Senior Product Customer Success Manager – Enterprise Adoption & Growth Champion – Driving AI‑Powered Customer Experience at brighthush

About brighthush

brighthush is not just a technology provider; we are a global catalyst for transformative customer experiences. With a footprint in more than 30 countries and a portfolio that serves over 25,000 enterprises—including 85 of the Fortune 100—our AI‑driven solutions touch millions of interactions and safeguard billions of transactions every day. We blend cutting‑edge artificial intelligence, cloud infrastructure, and digital innovation to help businesses deliver secure, personalized, and frictionless journeys for their customers.

Why brighthush?

• Innovation at Scale – Work with industry‑leading AI and cloud platforms that shape the future of customer experience and security.
• Global Reach, Local Impact – Collaborate with clients across North America, Europe, and APAC, influencing millions of interactions worldwide.
• Career Growth – Accelerate your career through mentorship, cross‑functional projects, and access to world‑class training resources.
• Inclusive Culture – We celebrate diversity, champion equity, and foster an environment where every voice is heard.
• Competitive Compensation & Perks – Enjoy a comprehensive benefits package, flexible remote work, and a culture that rewards innovation.

Role Purpose

As the Senior Product Customer Success Manager, you will be the strategic partner for our enterprise clients, ensuring that ContactEngine is deployed to its fullest potential. Your focus will be on driving adoption, extracting maximum ROI, and positioning the account for long‑term expansion beyond the current contract horizon.

Key Responsibilities

• Deeply understand each client’s contract, ensuring flawless fulfillment and proactive issue avoidance.
• Identify and design customer journeys that meet contract volumes while delivering measurable value and showcasing ContactEngine’s unique differentiators.
• Develop and maintain a strategic client success plan aligned with the client’s business drivers and growth objectives.
• Build robust business cases for every journey, guiding prioritization and securing stakeholder buy‑in.
• Coordinate all client activities, inquiries, and escalations, acting as the single point of contact for seamless communication.
• Document and communicate technical configuration requirements with clarity and precision.
• Deliver high‑quality technical and process architecture that aligns with best practices and client expectations.
• Educate customers on relevant ContactEngine features, ensuring adoption and optimal utilization.
• Spot and communicate growth opportunities, including upsell, cross‑sell, and expansion initiatives.
• Track, analyze, and report on key metrics, performance indicators, and value realization.
• Conduct quarterly business reviews (QBRs) with internal stakeholders and clients, highlighting successes and outlining next steps.
• Provide guidance on technical, customer experience, security, and project delivery aspects.
• Cultivate operational relationships with client stakeholders, becoming a trusted advisor and partner.
• Maintain strong collaboration with pre‑sales, professional services, and technology teams to ensure cohesive client delivery.
• Partner closely with the Account Executive to align on account strategy and revenue goals.

Essential Qualifications

• Bachelor’s degree in Business, Computer Science, or a related field, or equivalent professional experience.
• Proven project delivery experience in an IT or customer‑facing environment.
• Expertise in process mapping and crafting detailed business requirements.
• Strong commercial awareness and the ability to translate business needs into actionable solutions.
• Advanced proficiency in data analysis using Excel or similar tools.
• Demonstrated relationship management skills with senior client stakeholders.
• Excellent verbal and written communication abilities.
• Experience working with large corporates, navigating complex processes, and managing multiple projects simultaneously.

Preferred Qualifications

• Postgraduate degree in a technical or business discipline.
• Project Management certification (PMP, Prince2, or equivalent).
• Hands‑on experience creating compelling business cases for technology initiatives.
• Advanced data analysis skills using tools such as Power BI, Tableau, or similar.
• Fluency in an additional language (e.g., Spanish, Mandarin, French).

Core Competencies & Skills

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Customer‑Centric Mindset – Passion for delivering exceptional value and building lasting relationships.
• Analytical Rigor – Strong quantitative skills to measure impact and drive data‑driven decisions.
• Technical Fluency – Comfortable translating technical concepts into business language.
• Influence & Negotiation – Skilled at securing stakeholder alignment and driving consensus.
• Adaptability – Thrive in a dynamic environment with shifting priorities.
• Ownership & Accountability – Take responsibility for outcomes and deliver results under pressure.
• Continuous Improvement – Constantly seek ways to enhance processes, tools, and client experience.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a Senior Product Customer Success Manager, you’ll have access to:

• Mentorship from senior leaders in product, sales, and engineering.
• Cross‑functional projects that broaden your skill set and industry knowledge.
• Annual learning budget for certifications, conferences, and courses.
• Clear promotion pathways to Director of Customer Success or Head of Product Success.
• Opportunity to shape the future of our product roadmap through client insights.

Work Environment & Culture

Our culture is built on collaboration, transparency, and a relentless pursuit of excellence. You’ll work in a fully remote setting with flexible hours, supported by:

• Weekly virtual team huddles and cross‑team knowledge sharing.
• Access to state‑of‑the‑art collaboration tools and a vibrant internal community.
• A culture that celebrates wins, learns from failures, and encourages experimentation.
• Regular town‑hall meetings where leadership shares vision, strategy, and company updates.

Compensation & Benefits

While specific figures vary by region, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off and flexible holiday policy.
• Wellness stipend and mental health resources.
• Remote work stipend covering home office setup.
• Employee stock purchase plan and equity options.

How to Apply

If you’re ready to lead enterprise customer success, drive adoption, and unlock growth opportunities for our clients, we want to hear from you. Submit your application through our careers portal and join a team that’s redefining the future of customer experience.

Conclusion

At brighthush, you’ll be part of a global team that’s changing the way businesses interact with their customers. Your expertise will directly influence millions of interactions, protect billions of transactions, and shape the next generation of AI‑powered customer solutions. If you’re driven by impact, thrive on collaboration, and are eager to grow with a world‑class organization, apply today and become a key player in our success story.