Customer Enablement Manager – Strategic Relationship Builder for Client Success, Adoption, and Lifecycle Value Realization

About brighthush

At brighthush, we are on a mission to make the world a safer, more resilient place through innovative technology solutions that empower organizations to protect what matters most. Our cutting‑edge platforms combine advanced analytics, real‑time monitoring, and intuitive user experiences to deliver measurable impact for our customers across a variety of industries. As we continue to expand our global footprint, we recognize that the true engine of our success is the deep, trusted relationships we build with the people who use our solutions every day. That’s why we are looking for a passionate, relationship‑focused professional to join our Customer Experience (CX) team as a Customer Enablement Manager.

Why This Role Matters

Customer success isn’t just a department—it’s the heart of brighthush’s long‑term mission and profitability. Our customers must experience clear, measurable value from their brighthush systems not only at deployment but throughout the entire lifecycle of the partnership. As a Customer Enablement Manager (CEM), you will be the trusted guide who ensures every client onboarding is smooth, every adoption milestone is celebrated, and every operational challenge is turned into an opportunity for growth. Your work will directly influence customer satisfaction, system utilization, risk mitigation, and ultimately, successful subscription renewals.

Key Responsibilities

• Strategic Onboarding: Lead the end‑to‑end onboarding experience for new customers, coordinating cross‑functional teams (Sales, Program Management, Support, Technical Sales & Solutions, Channel Operations, Marketing) to ensure a seamless transition from contract to live operation.
• Adoption & Enablement: Design and deliver both virtual and on‑site training sessions that cover system operation, best practices, and the full suite of learning paths available through the brighthush Academy.
• Customer Success Planning: Develop baseline success plans that outline adoption targets, learning milestones, and operational excellence goals for each account.
• Proactive Relationship Management: Build and nurture strong, long‑lasting relationships with a portfolio of customers, acting as the primary point of contact for all enablement‑related inquiries.
• Health Monitoring & Risk Mitigation: Track key health indicators, identify early signs of churn risk, and collaborate with internal stakeholders to implement corrective actions.
• Renewal Readiness: Partner with the Renewals team to ensure customers are positioned for successful subscription renewals by demonstrating continuous value and ROI.
• Feedback Loop Creation: Capture customer feedback on product usability, training effectiveness, and overall experience, and relay insights to Product Management and Engineering for continuous improvement.
• Cross‑Functional Collaboration: Work closely with Senior Customer Enablement Managers and the broader CX team to share best practices, refine enablement methodologies, and scale successful approaches across the install base.

Performance Outcomes – First 12 Months

First 30–90 Days: Foundations

• Achieve full competency in brighthush’s product suite, workflows, and enablement methodology through a blend of in‑person technical instruction at headquarters, online self‑study, structured learning paths, and peer shadowing.
• Master the CX operating model, encompassing onboarding, enablement, training, adoption, renewal readiness, and customer health monitoring.
• Establish relationships with internal partners—Sales, Program Management, Support, Technical Sales & Solutions, Channel Operations, and Marketing—to understand each customer’s history, deployment context, and value drivers.
• Begin engaging with customers by supporting onboarding activities, preparing training materials, and facilitating early‑stage adoption conversations.

3–6 Months: Impact Delivery

• Contribute actively to day‑to‑day customer onboarding, training, and value‑realization activities across the install base, ensuring progress toward defined success metrics.
• Deliver high‑impact virtual and on‑site training sessions that cover system operation, best practices, and the full curriculum of brighthush Academy learning paths.
• Develop baseline success plans for assigned accounts, focusing on adoption timelines, learning milestones, and operational excellence benchmarks.
• Start to own specific segments of the portfolio, taking responsibility for proactive engagement and health monitoring.

6–12 Months: Full Ownership & Growth

• Assume complete ownership of a defined customer portfolio, overseeing onboarding of new customers, creation of proactive success plans, and driving adoption of learning resources such as brighthush Academy and the MyPortal knowledge hub.
• Demonstrate measurable improvements in system utilization, customer satisfaction scores, and risk mitigation metrics.
• Partner with the Renewals team to achieve a renewal rate that exceeds the company benchmark, showcasing the tangible ROI delivered to each client.
• Mentor junior team members and contribute to the evolution of the CX enablement methodology based on real‑world insights.

Essential Qualifications

• Experience: Minimum 3–5 years of experience in customer success, enablement, or professional services roles within a SaaS or technology‑focused environment.
• Relationship Building: Proven track record of establishing trusted advisor relationships with senior stakeholders and end‑users.
• Technical Acumen: Ability to quickly grasp complex technology solutions, articulate value propositions, and translate technical concepts into business outcomes.
• Communication Skills: Exceptional verbal and written communication abilities, with experience delivering engaging training sessions and creating clear documentation.
• Analytical Mindset: Comfortable using data and metrics to assess customer health, identify trends, and drive proactive interventions.
• Project Management: Demonstrated ability to manage multiple concurrent engagements, prioritize tasks, and meet deadlines.
• Education: Bachelor’s degree in Business, Engineering, Computer Science, or a related field (or equivalent professional experience).

Preferred Qualifications

• Experience in safety, security, or risk‑management technology sectors.
• Certification in Customer Success Management (e.g., SuccessHACKER, Gainsight).
• Background in instructional design or adult learning principles.
• Familiarity with Learning Management Systems (LMS) and e‑learning authoring tools.
• Proficiency with CRM platforms (e.g., Salesforce) and customer health dashboards.
• Multilingual abilities, especially in languages relevant to brighthush’s global customer base.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand customer pain points and tailor solutions accordingly.
• Strategic Thinking: Vision to see the big picture while executing detailed enablement plans.
• Facilitation & Presentation: Confidence delivering both virtual and in‑person workshops that inspire adoption.
• Problem Solving: Resourceful approach to troubleshooting and turning challenges into learning opportunities.
• Collaboration: Strong team player who thrives in cross‑functional environments.
• Adaptability: Comfortable navigating a fast‑changing technology landscape and evolving customer needs.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Customer Enablement Manager, you will have clear pathways to advance into senior CX leadership roles, such as Senior Customer Enablement Manager, CX Program Director, or even VP of Customer Success. We invest heavily in continuous learning—employees receive access to:

• Annual professional development budgets for conferences, certifications, and advanced training.
• Internal mentorship programs pairing you with senior leaders across product, engineering, and sales.
• Unlimited access to the brighthush Academy for both personal skill growth and customer‑facing enablement.
• Opportunities to contribute to product roadmap discussions, ensuring the voice of the customer shapes future innovations.

Work Environment & Culture at brighthush

brighthush fosters a culture of collaboration, curiosity, and impact. Our teams operate in a hybrid model, offering flexibility to work from home or from our modern, collaborative headquarters. Key cultural pillars include:

• Customer‑Centricity: Every decision is filtered through the lens of delivering real value to our clients.
• Innovation: We encourage bold ideas, rapid experimentation, and continuous improvement.
• Inclusivity: Diverse perspectives are celebrated, and we actively build an environment where every voice is heard.
• Transparency: Open communication channels across all levels of the organization.
• Well‑Being: Comprehensive wellness programs, mental health resources, and generous paid time off.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, successful candidates can expect a competitive base salary aligned with market standards for the region, complemented by a performance‑based bonus structure tied to customer health and renewal metrics. Additional benefits include:

• Health, dental, and vision insurance with multiple plan options.
• 401(k) or equivalent retirement savings plan with company match.
• Generous paid parental leave and family‑friendly policies.
• Professional development stipend and tuition reimbursement.
• Employee stock purchase plan (ESPP) and equity grants for eligible roles.
• Flexible work hours, hybrid office model, and a modern, tech‑enabled workspace.
• Wellness allowance, on‑site fitness classes, and mental health resources.
• Company‑wide events, volunteer days, and team‑building retreats.

How to Apply

If you are an excellent relationship builder, passionate about delivering exceptional customer experiences, and eager to contribute to a mission that makes the world safer, we want to hear from you. Join brighthush and become a catalyst for customer success and long‑term value creation.