Senior Strategic Customer Success Manager – Championing Loyalty, Retention, and Revenue Expansion Across National & Vertical Sales Channels

About brighthush

brighthush stands at the forefront of the records and information management industry, delivering cutting‑edge digital transformation solutions that safeguard physical archives, secure digital data, and preserve fine‑art collections worldwide. With a global footprint that serves over 225,000 customers, we empower organizations to thrive in a data‑driven world while championing sustainability and responsible stewardship of the planet. Our portfolio spans secure data services, cloud‑based records management, and advanced analytics, positioning us as the trusted partner for enterprises that demand reliability, compliance, and innovation.

Why brighthush?

At brighthush, we believe that the people who build and nurture our solutions are the heartbeat of our success. Our culture is built on curiosity, collaboration, and continuous improvement, creating an environment where every team member can grow, innovate, and make a measurable impact on customers and communities alike.

• Mission‑Driven Impact – Every project you work on directly influences how our clients protect their most valuable assets and achieve operational excellence.
• Technology Leadership – Work with industry‑leading tools, AI‑powered analytics, and secure cloud platforms that set the standard for records management.
• Diversity & Inclusion – We celebrate varied backgrounds and perspectives, fostering an inclusive workplace where everyone’s voice is heard.
• Learning & Growth – Access to internal workshops, industry conferences, mentorship programs, and tuition reimbursement for certifications that accelerate your career.
• Work‑Life Harmony – Flexible remote, hybrid, and on‑site options, generous paid time off, and a supportive environment that values balance.

Role Overview

We are seeking an experienced, results‑driven Senior Strategic Customer Success Manager to lead our National and Vertical Sales teams. In this pivotal role, you will become the trusted advisor for our high‑value clients, ensuring they achieve their business objectives, experience exceptional service, and continue to grow with brighthush. Your focus will be on loyalty, retention, and revenue expansion—directly influencing the success of our sales organization and the satisfaction of our customers.

Key Responsibilities

• Build and Sustain Strategic Partnerships – Cultivate deep, long‑term relationships with C‑suite executives, IT leaders, and operational managers across client organizations. Understand their strategic goals, pain points, and industry trends to position brighthush as a trusted advisor.
• Lead Contract Strategy & Renewal – Partner with Account Executives and clients to identify gaps, negotiate pricing, and secure service level agreements (SLAs). Drive the renewal process to maximize retention and upsell opportunities, ensuring alignment with client budgets and strategic priorities.
• Champion Customer Experience & Compliance – Resolve escalated service and billing issues, deliver ad‑hoc reports or audits, and ensure adherence to federal, state, and local regulations as well as brighthush policies. Act as the primary point of contact for compliance inquiries.
• Cross‑Functional Collaboration – Work closely with Directors, Sales, Operations, and Technical teams to align on service delivery, product enhancements, and client success plans. Facilitate joint workshops and strategy sessions that drive shared outcomes.
• Data‑Driven Insights – Analyze usage metrics, satisfaction scores, and renewal data to identify trends, forecast churn risk, and recommend proactive actions. Translate data into actionable insights that inform both client strategy and internal process improvements.
• Thought Leadership – Represent brighthush at industry events, webinars, and client meetings, sharing best practices and emerging solutions. Publish whitepapers, case studies, and blog posts that showcase our expertise.
• Continuous Improvement – Contribute to the development of playbooks, training materials, and process enhancements that elevate the customer success function across the organization.
• Revenue Growth & Expansion – Identify and execute expansion opportunities within existing accounts, including cross‑sell of new services, upgrades, and strategic initiatives that drive incremental revenue.
• Client Advocacy – Serve as the client’s advocate within brighthush, ensuring their voice informs product roadmaps, service enhancements, and support improvements.

Essential Qualifications

• Minimum of a four‑year college degree in Business, Marketing, Information Technology, or a related field.
• At least 5 years of experience in customer success, account management, or enterprise sales support within the records, data, or technology services industry.
• Deep knowledge of brighthush’s service portfolio, workflows, and systems across all lines of business.
• Proven track record of building and maintaining high‑level client relationships, with a history of driving retention and expansion.
• Strong business acumen and an understanding of the competitive landscape in the information management sector.
• Excellent communication, negotiation, and presentation skills, with the ability to influence stakeholders at all levels.
• Proficiency in CRM platforms (e.g., Salesforce), data analytics tools, and Microsoft Office Suite.
• Demonstrated ability to manage multiple priorities, navigate ambiguity, and deliver results in a fast‑paced environment.

Preferred Qualifications

• Experience working with large, complex enterprise accounts and multi‑year contracts.
• Knowledge of compliance frameworks such as GDPR, HIPAA, or ISO 27001.
• Background in digital transformation or data center operations.
• Certifications in Customer Success Management (CSM) or related fields.
• Experience with advanced analytics platforms or AI‑driven insights.

Core Competencies & Skills

• Relationship Management – Ability to build trust, influence stakeholders, and navigate complex organizational structures.
• Strategic Thinking – Translate client objectives into actionable plans that align with brighthush’s value proposition.
• Problem Solving – Diagnose issues quickly, propose solutions, and drive resolution across cross‑functional teams.
• Data Literacy – Use metrics to assess performance, identify risks, and inform decision‑making.
• Collaboration & Teamwork – Work seamlessly with Sales, Operations, and Product teams to deliver a unified customer experience.
• Adaptability – Thrive in a fast‑paced, evolving environment and manage multiple priorities simultaneously.
• Leadership & Influence – Mentor junior team members, lead initiatives, and inspire a culture of excellence.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Strategic Customer Success Manager, you will:

• Progress to senior leadership roles such as Director of Customer Success or Vice President of Client Experience, shaping strategy and driving company‑wide initiatives.
• Take on cross‑functional projects that influence product strategy, sales enablement, and operational excellence, giving you a holistic view of the business.
• Access a robust learning ecosystem, including internal workshops, industry conferences, and tuition reimbursement for relevant certifications.
• Participate in mentorship programs that pair you with seasoned leaders across the organization, accelerating your professional development.
• Lead global initiatives, such as regional expansion programs or new vertical launches, expanding your influence beyond the national market.

Work Environment & Culture

Our culture is built on transparency, innovation, and a shared commitment to sustainability. You’ll find:

• A flexible work model that supports remote, hybrid, and on‑site options to promote work‑life balance.
• Regular team‑building events, hackathons, and community service initiatives that foster camaraderie and purpose.
• A diversity & inclusion framework that celebrates varied backgrounds and perspectives, ensuring everyone feels valued.
• Recognition programs that celebrate individual and team achievements, from “Customer Champion of the Quarter” to “Innovation Award.”
• Access to wellness resources, mental health support, and employee assistance programs that prioritize your well‑being.

Compensation & Benefits

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

• Base salary commensurate with market rates and your experience.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Comprehensive health, dental, vision, and wellness plans, including telehealth services.
• Retirement savings plans with company matching and a generous 401(k) contribution.
• Generous paid time off, parental leave, and flexible scheduling to support personal commitments.
• Employee stock purchase plan and equity options for eligible roles, aligning your success with the company’s growth.
• Professional development budget and access to industry certifications, conferences, and training programs.
• On‑site amenities such as wellness rooms, ergonomic workstations, and a vibrant cafeteria (for on‑site employees).

Diversity & Inclusion Statement

brighthush is committed to creating an inclusive environment where every employee feels respected, empowered, and heard. We actively seek diverse perspectives and encourage all candidates to apply, regardless of background, gender, ethnicity, age, disability, or sexual orientation.

Application Process

Ready to elevate client relationships, drive retention, and unlock revenue growth? Follow these steps to apply:

• Submit Your Application – Upload your resume and a cover letter that highlights your experience in customer success and your vision for driving loyalty and expansion.
• Initial Screening – Our recruiting team will review your application and reach out to schedule a brief phone interview to discuss your background and the role.
• First‑Round Interview – Meet with the Customer Success Lead and a member of the National Sales team to explore your strategic approach and problem‑solving skills.
• Case Study Presentation – Present a case study that demonstrates how you have successfully managed a complex client relationship, identified expansion opportunities, and delivered measurable results.
• Final Interview – Meet with senior leadership, including the VP of Customer Success and the Chief Operating Officer, to discuss cultural fit and long‑term vision.
• Offer & Onboarding – Receive a formal offer and begin a structured onboarding program that immerses you in brighthush’s culture, tools, and processes.

How to Apply

If you are a results‑oriented Customer Success professional ready to elevate client relationships, drive retention, and unlock revenue growth, we invite you to apply today. Join brighthush and help shape the future of information management while advancing your own career.

Ready to make an impact? Apply now and become part of a team that values innovation, integrity, and the power of partnership.