Senior Customer Success Manager – SaaS & Compliance Excellence at brighthush

Introduction

At brighthush, we’re redefining the way campus-based organizations protect their data and achieve compliance. As a full-service information security firm, we empower higher education institutions, healthcare providers, government agencies, and hospitality markets with world‑class SaaS platforms and consulting services that meet the highest industry standards. Our mission is simple: help our clients build stronger security postures, achieve regulatory compliance, and unlock the full value of their technology investments.

We’re looking for a dynamic, customer‑centric professional to join our remote team as a Senior Customer Success Manager. In this role, you’ll own the entire client lifecycle, from onboarding to renewal, and act as the trusted advisor who ensures our customers realize measurable outcomes from our platform and services. If you thrive in a fast‑paced, cross‑functional environment and love turning data into actionable insights, we want to hear from you.

Key Responsibilities

As the primary advocate for our clients, you will:

• Lead the end‑to‑end client success lifecycle – orchestrate onboarding, success planning, ongoing engagement, and renewal support to drive adoption and satisfaction.
• Develop and maintain client success plans – create documented roadmaps with clear outcomes, milestones, and adoption goals that align with each client’s business objectives.
• Monitor client health – use engagement data, sentiment analysis, compliance status, and platform utilization to assess risk and opportunity.
• Proactively identify risks and barriers – spot potential challenges early and implement mitigation strategies to keep projects on track.
• Facilitate executive‑level business reviews – present progress, insights, and value delivered to C‑suite stakeholders, reinforcing the strategic partnership.
• Serve as the primary strategic point of contact – build trusted, long‑term relationships with key decision makers and influencers.
• Coordinate cross‑functional delivery – work with Sales, Product, Engineering, and Consulting teams to ensure timely, high‑quality execution of client engagements.
• Drive platform adoption – lead outreach, training coordination, and usage reviews to maximize user engagement.
• Identify expansion opportunities – partner with Sales to surface upsell and cross‑sell possibilities based on contextual client insights.

Essential Qualifications

• Bachelor’s degree in Business, Project Management, Information Security, or a related field (or equivalent professional experience).
• 3–5 years of experience in client success, customer success, account management, or project management within a SaaS, consulting, or professional services environment.
• Proven track record of managing client relationships and delivering measurable outcomes.
• Experience coordinating work across cross‑functional teams.
• Strong analytical skills with the ability to interpret data and translate it into actionable recommendations.
• Excellent communication and influence skills, capable of engaging stakeholders at all levels.
• Adaptability and resilience in a dynamic, evolving environment.
• Payment Card Industry Professional (PCIP) certification required within the first 12 months of employment.

Preferred Qualifications

• Experience supporting compliance‑driven, security, or regulated environments.
• Background working with higher education or similarly complex client organizations.
• Additional coursework or certification in customer success, project management, or information security.
• Familiarity with SaaS metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Health Score.

Skills & Competencies

• Client Relationship Management – building trust, managing expectations, and fostering long‑term partnerships.
• Strategic Thinking – aligning client goals with brighthush solutions and identifying growth opportunities.
• Cross‑Functional Collaboration – working seamlessly with Sales, Product, Engineering, and Consulting teams.
• Data‑Driven Decision Making – leveraging analytics to drive insights and improve client outcomes.
• Influence & Communication – articulating complex concepts to diverse audiences.
• Adaptability – thriving in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry‑leading training and certification resources.
• Opportunities to lead high‑impact projects and cross‑functional initiatives.
• Clear career pathways into senior leadership roles within Customer Success, Product Management, or Consulting.
• Regular feedback loops and performance reviews to help you reach your full potential.

Work Environment & Company Culture

Our culture is built on collaboration, innovation, and a relentless focus on customer success. As a remote‑first organization, we provide the flexibility you need while fostering a sense of community through:

• Weekly virtual team huddles and cross‑departmental knowledge sharing.
• Annual virtual retreats and quarterly town‑hall meetings.
• A culture of transparency, where ideas are welcomed and feedback is constructive.
• Commitment to diversity, equity, and inclusion – we celebrate the unique perspectives that each team member brings.
• Strong emphasis on work‑life balance, with generous paid time off and flexible scheduling.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range of $75,000–$80,000 annually, commensurate with experience.
• Performance‑based incentive pay tied to client success metrics.
• Comprehensive medical, dental, and vision coverage.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• 401(k) plan with company match and student loan repayment assistance.
• Life insurance and Accidental Death & Dismemberment (AD&D) coverage.
• Short‑ and long‑term disability insurance.
• Employee Assistance Program (EAP) and robust wellness initiatives.
• Employee Stock Purchase Program (ESPP) and tuition reimbursement.
• Generous paid time off, including holidays, sick leave, and personal days.

How to Apply

Ready to take the next step in your career and help campus‑based organizations thrive? Click the link below to submit your application and join the brighthush family.

Apply to this job

Why brighthush?

At brighthush, we’re more than a security firm – we’re a partner that empowers our clients to achieve compliance, protect their data, and unlock new opportunities. By joining our team, you’ll:

• Work with cutting‑edge technology and industry‑leading solutions.
• Collaborate with passionate professionals who are dedicated to customer success.
• Make a tangible impact on the security posture of educational and governmental institutions.
• Grow your career in a supportive, inclusive environment that values innovation and continuous learning.

We are an equal‑opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applicants of all backgrounds and identities. If you require reasonable accommodations during the application process, please contact our Corporate Recruiting team at [email protected].

Important Information

We do not sponsor visas for this position. Candidates must be authorized to work in the United States without the need for current or future sponsorship.

brighthush is a drug‑free and tobacco‑free workplace. We use automated or AI‑enabled tools to assist with the initial review of applications, but all hiring decisions are made by human recruiters.

Thank you for considering a career with brighthush. We look forward to exploring how your expertise can help us continue to deliver world‑class security and compliance solutions to our clients.