Remote Digital Customer Success Manager – AI‑Powered Customer Engagement & Retention Specialist
About brighthush
brighthush is a trailblazing leader in identity and access management, empowering organizations worldwide to secure and streamline user access across every device and platform. Founded in 2005, we have grown into a global community of over 4,000 passionate professionals who thrive on innovation, collaboration, and delivering measurable value to our customers. Our mission is simple yet profound: to make digital identity safe, simple, and accessible for everyone.
Why Join brighthush?
At brighthush, we believe that the best work happens when people are challenged, supported, and celebrated. As a Remote Digital Customer Success Manager, you will be at the forefront of our customer success strategy, driving adoption, retention, and renewal across a diverse portfolio of enterprise clients. You will work with cutting‑edge AI‑assisted tools, collaborate with cross‑functional teams, and shape the future of customer experience in the identity space.
Key Responsibilities
- Execute AI‑Driven Engagements: Leverage Gainsight and our proprietary AI platform to design and deliver high‑impact “burst” engagements that address customer risk, low adoption, and onboarding challenges.
- Identify and Resolve Adoption Barriers: Conduct deep dives into customer usage data, uncover obstacles to success, and connect clients with the right resources, content, and internal experts to accelerate adoption.
- Risk Management & Renewal Readiness: Monitor risk indicators, support renewal forecasting, investigate late‑payment scenarios, and elevate critical concerns to senior leadership when necessary.
- Data‑Driven Insight & Forecasting: Analyze engagement metrics, support usage patterns, and renewal signals to produce accurate forecasting documentation and updates.
- Stakeholder Communication: Serve as the first point of contact for customer and internal inquiries via the shared inbox, ensuring timely and accurate routing.
- Cross‑Functional Collaboration: Maintain meticulous customer records, forecast updates, and Gainsight documentation while partnering with Sales, Renewals, Support, and Services to drive holistic success.
- Continuous Improvement: Actively participate in Digital Customer Success programs, meetings, and initiatives that align with brighthush’s strategic priorities.
Essential Qualifications
- 3+ years of experience in Customer Success, Account Management, or a customer‑facing role within SaaS or enterprise software.
- Proven track record of driving adoption, retention, and renewal for complex, multi‑tenant solutions.
- Strong analytical mindset with proficiency in Gainsight, Salesforce, or similar CRM/CSM platforms.
- Exceptional written and verbal communication skills—capable of distilling technical concepts into clear, empathetic messages.
- Self‑starter who thrives in a data‑driven environment, delivering results with minimal oversight.
- Demonstrated ability to identify risk, propose solutions, and influence cross‑functional teams.
- Experience working with identity governance, security, or related enterprise software is a plus.
Preferred Qualifications
- Background in identity and access management or cybersecurity domains.
- Experience with AI‑assisted customer success tools or predictive analytics.
- Knowledge of compliance frameworks such as GDPR, SOC 2, or ISO 27001.
- Previous exposure to high‑growth SaaS companies and rapid scaling environments.
Core Skills & Competencies
- Customer‑centric mindset with a passion for delivering value.
- Strategic thinking and execution across multiple stakeholders.
- Data analysis, reporting, and forecasting proficiency.
- Strong problem‑solving and decision‑making abilities.
- Collaboration and influence across cross‑functional teams.
- Adaptability to a fast‑paced, evolving technology landscape.
Career Growth & Learning Opportunities
At brighthush, your professional development is a top priority. As a Digital Customer Success Manager, you will:
- Participate in a structured onboarding program that includes mentorship, technical training, and industry certifications.
- Access a wealth of internal learning resources—webinars, workshops, and knowledge bases—to deepen your expertise in identity, security, and customer success.
- Take on progressively larger accounts and strategic initiatives, positioning you for future leadership roles such as Senior Customer Success Manager, Director of Customer Success, or VP of Customer Experience.
- Engage with a global community of experts through internal forums, industry conferences, and partner ecosystems.
Work Environment & Culture
brighthush champions a culture of inclusion, transparency, and continuous improvement. Our remote‑first model empowers you to work from anywhere in the USA while staying connected through:
- Weekly virtual town halls and team stand‑ups.
- Collaborative tools like Slack, Microsoft Teams, and Confluence.
- Regular feedback loops and performance reviews.
- A commitment to work‑life balance with flexible scheduling and generous time‑off policies.
Compensation & Benefits
While specific salary ranges are confidential, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with experience and market benchmarks.
- Potential eligibility for a corporate bonus plan and role‑specific commission.
- Equity participation options to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance plans.
- Short‑term and long‑term disability coverage.
- Life insurance, accidental death & dismemberment (AD&D), and supplemental life options.
- Flexible spending accounts for health and dependent care, including a limited‑purpose FSA.
- 401(k) savings plan with company matching.
- Flexible vacation policy, 8 paid holidays, sick leave, and paid parental leave.
- Employee Assistance Program (EAP) and access to care counselors.
- Optional voluntary benefits such as legal assistance, critical illness, accident, hospital indemnity, and pet insurance.
- Health Savings Account (HSA) with employer contribution.
H1B Sponsorship
brighthush has a strong history of sponsoring H1B visas, with 27 approvals in 2026, 40 in 2025, 35 in 2024, 28 in 2023, 51 in 2022, 20 in 2021, and 22 in 2020. While we cannot guarantee sponsorship for every role, we are committed to supporting qualified international talent whenever possible.
Ready to Make an Impact?
If you are a proactive, data‑driven professional who thrives on helping customers succeed, we want to hear from you. Join brighthush and become part of a team that is redefining identity and access management for the digital age.