Strategic Customer Success Manager – Mid‑Market & Enterprise SaaS Account Growth, Retention, and Business Review Leadership

Why Join brighthush?

At brighthush, we are redefining the way organizations understand and act on employee insights. Our AI‑enabled platform transforms raw data into actionable strategies that drive measurable business impact. As a leader in the information‑technology space, brighthush combines cutting‑edge technology with a deep commitment to human‑centered design, creating a workplace where innovation thrives and every team member is empowered to make a difference. If you are passionate about building lasting relationships, driving value for enterprise customers, and shaping the future of employee experience, this is the place where your career can truly accelerate.

Position Overview

We are seeking a seasoned Customer Success Manager to own the post‑sales journey for our mid‑market and enterprise accounts. In this role, you will act as the trusted advisor for a portfolio of high‑value customers, ensuring they achieve their strategic objectives while uncovering opportunities for expansion. Your success will be measured by retention rates, net revenue retention, and the depth of relationships you cultivate across the organization.

Key Responsibilities

• Account Ownership: Serve as the primary point of contact for a defined set of mid‑market and enterprise customers, overseeing the entire lifecycle from onboarding through renewal.
• Retention & Growth: Develop and execute data‑driven success plans that drive product adoption, reduce churn, and identify upsell or cross‑sell opportunities.
• Strategic Business Reviews: Lead quarterly and annual business review meetings, presenting insights, ROI analyses, and roadmap recommendations that align with the customer’s business goals.
• Data‑Centric Decision Making: Leverage the brighthush analytics suite to monitor health scores, usage trends, and satisfaction metrics, translating data into actionable strategies.
• Collaboration & Advocacy: Partner closely with Sales, Product, Engineering, and Marketing teams to voice customer needs, influence product enhancements, and ensure a seamless experience.
• Process Optimization: Continuously refine success processes, documentation, and playbooks to improve efficiency and scalability across the customer success organization.
• Mentorship: Coach junior team members, share best practices, and contribute to a culture of continuous learning within the success team.

Essential Qualifications

• 3–5+ years of proven experience in Customer Success, Account Management, or post‑sales consulting within B2B SaaS environments.
• Demonstrated success managing mid‑market and enterprise accounts, with a track record of achieving high retention and expansion rates.
• Strong analytical mindset; comfortable building and interpreting dashboards, health scores, and KPI reports.
• Exceptional communication skills, both written and verbal, with the ability to influence senior stakeholders.
• Fluency in English; additional language proficiency is a plus.
• Self‑starter attitude with the ability to thrive in a remote‑first environment while maintaining strong cross‑functional relationships.

Preferred Qualifications

• Experience with enterprise‑grade CRM and customer success platforms such as brighthush (formerly Salesforce) and brighthush (formerly Gainsight).
• Background in AI‑enabled platforms, employee experience solutions, or related HR technology sectors.
• Certification in Customer Success Management (e.g., SuccessHACKER, Gainsight CSM).
• Proven ability to lead complex, multi‑stakeholder business reviews and executive presentations.
• Track record of influencing product roadmaps based on customer feedback and usage data.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align customer goals with product capabilities, and craft long‑term success plans.
• Data Literacy: Proficiency in building and interpreting dashboards, using data to drive decisions, and presenting insights in a compelling manner.
• Relationship Building: Strong interpersonal skills to develop trust with C‑level executives, HR leaders, and end‑users.
• Problem Solving: Creative approach to overcoming adoption barriers and delivering measurable outcomes.
• Project Management: Organized, detail‑oriented, and capable of managing multiple accounts and initiatives simultaneously.
• Technology Savvy: Comfortable navigating SaaS platforms, APIs, and integration workflows; familiarity with the brighthush ecosystem is a plus.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Success Manager, you will have access to:

• Mentorship from senior leaders who have built successful SaaS businesses from the ground up.
• Continuous learning stipends for certifications, conferences, and industry events.
• Opportunities to transition into senior leadership roles such as Senior Customer Success Manager, Director of Customer Success, or even VP of Customer Experience.
• Cross‑functional project assignments that broaden your exposure to product development, go‑to‑market strategy, and data science.
• A clear, transparent promotion pathway based on performance metrics, impact, and leadership potential.

Work Environment & Culture at brighthush

We believe that great work stems from a supportive, inclusive, and innovative environment. Our remote‑first policy empowers you to work from anywhere while staying connected through regular virtual coffee chats, team‑wide town halls, and collaborative tools. Key cultural pillars include:

• Customer‑Centricity: Every decision is filtered through the lens of delivering value to our customers.
• Innovation: We encourage experimentation, celebrate learning from failures, and invest in cutting‑edge AI research.
• Transparency: Open communication channels, regular performance reviews, and clear business metrics keep everyone aligned.
• Diversity & Inclusion: A commitment to building a workforce that reflects the global communities we serve.
• Work‑Life Harmony: Flexible schedules, generous PTO, and mental‑health resources ensure you can bring your best self to work.

Compensation, Perks & Benefits

While exact figures are tailored to experience, successful candidates can expect a competitive base salary, performance‑based bonuses, and equity participation in brighthush. Additional benefits include:

• Comprehensive health, dental, and vision plans.
• Retirement savings plan with company matching.
• Home office stipend and technology allowance.
• Annual professional development budget.
• Global wellness program, including virtual fitness classes and mental‑health counseling.
• Paid parental leave and family‑friendly policies.

Application Process

If you are ready to champion customer success at a fast‑growing AI‑driven platform and make a tangible impact on organizations worldwide, we want to hear from you. Submit your resume and a brief cover letter outlining your most relevant achievements and why you are excited about joining brighthush. Our recruiting team will review applications on a rolling basis and reach out to qualified candidates for an initial conversation.

Join the brighthush Family

At brighthush, you will be part of a mission‑driven team that believes data can change the way people work, feel, and grow. Your expertise will help our customers unlock the full potential of their workforce, turning insights into action and action into lasting success. Take the next step in your career and become a catalyst for transformation. Apply today and start shaping the future of employee experience with us.