Senior Principal Customer Success Manager – Enterprise Account Leadership, Strategic Growth & Customer Advocacy at brighthush
About brighthush
brighthush is a trailblazing SaaS platform that empowers businesses to unlock the full potential of their data, streamline operations, and deliver exceptional customer experiences. With a global footprint spanning North America, Europe, and Asia, we partner with Fortune 500 companies, mid‑market leaders, and fast‑growing startups to transform how they engage with customers, drive revenue, and scale sustainably. Our mission is simple: to make customer success not just a function, but a strategic advantage that fuels growth and innovation.
At brighthush, we believe that the heart of any successful business is its people. That’s why we invest heavily in a culture that celebrates curiosity, collaboration, and continuous learning. Our teams thrive in an environment where ideas are challenged, feedback is candid, and every voice is heard. If you’re passionate about building lasting relationships, driving measurable impact, and shaping the future of customer success, brighthush is the place for you.
Why This Role Matters
The Senior Principal Customer Success Manager is a pivotal role that bridges the gap between our customers and the product, strategy, and support teams. You will be the trusted advisor to our most valuable enterprise accounts, ensuring they achieve their business objectives while uncovering new opportunities for growth. Your influence will shape the direction of our platform, the experience of our customers, and the success of our organization.
Key Responsibilities
- Account Leadership: Own a portfolio of high‑value enterprise customers, driving retention, satisfaction, and expansion. You will be the single point of contact for executive stakeholders and the champion of their success.
- Strategic Advisory: Build and nurture executive‑level relationships, positioning yourself as a trusted business advisor. Conduct quarterly business reviews (QBRs), executive reviews, and value discussions that translate data into actionable insights.
- Product & Adoption Champion: Work closely with product, engineering, and marketing to align customer goals with platform capabilities. Advocate for feature enhancements and roadmap priorities that deliver tangible ROI.
- Growth & Expansion: Identify whitespace opportunities, develop expansion plans, and close upsell deals that contribute to net revenue retention (NRR) and gross revenue retention (GRR).
- Thought Leadership: Create and share best‑practice content, case studies, and customer‑facing resources that position brighthush as a thought leader in customer success and SaaS adoption.
- Voice of the Customer: Act as the internal advocate for customer needs, influencing product development, marketing campaigns, and support processes.
- Team Development: Mentor junior Customer Success Managers (CSMs), share knowledge, and elevate the overall performance of the team.
- Data‑Driven Insight: Analyze usage data, churn signals, and NPS trends to proactively address risk and uncover opportunities for improvement.
- Travel & Representation: Represent brighthush at customer visits, industry conferences, and trade shows across the United States and Canada, showcasing our commitment to customer success.
Essential Qualifications
- 7+ years of experience in Customer Success, Account Management, or Strategic Consulting, preferably in B2B SaaS.
- Proven track record of managing large, complex enterprise accounts and delivering measurable business outcomes.
- Strong consultative selling skills with executive presence and the ability to influence C‑suite stakeholders.
- Deep understanding of SaaS metrics (NRR, GRR, adoption, churn, NPS, etc.) and the ability to translate them into strategic actions.
- Experience with customer success platforms such as Gainsight, ChurnZero, or similar tools.
- Excellent communication, presentation, and storytelling skills.
- High emotional intelligence, strong judgment, and a proactive, resourceful mindset.
- Background in professional services, CX/EX, or vertical SaaS is a plus.
- Experience mentoring or coaching team members.
- Comfortable working in a fast‑paced, high‑growth environment.
Preferred Qualifications
- Experience in a product‑led growth (PLG) organization.
- Knowledge of Salesforce, HubSpot, or similar CRM platforms.
- Track record of leading cross‑functional initiatives that drive customer outcomes.
- Fluency in data analysis tools (Excel, SQL, Tableau, etc.).
- Demonstrated ability to develop and execute strategic account plans.
Skills & Competencies
- Strategic Thinking & Execution
- Relationship Building & Executive Presence
- Data‑Driven Decision Making
- Influence & Negotiation
- Project Management & Prioritization
- Customer‑Centric Mindset
- Adaptability & Resilience
- Team Leadership & Coaching
- Communication & Storytelling
Career Growth & Learning Opportunities
At brighthush, your career trajectory is designed to be as dynamic as the market. As a Senior Principal Customer Success Manager, you will:
- Progress to a Director or VP of Customer Success role, overseeing a global team and shaping the customer success strategy.
- Lead cross‑functional initiatives that influence product development, go‑to‑market strategy, and customer experience design.
- Participate in executive leadership meetings, contributing to company‑wide strategy and decision making.
- Access a robust learning ecosystem, including mentorship programs, industry conferences, and internal knowledge sharing.
- Benefit from a clear performance‑based promotion path, with regular feedback and development plans.
Work Environment & Culture
brighthush is built on a foundation of transparency, collaboration, and a relentless focus on customer delight. Our culture is defined by:
- Fanatical Service: Every employee is empowered to spend up to $100 on the spot to make a customer’s day, ensuring we always exceed expectations.
- Personal Touch: From surprise gift baskets to personalized apologies, we go the extra mile to build trust and loyalty.
- Inclusive & Diverse: We celebrate differences in age, gender identity, race, sexual orientation, ability, and perspective, fostering an environment where everyone can thrive.
- Humor & Humanity: We believe a sense of humor keeps the workplace vibrant and helps us navigate challenges with resilience.
- Continuous Learning: We provide access to courses, certifications, and industry events to keep our teams at the forefront of customer success innovation.
Compensation, Perks & Benefits
While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market standards for senior customer success leaders.
- Performance‑based bonus tied to customer retention, expansion, and satisfaction metrics.
- Equity or stock‑option plans that align your success with the company’s growth.
- Comprehensive health, dental, and vision insurance.
- Flexible work arrangements, including remote and hybrid options.
- Generous paid time off, parental leave, and wellness programs.
- Professional development budget and tuition reimbursement.
- Team‑building retreats, off‑site events, and community service opportunities.
Diversity, Inclusion & Equity at brighthush
We are committed to building a workforce that reflects the diverse world we serve. We actively encourage candidates from all backgrounds to apply, even if they don’t meet every single qualification. Your unique perspective and experience may be exactly what we need to drive innovation and growth.
Ready to Make an Impact?
If you are a strategic thinker, a relationship builder, and a data‑driven advocate for customer success, we want to hear from you. Join brighthush and help shape the future of customer success while advancing your career in a supportive, growth‑oriented environment.