Senior Strategic Customer Success Manager – Mid‑Market Growth & Expansion Lead – Driving ROI, Customer Advocacy, and Long‑Term Partnerships at brighthush

Welcome to brighthush – Where Data Meets Impact

At brighthush, we’re not just a software company; we’re a catalyst for transformation in the finance and data world. Our cutting‑edge reporting, analytics, and performance‑management solutions empower more than 32,000 organizations across the globe to turn raw data into decisive, profit‑driving insights. From Financial Planning & Analysis (FP&A) to Controllership and Data & Analytics, our portfolio is engineered to help businesses navigate volatile markets, meet regulatory demands, and unlock sustainable growth.

Our mission is simple yet powerful: give finance and data professionals the clarity they need to make timely, intelligent decisions that elevate strategic impact. If you thrive in a fast‑moving, global environment where your ideas shape the future of finance technology, brighthush is the place for you.

Why brighthush is the Ideal Stage for Your Career

We’re more than a software provider – we’re a partner in your success. Our culture is built on curiosity, collaboration, and a relentless focus on delivering measurable value. We celebrate diversity, champion continuous learning, and reward innovation. At brighthush, you’ll find:

• Remote‑first flexibility that lets you work from anywhere while staying connected through weekly virtual town halls, quarterly all‑hands meetings, and regional meet‑ups.
• A high‑energy, high‑performance environment that encourages experimentation, rewards results, and fosters professional growth.
• Peer recognition programs, hackathons, and community service initiatives that celebrate wins and build camaraderie.
• Access to industry certifications, workshops, and conferences to keep you at the forefront of your field.
• Inclusive leadership that values every voice and promotes a culture of belonging.

Position Overview

As the Senior Strategic Customer Success Manager – Mid‑Market Growth & Expansion Lead, you will be the trusted advisor for our mid‑market customers. You will own the entire customer journey—from onboarding and adoption to renewal and expansion—ensuring each client realizes tangible ROI from brighthush’s solutions. Your commercial acumen, customer‑obsessed mindset, and ability to influence senior stakeholders will drive renewals, retention, and long‑term account growth. You will be the linchpin that turns satisfied users into passionate advocates.

Key Responsibilities

• Customer Champion: Serve as the primary point of contact and strategic advisor for assigned mid‑market accounts, building deep relationships with C‑suite and functional leaders.
• Adoption & Value Realization: Drive product adoption, engagement, and measurable value across the customer lifecycle through workshops, training, and best‑practice sharing.
• Quarterly Business Reviews (QBRs): Lead QBRs and Success Reviews aligned to customer KPIs, highlighting ROI, usage trends, and strategic next steps.
• Renewal & Expansion: Own the end‑to‑end renewal process, including pricing negotiations, contract discussions, and timely delivery of renewal quotes. Identify upsell and cross‑sell opportunities through data‑driven insights.
• Cross‑Functional Collaboration: Partner closely with Sales, Legal, Finance, Product, and Support teams to ensure a seamless customer experience and rapid issue resolution.
• Customer Health & Forecasting: Track and forecast key account metrics such as renewal pipeline, retention rates, Net Revenue Retention (NRR), and customer health scores.
• Escalation Management: Resolve high‑severity escalations, focusing on business impact and long‑term value preservation.
• Voice of the Customer: Share customer feedback and insights with product and strategy teams to influence roadmap and success initiatives.
• Success Stories & Advocacy: Develop compelling ROI narratives, case studies, and reference programs that showcase customer success.
• Process Improvement: Lead or contribute to special projects that enhance Customer Success processes, reporting, or strategy.
• Thought Leadership: Represent brighthush at industry events, webinars, and user groups to position the brand as a thought leader in finance technology.
• Data Stewardship: Maintain accurate and up‑to‑date customer data in Salesforce and Gainsight, ensuring insights are actionable and reliable.

Essential Qualifications

• Bachelor’s degree in Business, Finance, or a related field.
• 3–5 years of experience in Customer Success, Account Management, or a similar customer‑facing role.
• Proven track record of owning renewals and managing complex customer portfolios.
• Strong experience with Salesforce and customer success platforms (e.g., Gainsight).
• Exceptional executive‑level communication, presentation, and relationship‑building skills.
• Commercial acumen with confidence in pricing discussions and revenue influence.
• Analytical mindset capable of interpreting data, trends, and customer health indicators.
• Ability to operate autonomously in a fast‑paced, global, matrixed environment.
• Experience in the finance or analytics industry is highly desirable.

Preferred Qualifications

• Experience with financial systems, analytics, or CFO‑centered solutions.
• Background in SaaS or enterprise software environments.
• Demonstrated success in driving Net Revenue Retention (NRR) through renewals and expansion.
• Multilingual capabilities are a plus.
• Certifications in Customer Success Management (CSM), Salesforce, or related fields.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate customer goals into actionable plans.
• Customer‑Obsessed Mindset: Passion for ensuring customers achieve their desired outcomes.
• Influence & Negotiation: Skilled at persuading stakeholders and negotiating mutually beneficial agreements.
• Data‑Driven Decision Making: Comfortable using analytics to uncover insights and drive decisions.
• Project Management: Excellent organizational skills to manage multiple accounts and initiatives simultaneously.
• Collaboration: Proven ability to work effectively across cross‑functional teams.
• Adaptability: Thrive in a dynamic environment with evolving priorities.
• Mentorship: Ability to coach and develop junior team members.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product portfolio. As a Senior Strategic Customer Success Manager, you’ll have the chance to:

• Progress to Senior Customer Success Manager, Director of Customer Success, or VP of Customer Success.
• Lead global customer success initiatives and shape the overall customer experience strategy.
• Mentor junior team members and build high‑performing customer success squads.
• Participate in cross‑functional leadership programs and executive‑level strategy sessions.
• Access continuous learning resources, including industry certifications, workshops, and conferences.
• Take ownership of new product launches and go‑to‑market strategies.
• Contribute to the development of internal training programs and knowledge bases.

Work Environment & Culture

brighthush is a high‑energy, high‑performance organization that values innovation, transparency, and work‑life balance. Our remote‑first model gives you the flexibility to work from anywhere while staying connected through weekly virtual town halls, quarterly all‑hands meetings, and regional meet‑ups. We celebrate wins through peer recognition programs, hackathons, and community service initiatives. Our people thrive in an environment that encourages experimentation, rewards results, and fosters professional growth.

We are committed to building a diverse and inclusive workforce. Every team member is empowered to bring their authentic self to work, and we actively seek perspectives that challenge the status quo. Our leadership team champions equity, inclusion, and belonging, ensuring that every voice is heard and valued.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $79,000 – $99,000 annually (adjusted for experience and location).
• Performance‑based bonus potential for non‑sales roles.
• Commission structure for sales‑aligned roles.
• Health, dental, and vision insurance.
• 401(k) matching.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.
• Employee stock purchase plan.
• Comprehensive relocation assistance for eligible candidates.

Equal Opportunity Employer

brighthush is committed to creating an inclusive environment for all employees. We are proud to be an equal‑opportunity workplace and do not discriminate based on race, color, ethnicity, religion, gender, sexual orientation, age, disability, or any other protected class.

How to Apply

If you are ready to elevate your Customer Success career and help our mid‑market customers unlock the full potential of brighthush’s solutions, we’d love to hear from you. Click the link below to submit your application and join a team that values innovation, collaboration, and impact.