Senior Customer Enablement Manager – East Region – Driving Adoption, Training, and Renewal Success at brighthush

About brighthush

brighthush is a trailblazing security technology company dedicated to creating safer public spaces through innovative, data‑driven solutions. Our mission is simple yet profound: to protect people and property by delivering cutting‑edge access control, surveillance, and analytics tools that empower businesses, municipalities, and institutions to respond to threats in real time. With a portfolio of award‑winning products and a culture that prizes curiosity, collaboration, and continuous improvement, brighthush is poised for rapid growth and is looking for passionate professionals to join our journey.

Why This Role Matters

Customer success is the engine that drives brighthush’s long‑term profitability and market leadership. As a Senior Customer Enablement Manager (CEM) in the East region, you will be the linchpin between our technology and the people who rely on it daily. Your work will ensure that every customer not only adopts our solutions but also realizes measurable business value, leading to higher satisfaction, increased usage, and stronger renewal rates. If you thrive on building relationships, love turning complex systems into everyday tools, and want to make a tangible difference in people’s safety, this is the role for you.

Key Responsibilities

• Onboarding & Training Excellence: Partner with Program Management, Technical Support, and Sales to orchestrate seamless go‑live experiences. Design and deliver customized training sessions—both virtual and onsite—tailored to each customer’s operational environment.
• Learning Path Champion: Guide customers through the brighthush Academy learning paths and certifications, ensuring they complete the right modules to master system operation and best practices.
• Proactive Success Planning: Build and execute success plans that drive consistent system usage, optimize detection performance, and build operator confidence. Continuously refine workflows, staffing, and operating procedures to maximize value.
• Customer Health & Risk Management: Monitor usage signals, health scores, and feedback to identify at‑risk accounts early. Collaborate with Support, Technical Sales, and Solutions teams to develop get‑well plans and resolve escalations swiftly.
• Renewal Readiness & Growth Support: Engage day‑to‑day champions, operational owners, and economic buyers to validate success criteria, reinforce business value, and ensure all stakeholders are trained and confident.
• Performance Reviews & Business Value Conversations: Lead quarterly business reviews (QBRs) and regular check‑ins, using customer dashboards (visitor scans, alerts, detections, engagement metrics) to illustrate ROI and impact.
• Portfolio Ownership & Scalability: Own a dynamic portfolio of customers, driving adoption of the brighthush Portal and other enablement resources. Identify opportunities to scale best practices across the broader enablement program.

12‑Month Roadmap & Success Metrics

First 30–90 Days

• Achieve full competency in brighthush products, workflows, and enablement methodology through structured learning paths, peer shadowing, and in‑person technical instruction.
• Master the CX operating model—onboarding, enablement, training, adoption, renewal readiness, and customer health.
• Build cross‑functional relationships with Sales, Program Management, Support, Technical Sales & Solutions, Channel Operations, and Marketing.
• Begin engaging customers, supporting onboarding activities, and preparing training materials.

3–6 Months

• Contribute to day‑to‑day onboarding, training, and value‑realization activities across the install base.
• Deliver virtual and onsite training sessions covering system operation, best practices, and brighthush Academy learning paths.
• Develop baseline success plans focused on adoption, learning milestones, and operational excellence.

6–12 Months

• Fully own your customer portfolio, including onboarding new customers, building proactive success plans, and driving adoption of learning resources.
• Monitor customer health, usage signals, and feedback to identify risks early and mitigate them through cross‑functional collaboration.
• Lead regular performance reviews and business value conversations using customer dashboards.
• Manage a smooth renewal readiness process, ensuring strong adoption, value realization, and risk reduction.

1+ Year

• Be recognized as a strategic customer advocate with deep account relationships across the portfolio.
• Maintain an internal network of cross‑functional partners to accelerate customer outcomes.
• Consistently deliver measurable impact—improved system usage, reduced friction, higher training completion, and strong renewal rates.
• Operate independently while driving scalable improvements to the broader customer enablement program.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
• 5+ years of experience in customer success, enablement, or account management within a SaaS or security technology environment.
• Proven track record of managing complex onboarding projects and driving adoption across multiple stakeholders.
• Strong analytical skills with the ability to interpret usage data, health metrics, and business KPIs.
• Excellent communication and presentation skills—able to translate technical concepts into actionable insights for non‑technical audiences.
• Self‑motivated, highly organized, and comfortable working in a fast‑paced, distributed team.

Preferred Qualifications

• Experience with security or access control solutions and familiarity with industry standards (e.g., ISO 27001, NIST).
• Background in training delivery—virtual instructor‑led training (VILT), on‑site workshops, or e‑learning design.
• Knowledge of CRM and customer success platforms (e.g., Salesforce, Gainsight, Totango).
• Experience managing renewal readiness and upsell opportunities.
• Fluency in data visualization tools (e.g., Tableau, Power BI) to create compelling dashboards.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strategic thinking—able to see the big picture while managing day‑to‑day details.
• Collaboration—effective cross‑functional partnership with Sales, Support, Engineering, and Marketing.
• Problem‑solving—quickly diagnose issues, propose solutions, and drive resolution.
• Adaptability—thrives in a dynamic environment with evolving priorities.
• Project management—expertise in planning, executing, and tracking initiatives.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Enablement Manager, you will:

• Progress to senior enablement or account management roles, with opportunities to lead regional teams.
• Participate in leadership development programs, mentorship, and cross‑functional projects.
• Access continuous learning resources—internal workshops, industry conferences, and a generous tuition reimbursement program.
• Contribute to product roadmap discussions, ensuring customer voice shapes future innovations.

Work Environment & Culture

Our Customer Experience team is distributed across the United States, with a strong focus on remote collaboration. We value:

• Flexibility—work from anywhere in the Northeast, with occasional travel (25–30%) for customer visits and trade shows.
• Transparency—open communication channels, regular all‑hands meetings, and a culture of psychological safety.
• Diversity & Inclusion—commitment to a workforce that reflects the communities we serve.
• Innovation—empowering teams to experiment, iterate, and bring bold ideas to life.

Compensation & Benefits

We offer a competitive total‑compensation package that includes:

• Base salary range: $79,000 – $129,000, commensurate with experience and location.
• Target bonus potential and equity awards to align your success with brighthush’s growth.
• Comprehensive health benefits—medical, dental, vision, and a Health Savings Account (HSA).
• 401(k) plan with a 2% company match.
• Unlimited vacation policy and flexible paid time off (PTO).
• Quarterly stipend of $300 for perks that matter most to you.
• Subscription to wellness platforms (e.g., Calm) and tuition reimbursement.
• Paid parental leave and support for caregivers.

How to Apply

If you are ready to join a mission‑driven company that values innovation, collaboration, and customer impact, we encourage you to apply today. Bring your expertise, curiosity, and commitment to excellence, and help us shape the future of safety technology.