Strategic Senior Customer Success Manager – Day‑2 Operations & Client Engagement Lead (Remote, USA) – Championing Customer Delight, Operational Excellence, and Revenue Growth at brighthush

About brighthush

brighthush is a global technology and supply‑chain powerhouse that empowers large public and private organizations to innovate, scale, and transform. Since our founding in 1990, we have grown to a vibrant workforce of over 10,000 professionals spanning North America, Europe, and Asia. Our mission is to deliver end‑to‑end technology services that unlock business value, streamline operations, and accelerate digital transformation for our clients. At brighthush, success is a partnership—between our people, our customers, and the cutting‑edge technologies we bring to the table.

Why brighthush is a Game Changer

In today’s fast‑moving technology services sector, digital disruption, cloud migration, and the rise of AI are reshaping how enterprises operate. Customers now demand not only innovative solutions but also reliable, proactive support that keeps their operations running smoothly. brighthush has positioned itself as a trusted partner that delivers both cutting‑edge technology and world‑class operational excellence. Our Day‑2 Operations (D2O) team is the engine that keeps our clients’ systems humming, ensuring they realize the full ROI of their technology investments.

Your Role as a Senior Customer Success Manager

As the Senior Customer Success Manager for Day‑2 Operations, you will be the strategic leader of a high‑performing team that manages the entire lifecycle of long‑term support engagements. You will own the client experience from onboarding through renewal, driving measurable business value, mitigating risk, and unlocking expansion opportunities. Your influence will extend across Sales, Delivery, Operations, Product, and Finance, ensuring a seamless, customer‑centric journey that fuels growth and retention.

What Success Looks Like at brighthush

• Client Retention & Expansion – Achieve a client renewal rate of 95%+ and identify upsell/cross‑sell opportunities that contribute to a 20% increase in annual recurring revenue.
• Operational Excellence – Reduce average issue resolution time by 30% and improve first‑contact resolution by 25% through process optimization and proactive risk management.
• Team Development – Build a culture of high performance, accountability, and continuous learning, resulting in a 90% employee satisfaction score within the D2O team.
• Strategic Insight – Deliver quarterly business reviews that translate data into actionable insights, influencing product roadmap and service enhancements.

Key Responsibilities

• Team Leadership & Development – Recruit, mentor, and coach a diverse group of Customer Success Managers (CSMs), setting clear performance goals, providing regular feedback, and creating individualized growth plans that align with brighthush career pathways.
• Client Engagement Strategy – Define and enforce best‑practice standards for client communication, engagement cadence, and accountability, ensuring a consistent, high‑quality experience across all accounts.
• Capacity & Resource Management – Optimize team capacity, balance client assignments, and maintain a positive, high‑performing culture that encourages collaboration and ownership.
• Relationship Ownership – Serve as the primary escalation point for both clients and team members, ensuring that all client relationships under your purview remain healthy and productive.
• Business Value Demonstration – Lead the preparation and delivery of Quarterly Business Reviews (QBRs) and regular client reporting that clearly articulates ROI, value, and strategic insights.
• Issue Resolution & Risk Mitigation – Partner with Delivery, Operations, and Account teams to resolve client issues swiftly, proactively identify risks, and implement corrective actions.
• Renewal & Expansion Enablement – Work closely with Sales and Account teams to support contract renewals, upsell, and cross‑sell opportunities, sharing client insights that inform service enhancements.
• Service Evangelism – Champion the value of our D2O services, maintaining a deep understanding of the brighthush Services Portfolio and translating that knowledge into compelling client conversations.
• Process & Platform Stewardship – Oversee Customer Success processes and the Gainsight platform, collaborating with CS Operations to keep workflows, data, and adoption consistent and scalable.
• Continuous Improvement – Champion a culture of methodological rigor, driving process improvements that enhance efficiency, quality, and client satisfaction.
• Client Experience Leadership – Lead the D2O client engagement strategy, including the Voice of the Customer program, client communication plans, and the creation of client‑facing presentations and materials.
• Digital Presence Management – Guide the D2O presence on the brighthush platform and the brighthush Self‑Service portal, ensuring that clients have easy access to resources and support.
• Cross‑Functional Collaboration – Partner with Engineering, Product, and Delivery teams to embed customer success and client experience into the D2O strategy and delivery roadmap.
• Industry Thought Leadership – Stay abreast of industry trends, emerging technologies, and best practices in customer success, bringing fresh ideas back to the team.

Essential Qualifications

• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
• 10+ years of progressive experience in Client Success, Customer Service, Program Management, or a closely related domain.
• 5+ years of proven leadership or mentorship experience with customer‑facing teams.
• Exceptional written and verbal communication skills, with the ability to articulate complex concepts to diverse audiences.
• Strong presentation and stakeholder‑management capabilities.
• Demonstrated ability to collaborate across functions and influence without direct authority.
• Proven relationship‑building skills with C‑level executives and senior stakeholders.
• Solid understanding of financial practices, including budgeting, forecasting, and ROI analysis.
• Advanced problem‑solving skills, with a track record of implementing change and driving measurable outcomes.
• Expertise in conflict management and resolution, ensuring constructive outcomes for all parties.
• Experience in issue resolution, risk mitigation, and escalation management.
• Thought leadership mindset, with a passion for sharing knowledge and driving industry best practices.
• ITIL certification(s) preferred but not mandatory.

Preferred Qualifications

• Experience managing large, complex enterprise accounts in a technology services environment.
• Proficiency with customer success platforms such as Gainsight, Salesforce, or similar tools.
• Background in implementing Voice of the Customer programs and deriving actionable insights.
• Knowledge of ServiceNow or comparable self‑service portal solutions.
• Experience in leading cross‑functional initiatives that align customer success with product and delivery roadmaps.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day operational details.
• Leadership – Inspiring and motivating teams, fostering a culture of accountability and continuous improvement.
• Customer‑Obsessed – Deep empathy for client needs and a relentless focus on delivering value.
• Analytical – Strong data‑driven mindset to measure success, identify trends, and inform decisions.
• Adaptability – Comfortable navigating ambiguity and driving change in a dynamic environment.
• Collaboration – Skilled at building partnerships across Sales, Delivery, Product, and Finance.
• Communication – Clear, concise, and persuasive in both written and verbal formats.
• Project Management – Proven ability to manage multiple initiatives simultaneously and deliver on time.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by your ambition and performance. As a Senior Customer Success Manager, you will have the opportunity to:

• Progress into Director or VP roles within Customer Success, Operations, or Product Management.
• Lead cross‑functional transformation projects that shape the future of our service delivery.
• Participate in leadership development programs, including mentorship, coaching, and executive training.
• Attend industry conferences, webinars, and workshops to stay at the forefront of customer success best practices.
• Contribute to internal knowledge bases, whitepapers, and case studies that showcase our expertise.
• Earn certifications in ITIL, PMP, or other relevant frameworks through our tuition reimbursement program.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model means you can work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Collaborative tools such as Slack, Microsoft Teams, and Confluence.
• Regular virtual coffee chats and cross‑departmental knowledge sharing sessions.
• A culture that celebrates wins, learns from failures, and continuously seeks improvement.
• Inclusive hiring practices that value diverse perspectives and promote equity.
• Flexible work arrangements that support work‑life balance.

Compensation & Benefits

While specific salary ranges are confidential, we offer a competitive total rewards package that includes:

• Competitive base salary commensurate with experience.
• Performance‑based bonuses tied to team and individual metrics.
• Health, dental, and vision coverage for you and your dependents.
• 401(k) plan with company match.
• Profit‑sharing and equity options for eligible employees.
• Paid time off, holidays, and flexible work arrangements.
• Parental leave, medical leave, and military leave policies.
• Wellness programs, employee assistance, and mental health resources.
• Professional development stipend and tuition reimbursement.
• Pet insurance, employee discount programs, and other voluntary benefits.

How to Apply

If you are ready to lead a high‑impact Customer Success team, drive client satisfaction, and shape the future of day‑to‑day operations at brighthush, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

We look forward to exploring how your expertise and passion can help us deliver unparalleled value to our clients and continue to grow as a leader in technology services.