Senior Strategic Customer Success Manager – EMEA (Enterprise AI & Data Platform) – Driving Adoption, Retention, Expansion, and Revenue Growth for High‑Value Enterprise Accounts with Proven AI & Data Expertise

About brighthush

brighthush is a trailblazer in the AI and data infrastructure landscape, redefining how enterprises harness contextual intelligence. Our flagship platform unifies graph, vector, document, key‑value, and search capabilities into a single, out‑of‑the‑box solution that empowers AI agents, assistants, and applications with real‑time, trusted business context. By eliminating the fragmented, multi‑stack architectures that many organizations struggle with, brighthush accelerates the journey from AI pilots to reliable production systems while dramatically reducing infrastructure complexity and total cost of ownership.

Trusted by leading enterprises across finance, healthcare, retail, and manufacturing, brighthush is at the forefront of AI innovation. As a proud member of the brighthush Inception Program and the brighthush ISV Accelerate Program, we collaborate with top‑tier partners and thought leaders to shape the future of contextual data for AI. Our mission is simple: deliver the most trusted, unified data foundation that enables AI to reason, decide, and act at scale.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, fast‑moving team that is redefining how enterprises build AI‑powered applications. You’ll work alongside seasoned engineers, product managers, and marketers to deliver cutting‑edge solutions that drive real business outcomes. Our culture is built on collaboration, continuous learning, and a shared commitment to excellence. We celebrate successes, learn from challenges, and empower each other to grow both personally and professionally.

Role Purpose

The Senior Strategic Customer Success Manager – EMEA is the linchpin in driving adoption, retention, and expansion across our high‑value strategic accounts. Through consultative engagement and executive alignment, you will ensure that our customers realize maximum ROI from the brighthush platform, while identifying and nurturing opportunities for growth. You will be the trusted advisor who translates customer needs into actionable insights for product and engineering, and the catalyst who turns satisfied users into passionate advocates.

Key Responsibilities

• Elevated Technical Support: Provide expert‑level technical assistance to resolve complex issues, bugs, and upgrade challenges, ensuring minimal disruption to customer operations.
• Onboarding & Adoption: Lead end‑to‑end onboarding journeys, crafting tailored success plans that align with each customer’s unique business objectives.
• Trusted Advisor Relationships: Build and maintain strong, trust‑based relationships with executive and operational stakeholders, positioning yourself as the go‑to partner for all platform‑related matters.
• Quarterly & Monthly Business Reviews: Conduct QBRs and MBRs to track ROI, business outcomes, and strategic alignment, presenting insights and recommendations to senior leadership.
• Expansion & Upsell Collaboration: Partner closely with Sales to identify expansion opportunities, develop account plans, and close deals that drive revenue growth.
• Customer Advocacy: Champion customer voices within brighthush, ensuring that feedback informs product roadmap, feature enhancements, and service improvements.
• Case Management: Monitor open cases, coordinate with support teams, and ensure timely resolution, maintaining high customer satisfaction scores.
• Voice of the Customer: Translate customer needs and pain points into actionable insights for Product & Engineering, fostering continuous improvement.
• Strategic Account Planning: Own the account strategy for each high‑value client, mapping out a clear path to expansion, renewal, and deepening partnership.
• Cross‑Functional Leadership: Lead cross‑functional workshops and steering committees that align product, engineering, and support teams around customer priorities.
• Data‑Driven Decision Making: Leverage analytics to measure success, identify trends, and recommend proactive actions that enhance customer outcomes.

Key Metrics & Success Indicators

• Gross/Net Retention (GRR/NRR) – Target > 120% NRR for strategic accounts.
• Executive Engagement & ROI Achievement – Regular executive touchpoints and measurable ROI milestones.
• Expansion Pipeline Influence – Drive at least 30% of the expansion pipeline through strategic initiatives.
• Customer Advocacy – Secure case studies, references, and high NPS scores.
• Case Resolution Time – Reduce average ticket resolution time by 20%.
• Customer Satisfaction – Maintain CSAT scores above 90% across all touchpoints.

Essential Qualifications

• Minimum 5 years of experience in customer‑facing roles, with a strong focus on engagement, technical training, and account management.
• Proficiency with ticketing systems such as JIRA, Zendesk, or equivalent.
• Hands‑on experience with at least one programming language (C++, Java, JavaScript, or similar).
• Solid understanding of network fundamentals (DHCP, DNS, HTTP).
• Experience administering Unix/Linux systems (RedHat, CentOS, CoreOS).
• Containerization expertise with Docker and Kubernetes.
• Background in NoSQL technologies and database systems.
• Exceptional troubleshooting skills and technical communication in English.
• Strong root‑cause analysis and analytical capabilities.
• Ability to prioritize tasks in a fast‑moving, high‑pressure environment.
• Calm under pressure and adaptable to rapid change.
• Experience with graph technologies is a plus.

Preferred Qualifications

• Experience in the AI, data, or cloud services industry.
• Prior success in managing enterprise‑scale accounts with complex technical requirements.
• Demonstrated ability to influence cross‑functional teams and drive product improvements.
• Knowledge of AI/ML workflows and how data platforms support them.
• Fluency in additional languages (e.g., French, German, Spanish) is an advantage for EMEA coverage.
• Experience with SaaS or cloud‑native product success programs.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer success initiatives with business goals.
• Relationship Building: Proven track record of building trust with C‑suite executives and technical leads.
• Communication: Clear, concise, and persuasive communication across all levels.
• Analytical Mindset: Data‑driven decision making and problem solving.
• Project Management: Managing multiple initiatives simultaneously with strong organizational skills.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences.
• Technical Acumen: Deep understanding of cloud, networking, and database technologies.
• Leadership Presence: Ability to influence without authority and inspire cross‑functional teams.
• Adaptability: Thrives in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Strategic Customer Success Manager, you will:

• Advance to senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy and roadmap.
• Participate in industry conferences, workshops, and training programs to stay ahead of emerging trends.
• Mentor junior team members, fostering a culture of knowledge sharing and continuous improvement.
• Collaborate with global teams, gaining exposure to diverse markets and cultures.
• Earn certifications in AI, data engineering, or customer success management.
• Contribute to thought‑leadership content, such as whitepapers, webinars, and case studies.

Work Environment & Culture

brighthush offers a flexible, remote‑first work environment that supports work‑life balance. Our culture is defined by:

• Innovation: A collaborative space where ideas are challenged and refined.
• Transparency: Open communication channels and data‑driven decision making.
• Inclusivity: A diverse workforce that values different perspectives.
• Recognition: Regular acknowledgment of achievements and milestones.
• Well‑being: Comprehensive health benefits, mental health resources, and wellness programs.
• Community: Volunteer initiatives and social impact projects that align with our mission.
• Learning Culture: Continuous learning through internal knowledge hubs, lunch‑and‑learn sessions, and external courses.

Compensation & Benefits

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

• Base salary commensurate with market standards.
• Performance‑based bonuses tied to key metrics such as NRR and expansion pipeline.
• Equity options to share in the company’s long‑term success.
• Health, dental, and vision insurance.
• Flexible paid time off and parental leave.
• Professional development budget and tuition reimbursement.
• Remote work stipend and home office setup support.
• Annual company retreats and team‑building events.
• Access to a global network of experts and industry leaders.

How to Apply

If you are passionate about driving customer success in the AI and data platform space, and you thrive in a fast‑paced, collaborative environment, we would love to hear from you. Submit your application through our careers portal and join brighthush in shaping the future of enterprise AI.

Join brighthush Today!

Become a key player in our mission to deliver the most trusted, unified data foundation for AI. Your expertise will help our customers unlock new levels of insight, efficiency, and innovation. Apply now and take the next step in your career with brighthush.