Senior Customer Success Manager – Enterprise SaaS & Cybersecurity – Remote – Championing Customer Growth, Adoption, and Retention at brighthush

About brighthush

brighthush is not just another AI security company – we are the vanguard of a new era where artificial intelligence is both a catalyst for innovation and a target for sophisticated adversarial attacks. Founded by world‑class AI researchers and seasoned security practitioners, brighthush has distilled years of research into a patent‑pending, productized solution that empowers enterprises to accelerate AI adoption with confidence, resilience, and measurable risk mitigation.

Our breakthrough technology has earned us a constellation of accolades: the brighthush Innovation Sandbox Winner, inclusion in the brighthush AI 100 and brighthush 100 lists, and the prestigious brighthush’s Most Promising Early‑Stage Start‑up Award. In 2024, we closed a $50 million funding round led by brighthush, the venture fund, and brighthush, positioning us for rapid global expansion and a lasting impact on the AI ecosystem.

At brighthush, we believe that the best outcomes arise from a culture of curiosity, collaboration, and continuous learning. We are a fully remote, global team that values flexibility, diversity, and the well‑being of every individual. If you are passionate about AI, security, and delivering exceptional customer experiences, we invite you to join our mission to make AI safer for everyone.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted partner for a portfolio of high‑value enterprise accounts. Your primary mission is to ensure that every customer feels supported, informed, and positioned for success. You will act as the bridge between our customers, the Solution Architecture team, Technical Support, and Account Directors, orchestrating a seamless journey from onboarding to renewal.

Key Responsibilities

• Strategic Account Leadership: Own the full lifecycle of each enterprise account, from initial engagement through expansion and renewal.
• Proactive Communication: Deliver regular check‑ins, status updates, and account health reports to stakeholders at all levels.
• Meeting Facilitation: Participate in customer calls, capture detailed notes, keep discussions on track, and ensure all action items are documented and assigned.
• Follow‑Up Ownership: Track ownership, deadlines, and completion of all post‑call tasks, ensuring nothing slips through the cracks.
• Scheduling Coordination: Manage calendars and scheduling to allow the rest of the team to focus on high‑value tasks.
• Ticket Management: Maintain Jira tickets with accurate labeling, status updates, and progression tracking.
• Health Monitoring: Record and update health notes and scores to give the team a real‑time view of account status.
• Escalation Management: Own escalations with clear, timely communication and resolution, keeping the VP of Customer Success informed of risks.
• Onboarding & Adoption: Partner with Solution Architects during onboarding to ensure a smooth transition from sales to implementation; monitor product usage and flag low engagement early.
• Renewal & Upsell Advocacy: Keep Account Directors informed ahead of renewals, flag at‑risk accounts early, and surface upsell opportunities.
• Single Source of Truth: Serve as the definitive repository for day‑to‑day account context, ensuring all teams have accurate, up‑to‑date information.
• Cross‑Functional Collaboration: Work seamlessly with Sales, Product, Engineering, and Support to align on customer goals and product roadmap.

Essential Qualifications

• 5+ years of experience in Customer Success or Technical Account Management within a B2B SaaS or cybersecurity environment.
• Proven track record managing enterprise accounts that involve both technical and executive stakeholders.
• Exceptional organizational skills, with a history of keeping follow‑ups and action items from slipping through the cracks.
• Strong written and verbal communication skills: clear, concise customer emails, productive calls, and clean internal handoffs.
• A proactive mindset: you anticipate needs and act before customers need to ask.
• Experience with tools such as Jira or Salesforce is a plus.
• Background in cybersecurity or AI/ML is a plus, but not required.

Preferred Qualifications

• Experience working in a high‑growth startup environment, navigating rapid change and ambiguity.
• Deep understanding of AI ethics, adversarial machine learning, or related security domains.
• Prior involvement in product adoption initiatives or customer advocacy programs.
• Fluency in multiple languages, enabling support for a global customer base.
• Certifications in customer success, project management, or cybersecurity.

Key Skills & Competencies

• Strategic Thinking: Translate customer goals into actionable plans that align with brighthush’s product roadmap.
• Relationship Building: Cultivate trust with C‑suite executives, technical leads, and end users.
• Data‑Driven Decision Making: Use metrics and health scores to identify trends, risks, and opportunities.
• Problem‑Solving: Navigate complex technical issues and turn challenges into opportunities for improvement.
• Collaboration: Work seamlessly across cross‑functional teams—Sales, Product, Engineering, and Support.
• Adaptability: Thrive in a fast‑paced, fully remote environment while maintaining high standards of service.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Clear Career Pathways: From Customer Success Manager to Senior Manager, Director, and VP of Customer Success.
• Mentorship Programs: Pairing you with senior leaders and industry experts to accelerate your growth.
• Learning & Development Budget: Use it for courses, certifications, conferences, and industry events.
• Cross‑Functional Projects: Opportunities to work on product strategy, go‑to‑market initiatives, and customer advocacy programs.
• Regular Feedback Loops: Quarterly performance reviews and 360‑degree feedback to help you grow.

Work Environment & Company Culture

brighthush is a fully remote, global team that values:

• Flexibility: Unlimited, flexible time off for all salaried employees, plus 15 paid company holidays.
• Collaboration: Intentional in‑person gatherings a few times a year to strengthen team bonds.
• Diversity, Equity, and Inclusion: A commitment to building a team that reflects a wide range of backgrounds, experiences, and perspectives.
• Well‑being: Comprehensive health & wellness benefits, including five fully subsidized healthcare options, vision, dental, and 401(k) plans.
• Equity: Competitive salary, performance‑based bonuses, and equity packages that align your success with the company’s growth.
• Innovation: A culture that encourages experimentation, learning from failure, and celebrating successes.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers:

• Competitive base salary aligned with industry standards for senior customer success roles.
• Performance‑based bonuses tied to customer health, renewal rates, and adoption metrics.
• Equity options that allow you to share in the company’s long‑term value.
• Fully remote setup stipend: generous allowance for home office equipment, monthly internet/phone stipend, and annual upgrades.
• Unlimited paid time off and a generous holiday schedule.
• Health, vision, dental, and 401(k) benefits fully subsidized by brighthush.
• Dedicated learning & development fund for courses, certifications, and conferences.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redefining AI security. You’ll work with cutting‑edge technology, collaborate with industry leaders, and have a direct impact on the success of our enterprise customers. Our remote, inclusive culture empowers you to work from anywhere while staying connected through intentional gatherings and robust digital collaboration tools.

We’re not just building a product; we’re building a community of innovators who are passionate about making AI safer and more reliable. If you’re ready to take ownership of customer success, drive adoption, and help shape the future of AI security, we want to hear from you.

Apply Today

Ready to make a difference? Click the link below to submit your application and join the brighthush team.