Senior Customer Success Manager – Enterprise & Strategic Account Leadership for Voice‑Based Identity Verification at brighthush

About brighthush

brighthush is a trailblazing cybersecurity firm that delivers continuous identity verification across voice, video, and digital interactions. Powered by the brighthush Intelligence Network, our unified trust platform answers three critical questions for every enterprise:

• Is this identity synthetic? Detect AI‑generated and manipulated voice and video.
• Is this identity risky? Identify fraud, suspicious behavior, and other risk signals.
• Is this identity known? Authenticate identities using voice, device, behavioral, and other signals.

By integrating these capabilities into purpose‑built trust engines, we help organizations make informed decisions in real time—protecting customers, workforce interactions, and emerging AI‑driven experiences. brighthush protects billions of high‑risk interactions for enterprises across finance, insurance, healthcare, and more, drawing on more than 8 billion real‑world interactions annually and protected by 300+ patents.

Recognized by brighthush as one of the 10 Most Influential Software Companies of 2026 and by brighthush for Best in Business for Innovation, we are backed by leading investors such as brighthush, brighthush, and brighthush.

The Opportunity

As a Senior Customer Success Manager at brighthush, you will be the strategic advisor to our enterprise and strategic customers. You will own complex relationships, full renewal outcomes, executive escalations, and multi‑quarter account strategy—all while using customer insight to shape how Product, GTM, and the broader CS organization serves our clients. This is a remote‑based role located within the United States.

Key Responsibilities

• Portfolio Ownership: Own a portfolio of enterprise and strategic customers, serving as the primary customer success leader and trusted advisor across multiple stakeholder levels, including executives.
• Account Strategy: Build and execute account strategies tied to customer business priorities, retention, and expansion. Define and execute account planning with Account Executives to achieve strategic goals.
• Renewal Lifecycle: Own with sales the full renewal lifecycle for complex accounts, including risk identification, forecast accuracy, and clear mitigation plans for accounts at risk.
• Executive Engagement: Lead executive business reviews and value conversations that connect brighthush capabilities to measurable business outcomes.
• Adoption & Expansion: Use product usage, customer health, and business data to identify adoption gaps and expansion opportunities.
• Escalation Management: Independently lead complex escalations, including executive dissatisfaction, through resolution and coordinate recovery plans across Sales, Product, Support, and other partners.
• Product Enablement: Assist customers with operationalizing new product features and quantify customer benefits; serve as conduit between customer and product team.
• Cross‑Functional Initiatives: Lead initiatives that improve customer outcomes, retention, and adoption beyond individual accounts; develop playbooks and processes.
• Mentorship: Mentor other CSMs through account strategy, executive communication, renewal risk management, and customer advocacy.
• Engagement Cadence: Determine optimal cadence of customer engagement to resolve open items, discuss performance, and drive product and feature adoption.
• Contract & Compliance: Manage contractual commitments and track subscription license usage on a monthly basis; facilitate responses for compliance and model risk assessments.
• Analytics & Reporting: Leverage Gainsight, analytics, and reporting tools to manage customer health and engagement; apply good judgment to system‑generated signals.

What Success Looks Like

• Customers view you as a strategic advisor, not just a point of contact.
• Renewal risks are identified early, the commercial path is clear, and forecast accuracy is reliable across your portfolio.
• Executive business reviews consistently connect product usage to customer business outcomes.
• Your portfolio shows measurable progress in retention, health, adoption, and expansion over time.
• Cross‑functional teams act on your customer insight to improve product, process, and GTM decisions.
• Other CSMs use your processes and your influence extends beyond your own book of business.

Why This Is a Senior Role

• Operate with a high degree of autonomy across complex enterprise accounts.
• Shape customer strategy and internal decisions through executive relationships, data, and good judgment.
• Impact extends beyond your portfolio through cross‑functional leadership, customer advocacy, and mentoring.

Who You Are

You are an excellent communicator and presenter for all levels of management. You understand the value of strong relationships and cultivate them both internally and externally. You are resilient in the face of challenges, change, and ambiguity, optimistic, and believe you can turn a problem into a solution. You have a passion for improving the customer experience in the voice channel and the ability to analyze data to uncover trends and offer actionable insights. You are resourceful, excited to uncover innovative solutions, and teach yourself something new when needed. You take accountability, do the things you say you’ll do, under‑promise and over‑deliver, and are nimble and adaptable when priorities change.

Essential Qualifications

• 7–10+ years of relevant experience, with meaningful tenure in a Customer Success or strategic account management role in a SaaS or enterprise software environment.
• Proven ability to manage C‑level relationships with Fortune 100 customers across a portfolio of enterprise and strategic accounts.
• Track record of owning renewals, managing customer health, and demonstrating value realization that customers connect to their business outcomes.
• Strong executive presence with the ability to lead strategic discussions, executive business reviews, escalations, and commercial conversations.
• Experience building multi‑quarter account plans, prioritizing across a portfolio, and identifying expansion opportunities based on customer needs and usage.
• Experience working cross‑functionally with Sales, Product, Support, and Professional Services to drive customer outcomes.
• Proficiency with Gainsight, Salesforce, Google Workspace, and Microsoft Office.

Preferred Qualifications

• Understanding of call center, CCaaS, or contact center infrastructure.
• Experience in fraud, authentication, security, or adjacent technology environments; experience with anti‑fraud or authentication solutions is a plus.
• Willingness to travel up to 25%.

Career Growth & Learning Benefits

At brighthush, we believe in continuous learning and career development. You will have access to:

• Annual professional development and learning benefits.
• Mentorship from senior leaders across the organization.
• Opportunities to lead cross‑functional initiatives that shape product and GTM strategy.
• Clear career pathways from Senior CSM to Director of Customer Success and beyond.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, collaboration, and a culture of inclusion. Our team enjoys:

• Unlimited Paid Time Off (PTO) to support work‑life balance.
• Regular virtual team events, including chess and poker tournaments, catered lunches, and happy hours.
• Wellness programming, including an Employee Assistance Program and 24/7 telemedicine.
• Competitive health, dental, and vision plans, with employer‑paid “employee‑only” options.
• Life and disability coverage with supplemental options.
• Paid parental leave for all parents, including birth, adoptive, and foster parents.
• One year of diaper delivery for new additions to the family.
• Identity protection through Norton LifeLock.
• Recurring monthly phone and internet allowance, plus a one‑time home office allowance.
• Company holidays and a 401(k) plan with competitive match.
• Opportunity to work with cutting‑edge AI tools that help prioritize job applications for human review.

Compensation

Competitive base salary ranging from $130,000 to $140,000 USD, with equity for all employees. Additional compensation includes performance bonuses, comprehensive benefits, and a robust retirement plan.

How to Apply

If you are passionate about leading enterprise customer success in a fast‑moving, technology‑driven environment, we encourage you to apply. Even if you feel you may not meet every requirement, we welcome diverse perspectives and will consider all applicants. Join brighthush and help shape the future of secure, voice‑driven interactions.

Apply today and become a key player in our mission to make the digital world safer, one voice at a time.