Senior Strategic Customer Success Manager – Enterprise SaaS Growth & Adoption Leader (Remote)

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses to unlock the full potential of their digital ecosystems. With a portfolio of cutting‑edge SaaS solutions spanning customer relationship management, supply chain optimization, and data analytics, we help organizations transform their operations, enhance customer experiences, and accelerate growth. Our mission is to deliver measurable value through strategic partnership, data‑driven insights, and relentless focus on customer success.

Role Overview

As a Senior Strategic Customer Success Manager at brighthush, you will be the trusted advisor for our most critical enterprise accounts. You will own the end‑to‑end customer journey, from onboarding through expansion, ensuring that each client realizes maximum ROI from our suite of cloud services. Your strategic mindset, deep industry knowledge, and ability to influence cross‑functional teams will be essential in driving adoption, mitigating risk, and uncovering new revenue opportunities.

Why This Role Matters

In today’s hyper‑competitive SaaS landscape, customer retention and expansion are the primary drivers of sustainable growth. The Senior Strategic Customer Success Manager sits at the intersection of product, sales, and operations, translating business objectives into actionable plans that deliver tangible results. If you thrive on building executive relationships, orchestrating complex projects, and turning data into strategic insights, this role offers the perfect platform to showcase your expertise.

Key Responsibilities

• Executive Relationship Management: Serve as the primary point of contact for C‑suite stakeholders, building trust and credibility through regular business reviews, strategic planning sessions, and proactive communication.
• Adoption & Enablement: Drive product adoption across the organization by collaborating with product, training, and support teams to create tailored enablement plans, workshops, and best‑practice guides.
• Account Health & Risk Mitigation: Monitor key health metrics (NPS, churn risk, usage patterns) and develop mitigation plans for at‑risk accounts, ensuring a proactive approach to churn prevention.
• Expansion & Upsell Opportunities: Identify and quantify expansion opportunities, working closely with the sales team to develop joint account plans that align with client objectives and revenue targets.
• Cross‑Functional Leadership: Lead cross‑departmental initiatives, coordinating with engineering, product, marketing, and finance to resolve issues, launch new features, and deliver value‑added services.
• Strategic Consulting: Provide thought leadership on industry trends, digital transformation roadmaps, and best practices, positioning brighthush as a strategic partner rather than just a vendor.
• Travel & On‑Site Engagement: Travel up to 20% of the time to client sites, partner events, and industry conferences to strengthen relationships and gather first‑hand insights.
• Reporting & Analytics: Build and maintain dashboards that track adoption, health, and expansion metrics, presenting findings to senior leadership and clients.
• Continuous Improvement: Champion a culture of continuous improvement by capturing lessons learned, recommending process enhancements, and driving the evolution of the customer success framework.

Essential Qualifications

• Minimum 5 years of experience in a Customer Success, Account Management, or Enterprise SaaS role, preferably within a B2B context.
• Proven track record of managing high‑value enterprise accounts and driving measurable adoption and expansion.
• Deep understanding of CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable strategies.
• Excellent communication and presentation skills, capable of engaging C‑suite executives and technical stakeholders alike.
• Experience working in a fast‑paced, cross‑functional environment with a focus on delivering customer value.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.

Preferred Qualifications

• Experience in the manufacturing, logistics, or supply‑chain sectors, aligning closely with brighthush’s core customer base.
• Advanced certifications in Customer Success (CSM, CSPO) or related disciplines.
• Fluency in multiple languages, enhancing communication with global accounts.
• Prior experience leading or mentoring a team of Customer Success Managers.
• Knowledge of data‑driven marketing and analytics platforms.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market shifts, and align customer goals with product roadmaps.
• Relationship Building: Proven skill in cultivating long‑term partnerships and influencing decision makers.
• Project Management: Strong organizational skills to manage multiple initiatives, timelines, and stakeholders simultaneously.
• Data Literacy: Comfortable working with dashboards, SQL queries, and data visualization tools.
• Problem Solving: Creative and analytical mindset to troubleshoot issues and propose innovative solutions.
• Adaptability: Thrive in a dynamic environment, quickly adjusting to changing priorities and client needs.
• Collaboration: Work seamlessly with cross‑functional teams, fostering a culture of shared success.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Senior Strategic Customer Success Manager, you will:

• Progress to Director or VP of Customer Success, overseeing a global team and shaping the customer success strategy.
• Participate in leadership development programs, executive coaching, and industry conferences.
• Engage in cross‑departmental projects that expose you to product development, sales strategy, and data science.
• Earn certifications in advanced customer success methodologies and emerging technologies.
• Contribute to thought leadership pieces, whitepapers, and webinars that position you as an industry expert.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on customer impact. We value:

• Remote‑First Flexibility: Work from anywhere while staying connected through virtual collaboration tools.
• Inclusive Community: A diverse workforce that celebrates different perspectives and fosters belonging.
• Innovation Hub: A culture that encourages experimentation, continuous learning, and the sharing of ideas.
• Recognition & Rewards: Regular recognition programs, performance bonuses, and milestone celebrations.
• Well‑Being Support: Comprehensive health plans, mental health resources, and wellness initiatives.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer success leaders.
• Performance‑based bonuses tied to account growth, adoption metrics, and customer satisfaction.
• Equity options to share in the company’s long‑term success.
• Health, dental, and vision insurance plans for you and your dependents.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and access to industry conferences.

How to Apply

Ready to take the next step in your career and help shape the future of enterprise SaaS? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Strategic Customer Success Manager role at brighthush. We look forward to exploring how your expertise can drive success for our clients and our organization.

Join brighthush – Where Customer Success Meets Innovation

At brighthush, you’ll be part of a mission‑driven team that values curiosity, collaboration, and a passion for delivering real value to customers. If you’re eager to influence strategy, build lasting relationships, and accelerate growth in a dynamic, remote‑first environment, we want to hear from you. Apply today and become a pivotal force in our journey to redefine enterprise success.