Senior Customer Success Manager – Identity & Access Management (IAM/IGA) – Canada – Strategic Growth & Adoption Champion at brighthush

About brighthush

brighthush is more than a Platform‑as‑a‑Service (PaaS) provider; it is the engine that powers the next era of digital trust. By harnessing cutting‑edge artificial intelligence, our identity platform safeguards both human and machine access to applications, data, and critical business processes. We partner with Fortune 500 enterprises, global governments, and leading brands to scale securely, reduce compliance costs, mitigate operational risk, and unlock new avenues of innovation. In a world where digital transformation is accelerating at breakneck speed, brighthush delivers the tools that let businesses innovate with confidence and protect their most valuable digital assets.

Why brighthush is the Place to Grow Your Career

At brighthush, curiosity, collaboration, and relentless focus on outcomes are the cornerstones of our culture. We are a high‑growth, customer‑centric organization that thrives on continuous learning and bold ideas. Whether you are a seasoned professional or an ambitious early‑career talent, you will find a supportive environment where your contributions shape the future of identity security. We champion diversity, encourage curiosity, and reward the bold ideas that drive real impact for our clients. Join us and become part of a movement that is redefining how the world protects and empowers its digital workforce.

Role Overview

As a Senior Customer Success Manager for Identity & Access Management (IAM) and Identity Governance & Administration (IGA), you will be the trusted advisor for our Canadian customers. You will own the post‑implementation journey, ensuring that each client realizes maximum value from brighthush’s solutions, achieves their business objectives, and becomes a vocal advocate for our platform. Your work will directly influence customer retention, expansion, and the overall success of brighthush’s growth strategy.

Key Responsibilities

• Customer Champion – Serve as the primary point of contact for all post‑implementation activities, building deep, trusting relationships with key stakeholders.
• Renewal & Upsell Engine – Manage the subscription renewal pipeline, proactively identify and eliminate adoption barriers, and uncover upsell and cross‑sell opportunities.
• Sales Collaboration – Partner with the Sales team to design a customer‑focused orientation and launch process that sets the stage for long‑term success.
• Strategic Advisory – Translate complex technical environments into business‑centric insights, guiding customers on how to align identity strategies with corporate goals.
• Cross‑Functional Coordination – Facilitate meetings between customers and brighthush’s engineering, product, and support teams; ensure timely follow‑ups and action‑item completion.
• Product Adoption & Feedback Loop – Monitor usage trends, provide actionable feedback to product teams, and champion continuous improvement initiatives.
• Partner Engagement – Work closely with implementation partners to enhance customer outcomes and strengthen partnership relationships.
• Education & Enablement – Plan and deliver training sessions on new features, releases, and best practices to maximize customer proficiency.
• Voice of the Customer – Collect, analyze, and advocate for customer feedback across all touchpoints, driving product and service enhancements.

What You Bring

• Deep knowledge of IAM/IGA concepts, with a background in cybersecurity, compliance, or related fields.
• Expertise in cloud, hybrid, and on‑premise IT architectures and deployment models.
• Proven ability to translate technical solutions into business value and vice versa.
• Extensive experience managing customer success or account management for complex SaaS implementations with Fortune 500 or Global 1000 clients.
• Strong track record of driving customer adoption, retention, and expansion in a high‑growth environment.
• Exceptional communication, negotiation, and problem‑solving skills.
• Hands‑on mindset, detail orientation, and a results‑driven approach.
• Experience in process improvement, data analysis, and service excellence.
• Willingness to travel to customer sites as needed (up to 50%).
• Current residency in Canada (remote role, but geographic alignment with customers is preferred).

Essential Qualifications

• Minimum 5 years of customer success or account management experience in a SaaS environment.
• Demonstrated success in managing complex, multi‑stakeholder engagements.
• Strong analytical skills with the ability to interpret usage metrics and translate them into actionable insights.
• Excellent written and verbal communication skills in English; bilingual (French) is a plus.
• Proficiency with CRM systems (e.g., Salesforce), customer success platforms, and data visualization tools.

Preferred Qualifications

• Experience in the identity security or broader cybersecurity industry.
• Background in regulatory compliance (GDPR, CCPA, ISO 27001, etc.).
• Knowledge of AI/ML applications in identity management.
• Previous experience working with large enterprise customers in Canada.

Skills & Competencies

• Strategic Thinking & Vision
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Stakeholder Management
• Project & Program Management
• Change Management
• Collaboration & Teamwork
• Adaptability & Resilience

Key Success Metrics

Your performance will be measured against a blend of quantitative and qualitative indicators that reflect both customer health and business impact:

• Net Promoter Score (NPS) and Customer Satisfaction (CSAT) improvements.
• Renewal rate and churn reduction percentages.
• Expansion revenue generated through upsells and cross‑sell initiatives.
• Product adoption rates and feature utilization metrics.
• Time‑to‑value for new customers and time‑to‑resolution for support tickets.

Tools & Technologies

You will work with a suite of modern tools that enable seamless customer engagement and data‑driven insights:

• CRM: Salesforce (Lightning)
• Customer Success Platforms: Gainsight, Totango, or similar
• Data Visualization: Tableau, Power BI, or Looker
• Collaboration: Slack, Microsoft Teams, Confluence, Jira
• Analytics: Mixpanel, Amplitude, or custom dashboards

Team Structure & Collaboration

You will be part of the brighthush Customer Success Organization, reporting to the Director of Customer Success – Canada. The team is cross‑functional, with close collaboration to Sales, Product, Engineering, and Partner Enablement. You will also serve as the bridge between our Canadian customers and the global product roadmap, ensuring that local insights shape future releases.

Onboarding & First 90 Days

Your journey begins with an immersive onboarding program that includes:

• In‑depth product training and certification (brighthush Certified Solutions Architect).
• Shadowing senior Customer Success Managers on key accounts.
• Hands‑on workshops with Engineering and Product to understand feature roadmaps.
• Meetings with Sales and Partner teams to align on go‑to‑market strategies.
• Regular check‑ins with your manager to set goals and track progress.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be fast‑tracked. You’ll have access to:

• Mentorship from senior leaders and industry experts.
• Regular training on the latest identity security trends, AI advancements, and product roadmaps.
• Opportunities to lead cross‑functional initiatives and influence product strategy.
• Clear promotion paths within Customer Success, Product Management, and Sales.
• Support for certifications (e.g., CISSP, CISM, brighthush Certified Solutions Architect).

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and high‑energy workplace. We value transparency, continuous improvement, and a healthy work‑life balance. Our remote‑first model is complemented by occasional in‑office gatherings, hackathons, and team‑building events that keep our community connected and energized. We celebrate wins, learn from challenges, and continuously iterate on our processes to deliver the best experience for both our customers and our people.

Compensation & Benefits

While specific figures vary by experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Medical, Dental, Vision, and Life Insurance
• Retirement Savings Plan with company match
• Unlimited Paid Time Off (PTO) and Sick Time
• Paid Holidays and Company‑sponsored Holiday Parties
• Daily Catered Lunches and Snacks
• Employee Recognition Programs and Spot Bonuses
• Team Socials, Wellness Programs, and Volunteer Opportunities
• Flexible Work Arrangements and Remote Work Support

Security & Compliance Commitment

As a role that handles sensitive customer data, you will be required to complete annual security and privacy literacy training. You will also review and adhere to brighthush’s Information Security and Privacy Policies, including data classification, incident response, business continuity, mobile device, account management, access control, personnel security, and privacy guidelines.

Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate the unique perspectives that each individual brings to our team. Our inclusive hiring practices, employee resource groups, and continuous learning initiatives ensure that everyone feels valued, heard, and empowered to succeed.

Global Impact

While you will focus on Canadian customers, your insights will shape brighthush’s global strategy. By understanding regional nuances, you help us tailor solutions that resonate across North America, Europe, and Asia, ensuring that our platform remains the gold standard in identity security worldwide.

Ready to Make an Impact?

If you’re a resilient, customer‑obsessed professional who thrives in a dynamic, high‑growth environment, we want to hear from you. Apply today to become a pivotal part of brighthush’s mission to protect and empower the world at work.

brighthush is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.