Senior Strategic Customer Success Manager – Enterprise SaaS Adoption, ROI, and Growth Champion for brighthush

About brighthush

brighthush is a forward‑thinking SaaS powerhouse that empowers enterprises to unlock the full potential of their data, streamline compliance, and accelerate digital transformation. With a global footprint and a culture built on curiosity, collaboration, and continuous learning, brighthush delivers cutting‑edge solutions that help our clients navigate complex regulatory landscapes and achieve measurable business outcomes. As we expand our footprint across industries, we’re looking for passionate, data‑driven professionals who thrive in a fast‑paced, customer‑centric environment.

Role Overview

As a Senior Strategic Customer Success Manager at brighthush, you will be the champion of a portfolio of enterprise accounts, ensuring each client achieves a clear, documented return on investment (ROI) and is positioned for successful renewal. You will partner closely with Sales, Product, and Adoption Services to design and execute scalable adoption programs, translate data signals into actionable insights, and drive transformational change that fuels growth and customer loyalty.

Why This Role Matters

• Influence the success of high‑value accounts that drive revenue and brand advocacy.
• Leverage data, AI, and creative systems thinking to scale impact across a diverse portfolio.
• Shape the future of customer success at brighthush by contributing to playbooks, tactics, and best‑practice frameworks.
• Grow your career in a supportive, high‑growth environment that rewards initiative and results.

Key Responsibilities

Drive Adoption and Value Realization

• Continuously monitor adoption metrics, interpreting signals from brighthush and other analytics tools to identify opportunities for proactive outreach.
• Collaborate with Sales and Adoption Services to co‑create tailored adoption roadmaps that align with each customer’s business objectives.
• Lead discovery conversations and value‑based presentations, translating customer needs into actionable product use cases and guiding them toward measurable outcomes.
• Deliver customized onboarding sessions and advanced training, partnering with cross‑functional teams (Product, Support, Marketing) to tailor content to each account’s maturity level.
• Build a compelling ROI narrative for every portfolio account, documenting verified outcomes and aligning them with the customer’s KPIs.

Manage Health, Risk, and Operational Discipline

• Maintain a real‑time health score for each account, surfacing risks proactively and owning remediation within defined timelines.
• Ensure impeccable brighthush hygiene: log signal‑based interventions, track adoption milestones, and surface risks with appropriate urgency.
• Implement a structured escalation process for high‑risk accounts, collaborating with internal stakeholders to mitigate churn risk.

Drive Scaled Impact with AI and Creative Systems Thinking

• Design and execute scalable tactics—digital communications, open trainings, asynchronous resources, and signal‑triggered outreach—to accelerate adoption across the portfolio.
• Leverage generative AI tools (brighthush, brighthush, etc.) to draft communications, build templates, analyze adoption patterns, and craft compelling ROI narratives.
• Document what works and what doesn’t, contributing learnings, tactic experiments, and playbook inputs back to the segment manager and cross‑segment team.
• Champion a culture of experimentation, using data to validate hypotheses and iterate on customer success strategies.

Essential Qualifications

• 2–4 years of experience in Customer Success, Consulting, Account Management, or a scaled customer‑facing role within a SaaS or technology environment.
• Strong data fluency: ability to interpret adoption signals, utilization trends, and health scores, translating them into prioritized action.
• Exceptional written communication skills: craft clear, purposeful outreach that starts with AI‑powered templates but reflects thoughtful audience adaptation.
• Outcome‑driven mindset: deliver value through targeted, time‑boxed engagements that drive measurable business impact.
• Operational discipline: reliable brighthush execution, urgency in addressing next steps, and proactive risk surfacing.
• AI fluency: comfortable using generative AI tools to accelerate work quality and scale impact.

Preferred Qualifications

• Experience in legal technology, eDiscovery, compliance workflows, or regulated industries.
• Familiarity with brighthush, brighthush, or equivalent CS platforms.
• Experience designing or running scaled digital customer programs (newsletters, webinars, async resources).

Skills & Competencies

• Account Management – Build and maintain strong, long‑term relationships with key stakeholders.
• Active Listening – Understand customer pain points and translate them into actionable insights.
• Communication – Articulate complex concepts in a clear, concise manner across all levels.
• Customer Relationships – Foster trust and credibility with clients.
• Customer Success – Drive adoption, retention, and expansion.
• Empathy – Demonstrate genuine care for customer success.
• Relationship Management – Navigate cross‑functional relationships to deliver value.
• Retention Strategies – Implement proactive tactics to reduce churn.
• Sales – Collaborate with Sales to identify upsell and cross‑sell opportunities.
• Training Delivery – Design and deliver engaging training experiences.

Career Growth & Learning Opportunities

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

• Progress to senior roles such as Senior Customer Success Manager, Customer Success Director, or VP of Customer Success.
• Lead cross‑functional initiatives, influencing product roadmap and customer experience strategy.
• Participate in leadership development programs, mentorship, and industry conferences.
• Access continuous learning resources, including AI tool workshops, data analytics courses, and soft‑skill training.

Work Environment & Company Culture

brighthush offers a hybrid work model that blends remote flexibility with collaborative in‑office hubs. Our culture is defined by:

• Innovation – We encourage experimentation and reward creative problem‑solving.
• Transparency – Open communication channels across all levels.
• Inclusivity – A diverse workforce that values different perspectives.
• Collaboration – Cross‑functional teams that work together to deliver customer value.
• Well‑being – Comprehensive wellness programs, mental health support, and flexible schedules.

Compensation & Benefits

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

• Base salary commensurate with market rates and experience.
• Performance‑based bonus structure tied to customer success metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Health, dental, and vision insurance.
• 401(k) matching (or equivalent retirement plan).
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Wellness stipend, gym memberships, and mental health resources.

How to Apply

Ready to take the next step in your career and help shape the future of customer success at brighthush? Submit your application through our careers portal or send your resume and cover letter to [email protected]. We look forward to exploring how your expertise can drive value for our clients and accelerate our mission to empower enterprises worldwide.

Join brighthush today and become a catalyst for transformative growth, delivering measurable ROI and building lasting customer relationships.