Customer Success Manager – Enterprise SaaS Adoption, Retention, Expansion & Strategic Partnership Lead at brighthush

About brighthush

brighthush is a global leader in secure, cloud‑native identity solutions that empower businesses and individuals to interact, transact, and collaborate without friction or fear. Our mission is to deliver “digital freedom” – a seamless, secure experience that lets users focus on what matters most. From Fortune 100 enterprises to fast‑growing startups, brighthush’s intelligent platform safeguards identities across every touchpoint, enabling safe digital experiences wherever and however they happen.

Headquartered in Denver, Colorado, brighthush operates in multiple regions worldwide, supporting a diverse portfolio of customers across finance, healthcare, retail, and government. Our culture is built on the belief that protecting individual identities is as important as protecting digital ones. We champion every identity, celebrate individuality, and foster an inclusive environment where every employee can bring their authentic self to work.

Why Join brighthush?

At brighthush you’ll be part of a fast‑growing, purpose‑driven organization that blends the agility of a startup with the stability of an established enterprise. We invest heavily in people, offering continuous learning, mentorship, and a clear path for career advancement. If you thrive on solving complex problems, building lasting relationships, and driving measurable business outcomes, you’ll feel right at home here.

Role Overview

The Customer Success Manager (CSM) is the post‑sales champion for a defined portfolio of enterprise customers. You will own the end‑to‑end journey from onboarding through renewal, ensuring customers realize the full value of brighthush’s identity platform. By orchestrating cross‑functional teams—including Support, Product, Services, and Sales—you will help customers achieve their strategic objectives, reduce churn, and uncover expansion opportunities.

Key Responsibilities

1. Customer Outcomes & Revenue Management

• Maintain ownership of customer health, retention, and risk for each account, collaborating closely with Sales and Renewal teams.
• Develop, execute, and continuously refine detailed success plans that align product capabilities with the customer’s business goals, milestones, and owners.
• Proactively identify renewal risks, design mitigation strategies, and track progress against risk‑reduction actions.
• Surface, qualify, and drive expansion opportunities—including cross‑sell, up‑sell, and use‑case extensions—working hand‑in‑hand with Account Executives to move deals forward.

2. Adoption & Value Realisation

• Translate high‑level customer objectives into quantifiable outcomes and maintain a transparent tracking system.
• Analyse usage data, health scores, and telemetry to uncover adoption gaps, launch targeted adoption plays, and prevent value erosion.
• Conduct regular value‑focused business reviews (e.g., Success Plan reviews, Executive Business Reviews) that tell a compelling story linking product usage to business impact.

3. Customer Engagement & Advocacy

• Build deep, trust‑based relationships with day‑to‑day contacts, project owners, and senior business sponsors.
• Establish a structured cadence of check‑ins, workshops, and governance reviews tailored to each customer’s segment and lifecycle stage.
• Capture, prioritize, and champion customer feedback, ensuring issues are resolved and insights are shared across the organisation.
• Identify and nurture customer advocates for references, case studies, testimonials, and speaking opportunities at industry events.

4. Operational Excellence & Tooling

• Maintain accurate, up‑to‑date records in brighthush’s Customer Success platform and CRM, including health scores, notes, success plans, risks, and action items.
• Leverage standardized playbooks and processes for adoption, development, and renewal preparation to ensure consistency and scalability.
• Produce executive‑ready account success dashboards that provide clear visibility into status, risk, and opportunity.
• Contribute to the continuous improvement of CS processes, templates, and best‑practice documentation.

5. Cross‑Functional Collaboration

• Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement.
• Work closely with Support and Engineering to manage escalations, communicate status, and prevent repeat incidents.
• Collaborate with Product Management and the CS Architecture/Onboarding team to feed customer insights into the product roadmap and enablement programs.
• Coordinate with Professional Services to align project scoping, delivery, and hand‑off activities.

Required Experience & Skills

• 3‑7 years of experience in Customer Success, Account Management, Consulting, or a similar customer‑facing role within B2B SaaS or enterprise software.
• Demonstrated success managing a portfolio of mid‑size to large‑enterprise customers and consistently meeting or exceeding retention targets.
• Strong grasp of subscription‑based revenue models, churn drivers, and expansion levers.
• Ability to engage confidently with both technical and non‑technical stakeholders, from system administrators to C‑level executives.
• Comfort with data‑driven decision‑making; experience working with usage dashboards, health scores, NPS/CSAT metrics, and turning insights into actionable plans.
• Exceptional communication, presentation, and storytelling abilities—able to craft compelling narratives that link product features to business outcomes.
• Highly organized with excellent time‑management skills; capable of juggling multiple accounts and workstreams without sacrificing quality.

Preferred Qualifications

• Background in Identity & Access Management (IAM), security, or related enterprise SaaS domains.
• Hands‑on experience with Customer Success platforms (e.g., brighthush) and CRM systems (e.g., brighthush).
• Proven track record running Quarterly Business Reviews (QBRs) / Executive Business Reviews (EBRs) and building structured success plans.
• Experience collaborating with distributed, global teams across multiple time zones.

Key Performance Indicators (KPIs)

Success in this role will be measured against a blend of quantitative and qualitative metrics, including:

• Renewal Rate – percentage of assigned accounts that renew on time.
• Net Revenue Retention (NRR) – expansion pipeline influenced or sourced, minus churn.
• Portfolio Health – average health score, completeness of success plans, and freshness of data.
• Strategic Touchpoint Delivery – frequency and quality of EBRs, value‑unlock sessions, and roadmap reviews.
• Customer Advocacy & Satisfaction – NPS/CSAT scores, number of references, and participation in marketing programs.
• Operational Excellence – data quality in systems, timely updates, and adherence to core CS processes.

Behaviours & Values

• Customer‑obsessed: Always act in the best interest of the customer and their outcomes.
• Data‑informed: Use metrics and evidence to guide decisions and prioritisation.
• Collaborative: Work openly with peers and partners, sharing information and breaking down silos.
• Accountable: Own commitments, communicate proactively, and follow through.
• Growth mindset: Seek feedback, learn quickly, and adapt to change.

Life at brighthush

brighthush believes that a flexible, collaborative work environment fuels innovation. Whether you work from our Denver headquarters, a regional office, or remotely, you’ll find a culture that encourages curiosity, celebrates individuality, and rewards initiative.

• Empowering Culture: A supportive atmosphere that encourages you to bring your authentic self to work and do your best work.
• Employee Resource Groups: Communities that foster belonging, mentorship, and professional growth for every background.
• Team Bonding: Regular virtual and in‑person events that strengthen relationships across the global organisation.
• Learning & Development: Access to internal training, external certifications, and a generous education‑reimbursement program.
• Community Impact: Global volunteering initiatives that let you give back and make a difference beyond the office.

Compensation, Perks & Benefits

While exact compensation will be aligned with experience and market benchmarks, brighthush offers a competitive total rewards package that includes:

• Base salary plus performance‑based bonus tied to renewal and expansion targets.
• Equity participation – become a true owner of brighthush’s future success.
• Generous paid time off (PTO) and holiday schedule.
• Comprehensive health, dental, and vision plans with flexible spending options.
• Parental leave policies that support new parents.
• Retirement savings plans with company matching contributions.
• Commuter benefits or remote‑work stipends, depending on location.
• Wellness programs, mental‑health resources, and employee assistance services.

Career Growth & Development

At brighthush, your career trajectory is limited only by your ambition. As a Customer Success Manager you can progress to Senior CSM, Team Lead, or Customer Success Director roles, eventually moving into broader Go‑to‑Market or Product leadership positions. We provide mentorship, leadership training, and cross‑functional project opportunities to accelerate your growth.

Ready to Make an Impact?

If you are passionate about helping enterprise customers unlock the full potential of secure identity solutions, thrive in a data‑driven environment, and love collaborating across teams, we want to hear from you. Join brighthush and become a strategic partner in shaping the future of digital security and freedom.