Digital Customer Success Manager – Driving SaaS Adoption, Risk Mitigation, and Customer Outcomes at brighthush

About brighthush

brighthush is a trailblazing AI‑powered identity security platform that unifies identity, security, and data intelligence to protect enterprises from advanced identity‑based threats. With a mission to simplify complex security challenges, brighthush empowers organizations worldwide to secure their digital assets, streamline compliance, and accelerate digital transformation. As a fast‑growing SaaS company, we blend cutting‑edge technology with a customer‑centric culture, delivering solutions that are both powerful and user‑friendly.

Why Join brighthush?

At brighthush, we believe that our people are our greatest asset. We foster an environment where innovation thrives, collaboration is the norm, and every voice matters. As a Digital Customer Success Manager, you will be at the forefront of our customer experience, ensuring that our clients not only adopt our platform but also achieve measurable business outcomes. You’ll work alongside product, engineering, and sales teams to shape the future of identity security while building lasting relationships with our customers.

Key Responsibilities

As a Digital Customer Success Manager, you will be responsible for the end‑to‑end success of our customers. Your day‑to‑day activities will include:

• Executing Customer Engagements: Design and deliver tailored onboarding, training, and adoption plans that accelerate time‑to‑value for each client.
• Driving Customer Outcomes: Partner with customers to define success metrics, monitor performance, and recommend enhancements that align with their business goals.
• Identifying Customer Risk: Proactively analyze usage data, engagement signals, and support tickets to flag potential churn risks and develop mitigation strategies.
• Collaborating Across Teams: Work closely with Sales, Product, and Engineering to relay customer feedback, influence roadmap decisions, and ensure a seamless handoff during renewals and upsells.
• Championing Customer Advocacy: Cultivate a community of satisfied users who become brand ambassadors, case study contributors, and reference contacts.
• Managing Customer Health Scores: Utilize tools like Gainsight to maintain accurate health dashboards, trigger alerts, and report on key performance indicators.
• Providing Thought Leadership: Deliver webinars, workshops, and white‑papers that educate customers on best practices and emerging security trends.

Essential Qualifications

We’re looking for candidates who bring a blend of technical acumen, customer‑centric mindset, and data‑driven decision making:

• Minimum 2 years of experience in customer success, account management, or a customer‑facing role within a SaaS environment.
• Strong written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable insights.
• Proficiency with customer success platforms such as Gainsight, and CRM systems like Salesforce.
• Experience working with security or identity governance solutions is highly desirable.
• Data‑driven mindset: comfortable analyzing metrics, creating dashboards, and deriving actionable recommendations.
• Self‑starter who thrives in a fast‑paced, low‑oversight environment while maintaining high standards of quality.
• Excellent collaboration skills – you’ll be working cross‑functionally with product, engineering, sales, and marketing.

Preferred Qualifications

These additional skills will set you apart:

• Previous experience in the identity security or cybersecurity industry.
• Knowledge of compliance frameworks such as SOC 2, ISO 27001, or GDPR.
• Experience with data analytics tools (e.g., Tableau, Power BI) to visualize customer health metrics.
• Background in project management or process improvement methodologies (e.g., Lean, Six Sigma).
• Fluency in additional languages beyond English.

Core Skills & Competencies

• Customer‑Obsessed: Passion for delivering exceptional customer experiences and building long‑term relationships.
• Analytical Thinking: Ability to dissect data, spot trends, and translate findings into strategic actions.
• Strategic Communication: Skilled at influencing stakeholders at all levels, from C‑suite executives to technical teams.
• Problem‑Solving: Creative and resourceful in addressing customer challenges and turning obstacles into opportunities.
• Adaptability: Comfortable navigating ambiguity and adjusting priorities in a rapidly evolving SaaS landscape.
• Team Player: Collaborative mindset that values diverse perspectives and fosters a culture of shared success.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Structured onboarding and continuous learning programs that cover product knowledge, industry trends, and soft‑skill development.
• Mentorship from senior leaders who are committed to your growth and success.
• Opportunities to transition into advanced roles such as Senior Customer Success Manager, Customer Success Director, or Product Management.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Annual conferences, webinars, and industry events to keep you at the forefront of identity security innovation.

Work Environment & Company Culture

brighthush is a fully remote, distributed organization that values flexibility, trust, and autonomy. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a commitment to keeping everyone informed.
• Innovation: Encouragement to experiment, fail fast, and iterate on ideas that drive customer value.
• Diversity & Inclusion: A welcoming environment where diverse backgrounds and perspectives are celebrated.
• Work‑Life Balance: Flexible schedules, generous paid time off, and a focus on mental well‑being.
• Community: Regular virtual team‑building events, hackathons, and volunteer opportunities.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: USD 76,400 – 128,856 per year, commensurate with experience and performance.
• Performance Bonuses: Annual incentive plans tied to individual and company goals.
• 401(k) Matching: Up to 4% match to help you plan for the future.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, plus a wellness stipend.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Parental Leave: Generous paid parental leave for new parents.
• Professional Development: Reimbursement for certifications, courses, and conferences.
• Remote Work Allowance: Home office stipend to create a productive workspace.

How to Apply

If you’re ready to make a tangible impact on the security posture of enterprises worldwide and grow your career in a dynamic, customer‑centric SaaS environment, we want to hear from you. Submit your application through our careers portal and join the brighthush team in redefining identity security for the next generation.