Senior Customer Success Manager – Championing Strategic Partnerships, Driving SaaS Adoption, and Ensuring Compliance Excellence for Higher Education, Healthcare, and Public Sector Clients at brighthush

About brighthush

brighthush is a trailblazer in the cloud‑native SaaS arena, dedicated to empowering higher education institutions, healthcare organizations, and public sector agencies with the tools they need to navigate complex regulatory landscapes, fortify security postures, and unlock actionable insights. In a world where data is the lifeblood of decision‑making, our platform transforms raw information into strategic advantage, turning reactive security measures into proactive, data‑driven resilience.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that the best outcomes arise from a culture of curiosity, collaboration, and continuous improvement. Our remote‑first organization values flexibility, creativity, and accountability. Teams are empowered to shape product direction, influence strategy, and drive tangible impact for our clients. If you thrive on solving complex problems, building lasting relationships, and making a measurable difference in the security posture of organizations that matter, you’ll find a home here.

Role Overview

The Senior Customer Success Manager is the strategic partner who owns the entire client lifecycle—from the first onboarding call to the final renewal. You will translate business objectives into actionable success plans, monitor health metrics, and proactively drive adoption of our SaaS platform. Your influence will shape the long‑term success of our clients and the growth trajectory of brighthush.

Key Responsibilities

• Client Lifecycle Ownership: Lead end‑to‑end success activities—onboarding, success planning, ongoing engagement, and renewal support—ensuring a seamless experience for every client.
• Success Planning & Documentation: Create and maintain detailed client success plans with clear outcomes, milestones, and adoption goals that align with each client’s strategic priorities.
• Health Monitoring: Track engagement data, sentiment, compliance status, and platform utilization to assess client health and identify early warning signs.
• Risk & Opportunity Management: Identify risks, barriers, and opportunities; design and execute mitigation and expansion strategies that keep clients on a path to success.
• Executive Engagement: Facilitate executive‑level business reviews, presenting progress, insights, and value delivered, and building trust with C‑suite stakeholders.
• Cross‑Functional Coordination: Partner with Sales, Product, Engineering, and Consulting teams to ensure timely, high‑quality delivery of solutions and services.
• Platform Adoption: Drive adoption through outreach, training coordination, and usage reviews, turning feature usage into measurable business outcomes.
• Revenue Growth: Spot upsell and expansion opportunities; collaborate with Sales to convert insights into new business and secure renewals.

Essential Qualifications

• Bachelor’s degree in Business, Project Management, Information Security, or a related field (or equivalent experience).
• 3–5 years of client success, account management, or project management experience in a SaaS, consulting, or professional services environment.
• Proven track record of managing client relationships and delivering measurable outcomes.
• Strong cross‑functional collaboration skills—experience coordinating work across multiple teams.
• Payment Card Industry Professional (PCIP) certification required within the first 12 months.
• Excellent communication, influence, and strategic thinking abilities.

Preferred Qualifications

• Experience in compliance‑driven, security, or regulated environments.
• Background working with higher education or similarly complex client organizations.
• Additional coursework or certification in customer success, project management, or information security.

Core Competencies & Skills

• Client Relationship Management
• Strategic Thinking & Vision
• Cross‑Functional Collaboration
• Data‑Driven Decision Making
• Influence & Communication
• Adaptability & Resilience
• Remote Work Proficiency

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and unlocking potential. As a Senior Customer Success Manager, you’ll have a clear path to:

• Progress to a Director of Customer Success role, overseeing a team of CSMs and shaping the overall customer experience strategy.
• Lead strategic initiatives that influence product roadmap, feature prioritization, and client engagement models.
• Participate in leadership development programs, mentorship opportunities, and cross‑departmental projects.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge sharing sessions.
• Earn performance‑based incentives and recognition for driving client success and revenue growth.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual team huddles and cross‑departmental syncs that keep everyone aligned.
• Open‑door communication channels with leadership, ensuring your voice is heard.
• A vibrant community of professionals passionate about security and compliance.
• Regular virtual social events, wellness initiatives, and team‑building activities.
• Access to cutting‑edge collaboration tools that facilitate seamless teamwork across time zones.

Compensation & Benefits

Competitive salary range: $75,000 – $80,000 annually, commensurate with experience.

Benefits include:

• Medical, Dental, Vision, HSA, and FSA plans.
• Generous paid time off and flexible vacation policy.
• 401(k) with company match and student loan repayment assistance.
• Life and AD&D insurance.
• Employee Assistance Program and robust wellness initiatives.
• Employee Stock Purchase Program.
• Tuition reimbursement for professional development.
• Performance‑based incentive pay.
• Short‑ and long‑term disability coverage.

Equal Opportunity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified individuals with disabilities who require reasonable accommodations may request assistance by contacting our Recruiting team.

Ready to Make an Impact?

If you are a proactive, client‑focused professional who thrives on delivering measurable results and building lasting relationships, we want to hear from you. Join brighthush and help our clients achieve compliance excellence while advancing your own career in a supportive, forward‑thinking environment.

Apply Today and become a key driver of success at brighthush!