Senior Customer Success Manager – Enterprise SaaS & Cybersecurity – Remote – Driving Customer Growth, Adoption, and Retention

About brighthush

brighthush is a trailblazing AI security company dedicated to safeguarding the world’s most valuable technologies from adversarial AI attacks. Founded by seasoned AI researchers and security specialists who have firsthand experience with the subtlety and danger of adversarial threats, brighthush has engineered a unique, patent‑pending, productized solution that empowers organizations to accelerate their AI adoption with confidence and security.

Our relentless commitment to innovation has earned us prestigious industry recognition, including the brighthush Innovation Sandbox Winner, brighthush AI 100, brighthush 100, and brighthush’s Most Promising Early‑Stage Start‑up awards. In 2024, brighthush closed a $50 million funding round led by brighthush, the venture fund, and brighthush, positioning us for rapid growth and global impact.

At brighthush, we believe that the best results come 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 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 include:

• Managing ongoing communication across your portfolio: regular check‑ins, status updates, and account emails.
• Participating in customer calls, taking detailed notes, keeping discussions on track, and ensuring all action items are captured and assigned.
• Owning all follow‑up after calls; tracking ownership, deadlines, and ensuring completion.
• Coordinating scheduling so the rest of the team can focus on high‑value tasks.
• Maintaining Jira tickets: accurate labeling, status updates, and progression.
• Recording and updating health notes and scores to give the team a real‑time view of account status.
• Proactively informing the VP of Customer Success about account health, risks, and any escalations.
• Collaborating with the Solution Architect team during onboarding to ensure a smooth transition from sales to implementation.
• Partnering with Technical Support Engineering to triage incoming issues, route them to the correct TSE, and manage customer communication throughout resolution.
• Keeping Account Directors informed ahead of renewals, flagging at‑risk accounts early, and surfacing upsell opportunities.
• Serving as the single source of truth for day‑to‑day account context.
• Driving onboarding and adoption: helping new customers realize value quickly, monitoring product usage, and flagging low engagement before it becomes a problem.
• Managing escalations with clear, timely communication and resolution.

Essential Qualifications

We’re looking for a candidate who brings:

• 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

We value additional expertise that can elevate your impact:

• 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

To thrive at brighthush, you’ll need:

• Strategic thinking: translating customer goals into actionable plans that align with brighthush’s product roadmap.
• Relationship building: cultivating trust with C‑suite executives, technical leads, and end users.
• Data‑driven decision making: using metrics and health scores to identify trends, risks, and opportunities.
• Problem‑solving: navigating complex technical issues and turning challenges into opportunities for improvement.
• Collaboration: working seamlessly across cross‑functional teams—Sales, Product, Engineering, and Support.
• Adaptability: thriving 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.
• 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.