Remote Senior Customer Success Manager – Enterprise AI Security Solutions at brighthush

About brighthush

brighthush is a trailblazing AI‑powered video security platform that empowers organizations to see, understand, and respond to safety risks in real time. Since our founding in 2021, we have grown from a small, passionate team into a dynamic, high‑growth startup with a global footprint. Our mission is simple: give every business the clarity and confidence to protect people, property, and data through intelligent video analytics.

We are headquartered in Los Gatos, California, but our culture is truly remote‑first. With a distributed workforce of 51‑200 employees, we thrive on collaboration, innovation, and a shared commitment to customer success. At brighthush, you’ll join a team that is not only building cutting‑edge technology but also redefining how enterprises manage safety and security.

Why This Role Matters

As the Senior Customer Success Manager, you will be the linchpin of our U.S. enterprise customer success ecosystem. You’ll own the entire post‑sale journey—from the first handshake to the final renewal—ensuring that our clients not only adopt our platform but also realize measurable value that drives expansion and advocacy. Your strategic vision, operational rigor, and customer‑centric mindset will directly influence our growth trajectory and the long‑term success of our partners.

Key Responsibilities

• Lead Post‑Sale Onboarding – Champion the kickoff process, orchestrating cross‑functional alignment between Sales, Solutions Engineering, and Support to deliver a seamless transition from contract to active use.
• Build and Maintain Onboarding Tracker – Create a dynamic, real‑time dashboard that tracks:
  • Equipment shipping and delivery status
  • Internet connectivity validation
  • Solutions Engineering assignment and configuration completion
  • Deployment milestones and time‑to‑first‑value validation
  • Successful onboarding sign‑off
• Monitor Customer Health – Continuously track defined metrics such as platform usage, login activity, alert configuration, support ticket trends, feature requests, and product feedback. Use data to identify early warning signs and proactively mitigate risks.
• Drive Adoption & Value Realization – Partner with Solutions Engineering, Support, and Account Executives to close adoption gaps, ensuring customers fully leverage use cases that deliver tangible ROI.
• Conduct Quarterly Business Reviews (QBRs) – Own the agenda, data, and narrative for QBRs with strategic accounts, translating performance into actionable insights and expansion opportunities.
• Mitigate Churn & Manage Renewal Strategy – Develop structured engagement plans to address churn risks, collaborate with Account Executives on renewal negotiations, and secure long‑term contracts.
• Identify Expansion Signals – Spot opportunities such as new site deployments, additional use cases, and increased system utilization. Work closely with the sales team to convert these signals into upsell or cross‑sell deals.
• Internal Advocacy – Serve as the customer voice within brighthush, ensuring that feedback from the field informs product roadmap, support processes, and engineering priorities.
• Continuous Improvement – Lead initiatives to refine customer success playbooks, onboarding frameworks, and health monitoring tools, driving operational excellence across the organization.
• Other Duties as Assigned – Take on additional responsibilities that support the growth and success of brighthush and its customers.

Essential Qualifications

• 7+ years of experience in technical Customer Success, Account Management, or a similar post‑sale role within SaaS or enterprise technology.
• Proven track record as a founding or early‑stage customer success hire, building processes from the ground up.
• Deep understanding of technical buyers—IT, security, engineering, and operations—who drive procurement decisions.
• Experience managing high‑touch enterprise accounts, typically with ARR > $1M.
• Exceptional cross‑functional coordination skills, with a history of collaborating effectively with Sales, Engineering, and Support.
• Strong analytical mindset: ability to interpret product usage data, identify trends, and translate insights into actionable plans.
• Executive‑level communication experience, including leading QBRs and presenting to C‑suite stakeholders.
• Process‑driven, detail‑oriented approach to project management and documentation.
• Familiarity with APIs, integrations, or technical implementation workflows.
• Experience building or improving customer success playbooks, onboarding frameworks, or health monitoring systems.
• Background in security, AI, infrastructure, or data platforms is highly desirable.
• Knowledge of camera systems, IoT, networking, or cloud platforms will set you apart.

Preferred Qualifications

• Prior experience in a fast‑moving AI or security startup environment.
• Demonstrated success in driving expansion revenue (upsell/cross‑sell) from existing accounts.
• Hands‑on experience with video analytics or surveillance technology.
• Proficiency in CRM and customer success tools such as Salesforce, Gainsight, or Totango.
• Strong storytelling ability to translate technical data into compelling business narratives.

Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and building long‑term relationships.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day operational details.
• Data‑Driven Decision Making – Comfortable using metrics and analytics to guide strategy and measure success.
• Communication & Influence – Skilled at articulating complex ideas to diverse audiences, from technical teams to executives.
• Project Management – Proven track record of managing multiple initiatives simultaneously with high quality.
• Adaptability – Thrive in a rapidly evolving startup environment, embracing change and continuous learning.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. As a senior leader in Customer Success, you will:

• Shape the future of our enterprise success organization, influencing strategy, processes, and culture.
• Mentor junior CSMs and build a high‑performing team that sets industry standards for customer advocacy.
• Collaborate closely with product, engineering, and sales leaders to drive product enhancements that directly impact customer outcomes.
• Participate in executive‑level discussions, contributing to company‑wide strategy and vision.
• Access ongoing professional development through conferences, workshops, and internal training programs.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere in the U.S. while staying connected to a vibrant, global team. We value:

• Flexibility – Choose the work hours and environment that maximize your productivity.
• Collaboration – Regular virtual town halls, cross‑team workshops, and informal “coffee chat” sessions keep us connected.
• Innovation – We encourage experimentation, rapid iteration, and a fail‑fast mentality.
• Transparency – Open communication channels, clear OKRs, and data‑driven decision making keep everyone aligned.
• Diversity & Inclusion – We celebrate diverse perspectives and strive to create an inclusive environment for all.

Compensation, Perks, and Benefits

While specific figures vary based on experience, we offer a competitive base salary, uncapped commission, and equity that allows you to own a piece of brighthush’s future. Additional benefits include:

• Comprehensive medical, dental, and vision coverage for U.S. employees.
• 15 days of paid time off, paid holidays, and sick leave.
• 401(k) plan with a 4% employer match.
• Paid parental leave for new parents.
• Home office stipend of $500 and top‑tier equipment provided.
• Access to cutting‑edge tools and technology that empower you to focus on customer success, not admin.
• Remote‑first flexibility with optional hybrid arrangements for those who prefer a mix of in‑office and remote work.
• Opportunity to influence product roadmap through direct customer feedback.

How to Apply

If you are a seasoned Customer Success professional who thrives on building relationships, driving adoption, and turning data into action, we want to hear from you. Join brighthush and help us shape the future of AI‑powered security.

Ready to take the next step? Click the link below to submit your application and become part of a team that is redefining safety and security for enterprises worldwide.