Senior Customer Success Manager – Enterprise & Regulated SaaS Solutions – Drive Adoption, Retention, and Expansion at brighthush

About brighthush

brighthush is a trailblazing cybersecurity SaaS company redefining secure mobility for modern enterprises. Our virtual workspace platform empowers users to access critical business applications from any mobile device while keeping data off the endpoint and safeguarding personal privacy. With a robust portfolio of customers spanning commercial, federal, defense, financial services, and healthcare sectors, we are on a mission to make secure, zero‑trust mobility the new standard for organizations worldwide.

Why Join brighthush?

At brighthush, we blend cutting‑edge technology with a culture that values curiosity, collaboration, and continuous growth. Our team is driven by a shared purpose: to help security and IT leaders protect their organizations while enabling seamless, mobile-first productivity. If you thrive in a fast‑paced, high‑growth environment and want to make a tangible impact on customer success, brighthush offers the perfect platform for your next career move.

Role Overview

We are seeking a Customer Success Manager who is passionate about building lasting relationships, driving adoption, and ensuring our customers achieve measurable business outcomes. In this role, you will own the post‑sale experience for a portfolio of commercial and regulated‑industry customers, partnering closely with Sales, Sales Engineering, Product, and Support to transform a single deployment into a long‑term, expanding partnership.

Key Responsibilities

• Own the entire onboarding journey, creating tailored success plans with clear milestones for each customer.
• Drive adoption by monitoring usage patterns, health scores, and engagement metrics, and proactively addressing gaps.
• Manage gross and net retention for your assigned book of business—your primary success metric.
• Identify and nurture expansion opportunities, generating qualified expansion pipeline that fuels revenue growth.
• Build multi‑threaded relationships from administrators to CISOs and CIOs, and lead Quarterly Business Reviews (QBRs) that demonstrate ROI.
• Serve as the voice of the customer to Product and Engineering, and collaborate with Support on escalations to ensure swift resolution.
• Maintain accurate account plans, renewal forecasts, and CS KPIs in Salesforce and our chosen Customer Success platform.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a similar post‑sale role within B2B SaaS.
• Proven track record of owning a book of business and exceeding retention, renewal, and expansion targets.
• Deep understanding of the full customer lifecycle for enterprise or mid‑market accounts.
• Confidence presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs.
• Data‑driven mindset with expertise in using health scores and KPIs to manage a portfolio.
• Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero, or Totango).

Preferred (Nice to Have) Skills

• Experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers.
• Working knowledge of cybersecurity, mobile security, VDI, or zero‑trust concepts.
• Experience building CS playbooks and processes at a growth‑stage company.
• Proactive, organized, and accountable with excellent written and verbal communication.
• Strong analytical skills and a passion for turning data insights into actionable strategies.

Who You Are

• A trusted advisor who earns credibility with both technical teams and executives, building relationships that outlast any single champion.
• A proactive thinker who spots risk and opportunity in the data before the customer raises it.
• An owner who treats retention and customer outcomes as personal standards, not just metrics.
• A clear, confident communicator who can run a sharp QBR and navigate a difficult renewal conversation with equal ease.
• Organized and accountable, managing a full portfolio of competing priorities without letting anything slip.
• Energized by building, eager to shape CS playbooks and processes as the team scales.

Career Growth & Development

At brighthush, we believe in investing in our people. As a Customer Success Manager, you will have access to:

• Mentorship from senior leaders in Customer Success, Sales, and Product.
• Regular training sessions on industry trends, product updates, and advanced CS methodologies.
• Opportunities to lead cross‑functional initiatives, such as product roadmap feedback loops and customer advocacy programs.
• A clear path to senior leadership roles, including Senior Customer Success Manager, Director of Customer Success, or VP of Customer Experience.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and high‑energy culture. We value:

• Transparency: Open communication across all levels.
• Innovation: Encouraging experimentation and continuous improvement.
• Diversity & Inclusion: A workplace where every voice is heard and respected.
• Work‑Life Balance: Flexible remote work options and generous time‑off policies.

Compensation & Benefits

Competitive base salary ranging from $160,000 to $180,000, commensurate with experience, plus an annual performance bonus tied to company and individual metrics.

Benefits include:

• Comprehensive medical, dental, and vision coverage.
• Parental leave and family‑friendly policies.
• Life and disability insurance.
• 401(k) plan with employer matching contributions.
• Professional development stipend and access to industry conferences.
• Wellness programs, including mental health resources and gym memberships.

How to Apply

If you are ready to lead customer success initiatives that drive real business impact, we want to hear from you. Submit your application through our careers portal or send your resume and cover letter to [email protected]. Join brighthush and help shape the future of secure, mobile-first enterprise solutions.