Customer Success Manager – Enterprise Cyber‑Risk Remediation & Growth Leader at brighthush

About brighthush – Pioneering Autonomous Cyber‑Risk Remediation

At brighthush, we are redefining how organizations confront and eliminate cyber risk. While most security solutions simply surface problems, our Autonomous Remediation Platform goes a step further: it fixes them. By continuously scanning, validating, and automatically remediating vulnerabilities, misconfigurations, patch gaps, hardening deficiencies, compliance gaps, application‑level exposures, and even emerging AI‑related risks, brighthush empowers enterprises to protect endpoints, servers, cloud workloads, and AI systems without disrupting day‑to‑day operations.

Founded in 2019 as a bootstrapped, profitable venture, brighthush quickly earned the trust of more than 300 enterprise customers, safeguarding over 3 million devices worldwide. Our rapid growth was further accelerated by a $65 million Series A round led by brighthush, cementing our position as a market leader in autonomous remediation. Today, a diverse roster of global brands—ranging from consumer goods giants to critical health providers—rely on brighthush to keep their digital environments safe.

As we expand our platform and scale our global footprint, we are looking for passionate, results‑driven professionals who thrive on ownership, love solving complex challenges, and want to shape the next chapter of brighthush’s success story.

Role Overview – Own the Full Customer Journey

We are adding a high‑impact Customer Success Manager to our remote team. In this role, you will be the trusted advisor for a portfolio of commercial and small‑enterprise customers across the United States. Your mission is simple yet powerful: ensure that every customer not only deploys brighthush’s platform but also realizes measurable risk reduction, leading to timely renewals and sustainable growth.

From onboarding to adoption, renewal, and expansion, you will be the single point of contact who drives value, mitigates churn, and uncovers new opportunities. You will collaborate closely with Technical Account Managers, Sales, Solutions Engineering, and a forward‑thinking Customer Success leadership team that is building the playbooks, signals, and tooling needed for high‑velocity success.

Key Responsibilities

• Own Your Book of Business – Serve as the primary liaison for each assigned account, maintaining a deep understanding of stakeholders, purchased capabilities, and success criteria.
• Accelerate Time‑to‑Value – Lead onboarding and deployment initiatives, remove blockers, and ensure that customers see tangible risk reduction within the first weeks after signing.
• Proactive Renewal Management – Initiate renewal conversations at least 180 days before contract expiration, assess evolving customer needs, and address concerns well before deadlines.
• Identify & Qualify Expansion – Spot cross‑sell and upsell opportunities across the broader brighthush platform, including patching, vulnerability remediation, hardening, compliance, application governance, and AI risk modules.
• Data‑Driven Signal Monitoring – Leverage license usage, product adoption metrics, and sentiment data to anticipate risk, uncover growth opportunities, and act with a clear, documented plan.
• Conduct Business Reviews – Present customers with customized ROI narratives that translate reduced exposure into concrete business outcomes and reclaimed engineering time.
• Accurate Forecasting & CRM Discipline – Keep the CRM up‑to‑date, stage renewals and expansions precisely, and flag at‑risk accounts early to maintain forecast confidence.
• Voice of the Customer – Capture feature requests, bug reports, and strategic feedback, channel them through brighthush’s product process, and turn satisfied customers into advocates, references, and reviewers.
• Travel & Event Representation – Participate in up to 10 % travel (approximately 5‑6 trips per year) to attend key industry gatherings where brighthush customers are present, ensuring executive alignment and relationship deepening.

Success Metrics

• Gross Revenue Retention (GRR) – Demonstrate that existing customers retain the full value of their contracts.
• Net Revenue Retention (NRR) – Show growth through expansions and upsells while maintaining low churn.
• Early Renewal Rate – Increase the proportion of renewals closed ahead of schedule.

First‑90‑Day Roadmap

Days 1‑30: Immerse yourself in brighthush’s platform, understand the buyer personas, and master the renewal playbook. Conduct introductory meetings with every customer in your portfolio and draft individualized account plans for the next two quarters.

Days 31‑60: Begin executing adoption plans for low‑engagement accounts, schedule the first round of business reviews, and start early renewal conversations. Align with Sales to qualify at least one expansion opportunity per account.

Days 61‑90: Own a fully staged forecast, with renewals on track, adoption milestones met, and your inaugural expansion qualified and in the pipeline. Deliver your first business review that quantifies risk eliminated and time saved for the customer.

Essential Qualifications

• 4+ years of experience in Customer Success, Account Management, or Renewals within a B2B SaaS environment.
• Proven track record of owning a book of business and meeting or exceeding retention and expansion targets.
• Hands‑on experience with cybersecurity or IT‑operations software—ideally in vulnerability management, patching, endpoint security, or configuration hardening.
• Demonstrated ability to manage a high‑volume portfolio, prioritize by risk and opportunity, and keep multiple renewal cycles moving simultaneously.
• Strong commercial instincts: comfortable negotiating contracts, handling pricing objections, and qualifying expansion deals.
• Technical credibility with IT and security practitioners, coupled with the communication skill to translate technical value into executive‑level business outcomes.
• Proficiency with CRM tools and a data‑driven mindset for forecasting and pipeline management.
• Startup or high‑growth mentality—self‑directed, urgent, and eager to build processes from the ground up.

Preferred (Nice‑to‑Have) Qualifications

• Background at an endpoint, vulnerability, or exposure‑management vendor.
• Experience using structured qualification frameworks such as MEDDPICC.
• History of managing renewals that involve resellers or channel partners.
• Familiarity with AI‑driven tools for account management and a desire to shape their future use at brighthush.
• Relevant security or IT certifications (e.g., CISSP, CISM, CompTIA Security+).

Core Skills & Competencies

• Strategic Relationship Building: Ability to cultivate trust with both technical and executive stakeholders.
• Analytical Thinking: Comfort interpreting usage data, risk metrics, and financial indicators to drive decisions.
• Effective Communication: Clear, concise, and persuasive storytelling that highlights ROI and risk mitigation.
• Negotiation & Influence: Skilled at guiding renewal and expansion conversations to mutually beneficial outcomes.
• Project Management: Organized, detail‑oriented, and capable of juggling multiple timelines without sacrificing quality.
• Collaboration: Works seamlessly across cross‑functional teams—technical, sales, product, and executive leadership.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Customer Success Manager, you will have direct exposure to senior leadership, product strategy, and go‑to‑market planning. Success in this role can lead to:

• Promotion to Senior Customer Success Manager or Team Lead overseeing a larger portfolio.
• Transition into a Customer Success Operations or Enablement role, shaping the processes and tools used across the organization.
• Opportunities to move into Product Management or Solutions Engineering, leveraging your deep customer insights.
• Access to continuous learning—certifications, industry conferences (rebranded as brighthush events), and internal workshops focused on cybersecurity trends, AI risk, and SaaS growth strategies.

Culture & Work Environment at brighthush

We are a remote‑first, globally distributed team that values autonomy, transparency, and impact. Our culture is built on:

• Ownership Mentality: Every team member is empowered to make decisions that directly affect customers and the business.
• Data‑First Approach: We rely on metrics and real‑time signals to guide actions, ensuring that intuition is always backed by evidence.
• Collaborative Spirit: Regular cross‑functional syncs, virtual coffee chats, and shared knowledge bases keep us aligned and supportive.
• Innovation Focus: We encourage experimentation with emerging technologies—especially AI—to stay ahead of the cyber‑risk curve.
• Well‑Being Commitment: Flexible work hours, generous PTO, mental‑health resources, and a stipend for home‑office setup.

Compensation, Perks & Benefits

While exact figures are tailored to experience and market benchmarks, successful candidates can expect a competitive base salary, performance‑based bonuses tied to GRR/NRR targets, and equity participation in brighthush’s growth. Additional benefits include:

• Comprehensive health, dental, and vision coverage.
• 401(k) plan with company match.
• Annual professional development budget.
• Remote‑work allowance for equipment and co‑working spaces.
• Generous parental leave and family‑friendly policies.
• Access to brighthush’s internal learning portal, featuring courses on cybersecurity, SaaS metrics, and leadership.

Why Join brighthush?

If you are driven by the challenge of turning complex security data into actionable, measurable outcomes—and you thrive in a fast‑moving, high‑growth environment—brighthush is the place where your impact will be visible, quantifiable, and celebrated. You will work with cutting‑edge technology that actually fixes problems, collaborate with a team that values your ideas, and help some of the world’s most recognizable brands stay secure.

Ready to own a portfolio, drive revenue retention, and shape the future of autonomous remediation? Apply today and become a pivotal part of brighthush’s mission to eliminate cyber risk without compromising business agility.