Senior Customer Success Manager

Brightfield; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

Brightfield, an innovative AI company, is seeking a Senior Customer Success Manager to drive relationships with strategic clients and maximize the value of their SaaS platform. The ideal candidate will have extensive B2B customer success experience, particularly in a SaaS setting, and will be adept at fostering collaboration across teams to enhance customer satisfaction and retention.

Qualifications

• 8+ years in Customer Success, Account Management, or related fields.
• Experience in high-growth SaaS companies preferred.
• Proven track record managing enterprise customer relationships.

Responsibilities

• Drive successful onboarding and customer adoption.
• Serve as trusted advisor to customer stakeholders.
• Track customer health and business outcomes.

Skills

Relationship Building

Strategic Thinking

Project Management

Communication

Education

Bachelor's Degree

Tools

Salesforce

Customer Engagement Tools

Job description

Brightfield is an AI company with a team of data-driven innovators, problem solvers, and trusted advisors in human capital and workforce analytics. Since 2006, we have empowered the Global 2000 with analytic insights to reduce costs, decrease risk and increase their competitive advantage through our AI-powered SaaS platform, TDX (Talent Data Exchange). TDX is fueled by +$300B in aggregated workforce spend data from 139 countries.

As a company, we are thought leaders in AI and industry experts in contingent workforce analytics. We foster a collaborative, fully remote work environment that values flexibility, continuous learning, and personal growth. This position will report to the VP of Customer Success.

About the Role

We are looking for a Senior Customer Success Manager (Sr. CSM) to own and grow relationships with Brightfield’s most strategic customers. This role is responsible for ensuring successful onboarding, driving platform adoption, and maximizing customer value and retention across the customer lifecycle.

The ideal candidate is a strategic and proactive relationship builder with a proven track record in enterprise account management, preferably in a SaaS and product-led environment. They are a trusted advisor who can lead executive conversations, guide adoption practices, and identify opportunities for expansion. The Sr. CSM will work cross-functionally with Sales, Product, Data & Analytics, and Marketing to advocate for customer needs and ensure ongoing success with Brightfield’s TDX platform.

What You’ll Do

• 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.

Who You Are

• 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 environment.
• Organized and accountable, with strong project management skills and attention to detail.

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.

Equal Opportunity Employer

Brightfield is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

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