Senior Customer Success Manager – Enterprise Retention & Expansion Champion for Cybersecurity Solutions at brighthush

About brighthush

brighthush is not just a cybersecurity vendor; we are a mission‑driven partner that empowers organizations worldwide to anticipate, detect, and neutralize threats before they can cause damage. With a portfolio that spans Managed Detection and Response (MDR), Endpoint Detection and Response (EDR), Security Information and Event Management (SIEM), Network Detection and Response (NDR), and cloud security solutions, we deliver a holistic defense strategy that protects critical assets, preserves customer trust, and fuels business resilience.

Our mission is simple yet ambitious: to make cyber resilience accessible to every enterprise, regardless of size or industry. We achieve this by combining cutting‑edge technology, data‑driven insights, and a team of passionate experts who thrive on solving complex security challenges. At brighthush, curiosity, collaboration, and continuous learning are not buzzwords—they are the values that shape our culture, our products, and our people.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a dynamic ecosystem where your voice matters, your ideas shape the future, and your growth is a priority. We offer:

• Competitive salary and performance‑based bonuses
• Comprehensive health, dental, and vision plans
• Generous paid time off, including vacation, sick leave, and personal days
• Extensive parental leave and family‑support programs
• Flexible remote work options with a focus on work‑life balance
• Ongoing professional development, certifications, and conference sponsorships
• Inclusive, collaborative, and high‑energy work environment

Impact & Success Metrics

As a Senior Customer Success Manager, your performance will be measured by tangible business outcomes that directly influence our clients’ security posture and our company’s growth. You will be accountable for:

• Customer Retention Rate: Achieve a minimum of 95% renewal rate across your portfolio.
• Expansion Revenue: Drive upsell and cross‑sell opportunities that contribute at least 20% of your total account value.
• Net Promoter Score (NPS): Maintain an NPS of 70 or higher by delivering exceptional customer experiences.
• Time‑to‑Value: Reduce the average time from onboarding to first measurable security benefit by 30%.
• Customer Health Score: Develop and maintain a dynamic health score model that predicts churn risk and informs proactive engagement.

Key Responsibilities

Your day‑to‑day activities will include:

• Account Stewardship: Own a portfolio of enterprise accounts, building deep relationships with C‑suite executives, IT leaders, and security teams.
• Retention & Expansion: Drive customer retention through proactive engagement, renewal management, and upsell opportunities that align with client goals.
• Business Reviews & Health Checks: Lead quarterly business reviews (QBRs), presenting performance metrics, threat insights, and strategic recommendations.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Support to resolve issues, prioritize feature requests, and deliver a seamless customer experience.
• Onboarding & Enablement: Guide new customers through a structured onboarding journey, ensuring they understand and adopt our MDR, EDR, SIEM, NDR, and cloud security offerings.
• Data‑Driven Advocacy: Leverage analytics to identify trends, forecast risks, and recommend proactive actions that protect client assets.
• Thought Leadership: Represent brighthush at industry events, webinars, and white‑paper collaborations, positioning our solutions as the gold standard in cyber resilience.
• Process Improvement: Continuously refine customer success workflows, documentation, and tools to increase efficiency and scalability.
• Mentorship & Coaching: Mentor junior Customer Success Associates, sharing best practices and fostering a culture of continuous improvement.
• Innovation Champion: Identify emerging threats and market trends, translating them into product enhancements and customer education initiatives.

Essential Qualifications

• Minimum of 2 years of proven experience in customer success, account management, or a related field.
• At least 2 years of hands‑on experience within the cybersecurity industry, with a deep understanding of MDR, EDR, SIEM, NDR, and cloud security concepts.
• Demonstrated ability to manage multi‑stakeholder relationships, balancing the needs of executives, technical teams, and operational staff.
• Strong analytical skills, with the ability to interpret security metrics and translate them into actionable insights.
• Excellent written and verbal communication skills in English, capable of crafting compelling presentations and detailed reports.
• Authorized to work in the United States.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).

Preferred Qualifications

• Experience managing enterprise‑scale accounts in a SaaS or security‑as‑a‑service environment.
• Knowledge of compliance frameworks such as ISO 27001, NIST, SOC 2, and GDPR.
• Hands‑on experience with security orchestration, automation, and response (SOAR) platforms.
• Certifications such as CISSP, CISM, or CompTIA Security+.
• Background in data analytics or familiarity with SQL, Python, or R for data manipulation.
• Previous experience in a high‑growth startup or scale‑up setting.

Core Skills & Competencies

Success at brighthush requires a blend of technical acumen, strategic thinking, and interpersonal finesse. The ideal candidate will excel in:

• Customer Advocacy: Championing the customer’s voice across the organization.
• Strategic Account Planning: Crafting long‑term roadmaps that align security investments with business objectives.
• Problem Solving: Quickly diagnosing issues, proposing solutions, and driving resolution.
• Influence & Negotiation: Persuading stakeholders to adopt best practices and invest in advanced capabilities.
• Collaboration: Working seamlessly with cross‑functional teams to deliver integrated solutions.
• Adaptability: Thriving in a fast‑paced, evolving security landscape.
• Data Literacy: Interpreting dashboards, logs, and threat intelligence to inform decisions.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in people is the key to sustained success. As a Senior Customer Success Manager, you will:

• Progress to senior or director roles within the Customer Success organization, overseeing larger portfolios and leading strategic initiatives.
• Transition into product management, security consulting, or sales leadership based on your interests and performance.
• Earn industry certifications and attend conferences, workshops, and training sessions funded by brighthush.
• Participate in mentorship programs, both as a mentee and a mentor, fostering a culture of knowledge sharing.
• Contribute to internal thought leadership, such as authoring white papers, case studies, and blog posts that showcase your expertise.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and teamwork. Our remote‑first culture means you can work from anywhere in California, Oregon, or Washington, while still feeling connected to a vibrant community of professionals who are passionate about cybersecurity. We celebrate diversity, encourage open dialogue, and reward innovation. Whether you’re brainstorming new customer engagement strategies or troubleshooting a complex security incident, you’ll find a supportive environment that values your contributions.

Compensation & Benefits

We offer a competitive base salary ranging from USD 93,900 to USD 136,200 per year, commensurate with experience and performance. In addition, you’ll receive:

• Performance‑based bonuses tied to customer satisfaction, renewal rates, and expansion revenue.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Unlimited paid time off policy, encouraging you to recharge and maintain a healthy work‑life balance.
• Generous parental leave and family‑support benefits.
• Flexible work hours and remote work options.
• Access to cutting‑edge security tools, training resources, and industry events.

How to Apply

Ready to take the next step in your career and help organizations worldwide achieve cyber resilience? Submit your application through the link below and join the brighthush team where your expertise will shape the future of cybersecurity.

Apply to this role now

Closing Statement

At brighthush, we’re not just building products; we’re building a safer world. If you’re a customer‑centric professional with a passion for cybersecurity, a knack for building lasting relationships, and a drive to deliver measurable impact, we want to hear from you. Join us, and let’s protect the digital frontier together.