Senior Customer Success Manager – Enterprise Growth Strategist & Client Experience Champion for B2B Security Technology Solutions

About brighthush

brighthush is a trailblazer in the security technology arena, delivering cutting‑edge screening solutions that safeguard people, assets, and critical infrastructure across North America. Our portfolio blends high‑performance hardware, integrated software platforms, and data‑driven analytics to empower businesses to anticipate and neutralize evolving threats. With a relentless focus on innovation, engineering excellence, and customer obsession, brighthush is redefining what it means to secure the future.

Why brighthush is the Place to Accelerate Your Career

At brighthush, you’ll experience a unique blend of rigorous engineering culture and the agility of a fast‑moving tech ecosystem. We believe that the best ideas come from collaboration, continuous learning, and a shared commitment to excellence. Whether you’re a seasoned professional or an ambitious mid‑career talent, brighthush offers:

• Mentorship from industry leaders who have shaped the security sector.
• Access to cutting‑edge tools and technologies that keep you ahead of the curve.
• Opportunities to influence product direction and drive measurable impact.
• A culture that celebrates curiosity, resilience, and a passion for solving complex problems.
• Global exposure: work with clients in government, finance, healthcare, and critical infrastructure worldwide.
• Impactful projects that directly contribute to public safety and corporate resilience.

Key Responsibilities

As a Customer Success Manager at brighthush, you will be the linchpin between our clients and our product teams, ensuring that every engagement delivers maximum value and drives sustainable growth. Your role will encompass strategic oversight, hands‑on execution, and continuous improvement.

• Account Stewardship: Own a portfolio of enterprise clients, building deep relationships and acting as their trusted advisor.
• Strategic Consulting: Lead product demos, workshops, and ROI analyses that align our solutions with each client’s unique objectives.
• Proposal Development: Craft compelling sales proposals, RFP responses, and business cases that articulate the tangible benefits of brighthush solutions.
• Cross‑Functional Collaboration: Partner with Sales, Engineering, Support, and Product teams to translate customer feedback into actionable enhancements.
• Performance Metrics: Track and report on key success metrics such as NPS, renewal rates, upsell opportunities, and customer health scores.
• Travel & On‑Site Engagement: Travel 50‑85% of the time to client sites, industry events, and partner conferences to build relationships and gather insights.
• Continuous Improvement: Identify process gaps, propose solutions, and champion best practices across the customer success function.
• Thought Leadership: Represent brighthush at industry forums, webinars, and white‑paper collaborations to position the brand as a security thought leader.
• Data‑Driven Decision Making: Leverage analytics to forecast churn, identify upsell triggers, and recommend proactive engagement strategies.

Essential Qualifications

We’re looking for candidates who bring a blend of technical acumen, strategic thinking, and a passion for customer success.

• Bachelor’s degree in Engineering, Information Technology, or a related science discipline.
• 2‑5 years of technical B2B sales experience, or 9 years of experience in lieu of a degree.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Hands‑on experience with CRM platforms (Salesforce, HubSpot, or similar).
• Valid driver’s license and passport to support extensive travel.
• Strong communication, negotiation, and presentation skills.
• Ability to thrive in a remote, high‑velocity environment.
• Experience managing enterprise‑level accounts in a SaaS or hardware context.

Preferred Qualifications

These qualifications will set you apart and accelerate your success at brighthush.

• Certification as a brighthush Technician within the first year of employment.
• Experience in the manufacturing or security technology industry.
• Background in data analysis, with proficiency in Excel, Power BI, or Tableau.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.
• Prior experience in a customer success or account management role within a SaaS or hardware company.
• Knowledge of compliance frameworks such as ISO 27001, NIST, or SOC 2.

Core Skills & Competencies

Success in this role requires a blend of soft and hard skills that enable you to deliver exceptional value to our clients.

• Customer‑Centric Mindset: Deep empathy for client challenges and a relentless drive to deliver solutions.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Analytical Acumen: Translate data into actionable insights that influence business decisions.
• Project Management: Lead initiatives across multiple stakeholders with clear timelines and deliverables.
• Adaptability: Navigate shifting priorities and thrive in a fast‑changing environment.
• Team Collaboration: Work seamlessly with cross‑functional teams to achieve shared goals.
• Communication Excellence: Articulate complex technical concepts to non‑technical audiences.
• Resilience & Persistence: Maintain high performance under pressure and in challenging scenarios.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Customer Success Manager, you’ll have access to a wealth of development resources and career pathways.

• Structured mentorship programs with senior leaders.
• Annual tuition reimbursement for relevant certifications or advanced degrees.
• Internal training workshops on product knowledge, sales techniques, and leadership skills.
• Opportunities to transition into senior roles such as Director of Customer Success, VP of Sales, or Product Management.
• Participation in industry conferences, hackathons, and innovation labs.
• Cross‑departmental shadowing to broaden skill sets and internal network.
• Performance‑based career acceleration plans with clear milestones.

Work Environment & Culture

brighthush’s culture is built on transparency, collaboration, and a shared commitment to excellence. Key highlights include:

• Fully remote work model with flexible hours to support work‑life balance.
• Regular virtual town halls and team‑building events.
• Inclusive environment that celebrates diverse perspectives.
• Recognition programs that celebrate both individual and team achievements.
• Access to cutting‑edge technology and tools to streamline your workflow.
• Community outreach initiatives that give back to local and global safety programs.
• Annual company retreats that foster camaraderie and strategic alignment.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent.

• Base Salary: Market‑competitive, commensurate with experience.
• Performance Bonus: Quarterly and annual bonuses tied to individual and company performance.
• 401(k) Matching: Up to 4% company match.
• Paid Time Off: Generous PTO, sick leave, and paid holidays.
• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Professional Development: Annual stipend for certifications, conferences, and courses.
• Retirement Plan: 401(k) with company contributions.
• Employee Assistance Program: Confidential counseling and support services.
• Wellness Incentives: Gym membership discounts, wellness apps, and mental health resources.
• Technology Allowance: Home office stipend to ensure optimal productivity.

How to Apply

Ready to take the next step in your career and help shape the future of security technology? Click the link below to submit your application and join the brighthush team.