Senior Principal Customer Success Manager – Global Cloud & SaaS Solutions – Champion Revenue Growth, Customer Retention, and Strategic Partnerships

About brighthush

brighthush is a trailblazer in cloud‑native integration and data‑centric solutions, empowering enterprises across banking, healthcare, government, and manufacturing to unlock digital transformation. With a portfolio that spans secure data exchange, API management, and intelligent workflow automation, brighthush helps organizations modernize their IT landscapes, accelerate time‑to‑value, and achieve measurable business outcomes. Our culture is built on collaboration, innovation, and a relentless focus on customer success. As we expand our managed cloud and SaaS offerings across the Americas, we are looking for a visionary Principal Customer Success Manager to champion our most strategic accounts and drive sustainable growth.

Why Join brighthush?

At brighthush, you’ll work with a world‑class team of engineers, product managers, and sales leaders who are passionate about solving complex challenges for Fortune 500 customers. We offer:

• Fully remote work with flexible hours, enabling you to balance professional and personal commitments.
• Competitive base salary plus performance‑based incentives tied to customer expansion and retention.
• Comprehensive health, dental, and vision coverage for you and your family.
• 401(k) matching and a generous paid time off policy.
• Ongoing learning and development programs, including certifications, conferences, and internal knowledge sharing.
• A vibrant, inclusive culture that celebrates diversity, encourages experimentation, and rewards impact.

Key Responsibilities

As the Principal Customer Success Manager, you will be the trusted advisor for our most critical accounts, ensuring they realize maximum value from brighthush’s cloud and SaaS solutions. Your day‑to‑day activities will include:

• Account Leadership: Own a portfolio of high‑value, white‑glove customers across the Americas, guiding them through the entire customer journey—from onboarding to expansion.
• Revenue Growth: Identify and execute upsell and cross‑sell opportunities that drive Annual Recurring Revenue (ARR) while safeguarding against churn and down‑sell risks.
• Strategic Partnerships: Collaborate closely with customers to co‑innovate, uncover new use cases, and align product roadmaps with their evolving business objectives.
• Adoption & Utilization: Work with customers to maximize platform adoption, ensuring they leverage advanced features and integrations to achieve measurable outcomes.
• Performance Metrics: Define, track, and report on key KPIs such as Net Revenue Retention, Net Contract Retention, Customer Health Scores, and NPS, providing actionable insights to internal stakeholders.
• Customer Success Planning: Develop comprehensive success plans for each account, outlining milestones, risk mitigation strategies, and growth pathways.
• Process Improvement: Share best practices across the Customer Success team, driving continuous improvement in service delivery, documentation, and workflow efficiency.
• Cross‑Functional Collaboration: Act as the bridge between customers and internal teams—sales, product, engineering, marketing, and professional services—to ensure alignment and accelerate value delivery.
• Documentation & Reporting: Maintain meticulous records of all customer interactions, decisions, and outcomes in our CRM and knowledge base.
• Business Reviews: Host quarterly business reviews (QBRs) with executive stakeholders, showcasing value, discussing roadmaps, and securing renewal commitments.

Essential Qualifications

• Minimum 7 years of proven experience in Customer Success, Account Management, or Enterprise Engagement roles.
• At least 5 years of hands‑on experience with cloud‑native, SaaS, or integration technologies.
• Track record of driving ARR expansion and achieving high NPS scores in a B2B environment.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills, capable of articulating complex technical concepts to executive audiences.
• Demonstrated ability to build trust quickly, maintain a client‑first mentality, and influence cross‑functional teams.
• Proficiency with CRM and analytics tools such as Salesforce, Power BI, Jira, Confluence, and ServiceNow.
• University degree in Business, Computer Science, or a related field (ITIL Foundation certification is a plus).

Preferred Qualifications

• Experience working with senior and executive‑level stakeholders in large enterprises.
• Background in financial services, healthcare, or government sectors.
• Knowledge of API management, data integration, or security compliance frameworks.
• Experience leading remote or distributed teams.
• Fluency in multiple languages is a bonus.

Core Competencies & Skills

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Relationship Management: Building long‑term partnerships with C‑suite executives and technical leads.
• Project Management: Managing multiple initiatives simultaneously while meeting deadlines.
• Data‑Driven Decision Making: Leveraging metrics to guide strategy and measure success.
• Problem Solving: Quickly diagnosing issues and crafting effective solutions.
• Collaboration: Working seamlessly with sales, product, engineering, and support teams.
• Adaptability: Thriving in a fast‑paced, evolving technology landscape.

Career Growth & Development

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

• Progress to Director or VP of Customer Success, overseeing a global team.
• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Mentor junior success managers, fostering a culture of continuous learning.
• Participate in executive leadership forums, influencing company‑wide decisions.
• Access to industry conferences, certifications, and internal training programs.

Work Environment & Culture

brighthush champions a culture of transparency, innovation, and empowerment. Our remote‑first model means you’ll collaborate with colleagues across time zones, using cutting‑edge collaboration tools. We celebrate successes with virtual team events, hackathons, and recognition programs. Diversity and inclusion are not buzzwords for us—they’re the foundation of our success.

Compensation & Perks

While specific figures vary based on experience, the compensation package typically includes:

• Competitive base salary aligned with market benchmarks for senior customer success roles.
• Performance‑based bonus tied to ARR expansion, NPS, and customer retention metrics.
• Equity options as part of the long‑term incentive plan.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work schedule and fully remote work setup.
• Professional development stipend and access to industry events.
• Global culture perks such as virtual coffee chats, wellness programs, and team‑building activities.

How to Apply

If you are a strategic thinker with a passion for customer success, ready to drive growth and build lasting partnerships in a fast‑moving tech environment, we want to hear from you. Submit your application through the link below and join brighthush in shaping the future of cloud integration.