Principal Customer Success Manager – Dedicated Enterprise Partnerships & Strategic Growth Leader at brighthush

Why brighthush?

At brighthush, we believe that identity is the cornerstone of the next wave of artificial intelligence. By delivering a trusted, neutral infrastructure, we empower organizations worldwide to adopt AI with confidence, security, and speed. Our mission is bold: to secure every identity—human and machine—so that businesses can unlock the full potential of AI without compromising safety. If you thrive on solving complex, high‑stakes challenges and want to be part of a purpose‑driven team that moves at the speed of innovation, this is the place where your career can truly become defining.

About the Role: Principal Customer Success Manager – Dedicated

The Principal Customer Success Manager – Dedicated is a pivotal leader within the Key Accounts sector at brighthush. Reporting directly to the Director of Customer Success, you will be the strategic bridge between brighthush’s cutting‑edge identity solutions and the business objectives of our most valuable enterprise customers. Your mandate is to deepen executive alignment, accelerate adoption, and drive measurable business outcomes that keep our customers thriving and expanding their partnership with brighthush.

Key Responsibilities

• Deliver Customer Value: Build and nurture deep, C‑level relationships, translating technical capabilities into clear business ROI and ensuring high levels of satisfaction and retention.
• Strategic Success Planning: Design proactive success plans and lead Strategic Business Reviews (SBRs) with defined KPIs, timelines, and success metrics that turn strategy into tangible traction.
• Cross‑Functional Advocacy: Champion the customer’s voice across Sales, Support, Engineering, and Product teams, orchestrating coordinated responses to escalations and driving seamless success motions.
• Feedback Loop Creation: Capture, synthesize, and surface customer feedback to influence product roadmaps and service enhancements, continuously raising the bar for brighthush’s offerings.
• Product Adoption & Expansion: Identify relevant new features and solutions, guide customers through adoption, and uncover expansion opportunities that align with their evolving needs.
• Renewal Management: Proactively assess renewal risk, collaborate with internal stakeholders to mitigate concerns, and secure successful renewals while identifying upsell pathways.
• Thought Leadership: Serve as a trusted advisor, delivering executive‑level presentations, workshops, and thought‑provoking insights that position brighthush as a strategic partner.

Essential Qualifications

• 12+ years of experience in customer success, account management, or consulting roles with large, complex enterprises, preferably within SaaS‑based technical products.
• Proven track record of scaling exceptional customer experiences, consistently raising performance standards, and delivering measurable business outcomes.
• Elite emotional intelligence with a demonstrated ability to develop and sustain executive‑level relationships.
• Exceptional presentation, communication, and project management skills, especially when engaging with C‑suite stakeholders.
• Strong analytical and listening abilities, capable of asking incisive questions, uncovering hidden business priorities, and anticipating customer needs.
• Collaborative mindset with a history of winning as part of cross‑functional teams.
• Technical acumen and problem‑solving expertise, with experience in enterprise security tools considered a strong advantage.
• Willingness to travel up to 25% of the time to meet customers on‑site and attend strategic events.

Preferred Qualifications & Additional Skills

• Experience driving adoption of identity‑centric platforms, zero‑trust frameworks, or AI‑enabled security solutions.
• Background in consulting or professional services where solution design and business transformation were core responsibilities.
• Familiarity with data‑driven success metrics, health scoring models, and predictive renewal analytics.
• Certification in relevant security or cloud technologies (e.g., CISSP, CCSP, AWS, Azure).
• Demonstrated ability to influence product strategy through customer insights and market trends.

Core Competencies for Success

• Strategic Thinking: Ability to see the big picture, align technology with business goals, and craft roadmaps that deliver long‑term value.
• Customer‑Centric Mindset: Passion for delivering outcomes that matter to the customer, not just completing tasks.
• Execution Excellence: Proven ability to move fast, simplify complex processes, and repeat successful patterns at scale.
• Influence & Negotiation: Skillful at gaining buy‑in from senior leaders and navigating internal politics to achieve win‑win outcomes.
• Data‑Driven Decision Making: Comfortable using analytics to guide actions, forecast risk, and demonstrate impact.
• Adaptability: Thrives in a fast‑changing environment, embraces ambiguity, and continuously seeks improvement.

Compensation, Benefits & Total Rewards

On‑Target Earnings (OTE): The annual OTE range varies by location. For candidates in California (excluding the San Francisco Bay Area), Colorado, Illinois, New York, and Washington, the range is $224,000 – $308,000 USD. For those in the San Francisco Bay Area, the range is $251,000 – $345,000 USD. OTE includes base salary, performance‑based incentive, and, where applicable, equity participation.

In addition to competitive compensation, brighthush offers a comprehensive benefits suite:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement plan with company match.
• Flexible Spending Accounts (FSA) for health and dependent care.
• Generous paid time off (PTO), parental leave, and paid holidays.
• Equity grants for eligible employees, aligning personal success with company growth.
• Well‑being programs, including mental health resources, fitness stipends, and employee assistance services.
• Professional development budget for certifications, conferences, and continuous learning.

The brighthush Experience

At brighthush, we invest in people as much as we invest in technology. Our culture is built on three pillars:

• Supporting Your Well‑Being: From wellness challenges to flexible work arrangements, we prioritize a healthy work‑life balance.
• Driving Social Impact: Employees are encouraged to give back through volunteer programs, community partnerships, and sustainability initiatives.
• Developing Talent & Fostering Community: Mentorship circles, internal mobility pathways, and a global network of peers create an environment where careers flourish.

Our global footprint spans more than 20 offices, and we welcome diverse perspectives that fuel innovation. New hires experience an immersive, in‑person onboarding program that accelerates time‑to‑impact and connects them with the brighthush mission from day one.

Career Growth & Learning Opportunities

As a Principal Customer Success Manager, you will have clear pathways to senior leadership roles such as Director of Customer Success, VP of Customer Experience, or even General Manager of a strategic business unit. brighthush supports continuous learning through:

• Access to a curated library of courses on leadership, technical architecture, and emerging security trends.
• Quarterly “Innovation Days” where teams showcase breakthrough ideas and receive executive sponsorship.
• Mentorship programs pairing you with senior leaders who can help shape your career trajectory.
• Opportunities to lead cross‑functional initiatives, influencing product strategy and go‑to‑market plans.

Work Environment & Culture Highlights

Our teams operate in a hybrid model that blends the flexibility of remote work with the collaborative energy of in‑office sessions. We value:

• Transparency: Open communication channels, regular town halls, and clear visibility into company performance.
• Inclusivity: A commitment to diversity, equity, and inclusion that is reflected in hiring, promotion, and everyday interactions.
• Innovation Mindset: Encouragement to experiment, fail fast, and iterate—because the best solutions emerge from bold ideas.
• Recognition: Programs that celebrate individual and team achievements, reinforcing a culture of appreciation.

Application Process & Next Steps

If you are ready to partner with brighthush and lead the next generation of identity‑centric success for our most strategic customers, we want to hear from you. Our hiring process is designed to be respectful of your time and includes:

1. Initial screening with a Talent Acquisition Partner.
2. Deep‑dive interview with the Customer Success leadership team.
3. Strategic case study or business scenario presentation.
4. Final conversation with senior executives to ensure cultural fit and alignment on vision.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, disability, veteran status, or any other characteristic protected by law. Reasonable accommodations are available throughout the recruitment process upon request.

Join brighthush – Shape the Future of Secure Identity

Identity is the gateway to the AI‑driven future. As a Principal Customer Success Manager – Dedicated at brighthush, you will be at the forefront of that transformation, guiding enterprise leaders to realize the full value of secure, trusted identities. Bring your strategic vision, relentless execution, and passion for customer advocacy to a company that is redefining how the world embraces AI safely.

Apply today and become a catalyst for change. Together, we’ll secure every identity, empower every organization, and build a future where technology works for humanity.