Senior Customer Success Manager – Enterprise SaaS & Cybersecurity Solutions – Championing Client Growth, Retention, and Strategic Partnerships at brighthush

About brighthush

brighthush is a trailblazing cloud networking and security pioneer that redefines how enterprises connect, protect, and scale in the digital age. By seamlessly converging networking, security, and cloud services into a single, globally distributed platform, we empower businesses to focus on innovation while we handle the complexity of modern infrastructure. Our mission is to deliver a friction‑less, secure, and high‑performance network experience that scales effortlessly with our customers’ growth.

As a rapidly expanding player in the SaaS and cybersecurity arena, brighthush is committed to building a culture of collaboration, continuous learning, and customer obsession. We celebrate diversity, encourage bold ideas, and reward results that drive real impact for our clients and our community.

Why Join brighthush?

• Work with a forward‑thinking team that is reshaping the future of enterprise networking.
• Play a pivotal role in ensuring our customers achieve maximum value from our platform.
• Enjoy a flexible, hybrid work environment that supports both remote and in‑office collaboration.
• Benefit from a competitive compensation package, comprehensive benefits, and a culture that values work‑life balance.
• Grow your career through mentorship, training, and the opportunity to lead high‑impact initiatives.

Introduction to the Role

As a Senior Customer Success Manager at brighthush, you will be the trusted advisor for our most strategic accounts. Your day‑to‑day focus will be on driving adoption, ensuring customer satisfaction, and fostering long‑term relationships that translate into revenue growth. You will partner with sales, product, engineering, and support teams to create a seamless experience that keeps our customers thriving and loyal.

Key Responsibilities

Below is a detailed breakdown of what you’ll be doing on a daily, weekly, and monthly basis:

• Account Health & Growth: Own the end‑to‑end customer journey, from onboarding through expansion, ensuring that each client achieves their desired outcomes.
• Stakeholder Engagement: Build and maintain strong relationships with executive sponsors, technical leads, and operational teams across multiple business units.
• Post‑Sales Enablement: Lead the post‑sales motion, coordinating with implementation, support, and product teams to deliver a seamless experience.
• Commercial Negotiations: Partner with the sales and finance teams to negotiate contract renewals, upsells, and cross‑sell opportunities, ensuring win‑win outcomes.
• Technical Escalation Management: Serve as the primary point of contact for complex technical issues, coordinating with engineering and product to resolve incidents swiftly.
• Data‑Driven Insights: Analyze usage metrics, health scores, and customer feedback to identify trends, risks, and opportunities for improvement.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer forums, sharing best practices and product knowledge.
• Team Collaboration: Mentor junior success managers, share knowledge across the team, and contribute to the continuous improvement of our processes.

Essential Qualifications

• Minimum 5 years of customer success experience in high‑growth SaaS, technology, or cybersecurity environments.
• Proven track record of managing enterprise accounts, driving adoption, and achieving renewal and expansion targets.
• Strong commercial acumen with experience in contract negotiations, upsell, and cross‑sell initiatives.
• Deep technical understanding of networking and security concepts, including BGP, EIGRP, SD‑WAN, firewalls, secure web gateways, CASB, DLP, SSO, SAML, LDAP, IPS, load balancing, and MPLS.
• Excellent communication skills in English, both written and verbal, with the ability to translate technical concepts for non‑technical stakeholders.
• Experience working in a fast‑paced, high‑growth environment with a bias for action and a customer‑centric mindset.
• Willingness to travel up to 25% of the time, primarily within the Bay Area, CA.
• Bachelor’s degree in Business, Computer Science, or a related field (or equivalent experience).

Preferred Qualifications

• Experience in the cybersecurity industry or with cloud‑native security solutions.
• Knowledge of network protocols such as TCP, UDP, IP, ICMP, and WAN technologies.
• Hands‑on experience with identity and access management tools (SSO, SAML, LDAP).
• Prior experience in a senior customer success or account management role within a SaaS company.
• Certifications such as CCNA, CCNP, or security‑focused credentials (CISSP, CISM).
• Fluency in additional languages is a plus.

Skills & Competencies

• Customer‑Obsessed Leadership: Ability to anticipate client needs and proactively deliver solutions.
• Strategic Thinking: Translate customer goals into actionable plans that align with business objectives.
• Analytical Mindset: Leverage data to drive decisions and measure success.
• Collaboration & Influence: Work cross‑functionally with sales, product, engineering, and support to achieve shared goals.
• Problem‑Solving: Resolve complex technical and business challenges with creative solutions.
• Adaptability: Thrive in a dynamic environment with evolving priorities.
• Communication Excellence: Articulate ideas clearly to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

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

• Structured mentorship programs with senior leaders.
• Access to industry‑leading training, certifications, and conferences.
• Clear career pathways from Customer Success Manager to Director of Customer Success, VP of Customer Experience, or Product Management roles.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.

Work Environment & Culture

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

• Innovation: Encourage experimentation and reward bold ideas.
• Transparency: Open communication across all levels.
• Work‑Life Balance: Flexible schedules, remote options, and generous time‑off policies.
• Community: Regular team‑building events, hackathons, and volunteer opportunities.
• Recognition: Celebrate wins, both big and small, through peer recognition programs.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $160,000 – $200,000 per year, commensurate with experience.
• Performance Bonus: Annual bonus tied to individual and company performance metrics.
• Equity: Opportunity to participate in our equity program.
• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous PTO, sick leave, and paid holidays.
• Parental Leave: Generous parental leave policy for new parents.
• Professional Development: Reimbursement for certifications, courses, and conferences.
• Wellness Programs: Gym membership discounts, mental health resources, and wellness stipends.
• Remote Work Flexibility: Option to work from home or from one of our offices in Denver, Los Angeles, or San Francisco.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑moving environment, and want to make a tangible impact on the future of enterprise networking, we want to hear from you. Submit your application through our careers portal and join the brighthush team where your expertise will shape the next generation of secure, cloud‑native networking solutions.

Apply now and help us empower businesses worldwide to connect, secure, and innovate with confidence.