Brightfield - Senior Customer Success Manager
Requirements
• Experienced in managing enterprise customer relationships with a focus on delivering measurable value and driving retention and growth. • Skilled in communicating with both business and technical stakeholders, including C-level executives. • Confident in navigating complex organizations and identifying use cases that drive broader adoption. • Strategic thinker with a collaborative mindset, able to align internal resources around customer goals. • Comfortable operating in a fast-paced, data-driven, and high-growth SaaS or AI environment. • Organized and accountable, with strong project management skills and attention to detail. • What You’ve Done • What You’ve Done • 8+ years of B2B experience in Customer Success, Account Management, Consulting, or related roles within high-growth, global SaaS companies. • Demonstrated success in a product-led or consumption-based model with a focus on enterprise customers. • Proven track record of building and maintaining executive-level relationships internally and externally. • Strong written and verbal communication skills with experience delivering customer-facing presentations. • Familiarity with Salesforce and customer engagement tools; experience with project management platforms is a plus. • Experience in Contingent Workforce and / or Services Procurement is a plus.
Responsibilities
• Own a portfolio of enterprise accounts, driving successful onboarding, adoption, value realization, and renewal. • Serve as a trusted advisor to customer stakeholders and executives by delivering insights, recommendations, and tailored guidance aligned to their goals. • Partner closely with Sales to identify and support expansion and upsell opportunities, as well as to ensure seamless renewals. • Conduct and deliver high-impact touchpoints including Quarterly Business Reviews, product roadmap sessions, and usage reporting. • Collaborate cross-functionally to escalate and resolve account risks, ensuring alignment on customer goals and challenges. • Track and report on customer health, usage trends, and business outcomes to inform proactive account strategies. • Champion customers internally, influencing product direction and service improvements based on customer feedback and needs. • Develop and refine customer success best practices, tools, and playbooks to continuously improve the customer experience. • Actively contribute to executive engagement programs and customer advocacy initiatives.
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