Senior Strategic Customer Success Manager – Enterprise & Partner Portfolio Leadership

About brighthush

brighthush is a trailblazing provider of payment security solutions that empower contact centers and their partners to protect customer data, achieve PCI compliance, and deliver friction‑free experiences. With a focus on innovation, scalability, and customer success, brighthush has become the go‑to partner for Fortune 500 enterprises and high‑growth SaaS companies alike. Our mission is simple: Secure every transaction, every interaction, and every customer journey. As we continue to expand our footprint across the United States, we’re looking for a visionary Customer Success Manager who can drive growth, nurture strategic relationships, and champion our customers’ success at the highest level.

Why Join brighthush?

At brighthush, we believe that people are the heart of everything we do. Our culture is built on collaboration, continuous learning, and a shared commitment to excellence. When you join our team, you’ll experience:

• Impactful Work: Own a portfolio of the most complex and high‑value accounts, shaping the future of payment security for thousands of customers.
• Career Growth: Accelerate your career through mentorship, leadership opportunities, and a clear path to senior leadership roles.
• Innovation‑Driven Environment: Work alongside world‑class engineers, product managers, and sales leaders to bring cutting‑edge solutions to market.
• Work‑Life Balance: Flexible remote work, generous PTO, and a “work from anywhere” policy that respects your personal and professional life.
• Competitive Compensation: A base salary that reflects your expertise, coupled with performance bonuses, equity, and a comprehensive benefits package.

Key Responsibilities

As a Senior Strategic Customer Success Manager, you will be the trusted advisor and strategic partner for our largest enterprise accounts and channel partners. Your day‑to‑day responsibilities will include:

• Portfolio Ownership: Manage end‑to‑end relationships for a select group of high‑value enterprise customers and strategic reseller partners.
• Executive Sponsorship: Build and maintain multi‑threaded relationships across IT, security, compliance, finance, and contact center operations, ensuring alignment with business objectives.
• Strategic Planning: Develop and execute account plans that tie brighthush’s solutions to each customer’s business goals, compliance roadmap, and technology strategy.
• Business Reviews: Lead quarterly executive business reviews (EBRs) that showcase value delivered, adoption metrics, risk mitigation, and joint roadmaps.
• Partner & Channel Management: Navigate complex relationships with platform and reseller partners, clarifying ownership, contracts, integrations, and support responsibilities.
• Technical Advisory: Serve as the technical authority on deployment, integrations (APIs, telephony, payment gateways), cloud architecture, SSO, and security best practices.
• Escalation Leadership: Own the resolution of escalations and major incidents, coordinating cross‑functional teams (Support, Engineering, Partner) to ensure minimal disruption.
• Renewal & Expansion: Lead multi‑year renewal negotiations, pricing, scope, and contract terms, driving gross and net revenue retention while identifying upsell and cross‑sell opportunities.
• Health & Insight: Use data analytics (usage, health scores, NPS, stakeholder sentiment) to identify churn risk, recommend mitigation strategies, and report findings to senior leadership.
• Voice of the Customer: Advocate for customer needs in product roadmap discussions and go‑to‑market strategies, turning feedback into actionable product enhancements.
• Reference & Advocacy: Develop customers and partners into reference accounts, case studies, and brand advocates that fuel growth and market credibility.

Essential Qualifications

• 8+ years of experience in Customer Success, Strategic Account Management, or Technical Account Management within B2B SaaS.
• Minimum 4 years owning large, strategic enterprise accounts with a proven track record of retaining and growing seven‑figure ARR portfolios.
• Demonstrated success in managing accounts delivered through technology partners, resellers, or OEMs, navigating commercial and operational complexities.
• Strong technical foundation: comfortable discussing integrations, APIs, cloud architecture, SSO, authentication, and security with solutions architects and engineers.
• Executive presence: proven ability to build trusted relationships with VPs, CIOs, CISOs, and partner alliance teams, and to lead difficult conversations with confidence.
• Commercial acumen: expertise in deal structuring, pricing, and contract negotiation.
• Analytical mindset: use data on usage, health, and revenue to spot risk and opportunity, translating insights into clear recommendations.
• Experience leading cross‑functional teams without direct authority, especially during escalations.
• Willingness to travel up to 30% within the United States to meet customers, partners, and industry events.

Preferred Qualifications

• Background in contact center, CCaaS, or UCaaS ecosystems such as Genesys, Amazon Connect, Zoom, NICE, Five9, or Microsoft Teams.
• Knowledge of payments, PCI DSS, or other compliance‑driven technologies (security, data privacy).
• Prior experience in solutions engineering, solutions architecture, or technical account management before transitioning to a commercial role.
• Proficiency with Salesforce, HubSpot, Gainsight, or ChurnZero.

Skills & Competencies

• Strategic Thinking & Execution
• Relationship Building & Influence
• Technical Fluency & Problem Solving
• Data‑Driven Decision Making
• Negotiation & Deal Closure
• Project & Program Management
• Cross‑Functional Collaboration
• Customer‑Centric Mindset
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Senior Strategic Customer Success Manager, you will have access to:

• Leadership development programs that prepare you for executive roles.
• Mentorship from senior leaders across product, engineering, and sales.
• Regular training on emerging technologies, compliance standards, and industry trends.
• Opportunities to lead cross‑functional initiatives, product launches, and go‑to‑market strategies.
• Clear performance metrics that align with career advancement and compensation.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model means you can work from anywhere in the United States, supported by a robust digital collaboration ecosystem. We celebrate diversity, encourage open dialogue, and reward creativity. Our team enjoys:

• Regular virtual town halls and knowledge‑sharing sessions.
• Ad‑hoc team events, incentive programs, and friendly competitions.
• Access to a wellbeing hub offering support, discounts, cashback, and savings.
• Flexible work hours that respect personal commitments.

Compensation & Benefits

Base Salary: Competitive, commensurate with experience (USD 130,000 – 150,000 per year). Performance Bonus: Up to 20% of base salary based on individual and company performance. Equity: Stock options as part of the total compensation package. Benefits: Comprehensive medical, dental, and vision coverage; 25 days paid time off; 2 weeks “work from anywhere” per year; and a robust benefits hub. Professional Development: Budget for conferences, certifications, and training courses. Wellbeing: Access to mental health resources, wellness programs, and a dedicated employee assistance program. Other Perks: Company‑wide retreats, team‑building activities, and a culture that values work‑life balance.

How to Apply

If you’re ready to take your career to the next level, lead transformative customer journeys, and shape the future of payment security, we want to hear from you. Submit your application through our careers portal and join a team that’s redefining success in the SaaS industry.

brighthush – Where Security Meets Innovation

At brighthush, we’re not just building products; we’re building trust. Join us and help secure the world’s most valuable data, one transaction at a time.