Senior Staff Customer Success Manager – UK – Championing Adoption, Expansion, and Risk Mitigation at brighthush

About brighthush and the AI Connectivity Revolution

At brighthush, we’re redefining how the world connects intelligence. Our unified API and AI platform empowers Fortune 500 enterprises and next‑generation startups alike to secure, manage, accelerate, govern, and monetize the flow of data across APIs and AI traffic—whether on public, private, or hybrid clouds. In a landscape where every byte of data can unlock new insights, brighthush is the connective tissue that turns raw information into actionable value.

As a global leader in AI connectivity, we’re on a mission to make the complex simple, the secure seamless, and the scalable effortless. Our technology is trusted by industry giants, innovative disruptors, and everything in between. If you’re passionate about technology, customer success, and driving tangible business outcomes, brighthush is the place where your impact will be felt across the globe.

Role Overview

We’re looking for a Senior Staff Customer Success Manager to set the gold standard for what exceptional customer success looks like at brighthush. In this strategic role, you will blend deep technical expertise with an executive mindset to deliver measurable value to our most important accounts. You’ll master the disciplined execution of the Customer Post‑Sales Process, driving adoption, expansion, and risk mitigation while shaping the future of our Customer Success organization.

Key Responsibilities

• Strategic Success Planning – Design and own comprehensive success plans that map use cases, roadmaps, and business outcomes for each key account.
• Value Realization & Impact Measurement – Guide customers through a value‑based engagement model, quantifying brighthush’s impact on their business 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.

Essential Qualifications

• Proven Customer Success Leadership – Minimum 7 years of experience in senior customer success roles, 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; ability 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.

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.

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.

Career Growth & Learning Opportunities

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

• 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.

Work Environment & Culture at brighthush

Our culture is built on four pillars: Innovation, Collaboration, Integrity, and Apply for this job