Senior Strategic Customer Success Manager – Enterprise‑Scale Growth, Retention & Innovation Leader for High‑Value SaaS Clients at brighthush

About brighthush

brighthush is a trailblazer in the SaaS ecosystem, delivering a unified cloud platform that empowers technology companies to scale with confidence. By weaving together advanced analytics, intelligent automation, and customer engagement tools, we create an ecosystem that drives adoption, unlocks revenue, and aligns cross‑functional teams. Our portfolio spans fintech, healthtech, e‑commerce, and enterprise software, and our culture is anchored in five core values: Customer Obsession, Innovation, Collaboration, Integrity, and Continuous Learning. These principles guide every interaction, from product development to client engagement.

Why brighthush?

In a world where customer experience is the ultimate differentiator, brighthush stands out by turning every client touchpoint into a strategic partnership. We invest heavily in data‑driven insights, empower our teams with cutting‑edge tools, and foster an environment where ideas thrive. If you are passionate about turning complex challenges into tangible business outcomes, thrive on collaboration with C‑suite executives, and want to shape the future of customer success, brighthush is the place for you.

Role Overview

As a Senior Strategic Customer Success Manager, you will be the trusted advisor for our most complex, high‑value accounts. Your influence will shape the future of our customer success organization, drive cross‑functional initiatives, and mentor the next generation of leaders. You will partner with C‑suite executives, product leaders, and operational teams to design and execute adoption strategies that translate into measurable business outcomes.

Key Responsibilities

• Account Leadership: Own a portfolio of high‑impact, high‑complexity customers, ensuring long‑term retention, expansion, and value realization.
• Strategic Planning: Develop and execute structured value frameworks that align product adoption with measurable outcomes, translating data into clear, actionable insights.
• Proactive Engagement: Leverage customer health analytics to surface insights, anticipate challenges, and deliver tailored interventions that keep customers ahead of their goals.
• Data‑Driven Storytelling: Craft compelling narratives for executive audiences, translating complex data into concise, persuasive recommendations.
• Renewal & Expansion Management: Own high‑risk renewals, negotiate contracts, and identify whitespace opportunities that extend beyond the current product portfolio.
• Escalation Resolution: Resolve escalated issues with independence and clarity, coordinating with leadership and cross‑functional teams to deliver timely, effective solutions.
• Onboarding & Enablement: Participate in the onboarding of new customers, establishing a strategic foundation that sets the stage for long‑term success.
• Cross‑Functional Influence: Collaborate with Product, Marketing, Support, and CS leadership to refine playbooks, provide feedback, and support post‑launch improvements.
• Mentorship: Coach and mentor junior CSMs, modeling best practices in communication, documentation, strategic thinking, and renewal management.
• Thought Leadership: Stay abreast of industry trends, emerging best practices, and competitive intelligence to continuously elevate the customer experience.

Essential Qualifications

• 5+ years of experience managing high‑value, complex customers in a fast‑paced SaaS or technology environment.
• Deep product and industry knowledge, with the ability to translate customer needs into strategic recommendations and influence roadmap discussions.
• Advanced communication skills, including executive‑level storytelling and data‑driven presentations.
• Proven track record of independently managing escalations, high‑risk renewals, and complex customer situations.
• Consistent record of meeting or exceeding retention and expansion metrics, including elevated quotas.
• Demonstrated leadership through mentoring, cross‑functional collaboration, and contribution to process/playbook improvements.
• Strong analytical skills, with the ability to synthesize data into actionable insights for both customers and internal teams.
• Creative strategic thinker who thrives in ambiguous environments and can navigate complex stakeholder landscapes.

Preferred Qualifications

• Experience in the healthcare, fintech, or enterprise software sectors.
• Background in implementing large‑scale adoption programs or enterprise transformation initiatives.
• Proficiency with CRM and analytics platforms such as brighthush, brighthush, or brighthush.
• Experience leading cross‑functional initiatives that drive product adoption and revenue growth.
• Advanced certification in Customer Success, Product Management, or a related field.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Influence & Negotiation: Skilled at building consensus and driving alignment across multiple stakeholders.
• Data Literacy: Comfortable working with large datasets, deriving insights, and presenting findings.
• Customer‑Centric Mindset: Passionate about delivering exceptional customer experiences and outcomes.
• Adaptability: Thrives in a dynamic environment, quickly adjusting priorities as needed.
• Collaboration: Works seamlessly with Product, Marketing, Support, and Finance teams.
• Leadership: Mentors peers, drives continuous improvement, and champions a culture of excellence.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured mentorship programs with senior leaders.
• Regular learning sessions, including industry conferences, webinars, and internal knowledge‑sharing workshops.
• Opportunities to lead cross‑functional projects that influence product strategy and go‑to‑market initiatives.
• A clear career ladder that rewards performance, innovation, and leadership, with pathways to Director of Customer Success, VP of Customer Experience, or Head of Customer Strategy.
• Access to a robust learning platform featuring courses on data analytics, negotiation, and strategic account management.

Work Environment & Company Culture

Our team is a vibrant mix of seasoned professionals and emerging talent, all united by a shared commitment to customer success. We foster a culture of transparency, collaboration, and continuous improvement. Key highlights include:

• Remote‑first flexibility with optional on‑site hubs in major cities.
• Inclusive hiring practices that celebrate diversity of thought and background.
• Regular town‑hall meetings where every voice can contribute to strategic direction.
• Team‑building events, hackathons, and community service initiatives.
• Open communication channels that encourage feedback and rapid iteration.

Compensation & Benefits

We offer a competitive, transparent compensation package that reflects your experience, role responsibilities, and geographic location. While the base salary range for this role is $76,500—$81,000 USD in the national average zone, we also provide:

• Variable performance bonuses tied to individual and company metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching and retirement planning resources.
• Generous paid time off, including vacation, sick leave, and personal days.
• Wellness programs such as gym memberships, mental health support, and wellness stipends.
• Professional development budget for conferences, certifications, and courses.
• Flexible work arrangements and a supportive remote‑work infrastructure.

How to Apply

Ready to take the next step in your career? Submit your application through our secure portal. We value transparency and will share the specific compensation range applicable to your geographic zone during the initial screening. If you have any questions, feel free to reach out to our recruiting team at [email protected].

Closing

At brighthush, we believe that the most successful organizations are built on strong, strategic relationships with their customers. As a Senior Strategic Customer Success Manager, you will be at the forefront of this mission, driving growth, fostering loyalty, and shaping the future of customer success. If you are ready to make a tangible impact, collaborate with a high‑performing team, and grow your career in a culture that values innovation and excellence, we encourage you to apply today.

Join us and help transform the way businesses succeed—one customer at a time.