Strategic Customer Success Manager – West Coast Enterprise SaaS & DevOps Leadership

About brighthush

brighthush is a global leader in cloud-native DevOps solutions, empowering enterprises to accelerate software delivery, enhance reliability, and unlock innovation at scale. With a mission to make continuous delivery the new standard for modern organizations, brighthush delivers a unified platform that seamlessly integrates CI/CD pipelines, infrastructure as code, and AI‑driven automation. Our customers span Fortune 500s, fast‑growth tech firms, and public sector agencies, all of whom rely on brighthush to transform their engineering culture and achieve measurable business outcomes.

Why Join brighthush?

At brighthush, we believe that the people behind the technology are the true drivers of success. We foster a culture of Customer Obsession, High Agency, Truth Seeking, Hard Work, Ship Excellence, and Direct Feedback. Our teams collaborate across disciplines, share knowledge freely, and celebrate wins together. If you thrive in a fast‑paced, purpose‑driven environment where your ideas shape the future of software delivery, brighthush is the place for you.

Role Overview

As a Strategic Customer Success Manager on the West Coast, you will serve as the quarterback for a portfolio of high‑value enterprise accounts. Your mission is to guide customers from initial deployment through sustained adoption, ensuring they realize tangible ROI and long‑term success with the brighthush platform. You will build deep relationships with executive sponsors, champion internal stakeholders, and orchestrate cross‑functional resources to deliver exceptional outcomes. While you will possess strong technical fluency in DevOps, CI/CD, and cloud technologies, your primary focus will be on strategy, partnership, and growth.

Key Responsibilities

Value Realization & Account Leadership

• Drive Business Outcomes: Partner with key stakeholders to define success metrics, create actionable adoption roadmaps, and track progress toward clear ROI.
• Executive Engagement: Lead Executive Business Reviews (EBRs) and operational syncs to align brighthush capabilities with customer business priorities.
• Relationship Mapping: Cultivate strong relationships with Executive Sponsors and Champions; identify and develop new champions across departments.
• Account Governance: Maintain account success plans, monitor health metrics, and mobilize internal resources to mitigate risks proactively.

Strategic Discovery & Expansion Pipeline

• Identify Opportunities: Deeply understand customer workflows to uncover unaddressed needs, expansion pathways, and professional services opportunities.
• Partner with Sales: Collaborate closely with Account Executives to flag growth potential and technical risks; hand off commercial execution, pricing, and contract negotiations to the AE.

Resource Orchestration & Technical Acumen

• Resource Alignment: Serve as the primary point of alignment, pulling in Professional Services for complex implementations, Support for technical troubleshooting, and Field CTOs for deep architectural guidance.
• Domain Fluency: Maintain a solid, working expertise around DevOps, CI/CD, cloud technologies, and modern development practices (e.g., AI/agentic coding) to speak intelligently with engineering leaders.

Key Working Relationships

External Constituents (The Client)

• Executive Sponsors & Economic Buyers: VPs of Engineering, CIOs, Heads of Infrastructure/Platform – align on business drivers, demonstrate ROI during EBRs, and secure executive sponsorship.
• Internal Champions: Engineering Directors, DevOps Leads, Platform Managers – drive adoption roadmaps, track project execution, and advocate for platform expansion.
• Operational Teams & Practitioners: Lead Architects, SRE Leads, CI/CD Admins – monitor usage trends, sentiment, and systemic blockers while redirecting tactical queries to appropriate channels.

Internal Constituents (brighthush)

• Account Executive (AE): Partner on account strategy; feed qualified expansion, service, and upsell opportunities to the AE while maintaining a unified front on account health.
• Professional Services: Engage PS Closers/Engagement Managers for custom delivery or paid advisory; collaborate with PS Advisors during onboarding and implementation projects.
• Technical Support: Monitor escalation trends and high‑priority tickets; act as an internal advocate to ensure critical support issues are prioritized.
• Field CTOs / Solutions Architects: Pull in senior technical leadership for strategic architecture conversations, roadmap briefings, and complex technical validation.
• Product Management & Engineering: Voice customer enhancement requests, operational pain points, and strategic feedback to influence product roadmaps.

Commercial Boundaries

The CSM drives retention and account growth through strategic alignment but does not own contract renewals, amendments, commercial negotiations, pricing, or procurement. These activities remain the responsibility of the Account Executive.

Essential Qualifications

• 5+ years of experience in Customer Success, Client Account Management, or Strategic Account Management within enterprise SaaS or IT consulting environments.
• Proven track record of managing enterprise accounts, conducting EBRs, and driving adoption programs.
• High technical aptitude: ability to converse fluently with Engineering Leaders, DevOps Managers, and Enterprise Architects on software delivery challenges.
• Strong project management, strategic thinking, and executive presentation skills.
• Experience in organizational change management, driving bottom‑up developer adoption strategies.
• Customer advocacy: converting mature enterprise champions into reference accounts, public case studies, and Customer Advisory Board participants.

Preferred Qualifications

• Deep understanding of modern SDLC, DevOps culture, CI/CD, and enterprise cloud deployments.
• Experience collaborating with Professional Services and Technical Support teams to deliver complex customer outcomes.

Skills & Competencies

• Strategic Vision: Ability to translate customer goals into actionable roadmaps that align with brighthush’s product strategy.
• Relationship Building: Proven skill in building trust with executive sponsors and cross‑functional teams.
• Analytical Thinking: Proficiency in interpreting usage data, health metrics, and financial KPIs to inform decisions.
• Communication: Exceptional written and verbal communication, capable of presenting to C‑suite audiences.
• Collaboration: Comfortable working with Sales, Professional Services, Support, Product, and Engineering to deliver seamless customer experiences.
• Adaptability: Thrives in a fast‑paced, evolving environment and can pivot priorities quickly.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured mentorship programs with senior leaders across the organization.
• Regular training on the latest DevOps trends, cloud technologies, and product roadmaps.
• Opportunities to lead cross‑functional initiatives, product feedback loops, and customer advisory boards.
• Clear career pathways into senior Customer Success leadership, Product Management, or Technical Program Management roles.

Work Environment & Company Culture

Our hybrid model blends the flexibility of remote work with the collaboration of in‑office sessions. You’ll enjoy:

• Monthly stipends for home‑office setup and occasional in‑office days.
• A vibrant, inclusive culture that celebrates diversity, equity, and belonging.
• Regular hackathons, knowledge‑sharing sessions, and community outreach events.
• Access to a company‑sponsored Headspace account and a dedicated Care Concierge service for holistic well‑being.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: $175,000 – $200,000 annually, commensurate with experience.
• Variable Compensation: MBO‑based bonus plan tied to individual and company performance.
• Health Coverage: Medical, dental, and vision plans available from day one.
• Retirement: 401(k) with company match, pre‑tax and Roth options.
• Paid Time Off: Unlimited brighthush‑Flexible PTO, 11 paid U.S. holidays, and 2 dedicated brighthush‑Giving Days for volunteer work.
• Disability & Life Insurance: Fully funded life, AD&D, short‑term, and long‑term disability coverage.
• Additional perks such as a home‑office stipend, flexible work arrangements, and a supportive employee assistance program.

Success Metrics

Your impact will be measured through:

• Time‑to‑Value and Onboarding Completion rates.
• Gross and Net Retention figures.
• Expansion Pipeline creation and handoff to Sales/PS.
• Customer Health Scores and CSAT scores.
• Execution of Account Success Plans and EBRs.

Ready to Make an Impact?

If you are a strategic thinker with a passion for customer success, a deep understanding of DevOps and cloud technologies, and a desire to drive measurable business outcomes, we want to hear from you. Join brighthush and help shape the future of continuous delivery while advancing your career in a supportive, high‑energy environment.

Apply today and become a key player in transforming how enterprises build, ship, and operate software.