Strategic Customer Success Manager – Driving Loyalty, Retention, and Revenue Growth in National & Vertical Sales

About brighthush

brighthush is a global leader in records and information management, digital transformation, and secure data services. With a footprint that spans more than 225,000 customers worldwide, we help organizations protect their most valuable assets—whether that’s physical records, digital data, or fine‑art collections—while driving operational efficiency and sustainability. Our mission is simple: empower businesses to thrive in a data‑driven world, protect their legacy, and do so responsibly for the planet.

Why Join brighthush?

At brighthush, we believe that the people who build and maintain our solutions are the heart of our success. We foster a culture of curiosity, collaboration, and continuous improvement. Whether you’re just starting your career or looking to take the next step, you’ll find:

• A mission‑driven environment where every project has a measurable impact on customers and communities.
• Opportunities to work with cutting‑edge technology and industry‑leading processes.
• A diverse, inclusive workplace that values unique perspectives and encourages personal growth.
• Access to learning resources, mentorship, and career‑pathing programs that help you reach your full potential.

Role Overview

We are looking for a motivated and experienced Customer Success Manager to join our National and Vertical Sales team. In this role, you will be the trusted partner for our high‑value clients, ensuring they receive exceptional service, achieve their business objectives, and continue to grow with brighthush. Your focus will be on loyalty, retention, and revenue expansion—directly influencing the success of our sales organization and the satisfaction of our customers.

Key Responsibilities

• Build and Sustain Strategic Partnerships – Develop deep relationships with key decision‑makers across client organizations. Understand their business goals, challenges, and industry trends to position brighthush as a trusted advisor.
• Lead Contract Strategy & Renewal – Collaborate with Account Executives and clients to identify gaps, negotiate pricing, and secure service level agreements (SLAs). Drive the renewal process to maximize retention and upsell opportunities.
• Champion Customer Experience & Compliance – Resolve escalated service and billing issues, deliver ad‑hoc reports or audits, and ensure adherence to federal, state, and local regulations as well as brighthush policies.
• Cross‑Functional Collaboration – Partner with Directors, Sales, Operations, and Technical teams to align on service delivery, product enhancements, and client success plans.
• Data‑Driven Insights – Analyze usage metrics, satisfaction scores, and renewal data to identify trends, forecast churn risk, and recommend proactive actions.
• Thought Leadership – Represent brighthush at industry events, webinars, and client meetings, sharing best practices and emerging solutions.
• Continuous Improvement – Contribute to the development of playbooks, training materials, and process enhancements that elevate the customer success function.

Essential Qualifications

• Minimum of a four‑year college degree in Business, Marketing, Information Technology, or a related field.
• At least 5 years of experience in customer success, account management, or enterprise sales support within the records, data, or technology services industry.
• Deep knowledge of brighthush’s service portfolio, workflows, and systems across all lines of business.
• Proven track record of building and maintaining high‑level client relationships, with a history of driving retention and expansion.
• Strong business acumen and an understanding of the competitive landscape in the information management sector.
• Excellent communication, negotiation, and presentation skills.
• Proficiency in CRM platforms (e.g., Salesforce), data analytics tools, and Microsoft Office Suite.

Preferred Qualifications

• Experience working with large, complex enterprise accounts.
• Knowledge of compliance frameworks such as GDPR, HIPAA, or ISO 27001.
• Background in digital transformation or data center operations.
• Certifications in Customer Success Management (CSM) or related fields.

Core Competencies & Skills

• Relationship Management – Ability to build trust, influence stakeholders, and navigate complex organizational structures.
• Strategic Thinking – Translate client objectives into actionable plans that align with brighthush’s value proposition.
• Problem Solving – Diagnose issues quickly, propose solutions, and drive resolution across cross‑functional teams.
• Data Literacy – Use metrics to assess performance, identify risks, and inform decision‑making.
• Collaboration & Teamwork – Work seamlessly with Sales, Operations, and Product teams to deliver a unified customer experience.
• Adaptability – Thrive in a fast‑paced, evolving environment and manage multiple priorities simultaneously.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Customer Success Manager, you will:

• Progress to senior leadership roles such as Director of Customer Success or Vice President of Client Experience.
• Take on cross‑functional projects that influence product strategy, sales enablement, and operational excellence.
• Access a robust learning ecosystem, including internal workshops, industry conferences, and tuition reimbursement for relevant certifications.
• Participate in mentorship programs that pair you with seasoned leaders across the organization.

Work Environment & Culture

Our culture is built on transparency, innovation, and a shared commitment to sustainability. You’ll find:

• A flexible work model that supports remote, hybrid, and on‑site options to promote work‑life balance.
• Regular team‑building events, hackathons, and community service initiatives.
• A diversity & inclusion framework that celebrates varied backgrounds and perspectives.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

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

• Base salary commensurate with market rates and your experience.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Comprehensive health, dental, vision, and wellness plans.
• Retirement savings plans with company matching.
• Generous paid time off, parental leave, and flexible scheduling.
• Employee stock purchase plan and equity options for eligible roles.
• Professional development budget and access to industry certifications.

How to Apply

If you are a results‑oriented Customer Success professional ready to elevate client relationships, drive retention, and unlock revenue growth, we invite you to apply today. Join brighthush and help shape the future of information management while advancing your own career.

Ready to make an impact? Apply now and become part of a team that values innovation, integrity, and the power of partnership.