Senior Principal Customer Success Manager – Executive Advisory & Strategic Account Leadership for High‑Value Enterprise Clients at brighthush – Championing ROI, Innovation, and Sustainable Growth

About brighthush – The Global Catalyst for Digital Transformation

brighthush is more than a technology vendor; we are the architects of tomorrow’s customer experience. With a portfolio that spans AI‑driven analytics, cloud‑native platforms, and next‑generation engagement solutions, we empower more than 25,000 organizations worldwide—including 85 of the Fortune 100—to deliver exceptional service, mitigate risk, and accelerate sustainable growth. Our mission is simple yet powerful: transform every interaction into a data‑backed, value‑driven experience that fuels customer loyalty and business success.

At brighthush, we don’t merely set industry standards—we create them. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. We celebrate bold ideas, reward innovative thinking, and provide a platform where every team member can thrive, learn, and make a tangible impact. Whether you’re a seasoned veteran or a rising star, you’ll find a place where your voice is heard and your contributions shape the future of enterprise technology.

Why This Role Matters

As a Senior Principal Customer Success Manager, you will be the linchpin that connects our most strategic, high‑value accounts with the full spectrum of our product, delivery, and support capabilities. You will own the customer journey from the boardroom to the back‑office, ensuring that every touchpoint delivers measurable value and aligns with the client’s evolving business objectives. Your influence will shape the future of our relationships, drive revenue growth, and elevate the overall customer experience across the organization.

What You’ll Do

• Advocate for Enterprise Clients: Translate complex technical solutions into clear, business‑driven outcomes that resonate with C‑suite stakeholders.
• Build C‑Suite Relationships: Establish trust‑based partnerships with senior leaders, becoming a key advisor on strategy, technology adoption, and market positioning.
• Drive Adoption & Expansion: Lead initiatives that accelerate product uptake, uncover upsell opportunities, and secure renewals that directly impact the bottom line.
• Trusted Advisor: Guide clients through digital transformation journeys, ensuring they realize maximum ROI and sustainable competitive advantage.
• Data‑Driven Insight: Leverage analytics to uncover trends, predict churn, and identify high‑impact opportunities for growth.
• Champion Innovation: Advocate for new product features and enhancements that address client pain points and unlock additional value.
• Industry Representation: Represent brighthush at conferences, client events, and executive forums, positioning the brand as a thought leader.

Key Responsibilities

• Strategic Account Ownership: Lead a portfolio of high‑value, complex accounts, ensuring seamless alignment between client objectives and brighthush solutions.
• Executive Relationship Management: Cultivate deep, trust‑based relationships with senior leaders, becoming a key advisor on business strategy and technology adoption.
• Value Delivery & Storytelling: Translate technical outcomes into business value, crafting compelling narratives that drive adoption and ROI.
• Cross‑Functional Leadership: Collaborate with Sales, Delivery, Product, and Support teams to orchestrate end‑to‑end customer success initiatives.
• Risk & Opportunity Management: Proactively identify potential risks, propose mitigation strategies, and seize opportunities for expansion and upsell.
• Commercial Negotiation: Lead renewal, expansion, and upsell discussions, balancing commercial objectives with customer satisfaction.
• Thought Leadership: Stay ahead of industry trends, emerging technologies, and best practices, sharing insights with clients and internal stakeholders.
• Performance Measurement: Define, track, and report on key success metrics (NPS, adoption rates, ROI) to demonstrate value and inform strategy.
• Team Mentorship: Coach and mentor junior Customer Success Managers, fostering a culture of continuous improvement and high performance.
• Travel & Presence: Travel as needed to client sites, conferences, and industry events to strengthen relationships and represent brighthush.
• Strategic Planning: Develop and execute account plans that align with both client goals and brighthush’s strategic objectives.
• Stakeholder Alignment: Facilitate executive steering committees and quarterly business reviews to keep all parties aligned.
• Innovation Advocacy: Champion new product features and enhancements that address client pain points and unlock additional value.

Essential Qualifications

• 10+ Years of Senior Customer Success Experience: Proven track record in high‑pressure, high‑visibility client engagements, preferably in contact centre, SaaS, or telecommunications environments.
• Strategic Influence: Exceptional communication skills—written, verbal, and in‑person—capable of influencing C‑suite executives.
• Commercial Acumen: Strong commercial instincts, with the ability to balance customer advocacy against business objectives.
• Stakeholder Management: Demonstrated ability to manage multiple senior stakeholder relationships simultaneously without compromising quality.
• Tech Savvy: Comfortable with technology, eager to learn new tools and platforms, and able to articulate technical concepts to non‑technical audiences.
• Cross‑Functional Leadership: Experience leading cross‑functional initiatives and influencing program delivery without formal authority.
• Emotional Intelligence: High emotional intelligence, resilience, and the confidence to operate independently and make judgment calls under pressure.
• Analytical Mindset: Strong analytical mindset, adept at using data to drive decisions and demonstrate value.
• Visionary Thinking: Strategic thinker with a proven ability to translate long‑term vision into actionable plans.
• Enterprise Implementation Experience: Experience with enterprise‑scale implementations and complex stakeholder ecosystems.

Preferred Qualifications

• Experience in a global, multi‑region environment with a diverse client base.
• Background in AI, automation, or advanced analytics solutions.
• Prior experience in a consulting or advisory capacity to enterprise clients.
• Advanced proficiency in CRM and customer success platforms (e.g., brighthush).
• Track record of building and scaling customer success teams.
• Knowledge of industry‑specific regulations and compliance frameworks.
• Experience with strategic account planning and revenue forecasting.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Influence & Negotiation: Skilled at persuading stakeholders and closing deals that benefit both the client and brighthush.
• Data‑Driven Decision Making: Comfortable with metrics, dashboards, and data storytelling.
• Adaptability: Thrive in a fast‑moving environment with evolving priorities.
• Leadership & Mentorship: Inspire and develop high‑performing teams.
• Customer‑Centric Mindset: Deep empathy for client challenges and a passion for delivering value.
• Project Management: Ability to manage multiple initiatives simultaneously.
• Communication Excellence: Clear, concise, and persuasive in all forms of communication.
• Innovation Orientation: Constantly seek ways to improve processes and deliver cutting‑edge solutions.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the solutions we deliver. As a Senior Principal Customer Success Manager, you will:

• Progress to a Director or VP level role, overseeing a global portfolio of strategic accounts.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in executive leadership forums, influencing company‑wide decisions.
• Access continuous learning programs, including industry certifications, leadership workshops, and mentorship from senior executives.
• Benefit from a culture that rewards innovation, encourages experimentation, and celebrates success.
• Take ownership of high‑impact projects that directly influence the company’s growth trajectory.
• Expand your professional network through global client engagements and industry events.

Work Environment & Culture at brighthush

brighthush thrives on a culture of curiosity, collaboration, and relentless pursuit of excellence. We foster an environment where:

• Ideas are welcomed and tested—no idea is too big or too small.
• Team members are empowered to take ownership and drive results.
• Work‑life balance is respected, with flexible schedules and remote‑first policies.
• Diversity and inclusion are not just buzzwords—they are the foundation of our success.
• Recognition and rewards are tied to impact, not tenure.
• Learning is embedded in daily work, with access to internal knowledge bases and external training.
• Team events, hackathons, and innovation challenges keep the energy high and the community tight.

Compensation & Benefits

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

• Base salary commensurate with market rates and your experience.
• Performance‑based bonuses tied to account growth, renewal success, and customer satisfaction.
• Equity or stock‑option plans that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision coverage for you and your family.
• Retirement savings plans with company matching.
• Generous paid time off, parental leave, and wellness programs.
• Professional development budget and access to industry conferences.
• Flexible work arrangements, including remote‑first options and flexible hours.
• Employee assistance programs and mental health resources.

How to Apply

If you are a seasoned customer success leader who thrives on building strategic relationships, driving measurable outcomes, and shaping the future of enterprise technology, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Highlight specific achievements that demonstrate your ability to manage high‑value accounts, influence C‑suite executives, and deliver tangible ROI.

Join brighthush Today

Become part of a team that is redefining the customer experience landscape.