Senior Customer Success Manager – Federal & Commercial Accounts – Championing Adoption, Retention, and Expansion in a Rapidly Growing Cybersecurity SaaS

About brighthush

brighthush is a high‑growth cybersecurity SaaS company redefining secure mobility for modern enterprises. Our virtual workspace platform empowers users to access critical business applications from any mobile device while keeping data off the endpoint and preserving personal privacy. With a mission to make secure collaboration effortless, we serve a diverse portfolio that spans commercial, federal, defense, financial services, and healthcare sectors. brighthush is backed by leading venture capital firms and is rapidly expanding into new regulated markets, positioning itself as a trusted partner for organizations that demand uncompromising security and seamless user experience.

Role Overview

We are seeking a customer‑obsessed, retention‑focused Senior Customer Success Manager to join our growing go‑to‑market team. In this role, you will own the post‑sale experience for a portfolio of federal and commercial accounts, driving onboarding, adoption, renewals, and expansion so every deployed user becomes a success story. You will partner closely with Sales, Sales Engineering, Product, and Support to become the trusted advisor who transforms a first deployment into a long‑term, growing partnership. If you are proactive, data‑driven, and energized by helping security and IT leaders succeed, this role is built for you.

Key Responsibilities

• Own onboarding and adoption, building success plans with clear milestones for each customer.
• Own gross and net retention for an assigned book of business – your primary success metric.
• Monitor health scores and usage to flag renewal risk early, and lead renewals with Account Executives.
• Identify expansion opportunities and generate qualified expansion pipeline.
• Build multi‑threaded relationships from administrators to CISOs and CIOs, and run QBRs that demonstrate ROI.
• Act as the voice of the customer to Product and Engineering, and partner with Support on escalations.
• Keep account plans, renewal forecasts, and CS KPIs current in CRM.

Essential Qualifications

• 5+ years in Customer Success, Account Management, or a similar post‑sale role in B2B SaaS.
• Proven track record of owning a book of business and exceeding retention, renewal, and expansion targets.
• Experience managing the full customer lifecycle for enterprise or mid‑market accounts.
• Confident presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs.
• Data‑driven mindset with experience using health scores and KPIs to manage a portfolio.
• Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero, or Totango).

Preferred Qualifications

• Experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers.
• Active Secret/TS clearance.
• Working knowledge of cybersecurity, mobile security, VDI, or zero‑trust concepts.
• Experience building CS playbooks and processes at a growth‑stage company.
• Proactive, organized, and accountable, with excellent written and verbal communication.

Skills & Competencies

• Strategic thinking and execution across multiple stakeholders.
• Strong analytical skills to interpret data and drive actionable insights.
• Exceptional communication and presentation abilities.
• Customer‑centric mindset with a passion for driving outcomes.
• Project management skills to juggle competing priorities.
• Technical aptitude to understand and explain complex security solutions.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous growth. As a Senior Customer Success Manager, you will:

• Lead the design and refinement of CS processes, playbooks, and tools that scale with the company.
• Mentor junior CS team members, fostering a culture of learning and collaboration.
• Collaborate with Product and Engineering to influence roadmap decisions based on customer feedback.
• Participate in cross‑functional initiatives that shape the future of secure mobility.
• Access to industry conferences, certifications, and internal training programs.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and inclusion. We value:

• Remote‑first flexibility with a distributed team across the United States.
• Open communication channels and regular town‑hall meetings.
• A collaborative environment where ideas are welcomed and tested.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Recognition and celebration of individual and team achievements.

Compensation & Benefits

Competitive base salary ranging from $160,000 to $180,000, commensurate with experience, plus a 10% annual performance bonus. In addition, brighthush offers:

• Comprehensive medical, dental, and vision insurance.
• Generous parental leave and family‑friendly policies.
• Life and disability coverage.
• 401(k) plan with employer matching contributions that vest from day one.
• Professional development budget and tuition reimbursement.
• Flexible work hours and a fully remote work model.
• Team retreats, wellness programs, and social events.

How to Apply

If you are ready to make a tangible impact on the success of federal and commercial customers while growing your career in a fast‑paced, mission‑driven environment, we want to hear from you. Submit your application through our careers portal or send your résumé and cover letter to [email protected]. We look forward to exploring how your expertise can help shape the future of secure mobility at brighthush.

Closing

At brighthush, we are building the next generation of secure collaboration tools. As a Senior Customer Success Manager, you will be at the forefront of ensuring our customers achieve their security and productivity goals. Join us to drive adoption, retention, and expansion while working with a passionate team that values innovation, integrity, and impact. Apply today and become a key player in our journey to transform how organizations think about secure mobility.