About Brightfield

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 +$573B 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 Chief Customer Officer.

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 or AI 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.

About Brightfield
At Brightfield, we are revolutionizing the way organizations manage their workforce. As a pioneer in workforce analytics, our AI-powered platform, TDX (Talent Data Exchange), helps the world’s largest companies make smarter decisions about how they design, source, and manage their extended workforce.

With over $573B in real-world workforce spend data from 139 countries, we provide the insights our customers need to reduce costs, manage risk, and unlock new levels of agility and performance. Since 2006, we’ve been trusted by the Global 2000 to guide strategic workforce decisions with clarity and confidence.

We are a fully remote team of data-driven innovators, problem solvers, and industry experts who value flexibility, ownership, and continuous learning. At Brightfield, how we work together matters—and we’re building a company where curious, driven people can do their best work.

About the Role
Brightfield is seeking a VP of Services & Delivery to define, build, and scale our professional services, data analytics and delivery capabilities to ensure customers realize measurable value from TDX quickly and consistently. This leader will own the end-to-end implementation and delivery of TDX from implementation, data onboarding, analytics and delivery of value-added services that deepen customer outcomes and drive adoption.

The ideal candidate is a strategic, hands-on operator who knows how to scale a services organization in a high-growth SaaS environment without sacrificing quality. You bring strong customer judgment, delivery best practices, rigor, and a talent for building repeatable services playbooks—while partnering seamlessly with Customer Success, Sales, Product, and Engineering to support a cohesive customer experience. You will build services engagement, services offerings and delivery strategies as well as set the vision for services growth setting clear priorities, strengthening execution standards, and building a high-performing culture. 

What You’ll Do

• Set and scale the Services & Delivery operating model—strategy, structure, roles, and execution standards that drive customer outcomes and support growth.
• Own services revenue targets and support software expansion opportunities.
• Own end-to-end delivery across engagements (scoping, resourcing, governance, risk management, and quality).
• Lead and grow our data and analytics team, strengthening performance and developing the org design and hiring plan as we scale.
• Evolve our services GTM and offerings, including packaging, pricing/scoping discipline, and delivery playbooks across the customer lifecycle.
• Own services performance and core operating metrics, managing utilization, margin, engagement health, and time-to-value/adoption indicators.
• Build scalable standards and delivery best practices, frameworks, systems (methodologies, staffing models, operating cadence, QA, and customer-facing playbooks).
• Partner tightly with Customer Success, Sales/Presales, and Product to create clean handoffs, improve solutioning, and ensure customer learnings inform delivery and product evolution.
• Build and activate a partner delivery ecosystem, setting where partners fit, enabling them to deliver, and holding quality and customer satisfaction standards.
• Serve as an executive sponsor for key customers and partners, ensuring alignment on outcomes and driving resolution through complex delivery moments.
• Drive a high-ownership culture of accountability, inclusion, and continuous improvement across the team.

What You Bring

• 10+ years of experience leading services and delivery teams in B2B SaaS, technology, platform, or data/analytics environments, ideally within workforce analytics, HR technology, or procurement solutions.
• Experience in implementing and delivering data, analytics and AI solutions.
• Experience in managing a services P&L and services pricing structures.
• Proven track record scaling services in a way that improves time-to-value, customer satisfaction, and delivery predictability.
• Strong operational discipline, building the systems, metrics, and cadences that make delivery measurable and continuously improving.
• Experience developing delivery playbooks and packaged offerings that are repeatable, outcome-oriented, and easy to sell and deliver.
• Exceptional customer presence and executive communication—able to guide senior stakeholders through complex implementations and delivery moments.
• Demonstrated ability to lead cross-functionally and influence outcomes across Customer Success, Sales, Product, and technical/data teams.
• A builder’s mindset: you’re comfortable creating structure where it doesn’t yet exist and iterating quickly based on what the business needs.
• A people-first leader who sets high standards, coaches effectively, and builds an accountable, collaborative, remote-friendly culture.
• Comfort operating in ambiguity and prioritizing well in a fast-paced environment where both customer needs and internal priorities evolve.