Senior Customer Success Manager – Enterprise SaaS & AI‑Driven Video Security Platform Leadership (Remote – Eastern Time)

Why brighthush?

At brighthush we are on a mission to turn video into decisive action. Our cutting‑edge AI video security platform empowers organizations to boost safety, tighten security, and respond instantly when it matters most. Founded in 2021 and backed by top Silicon Valley investors, brighthush is scaling rapidly. We value bold thinking, rapid execution, and ownership of outcomes that are visible across our customers’ enterprises. If you thrive in a fast‑moving, high‑impact environment where you can shape both product and process, you’ll feel right at home.

Role Overview – Senior Customer Success Manager

The Senior Customer Success Manager (CSM) will be the architect and champion of brighthush’s U.S. enterprise Customer Success function. This is a hands‑on, builder‑type role that will design, implement, and continuously refine the processes, operating rhythms, and customer programs that enable a scalable post‑sale motion. You will directly manage a portfolio of strategic enterprise accounts while collaborating closely with Solutions Engineering, Technical Support, Operations, and Sales to ensure customers achieve measurable business outcomes.

Success in this role means two things:

• Establishing a world‑class Customer Success foundation for brighthush’s U.S. enterprise business.
• Delivering exceptional outcomes for a set of high‑value strategic accounts, from onboarding through renewal.

We are looking for a candidate who is equally comfortable drafting the playbook and rolling up their sleeves to execute it alongside customers.

Key Responsibilities

Onboarding & Activation

• Lead post‑sale introductions, kickoff meetings, and executive briefings for new enterprise customers.
• Design and maintain a comprehensive onboarding tracker that captures equipment shipping, internet connectivity validation, Solutions Engineering (SE) assignment, and configuration completion.
• Partner with SE to verify that technical configurations meet each customer’s unique security and operational requirements.
• Validate deployment milestones, ensuring a rapid “time‑to‑first‑value” that demonstrates immediate ROI.
• Secure formal onboarding sign‑off from all stakeholder groups before transitioning to the adoption phase.

Adoption & Customer Health

• Continuously monitor defined health metrics such as platform usage, login activity, alert configuration, and use‑case adoption.
• Analyze support ticket trends, feature requests, and product feedback to surface adoption gaps.
• Proactively identify risk signals, escalating them to the appropriate internal teams and crafting mitigation plans.
• Collaborate with SE, Support, and Account Executives (AEs) to close adoption gaps and drive deeper product utilization.
• Maintain an up‑to‑date dashboard that provides real‑time visibility into the status of each owned account.

Account Management & Expansion Readiness

• Conduct Quarterly Business Reviews (QBRs) that highlight achieved outcomes, upcoming initiatives, and roadmap alignment.
• Develop structured engagement plans that reduce churn risk and increase customer satisfaction.
• Identify expansion signals—including new site deployments, additional use‑cases, and increased system utilization—and translate them into actionable growth opportunities.
• Partner with AEs to craft renewal and expansion strategies that align with the customer’s evolving business objectives.

Cross‑Functional Partnership

• Solutions Engineering: Ensure technical implementation and advanced configuration meet enterprise standards.
• Support: Track issue resolution trends and collaborate on proactive problem‑solving.
• Account Executives: Align on commercial expansion, contract ownership, and renewal timelines.
• Act as the internal advocate for customer success, ensuring alignment across all functional teams.

Additional Duties

As a senior leader, you will also contribute to the evolution of brighthush’s overall Customer Success strategy, mentor junior CSMs, and participate in product feedback loops that shape the roadmap.

Essential Qualifications (Must‑Have)

• 7+ years of experience in technical Customer Success, Account Management, or comparable post‑sale roles within SaaS or enterprise technology environments.
• Proven track record as a founding Customer Success hire in an early‑stage startup, demonstrating the ability to build function from the ground up.
• Deep experience supporting technical buyers such as IT, security, engineering, and operations leaders.
• Demonstrated success managing high‑touch enterprise accounts with complex technical requirements.
• Exceptional cross‑functional coordination skills, with a history of influencing engineering, support, and sales teams.
• Ability to interpret product usage data, translate insights into actionable plans, and communicate those plans to executive stakeholders.
• Executive‑level communication experience, including the delivery of compelling QBRs and strategic business reviews.
• Structured, process‑driven mindset with meticulous attention to detail.

Preferred Qualifications (Nice‑to‑Have)

• Familiarity with APIs, integrations, or technical implementation workflows.
• Experience designing or refining Customer Success playbooks, onboarding frameworks, or health‑score models.
• Background in security, AI, infrastructure, or data platforms.
• Hands‑on experience with camera systems, IoT devices, networking, or cloud platforms.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while executing tactical details.
• Data‑Driven Decision Making: Proficiency with analytics tools to monitor health metrics and drive adoption.
• Relationship Building: Strong interpersonal skills to earn trust at the C‑suite and technical levels.
• Problem Solving: Quick identification of obstacles and formulation of effective mitigation strategies.
• Communication: Clear, concise, and persuasive written and verbal communication.
• Adaptability: Comfort thriving in a fast‑changing startup environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As the inaugural senior CSM for the U.S. enterprise segment, you will:

• Shape the foundational Customer Success methodology that will be replicated across future regions.
• Gain direct exposure to the C‑suite, investors, and product leadership, positioning you for future senior leadership roles.
• Participate in continuous learning programs, including certifications in SaaS success, AI security, and advanced data analytics.
• Collaborate with product and engineering teams, influencing roadmap decisions based on real‑world customer insights.
• Mentor and eventually lead a growing team of Customer Success professionals as the organization scales.

Work Environment & Culture at brighthush

We believe that great products are built by great people working in an environment that balances autonomy with collaboration. Our culture is defined by:

• Ownership: Every team member is empowered to make decisions that impact the business.
• Principled Thinking: We value thoughtful, data‑backed reasoning over seniority.
• Small, High‑Performance Teams: You’ll work closely with a tight‑knit group of talented individuals, avoiding the bureaucracy of large organizations.
• Transparency: Open communication channels with leadership, including regular all‑hands and product demos.
• Flexibility: Remote‑first mindset with optional hybrid hubs in New York or New Jersey for those who prefer in‑person collaboration.

Compensation, Perks & Benefits

Base Salary: $115,000 – $130,000

Variable Compensation: $20,000 target bonus (OTE $135,000 – $150,000)

In addition to a competitive cash package, brighthush offers a comprehensive benefits suite designed to support your health, wealth, and well‑being:

• Equity Participation: Ownership stake in a fast‑growing startup.
• Health & Wellness: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with a 4% employer match.
• Paid Time Off: 15 days PTO, paid holidays, and sick leave.
• Parental Leave: Paid leave for new parents.
• Remote‑First Flexibility: Choose to work from anywhere in the Eastern Time Zone, with a $500 home‑office stipend and top‑tier equipment provided.
• Professional Development: Budget for conferences, certifications, and continuous learning.
• Diversity & Inclusion: brighthush is an equal‑opportunity employer; we consider applicants without regard to protected characteristics.

Our Hiring Philosophy

We invest heavily in building best‑in‑class products because a differentiated solution sells itself. Our small, high‑performing teams thrive on ownership, principled thinking, and clear communication. We compensate accordingly and reward those who drive tangible outcomes.

Interview Process – What to Expect

We respect your time and aim for a streamlined, transparent process:

1. 45‑minute conversation with our Talent Team.
2. 50‑minute interview with the VP of Operations.
3. 30‑minute interview with a Revenue Leader.
4. 30‑minute interview with a Solutions Engineering Leader.
5. 30‑minute interview with the HR Leader.
6. 30‑minute interview with the CEO.

Each step is designed to assess both your technical expertise and cultural fit, ensuring a mutual win.

Application Instructions & Important Notices

Ready to shape the future of AI‑driven video security? Click the link below to submit your application. All official hiring communications will originate from an @brighthush.ai email address. We never request payment or banking information during the hiring process.

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Join brighthush and Turn Video Into Action

If you are a strategic, data‑driven leader who loves building processes from the ground up and delivering measurable value to enterprise customers, we want to hear from you. Bring your expertise, your passion for security and AI, and your desire to make a lasting impact. Apply today and become a cornerstone of brighthush’s growth story.