Customer Success & Enablement Lead – Strategic Adoption & Growth Champion for brighthush

About brighthush

At brighthush, we’re on a mission to make public spaces safer through cutting‑edge security technology. Our solutions empower cities, universities, airports, and corporate campuses to protect people, assets, and reputations with precision and confidence. We’re a fast‑growing, customer‑centric organization that thrives on innovation, collaboration, and a relentless focus on delivering measurable value to every client.

Why Join brighthush?

As a Customer Success & Enablement Lead, you’ll be the linchpin that turns our technology into a trusted partner for our customers. You’ll build deep relationships, guide adoption, and help clients realize tangible outcomes that keep them coming back year after year. If you’re passionate about customer experience, thrive in a dynamic environment, and want to see your work directly impact safety and security worldwide, brighthush is the place for you.

Key Responsibilities

• Customer Onboarding & Training
  • Collaborate with Program Management, Technical Support, and Sales to orchestrate seamless go‑live experiences.
  • Deliver tailored, hands‑on training sessions—both virtual and onsite—aligned with each customer’s operational context.
  • Ensure completion of brighthush Academy learning paths and certifications, tracking progress in our CRM.
• Adoption & Value Realization
  • Design and execute proactive success plans that drive consistent system usage, optimized detection performance, and operator confidence.
  • Guide customers through workflow evolution, staffing adjustments, and procedural enhancements to maximize ROI.
  • Promote adoption of Mybrighthush, training content, and all enablement resources.
• Customer Health & Risk Management
  • Partner with the Red Accounts team to identify at‑risk accounts and develop get‑well plans.
  • Coordinate with Support, Technical Sales, and Solutions to resolve escalations swiftly.
  • Maintain clean, accurate CRM documentation—contacts, milestones, health scores, renewal context.
• Renewal Readiness & Growth Support
  • Engage day‑to‑day champions, operational owners, and economic buyers to ensure they understand and realize full value.
  • Lead the enablement workstream that validates success criteria with decision‑makers and reinforces business value.
  • Minimize renewal friction by driving strong adoption, training completion, and clear demonstration of ongoing value.
• Strategic Advocacy & Program Improvement
  • Serve as a trusted advisor across multiple accounts, building a network of cross‑functional partners to accelerate outcomes.
  • Identify and share best practices, process improvements, and new enablement opportunities across the Customer Experience team.
  • Own a portfolio of high‑impact accounts, ensuring consistent performance and scalable success.

Performance Milestones

First 30–90 Days

• Achieve full competency in brighthush products, workflows, and enablement methodology.
• Complete in‑person technical instruction, online self‑study, structured learning paths, and peer shadowing.
• Master the CX operating model—onboarding, enablement, training, adoption, renewal readiness, customer health.
• Build relationships with Sales, Program Management, Support, Technical Sales, Channel Operations, and Marketing.
• Begin engaging customers—support onboarding activities, training prep, early adoption.

3–6 Months

• Contribute to day‑to‑day onboarding, training, and value‑realization across the install base.
• Deliver virtual and onsite training covering system operation, best practices, and brighthush Academy paths.
• Develop baseline success plans focusing on adoption, learning milestones, and operational excellence.

6–12 Months

• Fully own your customer portfolio—onboard new customers, build proactive success plans, drive adoption of learning resources.
• Monitor customer health, usage signals, and feedback to identify risks early and mitigate through cross‑functional collaboration.
• Lead performance reviews and business value conversations using customer dashboards (visitor scans, alerts, detections, engagement metrics).
• Manage renewal readiness—ensure strong adoption, value realization, and risk reduction.

1+ Year

• Be recognized as a strategic customer advocate with deep account relationships.
• Maintain an internal network of cross‑functional partners to accelerate outcomes.
• Consistently deliver measurable impact—improved system usage, reduced friction, higher training completion, strong renewal rates.
• Operate independently while driving scalable improvements to the broader enablement program.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Computer Science, or related field.
• 5+ years of experience in customer success, enablement, or account management within a SaaS or security technology environment.
• Proven track record of driving adoption, customer health, and renewal success.
• Strong analytical skills—ability to interpret usage data, health scores, and performance metrics.
• Excellent communication and presentation skills; comfortable speaking to C‑level executives and frontline operators.
• Experience with CRM systems (Salesforce, HubSpot, or similar) and learning management platforms.
• Ability to travel up to 25–30% of the time; flexibility for occasional nights, weekends, and holidays.

Preferred Qualifications

• Experience in the security or public safety industry.
• Knowledge of security operations center (SOC) workflows and incident response.
• Certifications in customer success (CSM, CCS), project management (PMP, Agile), or security (CISSP, CEH).
• Multilingual capabilities, especially in Spanish or Mandarin.
• Background in data analytics or BI tools (Tableau, Power BI).

Skills & Competencies

• Customer‑centric mindset with a passion for delivering measurable value.
• Strategic thinking—able to see the big picture while managing day‑to‑day details.
• Problem‑solving—quickly diagnose issues, propose solutions, and drive resolution.
• Collaboration—work effectively across Sales, Support, Technical, and Marketing.
• Adaptability—thrive in a fast‑moving, evolving environment.
• Project management—plan, execute, and track initiatives with clear milestones.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous growth. As a Customer Success & Enablement Lead, you’ll:

• Progress to senior leadership roles such as Senior Customer Success Manager, Director of Customer Experience, or VP of Customer Success.
• Lead cross‑functional initiatives, shaping product roadmaps and customer journey strategies.
• Access to tuition reimbursement, industry conferences, and internal training programs.
• Mentor junior team members and contribute to a culture of knowledge sharing.

Work Environment & Culture

Our Customer Experience team is distributed across the United States, with a strong presence in the Northeast. We value:

• Remote flexibility—most of your work is done from home, with occasional travel for key accounts.
• Collaboration—weekly virtual huddles, cross‑team workshops, and an open communication culture.
• Innovation—your ideas directly influence product enhancements and customer success strategies.
• Diversity & Inclusion—brighthush is committed to a workplace where everyone feels respected and empowered.

Compensation & Benefits

Base salary range: $79,000 – $129,000, depending on experience, location, and market benchmarks. In addition:

• Competitive target bonus and equity package.
• Comprehensive medical, dental, and vision insurance.
• Health Savings Account (HSA) and 401(k) plan with company match.
• Unlimited vacation policy—take the time you need to recharge.
• Quarterly stipend of $300 for perks that matter most to you.
• Subscription to wellness platforms (e.g., Calm).
• Tuition reimbursement for ongoing learning and development.
• Flexible paid time off (PTO) aligned with business needs and manager approval.

Location & Travel

This is a remote position based in the Northeast, ideally near Boston, Providence, Hartford, New York City/Northern New Jersey, or Philadelphia. We welcome exceptional candidates from other Northeast locations with convenient access to transportation for regional travel. Travel may reach 25–30% of your time, including trade shows and customer visits. Flexibility for occasional nights, weekends, and holidays is required.

How to Apply

Ready to make a real difference in the world of public safety? Join brighthush and help us transform the way communities protect themselves. Click the link below to apply and start your journey with us.

Apply to this role at brighthush

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, age, disability, or any other protected status. If you require a reasonable accommodation during the application process, please contact us at [email protected].