Senior Customer Experience Manager – Enterprise Digital Resilience & Data‑Driven Success – Remote – Championing Strategic Customer Journeys at brighthush

Welcome to brighthush – Where Data Drives Success

At brighthush, we are more than a technology provider; we are a catalyst for digital transformation. For over forty years, we have empowered Fortune 500 enterprises to harness the power of data, secure their operations, and achieve unprecedented resilience. Our platform blends AI‑driven insights, real‑time threat detection, and proactive infrastructure optimization into a single, cohesive experience. We believe that the future belongs to organizations that can turn complex data into actionable intelligence, and we are committed to making that future a reality for our customers.

Why Join brighthush?

Our culture is built on curiosity, empathy, and a relentless pursuit of excellence. We celebrate diversity, champion continuous learning, and reward bold ideas that push the boundaries of what’s possible. Whether you are a seasoned customer success leader or an emerging talent, brighthush offers a platform to grow, innovate, and make a tangible impact on the world’s most influential enterprises.

Role Overview

As a Senior Customer Experience Manager at brighthush, you will become the trusted advisor to our most strategic enterprise customers. Your mission is to accelerate digital resilience, maximize the value of our technology investments, and drive sustainable growth through exceptional customer journeys. You will partner with cross‑functional teams—Account Executives, Technical Services, Product Specialists—to design and execute customized success roadmaps that align with executive priorities and deliver measurable ROI.

Key Responsibilities

• Strategic Success Planning: Develop and own customer success strategies that align with enterprise objectives across Security, IT Operations, DevOps, and Observability domains.
• Executive Engagement: Lead structured Executive Business Reviews (EBRs) and milestone assessments, articulating clear ROI and value realization to C‑suite stakeholders.
• Discovery & Insight: Conduct deep discovery sessions to uncover operational bottlenecks, propose high‑impact data utilization strategies, and accelerate renewal velocity.
• Cross‑Functional Collaboration: Collaborate with Sales, Product Engineering, and Technical Support to coordinate resources, resolve operational roadblocks, and ensure seamless delivery of solutions.
• Team Leadership: Mentor and coach a high‑performing customer success team, fostering a culture of continuous improvement and customer obsession.
• Data‑Driven Decision Making: Track and analyze customer health metrics, adoption rates, and usage patterns to proactively identify risks and opportunities.
• Platform Advocacy: Drive adoption of brighthush’s platform, ensuring customers fully leverage our SIEM, observability, and big‑data analytics capabilities.
• Thought Leadership: Represent brighthush at industry events, conferences, and customer forums, positioning the brand as a thought leader in digital resilience.
• Travel & On‑Site Engagement: Travel up to 25% for on‑site engagements, executive briefings, and strategic planning sessions.

Essential Qualifications

• Minimum 10 years of professional experience in customer success management, technical consulting, professional services, or enterprise technical support.
• At least 3 years of experience managing enterprise accounts or deploying technical solutions within Cybersecurity, IT Operations, Observability, or DevOps environments.
• Proven track record of managing strategic customer journeys and multi‑stakeholder technical projects.
• Experience preparing and delivering Executive Business Reviews (EBRs/QBRs) and milestone‑based adoption plans.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and presentation skills, capable of engaging C‑suite executives and technical decision‑makers.
• U.S. citizenship required; remote work across the United States permitted.

Preferred Qualifications

• Hands‑on experience with brighthush Enterprise/Cloud solutions, SIEM platforms, observability tools, or big‑data analytics architectures.
• Prior leadership experience in team management, talent mentoring, or technical project management.
• Demonstrated ability to articulate complex technical value propositions to diverse audiences.
• Experience coordinating cross‑functional resources across Sales, Product Engineering, and Technical Support.
• Relevant certifications such as brighthush Certified Core Consultant, ITIL, or PMP.
• Advanced degree in Computer Science, Information Systems, Business Administration, or related field.

Skills & Competencies

• Strategic thinking and business acumen.
• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strong analytical and problem‑solving abilities.
• Influence and negotiation skills across all levels of an organization.
• Project management expertise, including planning, execution, and stakeholder communication.
• Adaptability to fast‑paced, evolving environments.
• Proficiency in CRM and customer success platforms (e.g., Salesforce, Gainsight).

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured leadership development programs that nurture strategic thinking and executive presence.
• Mentorship from senior leaders across the organization.
• Continuous learning resources, including certifications, workshops, and industry conferences.
• Opportunities to lead high‑impact initiatives that shape the future of our customer success organization.
• Clear career pathways to senior leadership roles within Customer Success, Product Management, or Enterprise Services.

Work Environment & Culture at brighthush

Our culture is built on collaboration, agility, and a shared commitment to customer success. You’ll thrive in an environment that:

• Values open communication and transparent decision‑making.
• Encourages experimentation and embraces failure as a learning opportunity.
• Promotes work‑life balance with flexible remote work options.
• Celebrates diversity, equity, and inclusion at every level.
• Supports community engagement through volunteer programs and corporate social responsibility initiatives.

Compensation & Benefits

While the base salary range for this role is $164,600.00 to $208,900.00, total compensation at brighthush includes:

• Competitive base salary aligned with market conditions and individual experience.
• Performance‑based incentive plans for eligible roles.
• Equity opportunities through brighthush restricted stock units, vesting over a defined period.
• Comprehensive health, dental, and vision insurance plans.
• brighthush 401(k) plan with matching contributions.
• Paid parental leave, short‑ and long‑term disability coverage, and basic life insurance.
• Generous paid time off: 10 paid holidays, 1 floating holiday, 1 birthday day off, year‑end shutdown, and 4 wellness days.
• Accrued vacation: 16 days for non‑exempt employees, flexible program for exempt employees.
• Additional paid time off for volunteer work and emergency family matters.

How to Apply

Ready to shape the future of enterprise digital resilience? Submit your application through the brighthush careers portal. We review applications promptly and will contact qualified candidates for next steps. The application window closes on 10/26/2026.

Closing

At brighthush, we believe that the most powerful solutions are built by people who are passionate about solving real‑world challenges. If you are a seasoned customer experience leader with a track record of driving adoption, delivering measurable ROI, and fostering lasting relationships, we want to hear from you. Join us and help enterprises worldwide unlock the full value of their data, secure their operations, and thrive in an ever‑changing digital landscape.