Senior Customer Success Manager – Driving Enterprise SaaS Adoption, Renewal, and Expansion for a Leading IAM Innovator at brighthush

About brighthush

brighthush is a trailblazer in the identity and access management (IAM) arena, redefining how enterprises secure digital experiences while keeping them friction‑free and intuitive. Our cloud‑native platform empowers users to shop, work, bank, and interact from any device, anywhere, without compromising security. At brighthush, we don’t just deliver technology; we nurture a culture of digital freedom that inspires every team member to innovate, collaborate, and champion every identity.

Headquartered in Denver, Colorado, brighthush serves more than half of the Fortune 100 and partners with the most demanding enterprises worldwide. Our mission is simple: change the way people and businesses think about cybersecurity, digital experiences, and identity & access management. We achieve this by building products that are secure, seamless, and scalable, and by fostering a workplace where individuality is celebrated and every voice is heard.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑growing, mission‑driven organization that balances the agility of a startup with the stability of a global leader. We empower our people to:

• Own their work and drive tangible customer outcomes.
• Collaborate across functions to solve complex, multi‑stakeholder challenges.
• Grow their careers through mentorship, certifications, and stretch assignments.
• Participate in community initiatives, employee resource groups, and global volunteering.

We offer competitive compensation, comprehensive benefits, generous paid time off, parental leave, progressive healthcare, retirement plans, education reimbursement, and commuter support. Above all, we create an inclusive environment where authenticity is not just accepted—it’s celebrated.

Role Overview

The Senior Customer Success Manager leads a high‑performing team of Customer Success Professionals (CSPs) responsible for driving adoption, value realization, renewal, and expansion across a defined customer portfolio. You will set clear expectations, build scalable processes, and partner cross‑functionally with Sales, Renewals, Support, Product, and Professional Services to deliver predictable customer outcomes and protect recurring revenue (ARR).

As a key member of the Customer Success organization, you will be accountable for the performance, development, and engagement of your team, ensuring they execute consistently against customer journeys, playbooks, and KPIs.

Key Responsibilities

1. Customer Outcomes & Revenue

• Own renewal, churn, and expansion outcomes for your book of business, collaborating closely with Sales and Renewals.
• Ensure each Customer Success Manager (CSM) builds and maintains strategic success plans for priority accounts, with clear business outcomes, owners, and timelines.
• Oversee the delivery of annual department KPI targets for the regions under your management.
• Proactively identify at‑risk customers, guide CSMs in crafting and executing save plans, and drive cross‑functional mitigation actions.
• Leverage data—segmentation, health scores, product usage, NPS/CSAT, support signals—to prioritize focus and interventions across the portfolio.

2. Team Leadership & People Management

• Recruit, onboard, and develop a high‑performing Customer Success team aligned to brighthush values.
• Set clear goals and expectations (KPIs, behaviors), and run a consistent rhythm of 1:1s, coaching, and performance reviews.
• Build strong career development plans for each team member, including skills, certifications, and stretch assignments.
• Model and reinforce a culture that is customer‑obsessed, data‑driven, collaborative, and accountable.
• Address performance issues early with clear feedback, support, and structured improvement plans.

3. Operational Excellence

• Implement and continuously improve standard processes and playbooks for adoption, value realization, and churn mitigation.
• Drive effective use of Customer Success tooling (e.g., Gainsight, Salesforce) for accurate data and workflows.
• Own the team’s forecasting and reporting for renewals, risk, and expansion opportunities.
• Ensure accurate and timely documentation in systems of record (success plans, notes, health updates, risk registers).

4. Cross‑Functional Collaboration

• Act as the primary Customer Success point of contact for Sales, Renewals, Support, Product, and Services in your region or segment.
• Align with Sales on program activities, account strategies, deal reviews, and executive engagement plans.
• Collaborate with Marketing on customer engagement through events, advocacy, references, and customer stories.
• Represent Customer Success in escalations and incident reviews, ensuring clear customer communication and follow‑through.

Essential Qualifications

• Proven experience in Customer Success, Account Management, Consulting, or related customer‑facing roles in B2B SaaS or enterprise software.
• Demonstrated leadership and mentoring of high‑performing teams.
• Experience running a rolling churn forecast and delivering weekly executive updates for an enterprise‑level book of business.
• Strong organizational and prioritization skills, delivering under pressure while maintaining a calm, structured approach.
• Proven ability to own your book of business, interpreting data (health scores, usage, pipeline, churn trends) and converting insights into actionable strategies aligned with corporate objectives.
• Comfortable leading cross‑functional programs with Sales, Support, Product, and Professional Services.
• Track record of driving customer adoption and value realization in complex, multi‑stakeholder accounts.
• Experience engaging executive stakeholders (Director, VP, C‑level) and leading outcome‑driven meetings.
• Excellent communication and storytelling skills (written, verbal, presentation).
• Strong understanding of subscription/ARR business models, renewals, and expansion mechanics.
• Previous roles in Private Equity or VC‑owned businesses are a plus.

Preferred Experience

• Background in Identity & Access Management (IAM), cybersecurity, or adjacent enterprise SaaS domains.
• Hands‑on experience with Customer Success platforms (Gainsight, Totango, ChurnZero) and CRM tools (Salesforce).
• Experience managing distributed or remote teams across regions.

Key Performance Indicators (KPIs)

The Senior Customer Success Manager will be measured on a combination of:

• Renewal Rate for the team portfolio.
• Churn (dollar and percentage) against plan, with clear visibility of at‑risk ARR and mitigation status.
• Expansion contributed or influenced by the team.
• Coverage metrics: success plan coverage, EBR/road‑map/VU/SP review cadence, health score coverage and updates.
• Customer advocacy: NPS/CSAT, references, case studies, and participation in advisory boards or events.
• Team health and performance: retention, engagement, hiring quality, promotion readiness, and performance distribution.

Behaviours & Values

• Customer‑obsessed: champions customer outcomes and long‑term partnerships.
• Data‑driven: uses data to prioritize, decide, and course‑correct.
• Team‑first leader: wins through collaboration, clear communication, and shared success.
• Accountable: sets high standards, owns results, and addresses issues directly and constructively.
• Growth mindset: embraces feedback, change, and continuous improvement for self and team.

Life at brighthush

At brighthush, we believe in a flexible, collaborative work environment that nurtures innovation and personal growth. We’re scaling rapidly, yet we remain true to the can‑do, startup spirit that launched us. Our people are our most valuable asset, and we hire talented, smart, fun, and genuinely nice individuals who thrive in a culture of authenticity and respect.

What Makes brighthush Special

• A culture that empowers you to do your best work.
• Employee Resource Groups that foster belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives.

Benefits Overview

• Generous Paid Time Off & Holiday Schedule.
• Parental Leave.
• Progressive Healthcare Options.
• Retirement Programs.
• Education Reimbursement Opportunities.
• Commuter Offset (specific locations).

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry. As a Senior Customer Success Manager, you’ll:

• Lead high‑impact initiatives that shape the future of our customer success organization.
• Mentor and develop the next generation of leaders, creating a legacy of excellence.
• Participate in cross‑functional projects that broaden your skill set and industry knowledge.
• Access continuous learning resources, including certifications, workshops, and conferences.
• Advance into Director or VP roles within Customer Success, Product, or Enterprise Services.

Compensation & Perks

While specific figures vary by experience and location, brighthush offers a competitive base salary, performance‑based bonuses, and equity opportunities. Our benefits package is designed to support your health, well‑being, and financial security, ensuring you can focus on delivering exceptional customer value.

How to Apply

If you’re ready to lead a passionate team, drive customer success at scale, and shape the future of identity & access management, we want to hear from you. Apply today and join brighthush in our mission to make digital experiences secure, seamless, and empowering for everyone.

Apply now and become a part of brighthush’s journey to redefine digital freedom.