Senior Product Customer Success Manager – Global Client Growth & Technical Integration Lead – Driving Enterprise Adoption & Expansion at brighthush

About brighthush

brighthush stands at the forefront of technology innovation, redefining how enterprises engage with customers, protect assets, and safeguard public safety. With a portfolio that spans artificial intelligence, cloud computing, and digital transformation, we empower more than 25,000 global organizations—including 85 of the Fortune 100—to deliver extraordinary customer experiences, combat financial crime, and manage billions of transactions daily. Our solutions are trusted by leading institutions worldwide, and our culture is built on curiosity, collaboration, and a relentless pursuit of excellence.

As a rapidly expanding global organization, brighthush is committed to fostering an inclusive, high‑performance environment where every team member can thrive. We celebrate diversity, champion continuous learning, and provide the tools and resources needed to turn ambitious ideas into market‑leading products.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the success of thousands of customers across North America, Europe, and APAC.
• Career Growth: We invest in professional development, mentorship, and cross‑functional projects that accelerate your career trajectory.
• Innovative Culture: Collaborate with world‑class engineers, data scientists, and product leaders to shape the future of customer experience technology.
• Global Reach: Work with a diverse, distributed team and clients spanning multiple continents.
• Competitive Compensation: We offer a comprehensive package that includes base salary, performance bonuses, equity, and a robust benefits program.

Role Overview

The Senior Product Customer Success Manager (CSM) is a pivotal member of our Customer Success Team, responsible for ensuring that our clients not only meet but exceed their business objectives through the adoption of brighthush’s cutting‑edge solutions. This role blends strategic account management, technical project delivery, and leadership to drive customer growth, retention, and expansion.

Reporting to the Manager of Product Customer Success, you will manage a curated portfolio of high‑value accounts, guide junior CSMs, and collaborate closely with Sales, Professional Services, and Technology teams to deliver seamless, value‑driven experiences.

Key Responsibilities

• Account Portfolio Management: Own a small but high‑impact portfolio of client accounts, ensuring each account’s success plan aligns with their business drivers.
• Technical Integration & Project Delivery: Lead complex API integrations, data migrations, and feature rollouts, coordinating cross‑functional resources to meet deadlines and quality standards.
• Strategic Success Planning: Develop and maintain a strategic success plan for each client, incorporating business objectives, KPIs, and a roadmap for adoption.
• Stakeholder Relationship Building: Build trusted advisor relationships with C‑level executives, product owners, and technical leads, becoming the go‑to partner for all customer success initiatives.
• Business Case Development: Construct robust business cases for new initiatives, upsells, and cross‑sell opportunities, and present them to stakeholders to secure buy‑in.
• Quarterly Business Reviews (QBRs): Deliver compelling QBRs that showcase value, highlight successes, and outline next steps for continued growth.
• Metrics & Value Communication: Monitor, analyze, and communicate key performance indicators, ensuring clients see tangible ROI from their investment.
• Team Coaching & Development: Mentor junior CSMs, providing coaching, training, and quality assurance on deliverables.
• Escalation Management: Serve as the first escalation point for client issues, collaborating with cross‑functional teams to resolve problems swiftly.
• Cross‑Functional Collaboration: Partner with Sales, Professional Services, and Technology teams to align on customer needs, product enhancements, and service delivery.
• Growth Opportunity Identification: Continuously scan for upsell, cross‑sell, and expansion opportunities, and communicate these to the broader team.
• Technical & Security Guidance: Provide guidance on best practices for security, compliance, and data privacy, ensuring clients meet regulatory requirements.

Essential Qualifications

• Undergraduate degree in Business, Engineering, Computer Science, or a related field.
• 5+ years of experience in client account management, customer success, or a similar role.
• Proven track record of delivering technical projects, including API integrations and multi‑threaded initiatives.
• Experience managing renewals, upsells, and cross‑sell opportunities in a B2B SaaS environment.
• Strong business analysis skills, with the ability to translate data into actionable insights.
• Excellent commercial awareness and the ability to create and sell business cases to stakeholders.
• Advanced proficiency in data analysis tools (Excel, Power BI, Tableau, or similar).
• Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts to non‑technical audiences.
• Experience working with large corporates and navigating complex procurement and governance processes.

Preferred Qualifications

• Postgraduate degree in a technical or business discipline.
• Project Management Professional (PMP) or equivalent certification.
• Experience with advanced data analytics platforms (SQL, Python, R).
• Fluency in a second language (e.g., Spanish, Mandarin, French).
• Prior experience in the financial services, public safety, or compliance sectors.

Core Skills & Competencies

• Leadership & Team Building: Ability to inspire, coach, and develop high‑performing teams.
• Emotional Intelligence: High EQ, adept at building rapport and adapting communication styles.
• Accountability & Ownership: Takes full responsibility for client outcomes and team performance.
• Continuous Improvement: Proactively identifies process enhancements and implements best practices.
• Strategic Thinking: Future‑focused, solution‑based, and able to translate vision into actionable plans.
• Technical Communication: Simplifies complex technical information for diverse audiences.
• Curiosity & Questioning: Constantly seeks to learn and challenge assumptions.
• Multitasking & Context Switching: Manages multiple priorities in a fast‑paced environment.
• Resilience Under Pressure: Thrives in high‑stakes, deadline‑driven situations.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Product CSM, you will:

• Progress to a Lead CSM or Customer Success Director role, overseeing larger portfolios and strategic initiatives.
• Take on cross‑functional leadership projects, such as product roadmap influence or global expansion strategies.
• Participate in our internal mentorship program, pairing you with senior leaders across the organization.
• Access continuous learning resources, including certifications, workshops, and industry conferences.
• Opportunity to contribute to thought leadership through whitepapers, webinars, and community events.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and innovation. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Cross‑departmental hackathons and innovation sprints.
• Open‑door leadership communication and feedback loops.
• Inclusive events celebrating diversity, equity, and belonging.

We value work‑life balance, offering flexible schedules, generous paid time off, and wellness programs to support your physical and mental health.

Compensation & Benefits

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

• Base salary commensurate with market rates.
• Performance‑based bonuses tied to individual and company goals.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid parental leave, flexible vacation policy, and remote work stipend.
• Professional development budget and access to industry conferences.

How to Apply

Ready to ignite your career with brighthush? Submit your application through our careers portal and join a team that is reshaping the future of customer experience technology.

Apply Now

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic.