry conferences.
• Mentorship programs pairing you with senior leaders across the organization.
• Opportunities to lead high‑visibility projects that shape the future of our platform.
• Clear career pathways from Senior Principal Customer Success Executive to Director of Customer Success or VP of Client Experience.
• Regular performance reviews and personalized development plans to accelerate your growth.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative community:

• Flexible work hours that respect work‑life balance.
• Monthly virtual town halls, hackathons, and cross‑team knowledge‑sharing sessions.
• Inclusive, diverse, and supportive environment that celebrates individuality.
• Access to cutting‑edge tools and technologies that enable you to deliver exceptional customer outcomes.
• Regular virtual coffee chats and informal meet‑ups to build camaraderie across teams.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Variable incentive component tied to individual and company performance.
• Equity options (when applicable) to share in the company’s long‑term success.
• Comprehensive health plans, including medical, dental, and vision coverage.
• Flexible spending accounts and wellness programs.
• 401(k) plan with company match and Employee Stock Purchase Plan (ESPP).
• Generous paid time off, flexible vacation policy, and family leave programs.
• Matching charitable donations and volunteer time off.
• Professional development stipend and tuition reimbursement.

How to Apply

If you’re ready to lead transformative customer journeys, influence executive strategy, and drive measurable impact at a global technology leader, we want to hear from you. Submit your application through the link below and join the brighthush team where innovation meets customer success.