Senior Enterprise Customer Success Manager – Pilot Program Leadership & Digital Transformation Champion – Remote, USA – Accelerate Enterprise Adoption, Drive Digital Transformation, and Scale Success at brighthush

About brighthush

brighthush is a trailblazing technology company that is redefining how modern enterprises interact with their digital ecosystems. Founded in 2023, we have rapidly evolved into a high‑growth organization that empowers businesses to streamline tool usage through an intuitive ambient user interface platform. Our mission is to make digital tool management effortless, secure, and scalable—so teams can focus on what they do best. With a vibrant team of 11‑50 talented professionals, brighthush is headquartered in Boston, Massachusetts, but our culture is truly global, thanks to our fully remote, distributed workforce.

Why brighthush is the Place to Accelerate Your Career

At brighthush, you’ll be part of a company that is not only shaping the future of digital tool management but also building a culture that values innovation, ownership, and continuous learning. We champion a growth mindset, encourage cross‑functional collaboration, and reward impactful results. If you thrive in a fast‑paced, high‑growth environment and want to make a tangible difference for enterprise customers, brighthush is the place for you.

Role Overview

As a Senior Enterprise Customer Success Manager, you will be the linchpin between our product, engineering, and sales teams, ensuring that our enterprise customers achieve maximum value from our platform. You will own the entire customer journey post‑sale—from orchestrating pilots and deployments to nurturing long‑term relationships, managing escalations, and building a repeatable playbook that scales with our growing customer base.

Key Responsibilities

• Pilot Program Leadership – Own end‑to‑end pilot programs. When a prospect signs a pilot, you are the champion. Define success criteria, set realistic timelines, coordinate with the customer’s IT and security teams, deploy brighthush, track progress, and conduct comprehensive readouts.
• Enterprise Account Management – Maintain day‑to‑day relationships with live accounts. Drive adoption, monitor health metrics, and ensure that every user derives real, measurable value from the platform.
• Escalation Ownership – Serve as the first point of contact for any customer issue or concern. Resolve problems independently when possible, bring in engineering for technical escalations, and keep stakeholders informed throughout the resolution process.
• Early Warning & Risk Mitigation – Identify potential relationship risks before they become critical. Detect signals such as a champion going quiet, organizational re‑orgs, or stalled security reviews, and proactively bring these to leadership with actionable recommendations.
• Expansion & Upsell Enablement – Spot opportunities for account expansion. When you see a chance to grow an account, hand it over to sales with the context and data they need to close the deal.
• Customer Playbook Development – Translate your pilot and onboarding experience into a documented, repeatable program that can scale as our customer base grows. This playbook will become the standard operating procedure for all future pilots and deployments.
• Data‑Driven Insight Generation – Leverage adoption metrics, usage analytics, and health scores to provide actionable insights to both customers and internal stakeholders. Use data to forecast churn risk, identify upsell opportunities, and refine the customer journey.
• Thought Leadership & Advocacy – Represent brighthush at industry events, webinars, and user groups. Gather feedback, share best practices, and position brighthush as a trusted partner in digital transformation.

Essential Qualifications

• Minimum 5 years of experience in B2B software customer success, implementation, or solutions consulting.
• Proven track record of running enterprise pilots or deployments from kickoff to readout, including at least one challenging project that you successfully turned around.
• Comfortable engaging with IT and security teams on topics such as rollout strategy, device management, and data handling. You don’t need to be an engineer, but you should be able to lead conversations without constant technical support.
• Exceptional follow‑through: you set dates, assign owners, and define next steps—no reminders needed.
• Strong people‑reading skills: you can differentiate between a busy stakeholder and one who is disengaging.
• Excellent communication skills, able to converse with executives and end users alike, and a desire for ownership rather than following a pre‑designed process.
• Experience managing multi‑million dollar enterprise accounts and navigating complex procurement cycles.
• Proficiency with customer success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).

Preferred Qualifications

• Experience in a high‑growth or early‑stage startup environment where you had to wear multiple hats.
• Background in SaaS or cloud‑based platforms with a focus on enterprise adoption.
• Knowledge of security best practices and compliance frameworks (e.g., ISO, SOC, GDPR).
• Previous involvement in creating or refining customer success playbooks or frameworks.
• Fluency in data analysis tools (Excel, SQL, or similar) to track adoption metrics and health scores.
• Experience working with global teams across multiple time zones.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Project Management – Skilled at coordinating cross‑functional teams and ensuring timely delivery.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and driving adoption.
• Problem‑Solving – Quick to diagnose issues, propose solutions, and execute them efficiently.
• Communication & Influence – Clear, concise, and persuasive communication with stakeholders at all levels.
• Adaptability – Comfortable navigating ambiguity and pivoting as priorities shift.
• Analytical Acumen – Ability to interpret data, identify trends, and translate insights into action.
• Leadership & Mentorship – Willingness to coach junior team members and lead by example.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer:

• Mentorship from senior leaders in product, engineering, and sales.
• Access to industry conferences, workshops, and certifications.
• Regular knowledge‑sharing sessions and internal tech talks.
• Clear career ladder with defined pathways to senior leadership roles.
• Opportunities to transition into product management, sales engineering, or enterprise architecture based on your interests.
• Annual performance reviews that focus on skill growth and goal alignment.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the USA while staying connected with a vibrant, collaborative team. We value:

• Transparency and open communication.
• Work‑life balance, with flexible hours and generous paid time off.
• Inclusive and diverse workplace where every voice is heard.
• Continuous feedback and a culture of learning.
• Community building through virtual coffee chats, hackathons, and wellness challenges.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive base salary, performance‑based bonuses, and equity options. Additional perks include:

• Health, dental, and vision insurance.
• 401(k) matching.
• Unlimited PTO and mental health days.
• Monthly wellness stipend.
• Home‑office stipend and tech allowance.
• Access to a global network of mentors and industry experts.

How to Apply

If you are ready to take ownership of enterprise customer success, drive adoption, and shape the future of our customer playbook, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Join us in redefining how enterprises manage their digital tools—one customer at a time.