Senior Customer Success Manager – Enterprise Cybersecurity & Industrial IoT Solutions – Driving Adoption, Retention, and Strategic Growth at brighthush
Introduction
Welcome to brighthush, a trailblazer in the cybersecurity landscape that protects the world’s most critical infrastructure. Our mission is simple yet profound: to safeguard the cyber‑physical systems (CPS) that power everything from power grids and water treatment plants to transportation networks and manufacturing facilities. By blending cutting‑edge AI, real‑time threat intelligence, and a deep understanding of industrial operations, we deliver a platform that gives our customers unparalleled visibility, control, and resilience.
As a fast‑growing, award‑winning organization, brighthush is redefining what it means to secure the future. We’re looking for a seasoned Customer Success Manager who can help us translate our technology into tangible business outcomes for our enterprise clients. If you thrive in a dynamic, high‑impact environment and are passionate about building lasting relationships with senior stakeholders, we want you on our team.
About the Role
As the primary point of contact for our most strategic accounts, you will be the linchpin that connects customers, product, engineering, sales, and support. Your mission is to ensure that every client not only adopts our platform but also realizes measurable value, drives operational efficiency, and achieves long‑term success. You will act as the “quarterback” of the customer experience, orchestrating cross‑functional initiatives, resolving complex escalations, and translating customer insights into product enhancements.
Key Impact Areas
- Build and nurture executive‑level relationships, positioning yourself as a trusted advisor who aligns security strategy with business objectives.
- Lead end‑to‑end onboarding, adoption, and expansion programs that accelerate time‑to‑value and deliver quantifiable ROI.
- Monitor usage analytics, health scores, and risk indicators to proactively mitigate churn and uncover upsell opportunities.
- Serve as the central conduit for customer feedback, feeding actionable insights into product roadmaps and sales enablement.
- Own complex escalation workflows, ensuring swift resolution, clear ownership, and transparent communication across all stakeholders.
- Champion continuous improvement initiatives that enhance the customer journey, streamline processes, and elevate satisfaction scores.
- Leverage AI‑powered tools (e.g., Staircase AI, Gemini) to automate routine tasks, generate executive summaries, and free up time for strategic account growth.
Responsibilities
- Executive Advocacy: Serve as the trusted advisor to C‑suite executives, translating technical capabilities into business value and aligning security initiatives with corporate strategy.
- Onboarding & Adoption: Design and execute comprehensive onboarding plans that guide customers through configuration, integration, and best‑practice adoption.
- Health & Risk Management: Continuously analyze usage data, health metrics, and threat intelligence to identify risks, recommend mitigations, and celebrate successes.
- Cross‑Functional Leadership: Coordinate with engineering, product, sales, and support to deliver seamless, high‑quality experiences.
- Escalation Management: Lead the resolution of high‑impact incidents, ensuring accountability, timely communication, and post‑mortem analysis.
- Strategic Growth: Identify expansion opportunities, develop account plans, and collaborate with sales to drive upsell and renewal revenue.
- Process Optimization: Continuously refine customer success workflows, documentation, and tooling to increase efficiency and scalability.
- AI & Automation: Deploy AI platforms to monitor health, generate insights, and automate routine tasks, enabling a focus on high‑value activities.
Essential Qualifications
- 4+ years of experience as a Customer Success Manager or Technical Account Manager in a high‑growth B2B SaaS environment.
- Proven track record managing large, complex enterprise accounts with multi‑million dollar ARR.
- Deep product fluency and the ability to become a power‑user of complex, technical solutions quickly.
- Exceptional discovery, problem‑framing, and solution‑selling skills—capable of asking the right questions and uncovering core business challenges.
- Strong influence and communication skills, with the ability to build trust across all levels of an organization.
- Solid understanding of networking fundamentals (TCP/IP, routing, switching, DNS, DHCP) and segmentation principles.
- Experience in Operational Technology (OT) environments and industrial networks is highly desirable.
- Knowledge of cybersecurity principles, secure network architecture, and threat detection frameworks.
- Familiarity with endpoint security, SOAR, SIEM, and related security operations tools.
- Experience leveraging AI platforms (e.g., Staircase AI, Gemini) for customer health monitoring and workflow automation.
Preferred Qualifications
- Background in engineering, IT, or cybersecurity with a strong technical foundation.
- Experience working with regulated industries such as utilities, manufacturing, or transportation.
- Demonstrated ability to translate complex technical concepts into clear, business‑oriented narratives.
- Proficiency in data analysis tools (SQL, Tableau, Power BI) to derive actionable insights from usage metrics.
- Fluency in multiple languages is a plus for global account management.
Skills & Competencies
- Strategic Thinking & Visionary Leadership
- Customer‑Centric Mindset & Empathy
- Analytical & Data‑Driven Decision Making
- Project & Program Management
- Conflict Resolution & Negotiation
- Technical Fluency & Rapid Learning
- Cross‑Functional Collaboration
- Change Management & Process Improvement
- AI & Automation Literacy
Career Growth & Learning Opportunities
At brighthush, we believe that your professional development is as important as the value you deliver to our customers. As a Senior Customer Success Manager, you will:
- Progress to a Director or VP of Customer Success role, overseeing a global team and shaping the customer experience strategy.
- Participate in leadership development programs, mentorship, and executive coaching.
- Engage in cross‑departmental projects that influence product direction, go‑to‑market strategy, and industry standards.
- Attend industry conferences, security summits, and AI workshops to stay ahead of emerging trends.
- Earn certifications in cybersecurity, project management, or AI technologies to enhance your skill set.
Work Environment & Company Culture
brighthush is built on a foundation of People First, Customer Obsession, Strive for Excellence, and Integrity. Our culture is defined by:
- Collaboration: Open communication channels, cross‑functional teams, and a shared commitment to customer success.
- Innovation: A sandbox mentality that encourages experimentation, rapid prototyping, and continuous learning.
- Diversity & Inclusion: A workforce that reflects the global communities we serve, with inclusive hiring practices and employee resource groups.
- Work‑Life Balance: Flexible remote work options, generous PTO, and wellness programs that support mental and physical health.
- Recognition & Rewards: Regular performance bonuses, spot awards, and a culture of celebrating wins at all levels.
Compensation & Benefits
We offer a competitive total rewards package that includes:
- Base salary range: $130,000 – $145,000 per year (commensurate with experience).
- Performance‑based bonus structure aligned with customer success metrics.
- Equity options to share in brighthush’s growth and success.
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Unlimited paid time off (PTO) and flexible work arrangements.
- Professional development stipend and tuition reimbursement.
- Wellness initiatives, including gym memberships, mental health resources, and wellness stipends.
- Annual company retreats and team‑building events.
Why Join brighthush?
By joining brighthush, you become part of a mission‑driven team that is reshaping the security landscape for critical infrastructure worldwide. You’ll work with cutting‑edge technology, collaborate with industry experts, and have the opportunity to influence the future of cybersecurity. Your contributions will directly impact the safety and resilience of essential services that millions rely on every day.
Ready to Make an Impact?
If you are a proactive, customer‑focused leader with a passion for technology and a desire to drive measurable business outcomes, we encourage you to apply. Bring your expertise, curiosity, and commitment to excellence to brighthush, and help us protect the world’s most vital systems.
How to Apply
Submit your resume and a cover letter outlining your experience with enterprise customer success, technical product adoption, and strategic account growth. We look forward to learning how you can help us elevate the customer experience at brighthush.
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Job Details
- Category: Customer Success
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 130,000 – 145,000 / year
- Languages: English
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