Senior Customer Success Manager – Championing Customer Adoption & Value Realisation for Advanced Risk Management Solutions at brighthush

About brighthush

At brighthush, we’re redefining how organisations understand, manage, and mitigate risk. Our cutting‑edge platform empowers businesses to build safer workplaces, make smarter decisions, and create resilient communities. With a presence spanning APAC, the UK, and North America, we’ve grown rapidly while earning the prestigious Great Place to Work® award for four consecutive years. Our culture is built on trust, flexibility, and continuous learning, giving every team member the freedom to excel and the support to advance their career.

Why brighthush?

• Purpose‑Driven Impact: Your work will help organisations worldwide make better risk decisions, directly contributing to safer environments and stronger communities.
• Global Reach, Local Touch: Collaborate with colleagues and clients across continents while enjoying a supportive, inclusive workplace that values diverse perspectives.
• Career Growth & Learning: We invest heavily in professional development, offering mentorship, training, and clear pathways to leadership roles.
• Recognition & Culture: As a certified Great Place to Work® for four years running, we celebrate achievements, encourage innovation, and foster a culture of transparency and respect.
• Competitive Compensation & Perks: We provide a comprehensive benefits package, flexible work arrangements, wellness programs, and employee‑centric perks that support work‑life balance.

Role Overview

We’re seeking a dynamic Senior Customer Success Manager to join our expanding team. In this pivotal role, you will own a portfolio of high‑value customers, acting as their trusted advisor and primary point of contact. Your mission: to drive adoption, unlock value, and ensure our solutions deliver measurable ROI. You’ll collaborate closely with Sales, Product, and Support to create seamless, meaningful experiences that keep customers engaged and satisfied.

Key Responsibilities

• Customer Portfolio Ownership: Manage a diverse set of accounts, from mid‑market to enterprise, ensuring each customer receives personalized attention and strategic guidance.
• Relationship Building: Cultivate long‑term partnerships by deeply understanding customer objectives, pain points, and success metrics.
• Adoption & Engagement: Design and execute proactive success plans that accelerate product adoption, increase usage, and maximize value realization.
• Growth & Expansion: Partner with Account Managers to identify upsell and cross‑sell opportunities, contributing to revenue growth and customer lifetime value.
• Business Reviews & Reporting: Deliver regular, data‑driven business reviews that showcase impact, ROI, and strategic insights, reinforcing the value of our partnership.
• Voice of the Customer: Act as the customer advocate, gathering feedback and translating it into actionable product enhancements and process improvements.
• Cross‑Functional Collaboration: Work with Product, Engineering, Support, and Marketing to resolve issues, share insights, and continuously refine the customer journey.
• Community & Education: Lead user group sessions, webinars, and training workshops to empower customers and foster a vibrant user community.

Essential Qualifications

• Proven Experience: Minimum 3–5 years in Customer Success, Account Management, or a related customer‑facing role within SaaS or B2B technology environments.
• Relationship Management: Demonstrated ability to build trust, influence stakeholders, and manage complex relationships across multiple levels.
• Commercial Acumen: Track record of driving retention, adoption, and revenue growth, with a data‑driven mindset.
• Analytical Skills: Proficiency in interpreting customer data, generating insights, and translating findings into actionable strategies.
• Organizational Excellence: Ability to juggle multiple accounts, priorities, and deadlines while maintaining high quality.
• Customer‑Obsessed Mindset: Passion for delivering exceptional service and a proactive, solutions‑focused approach.
• Technical Fluency: Comfortable navigating complex SaaS solutions, understanding technical concepts, and communicating effectively with technical stakeholders.
• CRM & Success Platforms: Experience with Salesforce, Gainsight, Planhat, ChurnZero, HubSpot, or similar tools.

Preferred Qualifications (Bonus Points)

• Experience managing enterprise or highly complex customer portfolios.
• Deep knowledge of customer success frameworks (e.g., NPS, CSAT, CSAT, R&R, etc.) and industry best practices.
• Familiarity with Gainsight, Planhat, ChurnZero, or HubSpot.
• Background in risk management, compliance, or related fields.

Skills & Competencies

• Strategic Thinking: Ability to align customer goals with brighthush’s product roadmap and business objectives.
• Communication: Excellent written and verbal communication skills, capable of tailoring messages to diverse audiences.
• Problem‑Solving: Strong analytical and troubleshooting skills, with a knack for turning challenges into opportunities.
• Collaboration: Comfortable working cross‑functionally, building consensus, and driving initiatives to completion.
• Adaptability: Thrives in a fast‑paced, evolving environment, quickly learning new tools and processes.
• Leadership: Inspires and mentors junior team members, fostering a culture of continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Senior Customer Success Manager, you’ll have access to:

• Structured mentorship programs with senior leaders.
• Regular training on product updates, industry trends, and advanced customer success techniques.
• Opportunities to lead cross‑functional projects, enhancing your leadership portfolio.
• Clear progression paths to Customer Success Leadership roles (e.g., Director, VP).
• Participation in global conferences, workshops, and industry events.

Work Environment & Culture

Our culture is a blend of high performance and genuine care. We champion:

• Flexibility: Remote‑first work model with flexible hours to support work‑life balance.
• Inclusivity: A diverse workforce where every voice is heard and valued.
• Continuous Learning: Access to learning platforms, internal knowledge bases, and peer‑learning sessions.
• Recognition: Regular shout‑outs, awards, and celebrations for achievements.
• Community Impact: Opportunities to contribute to social initiatives and community outreach.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible vacation policies.
• Wellness programs, mental health support, and employee assistance programs.
• Professional development budget and tuition reimbursement.
• Team‑building retreats, social events, and community service days.

How to Apply

Ready to make an impact that matters? Join brighthush and help organisations worldwide make better risk decisions. Submit your application through the link below and let’s explore how your expertise can drive success for our customers and our mission.