Senior Strategic Customer Success Manager – Championing Global Enterprise Maritime AI & SaaS Adoption, Retention, Expansion, and Trade Transformation at brighthush

About brighthush and the Future of Maritime Intelligence

The maritime industry is the backbone of global commerce, moving 90% of the world’s goods by weight and 70% by value. Yet it faces unprecedented challenges: volatile fuel markets, tightening environmental regulations, and a relentless push for operational efficiency. brighthush is leading the charge to transform this critical sector with a next‑generation SaaS platform that blends real‑time sensor data, predictive analytics, and actionable intelligence into a single, intuitive dashboard. By turning raw maritime data into strategic insights, we empower shipping lines, commodity traders, port authorities, and governments to navigate the seas with safety, efficiency, and sustainability.

Our mission is simple yet ambitious: to make every vessel, port, and trade route smarter, safer, and more resilient. If you are passionate about technology, data, and making a tangible impact on the world’s most critical supply chain, brighthush offers a platform where your expertise can shape the future of global trade.

Role Overview

We are looking for a seasoned, results‑driven Senior Strategic Customer Success Manager to become the primary advocate for our Trading & Shipping customers. In this role, you will partner with global enterprise accounts to drive adoption, retention, and expansion while acting as the maritime subject‑matter expert for all customer needs. Your success will directly influence the trajectory of our platform and the prosperity of our clients.

Why This Role Matters

As the bridge between brighthush’s technology and the maritime community, you will:

• Ensure customers extract maximum value from our platform.
• Build long‑term partnerships that become the foundation of our growth.
• Translate customer feedback into product enhancements that shape the future of maritime AI.
• Champion the adoption of best practices and emerging technologies across the industry.

Key Responsibilities

• Client Relationship Management – Build and nurture strategic relationships with C‑level executives, operational leaders, and technical teams across the maritime ecosystem.
• Onboarding & Adoption – Design and execute a seamless onboarding journey, ensuring clients quickly realize value and become self‑sufficient users.
• Retention & Growth – Monitor usage metrics, identify adoption gaps, and proactively address challenges to maintain high satisfaction and low churn.
• Renewal Leadership – Lead renewal discussions, negotiate contract terms, and secure long‑term commitments that reflect the ROI delivered.
• Product Evangelism – Serve as the maritime subject‑matter expert, translating complex industry challenges into actionable platform solutions.
• Training & Enablement – Create and deliver customized training programs, webinars, and documentation that empower clients to maximize platform value.
• Feedback Loop – Capture and prioritize customer insights, working with Product and R&D to shape the roadmap and deliver continuous improvement.
• Cross‑Functional Collaboration – Partner with Sales, Support, Product, and Engineering to ensure a unified, customer‑centric approach across the organization.
• Travel & Industry Engagement – Travel globally (approximately 30%) to meet clients, attend industry events, and stay connected to the maritime community.

Essential Qualifications

• Minimum of 4 years’ experience in Customer Success, Account Management, or a related role within a SaaS environment.
• Deep knowledge of the maritime, trading, or shipping industry—understanding of vessel operations, logistics, regulatory compliance, and market dynamics.
• Proven track record of managing global enterprise accounts, driving adoption, and achieving renewal targets.
• Strong commercial acumen, including experience with contract negotiations, pricing models, and upsell strategies.
• Excellent communication skills—able to articulate complex concepts to both technical teams and C‑level executives.
• Proficiency with CRM systems (e.g., brighthush CRM), helpdesk platforms, and customer training tools.
• Fluency in English; additional languages (e.g., Spanish, French, Mandarin) are a plus.
• Willingness to travel globally (approximately 30%) to meet clients and attend industry events.

Preferred Qualifications

• Experience working in a high‑growth tech startup or scale‑up environment.
• Background in data analytics or AI, with the ability to translate technical insights into business value.
• Knowledge of maritime regulations (IMO, SOLAS, MARPOL) and industry standards.
• Experience managing a portfolio of high‑value accounts and driving cross‑sell opportunities.
• Demonstrated ability to influence product strategy through customer advocacy.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and align customer goals with business outcomes.
• Relationship Building – Proven skill in establishing trust and rapport across diverse stakeholder groups.
• Analytical Mindset – Comfortable working with data to uncover trends, diagnose issues, and recommend solutions.
• Project Management – Strong organizational skills to manage multiple initiatives simultaneously.
• Problem Solving – Creative and decisive approach to resolving complex customer challenges.
• Collaboration – Comfortable working cross‑functionally with Sales, Product, Support, and Engineering.
• Adaptability – Thrives in a fast‑paced, evolving environment and embraces change.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs with senior leaders across the organization.
• Access to industry conferences, maritime forums, and AI workshops.
• Continuous learning resources—online courses, certifications, and internal knowledge bases.
• Clear career pathways—from Customer Success Lead to Director of Customer Success, and beyond.
• Opportunities to influence product strategy and shape the future of maritime AI.

Work Environment & Company Culture

brighthush is a remote‑first company with a distributed team spanning North America, Europe, and Asia. We value:

• Flexibility – Work from anywhere while staying connected through collaborative tools.
• Innovation – A culture that encourages experimentation, rapid iteration, and bold ideas.
• Inclusivity – A diverse workforce where every voice is heard and respected.
• Impact – Every team member’s contribution directly influences the global maritime community.
• Well‑being – Comprehensive health benefits, mental‑health resources, and a focus on work‑life balance.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive base salary, performance‑based bonuses, and equity options that align your success with the company’s growth. Additional benefits include:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and flexible holiday policy.
• Professional development stipend.
• Remote work stipend to support home‑office setup.
• Employee wellness programs and mental‑health support.

How to Apply

If you’re ready to join a mission‑driven team that’s redefining maritime intelligence, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Strategic Customer Success Manager role at brighthush.

Closing

At brighthush, we’re not just building a platform – we’re building a safer, smarter, and more connected maritime world. As a Senior Strategic Customer Success Manager, you’ll be at the forefront of this transformation, ensuring our clients achieve their goals and thrive in an ever‑changing environment. If you’re passionate about maritime, technology, and delivering exceptional customer experiences, we invite you to apply and help us shape the future of global trade.