Senior Customer Success Manager – Executive Stakeholder Engagement, Product Adoption & AI‑Driven Account Growth at brighthush

About brighthush

brighthush is a trailblazing leader in cyber‑physical systems (CPS) protection, dedicated to securing the critical infrastructure that powers our modern world. With a mission to fuse cutting‑edge AI technology and deep industry expertise, brighthush delivers a unified platform that provides unparalleled visibility, threat detection, and secure access across industrial networks. Our solutions empower thousands of organizations worldwide to protect their mission‑critical assets, maintain operational integrity, and meet evolving regulatory demands.

Founded in the heart of New York City and now operating across North America, Europe, Asia‑Pacific, and Latin America, brighthush has earned a reputation for innovation, excellence, and customer obsession. Recognized as a Leader in Gartner’s Magic Quadrant for CPS Protection Platforms and a Customer Favorite in Forrester’s Wave for Operational Technology Security Solutions, we are proud to be named on Forbes Cloud 100 and Deloitte Technology Fast 500 for consecutive years. Our culture is built on the pillars of People First, Customer Obsession, Strive for Excellence, and Integrity—values that guide every decision and interaction.

Why Join brighthush?

At brighthush, you will be part of a fast‑growing, award‑winning team that is redefining the future of cybersecurity. You’ll work alongside industry experts, collaborate with cross‑functional leaders, and have the opportunity to shape the direction of our platform. We invest heavily in professional development, provide a flexible remote‑first work environment, and offer a competitive compensation package that includes base salary, performance bonuses, equity, and comprehensive benefits.

Role Overview

As a Senior Customer Success Manager, you will serve as the primary point of contact for our most strategic, high‑value customers. You will build trusted relationships with senior executives, guide them through complex adoption journeys, and act as the central coordinator across product, engineering, sales, and support teams. Your mission is to ensure that every customer realizes measurable business outcomes, achieves rapid time‑to‑value, and remains engaged with brighthush’s platform for the long term.

Key Responsibilities

• Executive Relationship Management: Act as the trusted advisor to C‑level stakeholders, aligning their business objectives with the capabilities of the brighthush platform.
• Onboarding & Adoption Leadership: Design and execute proactive product enablement programs that accelerate customer success and drive tangible ROI.
• Health & Usage Monitoring: Leverage data analytics to track usage patterns, health indicators, and risk signals, enabling pre‑emptive action and expansion opportunities.
• Quarterback of Customer Experience: Synthesize customer needs into actionable insights for product, sales, and engineering, influencing roadmap decisions.
• Escalation & Issue Resolution: Lead complex escalation workflows, ensuring clear ownership, timely resolution, and stakeholder communication.
• AI‑Powered Enablement: Utilize AI platforms such as Staircase AI and Gemini to automate health monitoring, generate executive summaries, and streamline back‑office processes.
• Account Growth & Expansion: Identify upsell and cross‑sell opportunities, collaborating with sales to drive revenue growth while maintaining customer satisfaction.
• Cross‑Functional Collaboration: Coordinate with engineering, product, support, and marketing to deliver seamless customer experiences.
• Continuous Improvement: Gather feedback, conduct post‑implementation reviews, and recommend process enhancements to elevate the customer journey.

Essential Qualifications

• 4+ years of experience as a Customer Success Manager or Technical Account Manager in a fast‑growing B2B SaaS environment.
• Proven track record managing large, complex customer accounts with high strategic value.
• Deep technical fluency with the ability to quickly master complex products and operate at a “power‑user” level.
• Strong discovery and problem‑framing skills—capable of asking the right questions and identifying core issues.
• Excellent communication, presentation, and stakeholder influence skills across all organizational levels.
• Solid understanding of networking fundamentals (TCP/IP, routing, switching, DNS, DHCP, segmentation) and secure network architecture.
• Experience in Operational Technology (OT) environments and industrial networks is a significant advantage.
• Familiarity with cybersecurity principles and solutions such as endpoint protection, SOAR, and SIEM.
• Comfortable working in ambiguous, fast‑changing environments and driving outcomes with minimal supervision.

Preferred Qualifications

• Experience with AI‑driven customer success tools (e.g., Staircase AI, Gemini) and data‑centric decision making.
• Background in the manufacturing, energy, or critical infrastructure sectors.
• Knowledge of regulatory frameworks relevant to industrial cybersecurity (e.g., NIST, ISO 27001).
• Previous experience in a leadership or mentorship role within a customer success organization.

Core Skills & Competencies

• Strategic Thinking & Business Acumen
• Customer‑Centric Mindset
• Data Analysis & KPI Tracking
• Project Management & Process Optimization
• Conflict Resolution & Negotiation
• Technical Troubleshooting & Root Cause Analysis
• Collaboration & Team Leadership
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured mentorship programs with senior leaders.
• Regular training on emerging cybersecurity trends, AI technologies, and industry best practices.
• Opportunities to lead cross‑functional initiatives and influence product strategy.
• Clear career pathways from Customer Success Manager to Director of Customer Success, VP of Customer Experience, or Product Management roles.
• Participation in industry conferences, webinars, and speaking engagements.

Work Environment & Company Culture

brighthush embraces a flexible, remote‑first culture that values work‑life balance, diversity, and inclusion. Our teams collaborate across time zones using modern communication tools, fostering a sense of community and shared purpose. We celebrate achievements, encourage innovation, and maintain an open‑door policy where every voice is heard.

Compensation & Benefits

Competitive base salary ranging from $130,000 to $145,000, commensurate with experience, plus performance‑based bonuses and equity options. Additional benefits include:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and flexible holiday policy.
• Professional development stipend.
• Wellness programs and mental health resources.
• Remote work stipend and equipment support.

How to Apply

If you are passionate about driving customer success, thrive in a fast‑paced environment, and want to make a tangible impact on the security of critical infrastructure, we want to hear from you. Submit your application through our careers portal and join a team that is shaping the future of cybersecurity.

brighthush is an equal‑opportunity employer committed to fostering a diverse and inclusive work environment. We encourage applications from all backgrounds and provide accommodations upon request during all selection phases.

Ready to take the next step? Apply now and become a key player in protecting the world’s most vital systems.