Strategic Enterprise Customer Success Manager – EMEA – Driving Adoption, Growth, and ROI for brighthush Platform

About brighthush

brighthush is a forward‑thinking cloud‑native platform that empowers enterprises to accelerate software delivery, streamline operations, and unlock new business value. With a global footprint and a culture built on collaboration, innovation, and customer obsession, brighthush is redefining how organizations build, test, and deploy software at scale. As we expand our presence across EMEA, we’re looking for a seasoned Customer Success Manager who can become the strategic quarterback for our most important enterprise accounts.

Why This Role Matters

In the fast‑moving world of DevOps and continuous delivery, customers need more than a product – they need a partner who can translate technology into tangible business outcomes. As a Customer Success Manager at brighthush, you will own the end‑to‑end customer journey, from initial deployment to long‑term value realization. Your influence will shape the success of our partners, the growth of our business, and the evolution of the brighthush platform.

Key Responsibilities

• Value Realization & Account Leadership – Partner with executive stakeholders to define success metrics, build actionable adoption roadmaps, and track progress toward clear ROI.
• Executive Engagement – Lead Executive Business Reviews (EBRs) and operational syncs to align the brighthush platform with customer business priorities.
• Relationship Mapping – Cultivate strong relationships with Executive Sponsors and key Champions; actively identify and develop new champions across departments.
• Account Governance – Maintain account success plans, monitor overall health metrics, and mobilize internal resources to resolve risks proactively.
• Strategic Discovery & Expansion Pipeline – Deeply understand customer workflows to uncover unaddressed needs, expansion pathways, and professional services opportunities.
• Collaboration with Sales – Work closely with Account Executives to flag growth potential and technical risks, handing off commercial execution, pricing, and contract negotiations.
• Resource Orchestration – Serve as the primary point of alignment, pulling in Professional Services for complex implementations, Support for technical troubleshooting, or Field CTOs for deep architectural guidance.
• Domain Fluency – Maintain a solid, working acumen 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 operational blockers.

Internal Constituents (brighthush)

• Account Executive – Partner on account strategy; feed qualified expansion, service, and upsell opportunities.
• 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 Customer Success Manager drives retention and account growth through strategic alignment but does not own:

• Contract renewals or amendments
• Commercial negotiations, pricing, or quoting
• Procurement and legal execution

These activities are owned by the Account Executive.

Essential Qualifications

• 5+ years in Customer Success, Client Account Management, or Strategic Account Management within enterprise SaaS or IT consulting.
• 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.
• Project Management – strong strategic thinking, executive presentation skills, and the ability to manage complex initiatives.
• Organizational Change Management – experience driving bottom‑up developer adoption strategies to overcome workflow inertia.
• 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 working alongside Professional Services and Technical Support teams to deliver complex customer outcomes.

Skills & Competencies

• Strategic Vision & Execution
• Relationship Building & Influence
• Data‑Driven Decision Making
• Communication & Presentation Excellence
• Problem‑Solving & Critical Thinking
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both fast and rewarding. You’ll have the chance to:

• Lead cross‑functional initiatives that shape the future of the brighthush platform.
• Mentor junior team members and contribute to the development of the Customer Success organization.
• Participate in global strategy sessions, product road‑mapping, and industry events.
• Access continuous learning programs, certifications, and leadership development tracks.

Work Environment & Culture

Our London office is a hybrid hub that blends the best of in‑person collaboration with flexible remote work. We celebrate diversity, foster a culture of psychological safety, and champion a “Better Together” mindset. Our core values—Entrepreneurial Spirit, Exceed Expectations, Serve with Passion—guide every decision and interaction.

Compensation, Perks & Benefits

While specific figures vary by experience, we offer a competitive base salary, performance‑based bonuses, and equity options that allow you to share in brighthush’s long‑term success. Additional benefits include:

• Health, dental, and vision insurance for you and your dependants.
• Employer pension matching and income protection.
• Comprehensive medical coverage and group life insurance.
• Monthly stipend for home‑office setup and flexible work arrangements.
• Unlimited paid time off policy, with 28 vacation days plus public holidays and floating days.
• Company‑sponsored Headspace subscription and a fully funded Employee Assistance Programme.
• Two paid volunteer days per year to support causes that matter to you.
• Recognition and rewards programmes with points redeemable for swag and experiences.

How to Apply

Ready to take the next step in your career and help enterprises unlock the full potential of the brighthush platform? Click the link below to submit your application and join a team that values innovation, collaboration, and customer success.

Apply to brighthush

Equal Opportunity Statement

brighthush is committed to providing equal opportunities in employment. We value diversity and inclusion and make decisions based on skills, qualifications, and experience. We do not discriminate on the basis of age, disability, gender identity, marital or civil status, pregnancy, maternity, race, religion or belief, sex, or sexual orientation, in accordance with applicable laws.

Data Protection Statement

All personal data collected during the recruitment process will be processed in line with brighthush’s Privacy Policy and applicable data protection legislation, including the EU General Data Protection Regulation (GDPR).

Disclaimer

All information provided in this posting is accurate to the best of our knowledge at the time of publication. brighthush reserves the right to modify or update any details without prior notice.