Senior Strategic Customer Success Manager – Enterprise & Partner Portfolio Leadership, Growth & Innovation – Driving Customer Success & Revenue Expansion at brighthush

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: to give every customer the confidence that their payment data is safe, their compliance is seamless, and their experience is effortless.

Role Overview

As a Senior Strategic Customer Success Manager at brighthush, you will be the linchpin between our enterprise clients, partner ecosystem, and internal product teams. You will own the entire customer lifecycle for our largest accounts, ensuring they extract maximum value from our platform while driving upsell and renewal opportunities. Your strategic mindset, deep industry knowledge, and passion for customer advocacy will help shape the future of payment security and elevate brighthush’s reputation as a trusted partner.

Key Responsibilities

• Enterprise Portfolio Leadership: Manage a portfolio of 15–20 high‑value enterprise accounts, each with complex payment security needs. Own the end‑to‑end customer journey from onboarding to expansion.
• Partner Collaboration: Work closely with our partner network to co‑create joint go‑to‑market strategies, ensuring seamless integration of brighthush solutions into partner offerings.
• Strategic Account Planning: Develop and execute annual account plans that align with each client’s business objectives, risk appetite, and compliance roadmap.
• Value Realization & ROI: Quantify and communicate the tangible business benefits of brighthush’s solutions, using data‑driven insights to demonstrate ROI and secure renewals.
• Cross‑Functional Leadership: Partner with Sales, Product, Engineering, and Marketing to surface customer feedback, influence product roadmap, and launch new features that address market pain points.
• Risk & Compliance Management: Stay abreast of evolving PCI, GDPR, and other regulatory frameworks, advising clients on best practices and ensuring their compliance posture remains robust.
• Customer Advocacy & Voice: Champion the customer’s voice within brighthush, driving initiatives that improve product usability, support experience, and overall satisfaction.
• Metrics & Reporting: Own key performance indicators such as Net Promoter Score (NPS), Customer Health Score, renewal rates, and expansion revenue. Provide regular insights to senior leadership.
• Thought Leadership: Represent brighthush at industry events, webinars, and white‑paper sessions, positioning the company as a thought leader in payment security.
• Team Mentorship: Mentor junior Customer Success Managers, fostering a culture of continuous learning and high performance.

Essential Qualifications

• Bachelor’s degree in Business, Finance, Computer Science, or a related field.
• 10+ years of experience in customer success, account management, or enterprise sales, preferably within fintech, payment security, or SaaS environments.
• Proven track record of managing large, complex enterprise accounts and driving upsell/renewal success.
• Deep understanding of PCI DSS, GDPR, and other payment compliance standards.
• Exceptional communication skills—able to translate technical concepts into business value for C‑suite executives.
• Strong analytical mindset with proficiency in data analysis tools (e.g., Excel, Tableau, Power BI).
• Experience leading cross‑functional initiatives and influencing product strategy.
• Demonstrated ability to build and maintain strategic relationships with key stakeholders.
• High emotional intelligence and a customer‑centric mindset.

Preferred Qualifications

• Advanced degree (MBA, MS in Finance, etc.) or relevant certifications (CISSP, CISA, or PCI Qualified Security Assessor).
• Experience working with contact center technology stacks (e.g., Genesys, Five9, NICE).
• Background in consulting or professional services, with a focus on digital transformation.
• Fluency in multiple languages, especially English and Spanish.
• Prior experience in a startup or high‑growth environment where rapid scaling and innovation were key.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Relationship Building: Proven skill in cultivating trust with executives and technical teams.
• Problem Solving: Creative and analytical approach to complex challenges.
• Project Management: Manage multiple initiatives simultaneously while meeting deadlines.
• Data‑Driven Decision Making: Leverage metrics to guide strategy and measure success.
• Adaptability: Thrive in a fast‑moving, evolving environment.
• Leadership: Inspire and guide junior team members toward shared goals.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Strategic Customer Success Manager, you will have access to:

• Executive mentorship from our C‑suite leaders, providing insights into strategic decision‑making.
• Annual learning budget for certifications, conferences, and industry events.
• Internal mobility programs that allow you to transition into Product Management, Sales Leadership, or Consulting roles.
• Quarterly “Innovation Labs” where you can experiment with new tools, processes, and customer engagement tactics.
• Recognition programs that celebrate high performers and encourage knowledge sharing.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model empowers employees to work from anywhere while staying connected through:

• Weekly all‑hands meetings that keep everyone aligned on company vision.
• Monthly hackathons where cross‑functional teams prototype solutions to real customer pain points.
• Wellness initiatives, including virtual yoga sessions, mental health resources, and a generous paid‑time‑off policy.
• Community outreach programs that encourage employees to volunteer and give back.
• Inclusive hiring practices that celebrate diversity of thought, background, and experience.

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 for senior customer success roles.
• Performance‑based bonus structure tied to account growth, renewal rates, and customer satisfaction.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible work hours.
• Professional development stipend and access to industry‑leading training platforms.

How to Apply

Ready to take the next step in your career and help shape the future of payment security? Click the link below to submit your application and join the brighthush team. We’re excited to learn how your expertise can drive success for our enterprise clients and partners.

Apply for this job

Closing Statement

At brighthush, we’re not just building technology; we’re building trust. If you’re a strategic thinker with a passion for customer success, a knack for navigating complex enterprise landscapes, and a desire to make a tangible impact, we want to hear from you. Join us and help us empower the world’s most trusted contact centers to deliver secure, compliant, and friction‑free payment experiences.