Senior Customer Success Manager – Enterprise Engagement & Retention Specialist at brighthush

About brighthush

brighthush is a trailblazing cyber‑readiness platform that empowers organizations and individuals to build, test, and validate offensive and defensive cyber capabilities. Trusted by Fortune 500 companies, government agencies, and managed security service providers, brighthush delivers threat‑informed learning paths through immersive, gamified labs and live‑fire simulations. With a vibrant community of over 4 million members and more than 800 enterprise customers worldwide, brighthush is at the forefront of the next generation of cybersecurity training.

Our mission is simple yet ambitious: to make cyber resilience accessible, engaging, and measurable for every organization, regardless of size or industry. We do this by combining cutting‑edge technology, real‑world scenarios, and a culture of continuous learning. As we expand our international footprint, we remain committed to fostering an inclusive, collaborative, and high‑performance environment where every team member can thrive.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, cross‑functional team that spans product, sales, support, marketing, and more. You’ll work closely with senior stakeholders, enterprise customers, and internal partners to shape the customer experience and drive measurable outcomes. Our culture is built on trust, transparency, and a shared passion for cybersecurity excellence. We celebrate wins, learn from challenges, and continuously iterate to deliver the best possible value to our customers.

Key Responsibilities

• Customer Engagement & Retention: Own the end‑to‑end customer journey for high‑profile enterprise accounts across the US market. Drive adoption, usage, and satisfaction to achieve growth in Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Strategic Relationship Building: Establish and nurture trust with executive and senior stakeholders, including buyers, C‑suite leaders, and technical power users. Serve as the primary advocate for the customer’s success within brighthush.
• Engagement Planning: Design and execute customized engagement plans aligned with each customer’s objectives, ensuring measurable outcomes and clear value delivery.
• Data‑Driven Insights: Leverage analytics tools such as Tableau, HubSpot, and ChurnZero to monitor usage patterns, identify trends, and surface potential risks or opportunities.
• Issue Resolution: Proactively address customer inquiries, coordinate with internal teams (Support, Product, Engineering) to resolve issues, and ensure seamless experiences.
• Regular Check‑Ins & Executive Business Reviews (EBRs): Schedule and conduct recurring meetings, presenting insights, progress, and next steps to stakeholders.
• Health & Success Metrics: Maintain accurate, up‑to‑date records of customer health scores, NPS, and other success metrics in internal tools.
• Feedback Loop: Gather actionable customer feedback and collaborate with Product and Engineering to drive continuous improvement.
• Revenue Growth Opportunities: Identify upsell and cross‑sell opportunities, working closely with Sales to expand the customer footprint.
• Thought Leadership: Communicate the strategic benefits of brighthush’s platform, translating technical value into business outcomes.

Essential Qualifications

• Proven experience in a Customer Success or Account Management role, preferably within a SaaS environment.
• Deep understanding of the SaaS model, customer success principles, and revenue‑retention metrics.
• Experience managing enterprise accounts in the US market, with a track record of driving adoption and growth.
• Strong communication skills, capable of navigating difficult conversations with customers and internal stakeholders.
• Fundamental knowledge of cybersecurity, including penetration testing and cyber‑defense concepts.
• Ability to handle objections, overcome challenges, and influence decision‑makers.
• Comfort with data analysis and proficiency in tools such as Tableau, HubSpot, and ChurnZero.
• Collaborative mindset, adept at working with cross‑functional teams to deliver seamless customer experiences.

Preferred Qualifications

• Prior experience in a high‑growth, fast‑paced tech startup or cybersecurity company.
• Hands‑on experience with cybersecurity labs or platforms similar to brighthush.
• Experience with advanced analytics and reporting tools.
• Demonstrated success in driving NPS improvements and customer advocacy.
• Fluency in English; additional languages are a plus.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Stakeholder Management
• Problem Solving & Critical Thinking
• Adaptability & Resilience
• Excellent Written & Verbal Communication
• Team Collaboration & Influence
• Time Management & Prioritization

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Customer Success Manager, you’ll have the chance to:

• Lead enterprise‑level initiatives and shape the future of our customer success strategy.
• Transition into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Take on cross‑functional projects that impact product development, sales enablement, and marketing.
• Participate in industry conferences, workshops, and certifications to deepen your cybersecurity expertise.
• Mentor junior team members and contribute to a culture of knowledge sharing.

Work Environment & Culture

brighthush values creativity, curiosity, and a growth mindset. Our remote‑first model gives you the flexibility to work from anywhere on the East Coast while staying connected through regular virtual huddles, team‑building events, and global meet‑ups. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Whether you’re a seasoned professional or a recent graduate, you’ll find a supportive community that empowers you to take ownership and make an impact.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base Salary: USD 90,000 – 120,000 Gross Annual
• Performance Bonus: Up to 20% of base salary based on individual and company metrics.
• Health & Wellness: 100% employee coverage for medical, dental, and vision plans.
• Retirement: 401(k) with employer match.
• Insurance: Employer‑paid life, accidental death & dismemberment (AD&D), supplemental life, short‑term and long‑term disability.
• Paid Time Off: 25 annual leave days, paid paternity & maternity leave, and flexible sick days.
• Home Office: Home office allowance and state‑of‑the‑art equipment.
• Professional Development: Dedicated budget for training, certifications, and conference attendance.
• Learning Resources: Full access to the brighthush lab offerings, enabling you to practice and sharpen your cybersecurity skills.

Application Process

Our hiring journey is designed to be transparent, engaging, and rewarding. Here’s what you can expect:

• Level 1 – Apply: Submit your application and share why this role excites you and what you bring to brighthush.
• Level 2 – Talent Screening: A conversation with our Talent Acquisition team to explore your background and aspirations.
• Level 3 – Manager Chat: A relaxed discussion with your future manager to assess mutual fit.
• Level 4 – Practical Task & Panel Presentation: A real‑world scenario where you showcase your approach to product management and customer success. Present your findings to a panel of team members.
• Level 5 – Senior Leadership Interview: A constructive conversation with senior leadership (SVP, Customer Success) to discuss your future at brighthush.
• Level 6 – Offer & Onboarding: Receive an offer and complete the onboarding process to officially join the brighthush family.

Join the brighthush Adventure

Are you ready to take your career to the next level? Do you thrive in a fast‑paced, collaborative environment where your ideas shape the future of cybersecurity? If so, we want to hear from you. Apply today and become a key player in redefining how organizations protect themselves in an increasingly digital world.