Senior Principal Customer Success Manager – Enterprise B2B SaaS, Multi‑Million Dollar Account Leadership, Remote (US/Austin)

About brighthush

brighthush is a trailblazer in the Information Technology sector, redefining how businesses deliver and manage services through our cutting‑edge Services‑as‑a‑Business platform. With a global footprint that spans Fortune 500 enterprises, mid‑market leaders, and emerging tech innovators, we empower organizations to streamline operations, unlock new revenue streams, and create unforgettable customer experiences. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering measurable value to our clients.

Role Overview

As a Senior Principal Customer Success Manager at brighthush, you will be the strategic partner and trusted advisor for our most critical enterprise accounts. You will own the entire customer lifecycle, from onboarding through expansion, ensuring that each client realizes maximum ROI from our platform. Your deep expertise in B2B SaaS, combined with a proven track record of managing multi‑million dollar portfolios, will position you as a key influencer in shaping our product roadmap and driving industry best practices.

Key Responsibilities

• Value Realization & Growth: Partner with executive stakeholders to define success metrics, develop adoption plans, and quantify business outcomes. Lead quarterly business reviews that highlight ROI, uncover upsell opportunities, and align on future initiatives.
• Risk Management & Escalation Ownership: Proactively identify potential churn risks, orchestrate mitigation strategies, and serve as the primary point of contact for high‑impact escalations. Collaborate with cross‑functional teams (Product, Engineering, Sales, and Support) to resolve issues swiftly and maintain client confidence.
• Strategic Guidance & Thought Leadership: Act as a trusted consultant, offering insights on industry trends, best practices, and innovative use cases. Champion the adoption of new features and integrations that drive operational excellence for your accounts.
• Account Expansion & Revenue Enablement: Identify and execute on upsell and cross‑sell opportunities, working closely with the Sales team to close high‑value deals. Develop account plans that map growth trajectories and align with the client’s long‑term vision.
• Team Leadership & Mentorship: Mentor junior Customer Success Managers, fostering a culture of high performance, accountability, and continuous improvement. Share knowledge through workshops, playbooks, and internal training sessions.
• Data‑Driven Decision Making: Leverage analytics tools (Salesforce, brighthush Analytics Suite) to monitor health scores, usage patterns, and satisfaction metrics. Translate data into actionable insights that inform strategy and execution.
• Product Feedback Loop: Capture client feedback and translate it into actionable product enhancements. Work closely with Product Management to prioritize features that deliver the greatest impact.

Essential Qualifications

• Minimum 10 years of progressive experience in Customer Success, Account Management, or Strategic Consulting within the B2B SaaS space.
• At least 5 years of proven success managing multi‑million dollar enterprise accounts, with a track record of driving revenue growth and client retention.
• Bachelor’s degree in Business, Technology, Computer Science, or a related discipline. Advanced degrees (MBA, MS) are a plus.
• Demonstrated ability to operate at a Principal or Senior CSM level, influencing strategy across multiple stakeholders.
• Exceptional communication skills, capable of presenting complex ideas to C‑suite executives and technical teams alike.
• Strong analytical mindset with proficiency in Salesforce and data‑analysis tools.
• Experience with enterprise‑grade SaaS platforms and a deep understanding of the services operations domain.

Preferred Qualifications

• Prior experience in the services industry (consulting, professional services, or managed services) and familiarity with the unique challenges of service delivery.
• Hands‑on experience with brighthush’s platform or similar services‑as‑a‑business solutions.
• Track record of leading cross‑functional initiatives that result in measurable business outcomes.
• Certified Customer Success Manager (CCSM) or related credential.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Relationship Building: Proven skill in cultivating long‑term partnerships with executive leaders.
• Problem Solving: Aptitude for diagnosing complex issues and delivering innovative solutions.
• Project Management: Experience managing multiple initiatives simultaneously while meeting deadlines.
• Data Literacy: Comfortable working with dashboards, KPIs, and data‑driven storytelling.
• Adaptability: Thrives in a fast‑paced, evolving environment.
• Collaboration: Works effectively across Sales, Product, Engineering, and Support.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Senior Principal Customer Success Manager, you will:

• Progress into leadership roles such as Director of Customer Success or VP of Customer Experience.
• Gain exposure to executive strategy sessions, influencing the direction of our platform and market positioning.
• Participate in global leadership development programs, including mentorship, executive coaching, and cross‑functional rotations.
• Access to continuous learning resources: industry conferences, certification programs, and internal knowledge hubs.
• Opportunity to shape the future of our customer success framework, leaving a lasting impact on the organization.

Work Environment & Company Culture

brighthush champions a culture of transparency, innovation, and inclusivity. Our remote‑first model empowers you to work from anywhere in the United States, with optional on‑site collaboration in Austin for those who thrive in a hybrid setting. We celebrate diversity, encourage open dialogue, and reward bold ideas. Our employees enjoy:

• Flexible work hours and a results‑oriented approach.
• Regular virtual town halls and informal “coffee chat” sessions with leadership.
• Access to a vibrant community of tech enthusiasts, thought leaders, and industry experts.
• Well‑being initiatives, including mental health resources, wellness stipends, and virtual fitness classes.
• Annual company retreats that blend learning, networking, and fun.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior CSM roles.
• Performance‑based bonuses tied to client success metrics and revenue targets.
• Equity or stock‑option plans that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance for you and your family.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development budget and tuition reimbursement.
• Technology stipend for home‑office setup and remote collaboration tools.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking team that is reshaping the services industry. Your expertise will directly influence the success of high‑profile clients, while your ideas will help shape the future of our platform. We value autonomy, encourage innovation, and reward results. If you’re a seasoned Customer Success leader ready to take on a pivotal role in a dynamic, growth‑oriented organization, we want to hear from you.

How to Apply

Ready to elevate your career and make a tangible impact? Submit your resume and a brief cover letter outlining your most significant customer success achievements to the link below. We look forward to exploring how your vision and experience can help brighthush continue to deliver exceptional value to our clients.