Strategic Enterprise Customer Success Manager – Leadership, Scaling, and Advisory for Complex SaaS Solutions
Why Join brighthush?
At brighthush, we are redefining the future of enterprise software by delivering a suite of intelligent, data‑driven tools that empower talent leaders, recruiters, and hiring managers to make smarter hiring decisions faster. Our platform is trusted by thousands of high‑growth organizations worldwide, and we are backed by world‑class investors who share our vision of building the next generation of talent acquisition technology. As we accelerate our growth, we are looking for a dynamic leader to own and expand our Strategic Customer Success practice, ensuring that our most complex, high‑value customers achieve extraordinary outcomes.
About the Role
The Strategic Enterprise Customer Success Manager will lead a seasoned team of Customer Success Managers (CSMs) who serve brighthush’s largest and most sophisticated enterprise accounts. This role is a blend of people leadership, strategic consulting, and operational excellence. You will be the champion of the customer journey—from post‑onboarding adoption through renewal and expansion—while shaping repeatable processes that scale across a rapidly expanding book of business.
Key Responsibilities
- Team Leadership & Coaching: Inspire, mentor, and develop a high‑performing team of CSMs, conducting regular 1:1s, performance reviews, and skill‑building workshops.
- Strategic Account Management: Partner with enterprise customers to understand their business objectives, align brighthush’s roadmap, and drive measurable value.
- Process Optimization: Design, implement, and continuously refine end‑to‑end customer success processes, with a focus on adoption, optimization, and renewal.
- Cross‑Functional Advocacy: Serve as the voice of the CSM team in product, implementation, support, sales, RevOps, and contract management discussions.
- Scalable Solutions: Balance the delivery of bespoke, high‑touch experiences with the creation of scalable frameworks that can be replicated across the enterprise segment.
- Data‑Driven Decision Making: Leverage metrics such as Net Promoter Score (NPS), Customer Health Scores, and expansion rates to guide strategy and improve outcomes.
- Thought Leadership: Contribute to the evolution of brighthush’s enterprise success methodology, sharing best practices and insights across the organization.
- Customer Advocacy: Act as a trusted advisor, ensuring that customer feedback directly influences product enhancements and roadmap priorities.
Essential Qualifications
- Proven Leadership Experience: Minimum 5 years of experience leading Customer Success teams in a SaaS environment, with a track record of building high‑performing, empathetic cultures.
- Enterprise SaaS Expertise: Deep understanding of the enterprise customer lifecycle, including complex onboarding, adoption, expansion, and renewal processes.
- Technical Acumen: Ability to dive into technical details alongside CSMs, guiding solutions for highly configurable products.
- Strategic Mindset: Demonstrated success scaling up‑market motions, driving adoption, and increasing net revenue retention.
- Operational Excellence: Experience designing and executing repeatable processes while remaining adaptable to evolving customer needs.
- Collaborative Influence: Comfortable partnering with product, engineering, sales, support, and finance teams to align on customer outcomes.
- Analytical Skills: Proficiency with data analysis tools and a habit of using metrics to inform decisions and improve performance.
- Customer‑First Philosophy: Passion for delivering exceptional experiences and a history of advocating for customers at the executive level.
Preferred Qualifications
- Experience in a fast‑growing B2B SaaS company that has successfully scaled from early‑stage to mid‑market and beyond.
- Background in talent acquisition, HR technology, or related enterprise software domains.
- Advanced certifications in Customer Success (e.g., SuccessHACKER, Gainsight).
- Demonstrated ability to lead through change, including product launches, organizational restructuring, or rapid growth phases.
Core Skills & Competencies
- Communication: Ability to translate complex concepts into clear, actionable insights for both internal stakeholders and customers.
- Active Listening: Deep empathy for both the CSM team and the customers they serve, ensuring voices are heard and acted upon.
- Coaching Mindset: Passion for developing talent, turning everyday interactions into growth opportunities.
- Problem Solving: Structured approach to tackling ambiguous challenges with innovative, scalable solutions.
- Process Orientation: Strong belief in the power of well‑designed workflows to drive efficiency and consistency.
- Detail Orientation: Meticulous attention to data integrity, documentation, and operational excellence.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is limited only by your ambition. As a senior leader, you will have direct exposure to the executive team, including the CEO and VP of Customer Success, positioning you for future roles such as Director of Customer Success, VP of Customer Experience, or even General Management of a product line. We invest heavily in professional development, offering:
- A $150/month education budget, with full coverage for conferences, certifications, and advanced training upon manager approval.
- Mentorship programs pairing you with senior leaders across product, engineering, and go‑to‑market functions.
- Access to a curated library of industry research, thought‑leadership webinars, and internal knowledge‑sharing sessions.
- Opportunities to lead cross‑functional initiatives, such as new product beta programs or enterprise‑wide adoption campaigns.
Our Culture & Work Environment
brighthush thrives on a culture of ownership, principled thinking, and transparent communication. We believe that small, talented teams outperform larger groups when given the right environment and resources. Our core values include:
- Ownership: Every team member is empowered to make decisions that drive impact.
- Principled Thinking: We prioritize thoughtful analysis over seniority or tenure.
- Collaboration: Open channels of communication ensure that ideas flow freely across departments.
- Quality Over Speed: We focus on building high‑quality, sustainable solutions rather than quick hacks.
- Diversity & Inclusion: We celebrate diverse perspectives and are committed to an inclusive workplace where everyone can thrive.
Compensation, Perks & Benefits
We recognize that top talent deserves a competitive and comprehensive rewards package. While exact figures are tailored to experience, the following components are standard for this role:
- Base Salary: Competitive market‑aligned salary with annual performance‑based adjustments.
- Equity: Stock option grant with a 10‑year exercise window, allowing you to benefit from brighthush’s long‑term growth.
- Unlimited PTO: We encourage you to take at least four weeks of vacation each year to recharge.
- Family Leave: Twelve weeks of fully paid parental leave for U.S. employees, with plans to extend globally.
- Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your dependents.
- Equipment & Home Office Stipend: Generous budget for laptops, monitors, ergonomic furniture, and software tools.
- Learning & Development: $150/month education budget plus additional support for high‑cost conferences.
- Community & Culture: Regular team off‑sites, virtual coffee chats, and employee resource groups that foster connection.
Application Process
We have designed a transparent, candidate‑centric interview process that allows you to showcase your expertise while gaining insight into brighthush’s mission and values.
- Step 1 – Recruiter Screen (30 min): Quick conversation to align on expectations and answer any initial questions.
- Step 2 – Hiring Manager Interview (45 min): Deep dive with the Head of Strategic Customer Success to explore your experience and vision.
- Step 3 – Presentation Round: Prepare a brief case study or strategic plan demonstrating how you would drive success for a hypothetical enterprise customer.
- Step 4 – Final Interviews (≈ 2 hrs total):
- 30 min with the VP of Customer Success
- 30 min with the CEO
- 10 min closing questions with the Hiring Manager
Commitment to Equality & Inclusion
brighthush provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are dedicated to building a diverse workforce that reflects the global community we serve.
We also employ AI‑driven tools responsibly to assist our recruitment team in screening and assessing candidates, ensuring a fair and efficient hiring process.
Ready to Make an Impact?
If you are a visionary leader who thrives on building deep, consultative partnerships with enterprise customers, loves coaching high‑performing teams, and is eager to shape the future of talent acquisition technology, we want to hear from you. Join brighthush and be part of a fast‑growing, mission‑driven organization where your contributions directly influence the success of some of the world’s most innovative companies.