Strategic Customer Success Manager – Enterprise SaaS & Digital Workplace Solutions – Driving Adoption, Retention, and ROI at brighthush

About brighthush

brighthush is a global leader in digital workplace transformation, empowering organizations to unlock the full potential of their people through cutting‑edge SaaS solutions. With a portfolio that spans end‑user computing, cloud infrastructure, and employee experience platforms, we help businesses streamline operations, elevate employee engagement, and achieve measurable business outcomes. Our culture is built on innovation, collaboration, and a relentless focus on customer success. As a rapidly growing company, we are looking for passionate professionals who want to shape the future of work and make a tangible impact on our customers’ journeys.

Why This Role Matters

As a Strategic Customer Success Manager at brighthush, you will be the linchpin that connects our technology, people, and business goals. You will partner with enterprise customers from the first touchpoint through renewal, ensuring they realize the full value of our solutions. Your influence will drive adoption, retention, and expansion, directly contributing to brighthush’s growth and reputation as a trusted advisor in the digital workplace space.

Key Responsibilities

• Customer Relationship Management – Build and nurture long‑term relationships with C‑suite executives, IT leaders, and end‑user champions across assigned accounts.
• Success Planning & Execution – Develop tailored Success Plans that align with each customer’s strategic objectives, KPIs, and ROI targets. Own the execution of these plans, ensuring milestones are met and value is delivered.
• Health & Adoption Monitoring – Leverage brighthush’s Customer Success Platform to track health scores, usage metrics, and adoption trends. Identify risks early and implement mitigation strategies.
• Executive Engagement – Lead Executive Business Reviews (EBRs) and quarterly business reviews (QBRs). Present data‑driven insights, value stories, and future roadmaps that reinforce the partnership.
• Cross‑Functional Collaboration – Work closely with Sales, Renewals, Product, Engineering, and Professional Services to resolve issues, prioritize feature requests, and align on go‑to‑market strategies.
• Growth & Expansion – Identify upsell, cross‑sell, and expansion opportunities within existing accounts. Partner with Sales to close deals that drive revenue and deepen customer engagement.
• Advocacy & Thought Leadership – Champion customer success stories through case studies, references, and advisory boards. Contribute to industry whitepapers and internal playbooks.
• Continuous Improvement – Participate in post‑implementation reviews, gather feedback, and influence product enhancements that improve the customer experience.

Performance Milestones (First 90 Days)

30 Days – Foundation Building

• Onboard with brighthush’s tools, processes, and culture.
• Meet key stakeholders across assigned accounts and internal teams.
• Deep‑dive into each customer’s business context, objectives, and success criteria.
• Establish baseline health metrics and adoption data.
• Begin regular check‑ins and communication cadence with customers.

60 Days – Execution & Impact

• Own and execute Success Plans for all accounts.
• Conduct value reviews and adoption workshops.
• Identify and address early risks, barriers, and opportunities.
• Collaborate with Product and Engineering to prioritize feature requests.
• Start building a pipeline of expansion opportunities.

90 Days – Results & Growth

• Show measurable improvements in customer health, adoption, and ROI.
• Lead at least two Executive Business Reviews per account.
• Secure at least one expansion or cross‑sell deal.
• Contribute to the creation of a new customer success playbook.
• Share success stories and best practices with the broader team.

Essential Qualifications

• 5+ years of experience in Customer Success, Enterprise Account Management, or Consulting roles.
• Proven track record managing enterprise‑level relationships and driving measurable outcomes.
• Strong executive presence with exceptional communication, presentation, and stakeholder management skills.
• Deep understanding of SaaS, cloud, and digital workplace solutions.
• Analytical mindset with the ability to translate data into actionable insights.
• Experience working in a fast‑paced, high‑growth environment.

Preferred Qualifications

• Experience with end‑user computing platforms such as Workspace ONE, Horizon, or similar.
• Familiarity with Customer Success frameworks (e.g., NPS, CSAT, Health Scoring).
• Background in supporting renewals, retention strategies, and expansion motions.
• Knowledge of enterprise workplace transformation and employee experience initiatives.
• Experience in a global, distributed team setting.

Key Skills & Competencies

• Strategic Thinking – Ability to align technology solutions with business goals.
• Relationship Building – Skilled at building trust with C‑suite and technical stakeholders.
• Data Analysis – Proficient in interpreting usage data, health metrics, and ROI calculations.
• Project Management – Capable of managing multiple accounts and initiatives simultaneously.
• Problem Solving – Creative in resolving complex customer challenges.
• Collaboration – Works effectively across Sales, Product, Engineering, and Support.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. You will have access to:

• Executive mentorship programs that pair you with senior leaders.
• Regular training on the latest industry trends, product roadmaps, and customer success methodologies.
• Opportunities to lead cross‑functional initiatives, such as product launches or global customer programs.
• Clear pathways to senior Customer Success roles, Customer Success Leadership, or Product Management.
• Participation in industry conferences, webinars, and thought‑leadership panels.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and customer obsession. We value:

• Collaboration across geographies – our teams span North America, EMEA, and APAC.
• Continuous learning – we invest in certifications, workshops, and knowledge sharing.
• Work‑life balance – flexible remote work options and generous vacation policies.
• Diversity & Inclusion – a commitment to building a workforce that reflects the communities we serve.
• Recognition – regular shout‑outs, awards, and performance bonuses.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior Customer Success roles.
• Performance‑based bonuses tied to customer health, adoption, and expansion metrics.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching (or equivalent) for U.S. employees.
• Unlimited paid time off and flexible scheduling.
• Professional development budget and tuition reimbursement.
• Wellness programs, mental‑health resources, and employee assistance programs.

Travel Expectations

Travel may be required up to 20% of the time, depending on customer needs and strategic initiatives. Most engagements can be conducted virtually, but occasional on‑site visits to key accounts or partner events are expected.

How to Apply

If you are ready to join a forward‑thinking team that values customer success as a core business driver, we encourage you to apply today. Bring your passion for technology, your strategic mindset, and your commitment to delivering measurable value. Let’s shape the future of work together at brighthush.