Senior Customer Success Manager – OT & IoT Cybersecurity – Global Account Leadership & Strategic Growth

About brighthush

brighthush is at the forefront of protecting the world’s most critical infrastructure from cyber threats. Leveraging cutting‑edge AI and machine‑learning technology, our platform delivers unparalleled visibility, threat detection, and operational insight across the OT (Operational Technology) and IoT (Internet of Things) landscape. With a presence in more than 68 countries, we empower energy, manufacturing, transportation, resources, and government organizations to secure their networks, maintain compliance, and keep their operations running smoothly.

Our mission is simple: Secure the future of industrial operations. We do this by building a culture of innovation, collaboration, and customer obsession. At brighthush, every team member is a guardian of our customers’ safety and success.

Why This Role Matters

As brighthush expands its product portfolio and global footprint, the Customer Success team is the bridge between our technology and the people who rely on it. The Senior Customer Success Manager will become the trusted advocate for our most strategic accounts, ensuring they derive maximum value from our solutions, achieve their business objectives, and remain loyal partners for years to come.

Key Responsibilities

• Portfolio Leadership – Own and grow a portfolio of high‑value customers, ensuring each account receives personalized attention and strategic guidance.
• Lifecycle Management – Champion the entire customer journey from onboarding to renewal, protecting, nurturing, and delivering exceptional service at every touchpoint.
• Revenue & Growth Enablement – Drive upsell and cross‑sell opportunities by demonstrating clear, measurable value and aligning our solutions with customers’ evolving needs.
• Churn Prevention – Design and execute proactive success plans, identify risk signals, and implement mitigation strategies to keep churn at a minimum.
• Issue Resolution & Escalation – Act as the first line of defense for any customer concern, coordinating with engineering, product, and support teams to resolve issues swiftly and transparently.
• Data‑Driven Insight – Analyze usage patterns, adoption metrics, and support tickets to surface trends, inform strategy, and influence internal product roadmaps.
• Data Stewardship – Maintain clean, accurate customer data in our CRM, ensuring all stakeholders have reliable information for decision‑making.
• Brand Ambassadorship – Represent brighthush in all customer interactions, embodying our values and reinforcing our reputation as a trusted partner.
• Cross‑Functional Collaboration – Work closely with Sales, Product, Engineering, and Marketing to align on customer priorities and deliver cohesive outcomes.
• Product Feedback Loop – Capture and prioritize customer feedback, translating it into actionable insights for product enhancements.
• Training & Enablement – Develop and deliver training materials, workshops, and documentation to empower customers and internal teams alike.
• Process Optimization – Continuously evaluate and refine success processes, tools, and playbooks to increase efficiency and impact.

Essential Qualifications

• 4+ years of proven experience in a Customer Success or Account Management role focused on technical products.
• Demonstrated success in onboarding customers, driving adoption, and consistently achieving measurable business outcomes.
• Strong technical foundation in IT and network security, with 3+ years of hands‑on experience (OT experience is a plus).
• Exceptional organizational skills: adept at maintaining account notes, executing get‑well plans, and managing success playbooks.
• Excellent communication and interpersonal skills, capable of delivering executive‑level presentations and detailed technical reports.
• Self‑driven, proactive, and highly accountable, with the ability to juggle multiple priorities in a fast‑paced environment.
• Experience in a Technical Account Manager (TAM) or Solution Engineer (SE) role is highly desirable.
• Proficiency in conducting product demos, training sessions, and articulating ROI to diverse audiences.
• Strong analytical mindset, comfortable with data analysis, trend spotting, and translating insights into action.

Preferred Qualifications

• Prior experience managing critical accounts for large enterprises or government entities.
• Background in the OT or IoT cybersecurity domain, with a deep understanding of industrial control systems.
• Experience with customer success metrics such as NPS, CSAT, renewal rates, and expansion revenue.
• Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Knowledge of compliance frameworks relevant to industrial sectors (e.g., NIST, IEC 62443, ISO 27001).
• Fluency in additional languages is a plus, given our global customer base.

Core Competencies & Soft Skills

• Active Listening & Empathy – Truly understand customer pain points and aspirations.
• Business Insight & Strategic Thinking – Translate technical capabilities into business value.
• Results Orientation – Drive initiatives to completion and measure impact.
• Emotional Intelligence – Build trust with C‑suite executives and technical teams alike.
• Negotiation & Influence – Navigate complex stakeholder landscapes to secure win‑win outcomes.
• Planning & Organization – Structure workflows, timelines, and resources for maximum efficiency.
• Technical Expertise – Stay current with industry trends, emerging threats, and solution capabilities.
• Relationship Building – Foster long‑term partnerships that evolve with customer needs.
• Resilience & Adaptability – Thrive in a dynamic, evolving environment.
• Solution‑Oriented Mindset – Focus on delivering tangible, measurable results.
• Teamwork & Collaboration – Work seamlessly across departments and cultures.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Customer Success Manager, you will:

• Lead high‑impact initiatives that shape our product roadmap and customer experience strategy.
• Mentor junior success team members, sharing best practices and fostering a culture of continuous improvement.
• Participate in cross‑functional leadership forums, influencing decisions that affect the entire organization.
• Access a robust learning ecosystem, including industry certifications (e.g., CISSP, CISM), technical training, and leadership development programs.
• Enjoy a clear career ladder that can lead to Director of Customer Success, VP of Customer Experience, or other executive roles.

Work Environment & Company Culture

brighthush is built on a foundation of trust, innovation, and inclusivity. Our culture is defined by:

• Remote‑First Flexibility – Work from anywhere while staying connected through virtual collaboration tools.
• Collaborative Spirit – Cross‑functional teams that break down silos and share knowledge freely.
• Diversity & Inclusion – A workforce that reflects the global communities we serve, fostering creativity and empathy.
• Customer‑Obsessed Mindset – Every decision is guided by the goal of delivering exceptional value to our customers.
• Continuous Learning – Regular hackathons, knowledge‑sharing sessions, and access to industry conferences.
• Well‑Being Focus – Comprehensive health benefits, mental‑health resources, and flexible time‑off policies.

Compensation & Benefits

We offer a competitive total‑reward package that reflects your experience, expertise, and the impact you will bring to brighthush.

• Base Salary – $97,589 – $131,840 per year, commensurate with experience and qualifications.
• Performance Bonus – Eligible for quarterly and annual bonuses tied to customer success metrics and company performance.
• 401(k) with Employer Match – Secure your future with a generous matching program.
• Health & Wellness – Comprehensive medical, dental, vision, life, and disability insurance.
• Paid Time Off – Unparalleled flexible PTO, paid holidays, and paid parental leave.
• Professional Development – Reimbursement for certifications, courses, and conference attendance.
• Employee Stock Purchase Plan – Own a piece of brighthush’s growth.
• Well‑Being Programs – Access to mental‑health support, wellness stipends, and fitness memberships.

How to Apply

Ready to make a tangible difference in the world of OT and IoT cybersecurity? Submit your application through our careers portal at brighthush.com/careers. We look forward to learning how your experience and passion align with our mission.

Conclusion

As a Senior Customer Success Manager at brighthush, you will be at the heart of our customer relationships, driving adoption, ensuring satisfaction, and fostering loyalty. This is more than a role; it’s a chance to shape the future of industrial cybersecurity, protect critical infrastructure, and grow alongside a company that values innovation, integrity, and impact.

If you thrive on solving complex problems, building lasting partnerships, and leading with empathy, we invite you to join our team and help us secure the world’s most vital operations.

Apply today and become a pivotal part of brighthush’s journey to redefine OT & IoT cybersecurity.