Senior Customer Success Manager – Enterprise SaaS Solutions & Technical Account Leadership at brighthush

About brighthush

brighthush is a trailblazing AI video security company that empowers organizations worldwide to unlock the full potential of visual data. By combining cutting‑edge computer vision, machine learning, and intuitive analytics, we help businesses transform raw video streams into actionable insights that enhance security, streamline operations, and drive smarter decision‑making. Operating at the intersection of technology and human ingenuity, brighthush is committed to building safer, more efficient environments for our clients across industries such as retail, transportation, manufacturing, and public safety.

Our mission is simple yet ambitious: to make video intelligence accessible, actionable, and impactful for every enterprise. We do this by delivering a cloud‑native platform that scales effortlessly, integrates seamlessly with existing infrastructure, and delivers real‑time analytics that can be trusted by executives and field teams alike. As a rapidly growing SaaS company, we pride ourselves on a culture of innovation, collaboration, and relentless customer focus.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, mission‑driven team that is redefining how organizations perceive and use video data. We offer:

• Impactful Work: Your contributions will directly influence how thousands of enterprises secure their assets and optimize operations.
• Career Growth: We invest heavily in professional development, mentorship, and internal mobility. Whether you aspire to lead a global customer success organization or pivot into product strategy, brighthush provides the resources and support to make it happen.
• Inclusive Culture: Diversity, equity, and inclusion are core to our DNA. We celebrate different perspectives and foster an environment where every voice is heard.
• Flexibility: Work remotely from anywhere in the United States, with a focus on Arizona for this role. We trust our people to deliver results while maintaining a healthy work‑life balance.
• Competitive Compensation: A base salary range of USD 115,000 – 130,000 per year, complemented by performance bonuses, equity, and a comprehensive benefits package.

Position Overview

As a Senior Customer Success Manager at brighthush, you will be the strategic partner for our largest, most complex enterprise accounts. You will own the end‑to‑end customer journey—from onboarding and adoption to renewal and expansion—ensuring that our clients achieve measurable business outcomes and remain champions of our platform. Your deep technical acumen, executive‑level communication skills, and cross‑functional collaboration will be critical in driving customer satisfaction, retention, and growth.

Key Responsibilities

• Strategic Onboarding & Enablement: Lead the onboarding process for new enterprise customers, collaborating with Sales, Product, and Engineering to deliver a seamless transition from trial to production. Design and execute tailored enablement plans that accelerate time‑to‑value.
• Adoption & Health Monitoring: Continuously assess account health through usage metrics, NPS, CSAT, and business KPIs. Identify adoption gaps and proactively recommend solutions to maximize platform value.
• Executive & Technical Advocacy: Serve as the primary point of contact for C‑suite executives and technical stakeholders. Conduct quarterly business reviews (QBRs), executive briefings, and technical workshops to align on objectives, showcase ROI, and surface opportunities for expansion.
• Cross‑Functional Coordination: Partner with Product, Engineering, Sales, and Marketing to relay customer feedback, influence roadmap priorities, and coordinate joint initiatives such as pilots, integrations, and case studies.
• Renewal & Expansion Management: Own the renewal cycle for all enterprise accounts, negotiating contracts, pricing, and terms. Identify upsell and cross‑sell opportunities, working closely with Sales to close expansion deals.
• Customer Advocacy & Community Building: Champion customer success stories through testimonials, case studies, and community forums. Foster a sense of community among enterprise users to drive peer learning and advocacy.
• Process & Tool Optimization: Continuously refine customer success processes, playbooks, and tooling (e.g., CRM, CSAT surveys, analytics dashboards) to improve efficiency and scalability.
• Risk Management & Escalation: Proactively identify and mitigate risks, escalating issues to the appropriate internal stakeholders and ensuring timely resolution.

Essential Qualifications

• 7+ years of experience in technical Customer Success, Enterprise Account Management, or a closely related SaaS/enterprise technology role.
• Proven track record managing large, complex enterprise accounts (ARR > $5M) and driving adoption, retention, and expansion.
• Deep understanding of SaaS business models, subscription economics, and enterprise sales cycles.
• Exceptional communication skills—able to articulate complex technical concepts to both technical audiences and executive stakeholders.
• Strong analytical mindset with proficiency in data analysis tools (SQL, Excel, Tableau, or similar) to derive insights from usage metrics.
• Experience leading cross‑functional initiatives and coordinating with Product, Engineering, and Sales teams.
• Demonstrated ability to manage multiple high‑priority accounts simultaneously while maintaining a high level of customer satisfaction.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Background in AI, computer vision, or video analytics technologies.
• Experience in the security, retail, transportation, or manufacturing sectors.
• Prior experience in a fast‑growth SaaS startup environment.
• Certified Customer Success Manager (CCSM) or similar credential.
• Experience with customer success platforms such as Gainsight, Totango, or ChurnZero.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with business objectives.
• Relationship Building: Proven skill in building trust and rapport with C‑suite executives and technical leads.
• Problem Solving: Strong analytical and troubleshooting skills to resolve complex customer issues.
• Project Management: Excellent organizational skills to manage multiple initiatives and deadlines.
• Collaboration: Comfortable working across departments and influencing without direct authority.
• Adaptability: Thrives in a fast‑changing environment and can pivot quickly to meet evolving customer needs.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and outcomes.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Success Manager, you will:

• Progress to a Director or VP of Customer Success role, overseeing a global team of CS professionals.
• Take on strategic initiatives such as global customer success strategy, partner enablement, or product advisory boards.
• Participate in leadership development programs, mentorship circles, and cross‑functional projects that broaden your skill set.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends in AI, video analytics, and customer success.
• Contribute to thought leadership pieces, whitepapers, and case studies that showcase brighthush’s impact.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our remote-first culture means:

• Flexible work hours that respect personal commitments while ensuring team alignment.
• Regular virtual town halls, team‑building events, and cross‑departmental hackathons.
• A culture of continuous feedback, where ideas are welcomed and recognized.
• Commitment to mental and physical well‑being, with resources such as wellness stipends, virtual fitness classes, and mental health support.
• Celebration of milestones, both personal and professional, through virtual shout‑outs and recognition programs.

Compensation & Benefits

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

• Base Salary: USD 115,000 – 130,000 per year, commensurate with experience.
• Performance Bonus: Annual bonus potential tied to individual, team, and company performance.
• Equity: Stock options that align your success with the company’s long‑term growth.
• 401(k) Matching: Company match up to 4% of your salary.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including telehealth services.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Parental Leave: Generous paid parental leave for new parents.
• Professional Development: Reimbursement for courses, certifications, and conferences.
• Remote Work Stipend: Monthly allowance for home office setup and internet.

How to Apply

If you are a seasoned Customer Success leader who thrives on solving complex problems, building lasting relationships, and driving measurable business outcomes, we want to hear from you. Join brighthush and help shape the future of AI video security.

Ready to take the next step? Click the link below to submit your application and become part of our dynamic, customer‑centric team.