Senior Customer Success Manager – Strategic Client Partnerships, Retention & Growth (Remote – Germany/Munich)

Why Join brighthush?

At brighthush, we are redefining the way technology empowers businesses to build lasting relationships with their customers. As a leading provider of innovative customer success and client care solutions in the Information Technology sector, brighthush combines cutting‑edge data analytics, AI‑driven insights, and a human‑first approach to help clients achieve measurable outcomes. Our mission is simple: turn every interaction into an opportunity for delight, loyalty, and growth. If you thrive in a fast‑moving, remote‑first environment and are passionate about shaping the future of customer experience, brighthush offers the platform, resources, and culture you need to excel.

Position Overview

We are seeking an experienced, results‑driven Senior Customer Success Manager to lead strategic client partnerships, drive retention, and champion the voice of the customer across our portfolio. This role is pivotal in ensuring that our customers not only achieve their business objectives but also become enthusiastic advocates for brighthush. You will operate remotely from anywhere in Germany, with a preference for candidates based in Munich or surrounding regions, and will collaborate closely with cross‑functional teams including Sales, Product, Engineering, and Marketing.

Key Responsibilities

• Strategic Account Management: Own a portfolio of high‑value enterprise clients, develop deep relationships with key stakeholders, and act as the trusted advisor throughout the customer lifecycle.
• Onboarding & Implementation: Lead seamless onboarding experiences, coordinate with product and implementation teams, and ensure that customers realize value within the first 30‑90 days.
• Customer Health Monitoring: Leverage brighthush’s analytics platform to track usage, adoption, NPS, churn risk indicators, and proactively address issues before they impact satisfaction.
• Retention & Expansion: Design and execute renewal strategies, identify upsell and cross‑sell opportunities, and collaborate with Sales to close expansion deals.
• Advocacy & Feedback Loop: Capture customer feedback, translate insights into product enhancements, and champion the customer perspective in internal road‑mapping sessions.
• Negotiation & Contract Management: Conduct renewal negotiations, manage contract amendments, and ensure mutually beneficial terms that align with brighthush’s growth objectives.
• Team Leadership & Mentorship: Coach junior Customer Success Associates, share best practices, and contribute to the continuous improvement of the CS methodology.
• Reporting & KPI Ownership: Own key performance indicators such as churn rate, renewal rate, expansion revenue, and customer satisfaction scores; produce regular executive dashboards.

Essential Qualifications

• 7–10 years of proven experience in customer success, client care, or account management within the technology or SaaS industry.
• Demonstrated success in managing complex, enterprise‑level relationships and delivering measurable business outcomes.
• Strong negotiation skills with a track record of securing high‑value renewals and expansions.
• Exceptional communication abilities in English (both written and spoken); German language proficiency is a plus but not mandatory.
• Analytical mindset with experience using CRM and CS platforms (e.g., Salesforce, Gainsight, Totango) to drive data‑informed decisions.
• Proven ability to work autonomously in a remote setting while maintaining high levels of collaboration and visibility.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field; advanced degree is a plus.

Preferred Qualifications & Nice‑to‑Have Skills

• Experience in the Information Technology sector, particularly with AI‑enabled or data‑analytics solutions.
• Certification in Customer Success Management (e.g., SuccessHACKER, Gainsight CSM).
• Fluency in German to deepen relationships with local stakeholders.
• Background in consulting or professional services, providing a consultative approach to problem solving.
• Track record of building and scaling customer success teams in high‑growth environments.

Core Competencies for Success

• Strategic Thinking: Ability to see the big picture, align customer goals with brighthush’s roadmap, and anticipate future needs.
• Empathy & Relationship Building: Genuine curiosity about client challenges and a talent for fostering trust.
• Data‑Driven Decision Making: Comfort interpreting dashboards, churn predictors, and usage metrics to guide actions.
• Problem Solving: Proactive identification of obstacles and swift, creative resolution.
• Leadership & Influence: Capability to inspire internal teams and champion customer priorities without direct authority.
• Time Management: Efficiently juggle multiple accounts, projects, and stakeholder meetings across time zones.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Senior Customer Success Manager, you will have access to:

• Personalized learning budgets for certifications, conferences, and advanced training.
• Mentorship programs pairing you with senior leaders in Product, Sales, and Operations.
• Opportunities to transition into Director‑level roles, Head of Customer Success, or Product Management pathways.
• Cross‑functional project involvement, giving you exposure to product innovation cycles and go‑to‑market strategies.
• Regular internal workshops on emerging technologies such as AI‑driven analytics, automation, and customer journey mapping.

Work Environment & Culture at brighthush

brighthush prides itself on a culture that blends high performance with genuine care for people. Our remote‑first policy means you can work from anywhere in Germany while staying connected through:

• Weekly virtual “All‑Hands” meetings that celebrate wins, share insights, and reinforce our mission.
• Quarterly in‑person retreats in Munich, fostering team bonding and strategic planning.
• Open‑door communication channels with leadership, encouraging ideas from every level.
• Diversity, equity, and inclusion initiatives that ensure a welcoming environment for all backgrounds.
• Well‑being programs, including mental‑health days, virtual fitness classes, and ergonomic home‑office stipends.

Compensation, Perks & Benefits

While exact figures are tailored to experience, successful candidates can expect a competitive salary package that reflects senior‑level expertise, complemented by:

• Performance‑based bonuses tied to renewal and expansion targets.
• Equity participation in brighthush’s growth journey.
• Comprehensive health insurance (medical, dental, vision) for you and eligible dependents.
• Generous paid time off, including vacation, sick leave, and public holidays.
• Professional development allowance and tuition reimbursement.
• Home‑office equipment budget (monitor, chair, desk, high‑speed internet subsidy).
• Employee assistance program and access to counseling services.
• Flexible working hours to accommodate personal commitments and time‑zone differences.

How to Apply

If you are ready to lead transformative customer journeys, influence product direction, and grow your career within a forward‑thinking tech leader, we want to hear from you. Click the link below to submit your application, including a tailored resume and a cover letter that highlights your most relevant achievements in customer success.

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Join brighthush and Make an Impact

At brighthush, every customer success story is a testament to our collective ambition and dedication. By joining our team, you become part of a vibrant community that values innovation, collaboration, and the relentless pursuit of excellence. Take the next step in your career—apply today and help shape the future of customer experience with brighthush.