Senior Customer Experience Manager – Enterprise SaaS & Strategic Account Leadership, Lifecycle Excellence, Customer Advocacy & Growth Champion – Driving Retention, Expansion, and Brand Loyalty at brighthush

Welcome to brighthush – Where Security Meets Seamless Experience

At brighthush, we’re not just building a SaaS platform; we’re crafting a movement that redefines how enterprises protect their digital assets in an era of relentless cyber threats. By delivering zero‑trust network access solutions that are both powerful and friction‑free, we empower Fortune 500s, mid‑market innovators, and public sector agencies to focus on what matters most: their core business. Our culture is built on curiosity, data‑driven decisions, and an unwavering commitment to customer success. As we scale, we’re looking for a visionary Senior Customer Experience Manager who will become the voice of the customer across the entire lifecycle and help us deliver world‑class experiences that drive adoption, expansion, and advocacy.

About brighthush

brighthush is a fast‑moving cybersecurity pioneer that blends cutting‑edge technology with a human‑centric approach. Our mission is simple: make security effortless so that every team member can focus on innovation, not on managing risk. With a global footprint and a diverse portfolio of clients, we’ve built a reputation for reliability, transparency, and relentless customer focus. Whether you’re a seasoned security professional or a business leader looking to protect your digital future, brighthush is the partner that turns complex challenges into seamless solutions.

Why This Role Matters

In the SaaS landscape, customer churn can erode growth faster than any other metric. The average churn rate for SaaS companies hovers between 7% and 10%, yet the difference between a thriving business and a stagnant one often boils down to how effectively you manage the customer journey. As the Senior Customer Experience Manager at brighthush, you will be the linchpin that connects sales, product, support, and engineering to ensure every touchpoint delivers value, delight, and measurable outcomes. Your work will directly influence revenue growth, customer lifetime value, and brand reputation—making this role pivotal to brighthush’s long‑term success.

What You’ll Do

Your day‑to‑day responsibilities will span strategic oversight, tactical execution, and cross‑functional collaboration. You’ll own the entire customer lifecycle, from the first conversation to renewal and expansion, ensuring that every interaction is purposeful and data‑driven.

• Customer Journey Ownership: Map, monitor, and continuously improve every stage of the customer journey. Identify friction points, design interventions, and measure impact.
• Strategic Account Leadership: Serve as the trusted advisor for a portfolio of high‑value, strategic accounts. Build multi‑threaded relationships with C‑suite executives, technical leads, and end‑users.
• Project Management & Onboarding Excellence: Lead cross‑functional project teams to deliver seamless onboarding experiences for our largest accounts, coordinating with engineering, product, and support.
• Customer Engagement & Retention: Conduct regular health checks, usage reviews, and business outcomes assessments. Proactively surface risks and recommend best practices.
• Expansion & Growth Enablement: Partner with sales to uncover upsell and cross‑sell opportunities, developing account plans that articulate ROI and roadmap alignment.
• Insight & Reporting: Maintain accurate customer health scores, churn risk models, and satisfaction metrics. Deliver executive‑level dashboards and insights that inform product strategy.
• Process Optimization: Continuously refine onboarding, success, and renewal processes. Identify automation opportunities and implement best practices that scale.
• Tools & Documentation: Build and maintain scripts, playbooks, and knowledge bases. Leverage brighthush, brighthush, or similar CX platforms to track interactions and capture feedback.
• Cross‑Functional Collaboration: Act as the bridge between sales, product, engineering, and support. Facilitate regular syncs, share customer insights, and advocate for product enhancements.

Essential Qualifications

• Experience: 5–8 years in customer success, account management, or customer experience roles within SaaS or cybersecurity environments.
• Technical Acumen: Comfortable navigating complex technical stacks, understanding API integrations, and translating technical jargon into business value.
• Project Management: Proven track record of managing multi‑phase technical projects with cross‑functional teams.
• Communication: Exceptional verbal and written communication skills. Ability to craft compelling narratives for both technical and non‑technical audiences.
• Analytical Mindset: Strong data literacy—experience with brighthush, brighthush, or similar tools to build dashboards, analyze trends, and derive actionable insights.
• Customer‑Centric Leadership: Demonstrated ability to build trust, influence stakeholders, and champion customer outcomes at all levels.
• Education: Bachelor’s degree in Business, Marketing, Computer Science, or a related field. MBA or advanced certifications (e.g., CSCS, PMP) are a plus.

Preferred Qualifications

• Experience working with enterprise‑grade security solutions or zero‑trust architectures.
• Familiarity with customer success frameworks such as NPS, CSAT, and churn models.
• Hands‑on experience with customer success platforms like brighthush, brighthush, or brighthush.
• Background in data‑driven product management or product marketing.
• Fluency in multiple languages is a bonus for our global customer base.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Problem‑Solving: Proactive, solutions‑oriented mindset with a knack for turning challenges into opportunities.
• Collaboration: Comfortable working across silos, building consensus, and driving collective success.
• Adaptability: Thrive in a fast‑paced, high‑growth environment where priorities shift quickly.
• Empathy: Deep understanding of customer pain points and the ability to translate them into actionable improvements.
• Leadership: Inspire and mentor junior team members, fostering a culture of continuous learning.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in people is the key to sustainable growth. As a Senior Customer Experience Manager, you will have access to a wealth of resources and mentorship that will accelerate your career trajectory.

• Mentorship from senior leaders in product, engineering, and sales.
• Annual learning budget for certifications, conferences, and workshops.
• Clear career ladder: Customer Success Lead → Director of Customer Experience → VP of Customer Success.
• Cross‑functional projects that expose you to product strategy, go‑to‑market planning, and data science initiatives.
• Opportunity to shape the CX roadmap and influence product development cycles.

Work Environment & Culture at brighthush

brighthush is built on a foundation of transparency, collaboration, and an unwavering focus on customer value. Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere with a fully supported home office setup.
• Inclusive Community: Diverse teams, inclusive hiring practices, and a commitment to belonging.
• Innovation Labs: Quarterly hackathons and innovation sprints where ideas can be prototyped and tested.
• Regular “Ask Me Anything” sessions with the CEO and product leads.
• Wellness programs, mental health days, and a generous PTO policy.

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 CX roles.
• Performance‑based bonus structure tied to customer health metrics and expansion revenue.
• Equity or stock‑option plan to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching program.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.

How to Apply

Ready to shape the future of customer experience at brighthush? Submit your resume and a brief cover letter that highlights a specific customer success initiative you led and the measurable impact it delivered. We’re excited to learn how you can bring your expertise, passion, and innovative mindset to our team.

Join brighthush Today

If you’re a customer‑centric leader who thrives on solving complex problems, building lasting relationships, and driving measurable growth, this is the role for you. At brighthush, you’ll have the autonomy to own the customer journey, the resources to innovate, and the support of a collaborative team that celebrates success together. Take the next step in your career—apply now and help us deliver security that feels effortless for every customer.