Senior Customer Success Manager – Federal & Defense Accounts, Enterprise Mobility & Zero‑Trust Security Solutions at brighthush
About brighthush
brighthush is a high‑growth cybersecurity SaaS company redefining how organizations secure mobile workforces. Our virtual workspace platform delivers secure, zero‑data‑on‑endpoint access to enterprise applications and data from any mobile device, while preserving personal privacy. With a robust zero‑trust architecture and a focus on secure mobility, we empower security and IT leaders to protect their most valuable assets—people and data—without compromising productivity.
Backed by $55 million in funding from brighthush (formerly UBS, AE Industrial Partners, Hale Capital Partners, and GreatPoint Ventures), we are rapidly expanding into new commercial and regulated markets, including federal, defense, financial services, and healthcare. Our mission is simple: make secure mobility effortless, scalable, and privacy‑first for every organization.
Why Join brighthush?
At brighthush, you’ll be part of a dynamic, mission‑driven team that is reshaping the cybersecurity landscape. We value innovation, ownership, and collaboration, and we reward those who help our customers succeed. As a Customer Success Manager focused on federal accounts, you’ll:
- Drive adoption of cutting‑edge security solutions for high‑profile government and defense clients.
- Build lasting relationships with C‑suite executives, security architects, and IT leaders.
- Shape the future of our customer success playbooks and processes as we scale.
- Earn a competitive base salary, performance bonus, and comprehensive benefits package.
Our culture is built on trust, transparency, and continuous learning. We invest in your professional growth through mentorship, training, and access to industry conferences. Whether you’re a seasoned customer success veteran or a rising star, brighthush offers a platform for you to make a real impact.
Your Role
As a Senior Customer Success Manager – Federal & Defense Accounts, you will own the end‑to‑end post‑sale experience for a portfolio of federal, defense, and regulated‑industry customers. You will partner closely with Sales, Sales Engineering, Product, and Support to transform a first deployment into a long‑term, high‑value partnership. Your primary success metric will be gross and net retention, ensuring that every deployed user becomes a success story.
Key Responsibilities
- Onboarding & Adoption – Design and execute success plans with clear milestones for each customer, ensuring rapid time‑to‑value.
- Retention & Renewal Leadership – Own gross and net retention for your book of business, monitor health scores, and proactively flag renewal risk.
- Expansion & Pipeline Generation – Identify upsell and cross‑sell opportunities, build a qualified expansion pipeline, and collaborate with Sales to close deals.
- Relationship Building – Cultivate multi‑threaded relationships from administrators to CISOs and CIOs, and run quarterly business reviews (QBRs) that demonstrate ROI.
- Voice of the Customer – Act as the customer advocate for Product and Engineering, and partner with Support on escalations to ensure swift resolution.
- Data‑Driven Management – Maintain account plans, renewal forecasts, and CS KPIs in Salesforce and a customer success platform (e.g., Planhat, Gainsight, ChurnZero, or Totango).
- Process & Playbook Development – Contribute to the creation and refinement of CS playbooks and processes at a growth‑stage company.
Essential Qualifications
- 5+ years of experience 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.
- Strong presentation skills for 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 Apply for this job