Senior Strategic Customer Success Manager – Enterprise AI & Data Governance Solutions (Remote, Ireland)

About brighthush

At brighthush, we’re redefining the future of enterprise technology. Our mission is to empower organizations worldwide to unlock the full potential of their data, secure their digital assets, and accelerate their journey to AI‑ready operations. With a portfolio that spans data governance, cybersecurity, and platform modernization, we partner with more than 45,000 companies—including 90% of the Fortune 500—to solve the most critical challenges of today and tomorrow.

Our culture is built on curiosity, collaboration, and a relentless focus on delivering superior outcomes for our customers. We celebrate diversity, champion continuous learning, and reward bold ideas that drive real impact. Whether you’re a seasoned professional or an emerging talent, brighthush offers a dynamic, inclusive environment where you can grow, innovate, and make a difference.

Role Overview

As a Senior Strategic Customer Success Manager at brighthush, you will be the trusted advisor for our most strategic enterprise accounts. Your primary mission is to ensure that each customer realizes maximum value from our AI‑enabled solutions through deep adoption, measurable outcomes, and long‑term partnership. You will own the entire customer lifecycle—from initial deployment and adoption to value realization, renewal, and expansion—while collaborating closely with Sales, Product, Support, and Professional Services to deliver a seamless, high‑impact experience.

In this role, you will:

• Serve as the single point of contact for executive and technical stakeholders, building trust and influencing strategy.
• Drive adoption of brighthush’s AI, data governance, and cybersecurity platforms, turning technology into tangible business value.
• Identify and nurture upsell and cross‑sell opportunities, working hand‑in‑hand with Account Executives to grow recurring revenue.
• Champion continuous improvement by capturing customer feedback, translating it into product enhancements, and advocating for the customer’s voice across the organization.
• Lead executive business reviews, data‑driven impact reports, and strategic roadmaps that align with each customer’s business objectives.

Key Responsibilities

• Customer Relationship Ownership: Manage a portfolio of global or large‑scale strategic accounts, maintaining relationships at all levels—executive, management, and technical leaders.
• Strategic Value Planning: Develop and maintain Success Plans that align with customer‑defined business outcomes and value milestones.
• Coach and mentor junior CSMs, sharing best practices and fostering a culture of excellence.
• Identify and implement solutions that improve customer success metrics, adoption rates, and overall satisfaction.
• Collaborate with cross‑functional teams—Sales, Support, Product, Renewals, and Professional Services—to ensure continuity and strategic alignment.
• Act as an escalation point for high‑impact customer issues, coordinating rapid resolution with internal stakeholders.
• Monitor customer analytics and KPIs, proactively addressing risks and opportunities to reinforce value.
• Facilitate Executive Business Reviews (EBRs) and other high‑level engagements, using data and success plans to demonstrate impact.
• Drive cross‑sell and upsell initiatives, ensuring a positive customer experience while maximizing revenue potential.
• Implement scalable programs and process improvements that enhance internal efficiency and customer experience.

Essential Qualifications

• Bachelor’s or Master’s degree (or equivalent experience) in Business, Technology, or a related field.
• Minimum of 6 years of experience in Customer Success, Technical Account Management, Sales Engineering, or a similar role focused on driving adoption and retention.
• Deep experience managing enterprise accounts in platform management and security solutions, with a proven track record of growth, adoption, and retention at the executive level.
• Exceptional ability to translate complex business requirements into clear, measurable value propositions.
• Proven skill in managing executive relationships (VP/CxO) and influencing strategic decisions.
• Strong knowledge of Customer Success best practices, including process definition, enablement, and adoption programs.
• Excellent organizational skills, with the ability to set milestones, track progress, and keep Success Plans on target.
• Experience handling internal and external escalations with a focus on rapid resolution.
• Outstanding communication skills—both written and verbal—across all stakeholder levels.
• Fluency in English and German; additional language skills (e.g., Dutch) are a plus.

Preferred Qualifications

• Experience leading transformational Customer Success initiatives, especially during product shifts from on‑premise to SaaS.
• Background in B2B software sales or customer success within a high‑growth technology company.
• Proficiency with Customer Success tools such as Gainsight or Totango, and CRM systems like Salesforce.Apply for this job