Remote Senior Customer Success Manager – Enterprise SaaS & Regulated Industries – Drive Adoption, Retention, and Expansion at brighthush

About brighthush

brighthush is a fast‑growing SaaS company redefining how businesses secure and manage their mobile and virtual workspaces. Founded in 2021, we empower organizations across the United States to protect sensitive data, reduce liability, and preserve privacy for mobile end‑users—all while delivering a seamless, cloud‑native experience. With a vibrant team of 51‑200 professionals headquartered in Reston, Virginia, we are on a mission to become the leading provider of secure, compliant, and user‑friendly virtual workspaces for regulated industries such as finance, healthcare, defense, and government.

Our culture is built on innovation, collaboration, and a relentless focus on customer success. We believe that every interaction with a customer is an opportunity to create lasting value, and we empower our teams to own the entire customer journey—from onboarding to expansion. If you thrive in a dynamic, growth‑stage environment and want to make a tangible impact on the success of high‑stakes enterprise clients, brighthush is the place for you.

Why Join brighthush?

• Remote‑First, US‑Only – Work from anywhere in the United States while staying connected to a global team.
• Competitive Compensation – Base salary, performance bonus tied to company and individual metrics, and a 401(k) plan with employer matching that vests from day one.
• Comprehensive Benefits – Medical, dental, and vision coverage; life and disability insurance; generous parental leave; and access to cutting‑edge tools and training.
• Career Growth – Clear advancement paths from Customer Success Manager to Director of Customer Success, with opportunities to lead cross‑functional initiatives and mentor junior teammates.
• Impactful Work – Own a portfolio of high‑value enterprise accounts, shape product roadmap through customer insights, and drive measurable growth in retention and expansion.
• Collaborative Culture – Work closely with Sales, Product, Engineering, and Support to deliver a unified, customer‑centric experience.

Key Responsibilities

As a Remote Senior Customer Success Manager at brighthush, you will be the champion of our commercial and regulated‑industry customers. Your role will span the full customer lifecycle, ensuring that each client achieves their desired outcomes while driving revenue growth for the company.

• Onboarding & Adoption – Design and execute customized success plans with clear milestones, ensuring smooth transitions from sales to post‑sale and rapid value realization.
• Retention & Expansion – Own gross and net retention for your assigned book of business. Use data‑driven insights to identify upsell opportunities and generate a qualified expansion pipeline.
• Health Monitoring – Continuously track health scores, usage metrics, and engagement signals to flag renewal risk early and proactively address concerns.
• Renewal Leadership – Partner with Account Executives to lead renewal negotiations, presenting ROI, value, and strategic fit to C‑suite stakeholders.
• Relationship Building – Cultivate multi‑threaded relationships across the organization—from administrators to CISOs and CIOs—ensuring a broad base of advocates.
• Quarterly Business Reviews (QBRs) – Deliver compelling QBRs that showcase ROI, highlight success stories, and outline future roadmap alignment.
• Voice of the Customer – Act as the primary conduit for customer feedback to Product and Engineering, translating user needs into actionable product enhancements.
• Escalation Management – Collaborate with Support to resolve escalated issues, ensuring timely resolution and maintaining customer trust.
• CRM & KPI Management – Keep account plans, renewal forecasts, and CS KPIs up to date in Salesforce and your chosen Customer Success platform.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a similar post‑sale role within B2B SaaS.
• Proven track record of owning a book of business and exceeding retention, renewal, and expansion targets.
• Deep experience managing the full customer lifecycle for enterprise or mid‑market accounts.
• Strong presentation skills for technical and executive audiences, including Security Architects, CISOs, and CIOs.
• Data‑driven mindset with proficiency in health scoring, KPI dashboards, and portfolio analytics.
• Hands‑on experience with Salesforce and a Customer Success platform such as Planhat, Gainsight, ChurnZero, or Totango.
• Background supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers.
• Working knowledge of cybersecurity, mobile security, VDI, or zero‑trust concepts.
• Experience building CS playbooks and processes at a growth‑stage company.
• Exceptional written and verbal communication, with the ability to articulate complex ideas clearly.
• Proactive, organized, and accountable—capable of managing a full portfolio of competing priorities.
• Trusted advisor who earns credibility with technical teams and executives alike, building relationships that outlast any single champion.
• Owner mentality—treating retention and customer outcomes as personal standards, not just metrics.
• Energetic and eager to shape CS playbooks and processes as the team scales.

Preferred Qualifications

• Experience in regulated industries such as healthcare, finance, or defense, with a deep understanding of compliance frameworks (HIPAA, PCI, FedRAMP).
• Background in implementing zero‑trust security architectures or mobile security solutions.
• Prior leadership experience managing a team of Customer Success Specialists or Managers.
• Advanced proficiency in data visualization tools (Tableau, Power BI) to create actionable insights.
• Fluency in multiple languages, enhancing communication with diverse client bases.

Skills & Competencies

• Strategic Thinking – Ability to align customer goals with business objectives and translate them into actionable plans.
• Relationship Management – Building trust across all levels of an organization, from frontline users to C‑suite executives.
• Analytical Acumen – Leveraging data to identify trends, forecast risks, and uncover growth opportunities.
• Communication Excellence – Clear, concise, and persuasive communication in both written and verbal formats.
• Project Management – Managing multiple initiatives simultaneously while meeting deadlines and quality standards.
• Collaboration & Influence – Working cross‑functionally with Sales, Product, Engineering, and Support to deliver a seamless customer experience.
• Adaptability – Thriving in a fast‑paced, evolving environment and quickly learning new tools and processes.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Senior Customer Success Manager, you will have access to:

• Leadership training programs that prepare you for future managerial roles.
• Mentorship from senior leaders across Sales, Product, and Engineering.
• Regular workshops on industry trends, cybersecurity best practices, and customer engagement strategies.
• Opportunities to lead cross‑functional projects, such as product roadmap initiatives or customer advocacy programs.
• Conferences and industry events sponsorships to stay ahead of market developments.

Work Environment & Culture at brighthush

Our remote‑first culture is designed to foster collaboration, transparency, and work‑life balance. You will:

• Participate in weekly virtual stand‑ups and monthly all‑hands meetings.
• Use collaborative tools like Slack, Microsoft Teams, and Asana to stay connected.
• Enjoy flexible working hours that accommodate different time zones across the U.S.
• Be part of a community that celebrates wins, learns from challenges, and continuously improves.

Compensation & Benefits

• Base Salary – Competitive, commensurate with experience and market benchmarks.
• Performance Bonus – Earn a bonus tied to company‑wide performance and individual metrics.
• 401(k) Plan – Employer matching contributions that vest from day one.
• Health & Wellness – Comprehensive medical, dental, and vision plans.
• Life & Disability – Life insurance and short‑term/long‑term disability coverage.
• Parental Leave – Paid parental leave for new parents.
• Professional Development – Reimbursement for certifications, courses, and conferences.
• Tools & Technology – Access to the latest software and hardware to perform your role effectively.

How to Apply

If you are ready to take ownership of customer success at a cutting‑edge SaaS company and drive measurable growth, we would love to hear from you. Submit your application through our careers portal or send your resume and cover letter to [email protected]. We look forward to exploring how your expertise can help shape the future of secure, mobile‑first workspaces at brighthush.

Join brighthush Today

Be part of a team that is redefining how regulated industries protect their data while delivering unparalleled user experiences. Your passion for customer success, combined with brighthush’s innovative platform, will create a powerful partnership that drives both customer satisfaction and company growth. Apply now and help us build the next generation of secure, compliant, and user‑centric virtual workspaces.