Principal Customer Success Manager – Dedicated – Enterprise SaaS & AI Identity Solutions at brighthush – Strategic Advisor & Growth Champion

About brighthush

At brighthush, we are redefining the future of digital identity. Our mission is simple yet powerful: Secure Every Identity, from AI to Human. By building a trusted, neutral infrastructure, we empower organizations worldwide to safely embrace the next wave of AI and cloud innovation. With a portfolio that spans single sign‑on, adaptive multi‑factor authentication, API security, and zero‑trust access, brighthush is the backbone of secure digital transformation for Fortune 500s, fast‑growth startups, and public sector leaders alike.

Our culture is built on a relentless drive to solve complex, high‑stakes challenges. We value speed, urgency, and execution excellence. If you thrive in a fast‑moving environment, love turning strategy into measurable impact, and are passionate about making a tangible difference for our customers, brighthush is the place for you.

Why This Role Matters

The Principal Customer Success Manager – Dedicated is a cornerstone of our Key Accounts strategy. You will be the trusted advisor to our most strategic customers, ensuring they realize maximum value from brighthush’s identity platform while driving growth, retention, and expansion. Your influence will shape the customer experience, inform product roadmap, and help us maintain our position as the industry leader in secure identity.

Key Responsibilities

• Deliver Customer Value – Build and nurture deep relationships with C‑level executives and key stakeholders. Understand their business objectives, pain points, and success metrics. Translate complex technical concepts into clear, actionable business outcomes that drive ROI.
• Strategic Success Planning – Design and execute proactive success plans, including Strategic Business Reviews (SBRs) with defined goals, KPIs, and timelines. Turn strategy into measurable traction and ensure alignment between customer priorities and brighthush’s capabilities.
• Champion Cross‑Functional Collaboration – Act as the customer’s advocate within brighthush. Mobilize Sales, Support, Engineering, and Product teams to resolve escalations, launch coordinated success initiatives, and deliver a seamless experience.
• Voice of the Customer – Capture, surface, and champion customer feedback across the organization. Drive continuous improvement by challenging existing processes and advocating for product enhancements that meet evolving customer needs.
• Product Evangelism – Identify and communicate relevant new products and features. Guide customers through adoption, ensuring they fully leverage brighthush’s agentic capabilities to achieve their security and business goals.
• Renewal & Expansion Leadership – Proactively identify renewal risk, collaborate with internal teams to remediate issues, and secure successful renewals. Simultaneously spot and pursue expansion opportunities to grow the account’s footprint.
• Thought Leadership & Thought Partnering – Represent brighthush at industry events, webinars, and customer forums. Share insights on identity trends, AI security, and best practices, positioning brighthush as a thought leader.
• Data‑Driven Decision Making – Leverage customer data, usage analytics, and market research to inform strategy, forecast growth, and identify upsell opportunities.

Essential Qualifications

• 12+ years of experience in Customer Success, Enterprise Account Management, or Consulting roles, managing relationships with large, complex enterprises.
• Proven track record of delivering and scaling exceptional customer experiences, consistently raising the bar and choosing ambition over comfort.
• Exceptional executive presence: strong presentation, communication, and project management skills, especially when engaging with C‑level stakeholders.
• High emotional intelligence and elite relationship‑management skills, with a demonstrated ability to build trust and influence at all levels.
• Strong analytical and listening skills: ask effective questions, dive deep into customer priorities, and anticipate future needs.
• Excellent cross‑functional collaboration: work seamlessly with Sales, Support, Engineering, and Product teams to win as a unified force.
• Technical acumen: solid understanding of SaaS, cloud security, and identity technologies. Experience with enterprise security tools is highly preferred.
• Willingness to travel up to 25% of the time to meet customers and attend industry events.

Preferred Qualifications

• Experience in the identity and access management (IAM) space or related security domains.
• Background in AI or machine‑learning security solutions.
• Prior leadership experience managing a team of Customer Success or Account Management professionals.
• Advanced data‑analysis skills, including proficiency with CRM (e.g., Salesforce), analytics platforms, and reporting tools.
• Demonstrated success in driving renewals, expansions, and upsell revenue in a high‑growth SaaS environment.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture, align customer goals with brighthush’s vision, and craft long‑term success plans.
• Customer‑Centric Mindset – Deep empathy for customer challenges, coupled with a passion for delivering tangible value.
• Influence & Negotiation – Persuasive communication that drives consensus and secures buy‑in from stakeholders.
• Project Management – Strong organizational skills to manage multiple initiatives, timelines, and cross‑team dependencies.
• Data‑Driven Insight – Use metrics and analytics to inform decisions, measure success, and identify growth opportunities.
• Adaptability – Thrive in a dynamic environment, pivot quickly, and simplify complex problems.
• Leadership & Mentorship – Inspire and develop junior team members, fostering a culture of continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limitless. As a Principal Customer Success Manager, you will:

• Lead high‑impact initiatives that shape the future of identity security.
• Collaborate with senior leaders across product, engineering, and sales to influence company strategy.
• Mentor and coach emerging leaders in the Customer Success organization.
• Participate in executive‑level meetings, gaining exposure to board‑level discussions.
• Access continuous learning programs, including industry certifications, leadership workshops, and AI security courses.

Work Environment & Culture at brighthush

Our global community spans over 20 offices worldwide, yet we remain tightly connected through a shared mission: secure every identity. We champion:

• Inclusive Collaboration – A culture where diverse perspectives are valued and every voice is heard.
• Innovation & Agility – Rapid experimentation, data‑backed decision making, and a bias for action.
• Well‑Being & Work‑Life Balance – Flexible work arrangements, generous PTO, and comprehensive health benefits.
• Social Impact – Initiatives that give back to communities, promote sustainability, and support digital inclusion.
• Professional Development – Structured onboarding, mentorship, and career‑pathing programs.

Compensation & Benefits

While the exact On‑Target Earnings (OTE) will vary based on location, experience, and performance, brighthush offers a competitive total rewards package that includes:

• Base salary plus performance‑based incentive.
• Equity opportunities (where applicable).
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Flexible spending accounts and wellness stipends.
• Paid time off, parental leave, and sabbatical options.
• Travel allowance for up to 25% travel.
• Continuous learning stipend and conference sponsorships.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We consider qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, disability, or veteran status. Reasonable accommodations are available for applicants with disabilities.

Ready to Join brighthush?

If you are a high‑performance leader who thrives on solving complex challenges, building strategic relationships, and driving measurable business value, we want to hear from you. This is a career‑defining opportunity to shape the future of identity security and make a lasting impact on our customers and the industry.

Apply today and become part of a team that is all‑in on the mission to secure every identity, from AI to human.