Remote Senior Manager, Customer Onboarding & Success – Driving Enterprise Adoption, Value Realization, and Long‑Term Customer Growth

About brighthush

brighthush is a leading provider of cloud‑based application intelligence and security verification services, empowering organizations worldwide to protect their software supply chains and accelerate digital transformation. With a culture rooted in innovation, collaboration, and customer obsession, brighthush is committed to delivering measurable value to every client, from startups to Fortune 500 enterprises. As a rapidly growing SaaS company, we thrive on solving complex security challenges with elegant, user‑centric solutions that scale effortlessly across global teams.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, remote‑first team that values autonomy, continuous learning, and a shared mission to make software safer for everyone. We champion a flexible work environment, inclusive culture, and a commitment to professional growth. If you’re passionate about customer success, thrive in a fast‑paced SaaS ecosystem, and want to make a tangible impact on enterprise security, this role is for you.

Role Overview

We are seeking a seasoned Remote Senior Manager, Customer Onboarding & Success to lead the end‑to‑end onboarding journey for both enterprise and commercial accounts. In this role, you will orchestrate technical deployments, design scalable onboarding programs, and partner with Customer Success, Sales, Product, and Support to ensure customers achieve rapid value and long‑term retention. Your leadership will shape the customer experience, drive adoption metrics, and influence product strategy through actionable insights.

Key Responsibilities

• Lead and Mentor the Onboarding Team: Build a high‑performing team of onboarding specialists, setting clear accountability for customer outcomes, milestones, and exit criteria.
• Translate Solutions into Business Outcomes: Develop onboarding plans that align purchased solutions with measurable business goals, timelines, and adoption targets, accelerating time to first value.
• Risk Management & Process Optimization: Identify onboarding risks, stalled customers, and friction points; establish communication standards, stakeholder alignment, and governance frameworks.
• Project‑Level Deployment Management: Own end‑to‑end project plans, timelines, and milestones in partnership with Customer Success Engineers (CSEs) and Solution Architects (SAs), ensuring seamless post‑sale to go‑live transitions.
• Technical Resource Coordination: Define task ownership, track deadlines, manage dependencies, and facilitate escalation paths; conduct status meetings and resolve blockers.
• Single Point of Accountability: Serve as the primary contact for customers during deployment, translating technical progress into clear status updates, expectations, and next steps.
• Cross‑Functional Handoffs: Collaborate with CS leadership, Customer Success Managers (CSMs), and Sales to create robust handoff processes, positioning customers for long‑term adoption, retention, and growth.
• Documentation & Knowledge Transfer: Ensure CSMs receive comprehensive onboarding documentation, customer goals, adoption status, risks, and agreed next steps at transition.
• Product & Support Collaboration: Work with Product and Support teams to surface systemic issues impacting onboarding, driving continuous improvement.
• Tiered Onboarding Strategy: Own the design and evolution of tiered onboarding programs—ranging from digital, self‑service experiences to high‑touch, guided onboarding for enterprise accounts—incorporating self‑service content, product walkthroughs, automated communications, and milestone checkpoints.
• Data‑Driven Optimization: Monitor engagement, completion, and time‑to‑value metrics; use data and customer feedback to refine onboarding experiences and ensure each program delivers the appropriate level of support.
• Governance & Reporting: Establish governance, processes, and operating rhythms across the onboarding portfolio; develop reporting on performance, risks, capacity, and outcomes.
• Scalability & Process Improvement: Identify opportunities for process improvement and scalability; analyze trends to recommend enhancements across the broader Customer Success organization.

Essential Qualifications

• 7+ years of experience in Customer Success, customer onboarding, or a related post‑sale SaaS function, with at least 2 years managing customer‑facing teams.
• Proven track record of project‑managing technical customer deployments alongside technical resources such as CSEs, SAs, or implementation engineers.
• Deep understanding of the SaaS customer lifecycle and the interplay between onboarding, adoption, retention, and growth.
• Exceptional customer communication and stakeholder management skills, capable of navigating complex situations and driving accountability across internal and external teams.
• Demonstrated success in driving customer adoption, value realization, and business outcomes in a SaaS environment.
• Experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) and project or onboarding management tools.
• Background in B2B SaaS, ideally within an enterprise or mid‑market environment.
• Prior experience as or leading Customer Success Managers (CSMs).
• Familiarity with digital onboarding tools (e.g., Pendo, WalkMe, Appcues).
• Experience in cybersecurity or enterprise software is highly desirable.

Preferred Qualifications

• Experience building and scaling onboarding programs for high‑growth SaaS companies.
• Knowledge of security compliance frameworks (e.g., ISO 27001, SOC 2, NIST) and how they impact onboarding.
• Data‑analysis skills to interpret adoption metrics and translate insights into actionable improvements.
• Strong project management certifications (PMP, Scrum, or equivalent) are a plus.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Leadership & Team Development
• Stakeholder Management & Influence
• Project Management & Process Design
• Data Analysis & Metrics‑Driven Decision Making
• Communication & Storytelling
• Adaptability & Continuous Improvement

Career Growth & Learning Opportunities

At brighthush, your growth trajectory is supported by a robust learning ecosystem:

• Access to a curated library of courses, certifications, and industry conferences.
• Mentorship programs pairing you with senior leaders across Customer Success, Product, and Engineering.
• Clear promotion paths from Manager to Director and beyond, with performance‑based advancement.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.

Work Environment & Culture

We are a fully remote, distributed team that values:

• Flexibility: Work from anywhere in the USA with a results‑oriented approach.
• Collaboration: Weekly all‑hands, bi‑weekly team syncs, and open communication channels.
• Diversity & Inclusion: A culture that celebrates diverse perspectives and fosters belonging.
• Innovation: A safe space to experiment, iterate, and bring bold ideas to life.
• Well‑being: Regular wellness initiatives, mental health resources, and a supportive community.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior SaaS onboarding leaders.
• Performance‑based bonus structure tied to customer success metrics.
• Generous 401(k) plan with company match.
• Comprehensive medical, dental, and vision coverage.
• Unlimited paid time off and a “Take What You Need” policy to support work‑life balance.
• Wellness stipend and access to virtual fitness classes.
• Professional development budget for courses, certifications, and conferences.
• Employee stock options to share in brighthush’s growth.
• Regular team‑building events, both virtual and in‑person when possible.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through the link below and join a team that’s redefining security in the cloud.