Strategic Customer Success Leader – Enterprise SaaS Solutions & Digital Transformation (Remote)

About brighthush

brighthush is a global pioneer in delivering cutting‑edge digital transformation solutions that empower businesses to thrive in an increasingly connected world. With a portfolio that spans cloud‑native platforms, AI‑driven analytics, and industry‑specific SaaS applications, we help enterprises unlock their full potential by aligning technology with strategic business goals. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. As a remote‑first organization, we bring together diverse talent from across the globe, fostering an environment where innovation and impact go hand in hand.

Why This Role Matters

In today’s fast‑moving market, customers expect more than just a product—they demand a partner who understands their vision and can guide them through complex digital journeys. As the Strategic Customer Success Leader at brighthush, you will be the linchpin that connects our technology, people, and customers. You will shape the future of our enterprise relationships, ensuring that our solutions not only meet but exceed the evolving needs of our most strategic accounts.

Key Responsibilities

• Account Strategy & Planning: Design and execute comprehensive success plans for our top-tier enterprise customers, aligning our SaaS offerings with their long‑term business objectives.
• Risk Management & Retention: Proactively identify and mitigate risks that could impact customer satisfaction or renewal, using data‑driven insights to drive retention and expansion.
• Executive Relationship Building: Serve as the primary point of contact for C‑suite stakeholders, cultivating trust and positioning brighthush as a strategic advisor.
• Cross‑Functional Leadership: Coordinate with Product, Engineering, Sales, and Support teams to resolve complex issues, ensuring a seamless customer experience.
• Growth & Upsell Enablement: Identify and champion opportunities for upsell, cross‑sell, and expansion within existing accounts, contributing directly to revenue growth.
• Customer Advocacy & Feedback Loop: Champion customer voices internally, translating feedback into product enhancements and service improvements.
• Metrics & Reporting: Own key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Health Score, and renewal rates, presenting insights to senior leadership.
• Team Development: Mentor and coach a high‑performing Customer Success team, fostering a culture of continuous learning and excellence.
• Travel & On‑Site Engagement: Travel up to 20% of the time to meet customers in person, attend industry events, and represent brighthush at key conferences.

Essential Qualifications

• Minimum of 5 years’ experience in enterprise software or SaaS customer success, account management, or related roles.
• Proven track record of managing large, complex accounts and driving successful outcomes in a subscription‑based model.
• Deep understanding of SaaS CRM platforms and the ability to leverage them for customer health monitoring and engagement.
• Strong analytical mindset with proficiency in data analysis tools (e.g., Excel, SQL, Tableau) to derive actionable insights.
• Exceptional communication and presentation skills, capable of influencing C‑suite executives and cross‑functional teams.
• Experience leading and developing high‑performing teams in a remote or hybrid environment.
• Ability to navigate ambiguity, prioritize competing demands, and deliver results in a fast‑paced setting.
• Willingness to travel up to 20% of the time for client visits and industry events.

Preferred Qualifications

• Background in digital transformation initiatives or consulting, with a deep understanding of enterprise technology roadmaps.
• Experience with AI/ML‑driven analytics or cloud‑native platforms.
• Knowledge of the manufacturing, logistics, or supply‑chain sectors—areas where brighthush’s solutions are particularly impactful.
• Certifications in Customer Success Management (CSM), Project Management (PMP, Scrum), or related disciplines.
• Fluency in multiple languages, enhancing global customer engagement.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Customer‑Centric Mindset: Passion for delivering exceptional value and building lasting relationships.
• Data‑Driven Decision Making: Comfortable turning complex data sets into clear, actionable insights.
• Influence & Negotiation: Skilled at navigating stakeholder dynamics and securing buy‑in.
• Project Management: Proven ability to manage multiple initiatives simultaneously, ensuring timely delivery.
• Adaptability: Thrive in a dynamic environment, quickly adjusting to new priorities and challenges.
• Leadership & Coaching: Inspire and develop team members, fostering a culture of growth and accountability.

Career Growth & Development at brighthush

At brighthush, we believe that your career should evolve as rapidly as the technology landscape. As a Strategic Customer Success Leader, you will:

• Gain exposure to senior leadership, including the CEO and Board, through regular executive briefings.
• Lead high‑impact initiatives that shape the future of our product roadmap and go‑to‑market strategy.
• Progress into senior roles such as Director of Customer Success, VP of Customer Experience, or Chief Customer Officer.
• Participate in our internal leadership development program, featuring mentorship, workshops, and cross‑functional projects.
• Access to continuous learning resources, including industry certifications, conferences, and a generous learning stipend.

Work Environment & Culture

Our remote‑first model means you can work from anywhere while staying connected to a vibrant, global community. We value:

• Inclusivity: A culture that celebrates diverse perspectives and fosters belonging.
• Collaboration: Cross‑functional teams that break down silos and drive collective success.
• Work‑life balance, with flexible hours and a results‑oriented approach.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus structure tied to individual and company goals.
• Equity options, allowing you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program and financial wellness resources.
• Generous paid time off, parental leave, and wellness stipends.
• Remote work stipend covering home office setup and internet costs.
• Access to a global network of learning and development resources.

Ready to Make an Impact?

If you are a strategic thinker with a passion for customer success, ready to lead enterprise relationships that drive digital transformation, brighthush invites you to join our mission. This role offers the chance to shape the future of our most critical accounts, influence product strategy, and grow alongside a forward‑thinking organization.

Apply today and become a pivotal part of brighthush’s journey to redefine how businesses harness technology for lasting success.