Senior Customer Experience Manager – Enterprise Retention & Success Lead at brighthush

Introduction

Welcome to brighthush, a pioneering cybersecurity firm that empowers organizations worldwide to stay ahead of evolving threat actors. Since 2012, we have united the collective ingenuity of our customers with a trusted alliance of elite hackers, leveraging our patented data and AI‑powered Security Knowledge Platform™. Our CrowdMatch™ technology matches the right talent to your unique security challenges, enabling rapid, scalable, and adaptive defense against zero‑day exploits and other sophisticated threats.

Based in San Francisco and New Hampshire, brighthush is supported by brighthush, brighthush, and brighthush. We are committed to building a diverse, inclusive, and collaborative culture where every team member feels valued and empowered to make an impact.

About the Role

The Customer Experience Manager – Enterprise Retention & Success Lead is a strategic, customer‑centric role that drives the long‑term success of our global enterprise portfolio. As the primary advocate for our clients, you will partner with Solutions Architects, Shared Success, and Program Management to deliver a world‑class experience that maximizes platform adoption, drives measurable value, and secures renewal and expansion opportunities.

This position is ideal for a seasoned professional who thrives in a fast‑paced, cross‑functional environment and is passionate about operational excellence, customer advocacy, and continuous improvement.

Key Responsibilities

• Portfolio Ownership: Own a portfolio of strategic enterprise customers, cultivating trusted relationships with technical, security, program, procurement, and executive stakeholders.
• Customer Advocacy: Serve as the single point of contact throughout the customer lifecycle, ensuring that every interaction reflects brighthush's commitment to excellence.
• Strategic Insight: Develop a deep understanding of each customer’s business objectives, cybersecurity strategy, organizational structure, and priorities.
• Relationship Building: Build multi‑threaded relationships across customer organizations to strengthen partnerships and reduce renewal risk.
• Success Planning: Design and execute customer success plans aligned with enterprise objectives and cybersecurity priorities.
• Adoption & Utilization: Drive adoption of brighthush products and services, ensuring customers realize measurable value and ROI.
• Business Reviews: Conduct regular business reviews and executive‑level conversations focused on outcomes, program performance, and strategic priorities.
• Account Health: Maintain comprehensive oversight of account health, user adoption metrics, and emerging risks to the partnership.
• Cross‑Functional Collaboration: Partner with Sales, Solutions Architecture, Shared Success, and Program Management to align on renewal, upsell, and expansion opportunities.
• Process Improvement: Identify and implement best practices for customer success, retention, and operational efficiency.

Essential Qualifications

• 3+ years of experience in Customer Success, Account Management, or a related customer‑facing role within cybersecurity or SaaS.
• Proven track record managing complex enterprise accounts with multiple stakeholders.
• Strong understanding of cybersecurity and the unique challenges faced by large‑scale enterprise organizations.
• Demonstrated ability to manage renewals, retention, and account growth.
• Exceptional executive presence and communication skills, capable of building relationships across technical and non‑technical audiences.
• Proficiency in data‑driven decision making, using metrics to inform strategy and drive outcomes.
• Experience with customer success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).

Preferred Qualifications

• Experience working directly with highly regulated industries, large corporate sectors, or complex organizational systems.
• Proficiency in navigating complex procurement, contracting, and organizational processes.
• Demonstrated ability to manage a large portfolio of accounts using strong project management and organizational skills.
• Background in security operations, threat intelligence, or vulnerability management.
• Experience leading cross‑functional initiatives and driving change within a high‑growth environment.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Stakeholder Management: Skilled at building trust and influence across diverse groups.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Analytical Acumen: Comfortable working with data to uncover insights and drive decisions.
• Problem Solving: Creative and proactive in addressing challenges and finding solutions.
• Collaboration: Works seamlessly with Sales, Solutions Architecture, Shared Success, and Program Management.
• Customer‑Obsessed: Passionate about delivering exceptional value and experiences.
• Adaptability: Thrives in a fast‑moving, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Experience Manager, you will:

• Progress into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy, customer journey design, and industry thought leadership.
• Participate in continuous learning programs, including cybersecurity certifications, leadership development, and mentorship.
• Engage with a global community of experts, researchers, and industry partners through conferences, webinars, and internal knowledge sharing.

Work Environment & Culture

We operate in a fully remote, 100% work‑from‑home environment, giving you the flexibility to work from anywhere while staying connected through collaborative tools and regular virtual team events.

Our culture is built on:

• Diversity & Inclusion: We celebrate diverse perspectives and actively foster an inclusive workplace.
• Family‑Like Community: Employees often describe brighthush as a family, with strong bonds and mutual support.
• Passion & Innovation: We encourage curiosity, experimentation, and continuous improvement.
• Work‑Life Balance: Flexible schedules, generous time off, and a focus on well‑being.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to customer retention, renewal, and expansion metrics.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working hours.
• Professional development stipend and access to industry conferences.
• Well‑being resources, including mental health support and wellness programs.

How to Apply

Ready to join a mission‑driven team that is redefining cybersecurity? Submit your application through our careers portal or contact our HR team directly. We look forward to learning how your expertise can help our clients thrive in an ever‑changing threat landscape.

Apply now and become a key driver of customer success at brighthush!