Senior Staff Customer Success Manager – Enterprise AI Connectivity & Adoption Champion – UK – Driving Expansion, Risk Mitigation, and Customer Success Excellence at brighthush

Introduction: Join the AI Connectivity Revolution at brighthush

In a world where data streams are growing at an unprecedented pace, the ability to orchestrate, secure, and monetize information is no longer a luxury—it’s a competitive imperative. brighthush is at the forefront of this transformation, delivering a unified API and AI platform that seamlessly connects public, private, and hybrid clouds. Our solution empowers Fortune 500 enterprises and ambitious startups alike to turn raw data into actionable insights, accelerate innovation, and unlock new revenue streams.

As a Senior Staff Customer Success Manager, you will be the strategic bridge between our customers’ ambitions and the transformative power of our platform. You will lead high‑impact initiatives that drive adoption, expansion, and risk mitigation across our most critical accounts, while shaping the future of customer success at brighthush.

Why This Role Matters

Every decision you make, every insight you surface, and every partnership you nurture directly influences the success of our customers and the trajectory of brighthush’s growth. In this role, you will:

• Translate complex technical concepts into clear business value for C‑suite executives.
• Drive enterprise‑wide adoption that unlocks new revenue streams.
• Mitigate churn risk through proactive engagement and data‑driven interventions.
• Shape the next generation of customer success frameworks that will be replicated across the organization.
• Champion brighthush’s unique platform components to both technical and business audiences.

Key Responsibilities

• Strategic Success Planning – Design and own comprehensive success plans that map use cases, roadmaps, and measurable business outcomes for each key account.
• Value Realization & Impact Measurement – Guide customers through a value‑based engagement model, quantifying brighthush’s impact on their operations and aligning it with their strategic objectives.
• Complex Organization Navigation – Build influence maps and power charts to identify champions, decision‑makers, and stakeholders across multi‑layered enterprise structures.
• Partner Ecosystem Leverage – Collaborate with channel partners to uncover new personas within the customer organization, expanding stakeholder alignment and creating additional touchpoints.
• Data‑Driven Health Management – Use utilization metrics, leading indicators, and analytics tools (Tableau, SFDC, Clari, Hex, etc.) to monitor health, identify risks, and surface actionable insights.
• Executive‑Level Communication – Own Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), articulating the value of brighthush’s platform in a clear, executive‑friendly manner.
• Platform Advocacy – Champion the unique value of brighthush’s components (Dedicated Cloud Gateway, API Gateway, AI Gateway, Mesh Manager, etc.) to technical and business audiences alike.
• Renewal & Forecast Leadership – Partner with the broader account team to validate renewal timelines, surface cross‑sell opportunities, and maintain impeccable SFDC hygiene.
• Thought Leadership & Community Building – Represent brighthush at industry events, webinars, and white‑paper initiatives, positioning the company as a thought leader in AI connectivity.
• Team Coaching & Mentorship – Mentor junior CS leaders, share best practices, and contribute to the continuous improvement of the Customer Success playbook.
• Process Optimization – Identify bottlenecks in the CS workflow, propose automation solutions, and collaborate with engineering to streamline customer journeys.

Essential Qualifications

• Proven Customer Success Leadership – Minimum 7 years of senior customer success experience, with a track record of driving adoption, expansion, and retention for high‑value accounts.
• Technical Acumen – Comfortable discussing API, AI, and cloud technologies at a deep level; able to translate technical concepts into business value.
• Executive Presence – Demonstrated ability to engage C‑suite and senior stakeholders, delivering compelling presentations and influencing strategic decisions.
• Data‑Driven Decision Making – Strong analytical skills, experience with CRM and analytics platforms (SFDC, Tableau, Clari, Hex, etc.), and a habit of turning data into actionable plans.
• Fluency in English – Excellent written and verbal communication skills in English; fluency in French, German, or Spanish is a plus.
• Resilience & Grit – Customer‑obsessed mindset with the determination to overcome setbacks and relentlessly pursue customer success.
• Strategic Mindset – Ability to see the big picture while managing day‑to‑day execution.
• Collaboration & Influence – Proven skill in building trust with technical and business stakeholders across multiple functions.

Preferred Qualifications

• Experience in the AI or API connectivity space, with a deep understanding of the challenges and opportunities in this sector.
• Background in enterprise sales or account management, providing a holistic view of the customer journey.
• Experience leading and scaling a Customer Success organization, including hiring, coaching, and performance management.
• Knowledge of partner ecosystems and channel management strategies.
• Advanced proficiency in data visualization and business intelligence tools.
• Experience with subscription‑based revenue models and renewal forecasting.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day execution.
• Relationship Building – Proven skill in building trust with technical and business stakeholders.
• Influence & Negotiation – Strong negotiation skills and the ability to influence cross‑functional teams.
• Project Management – Excellent organizational skills, managing multiple accounts and initiatives simultaneously.
• Communication – Clear, concise, and persuasive communication across all levels.
• Adaptability – Comfortable working in a fast‑paced, evolving environment.
• Problem Solving – Creative and analytical mindset to tackle complex customer challenges.
• Customer‑Centricity – Deep empathy for customer pain points and a relentless drive to deliver value.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous growth—for our customers and our people. As a Senior Staff Customer Success Manager, you will:

• Lead the design and execution of the next generation of customer success frameworks, influencing the entire organization.
• Mentor and coach junior CS leaders, shaping the future talent pipeline.
• Collaborate with product, engineering, and sales teams to drive product roadmap decisions based on real‑world customer insights.
• Participate in industry conferences, speaking engagements, and thought‑leadership initiatives that position you as a recognized expert in AI connectivity.
• Benefit from a structured learning program, including certifications in cloud, API, and AI technologies, as well as leadership development tracks.
• Access a global network of peers, mentors, and industry experts through brighthush’s internal communities and external partnerships.
• Influence the strategic direction of brighthush’s customer success organization and leave a lasting legacy.

Work Environment & Culture at brighthush

Our culture is built on four pillars: Innovation, Collaboration, Integrity, and Impact. We foster an environment where ideas flourish, cross‑functional teams thrive, and every voice is heard. Whether you’re working from our London hub or collaborating remotely across time zones, you’ll find a community that values curiosity, accountability, and a relentless pursuit of excellence.

Key cultural highlights include:

• Agile Mindset – Rapid iteration, continuous feedback, and a willingness to experiment.
• Diversity & Inclusion – A workforce that reflects the global markets we serve, with inclusive hiring practices and ongoing bias‑mitigation training.
• Employee Well‑Being – Comprehensive mental health resources, flexible work arrangements, and wellness programs.
• Recognition & Celebration – Regular shout‑outs, peer‑to‑peer recognition, and milestone celebrations that reinforce our shared values.
• Community Impact – Opportunities to contribute to open‑source projects, industry standards bodies, and social impact initiatives.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market standards for senior customer success leaders in the UK.
• Performance‑based bonuses tied to customer health, expansion, and renewal metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, flexible working arrangements, and a robust remote‑work policy.
• Continuous learning stipend, conference travel support, and access to industry‑leading training platforms.
• Well‑being initiatives, including mental health resources, wellness programs, and team‑building retreats.
• Technology stipend for home‑office setup and ongoing tech upgrades.
• Annual company‑wide hackathon and innovation challenge with prizes and recognition.

How to Apply

Ready to make an impact? We invite you to bring your expertise, curiosity, and commitment to excellence to brighthush. Join us in building the future of AI connectivity, one customer success story at a time.

We look forward to exploring how your vision and experience can help us shape the next chapter of brighthush’s journey.