Senior Customer Success Manager – SaaS & Compliance Services – Remote, Full Time – Driving Client Success, Adoption, and Growth at brighthush

Welcome to brighthush – Where Security Meets Innovation

At brighthush, we’re redefining how institutions protect their most valuable assets. Our award‑winning SaaS platform and consulting services empower universities, healthcare providers, public sector agencies, and other mission‑critical organizations to navigate complex regulatory landscapes with confidence. We blend cutting‑edge technology, deep industry expertise, and a relentless focus on customer success to deliver measurable outcomes that matter.

Why brighthush is the Place to Accelerate Your Career

When you join brighthush, you become part of a purpose‑driven team that thrives on collaboration, continuous learning, and a culture of ownership. We champion a remote‑first model that gives you the freedom to work from anywhere while staying connected through state‑of‑the‑art collaboration tools and regular virtual team events. Our inclusive environment celebrates diverse perspectives and empowers every team member to bring their authentic self to work.

Key Responsibilities – Your Impact as a Senior Customer Success Manager

As the Senior Customer Success Manager, you will own the entire client lifecycle, from initial onboarding to renewal and expansion. Your strategic partnership with clients will drive compliance achievement, security posture improvement, and sustained platform adoption. Below is a detailed breakdown of your day‑to‑day responsibilities:

• Client Lifecycle Ownership – Lead end‑to‑end success activities, including onboarding, success planning, ongoing engagement, and renewal support.
  • Design and execute a customized onboarding roadmap that aligns with each client’s regulatory goals.
  • Coordinate cross‑functional kickoff meetings to ensure a seamless transition from sales to implementation.
  • Track and report on key success metrics, such as adoption rates, compliance milestones, and NPS scores.
• Success Planning & Documentation – Develop and maintain detailed client success plans with clear outcomes, milestones, and adoption goals.
  • Collaborate with clients to define success criteria and measurable objectives.
  • Document action plans, timelines, and responsibilities in a shared knowledge base.
  • Update plans quarterly to reflect evolving client needs and market changes.
• Health Monitoring & Risk Management – Use engagement data, sentiment analysis, compliance status, and platform utilization to assess client health and proactively identify risks or barriers.
  • Implement a health scorecard that aggregates usage, support tickets, and compliance checks.
  • Conduct proactive risk reviews with clients and internal stakeholders.
  • Develop mitigation plans and escalation pathways for high‑risk accounts.
• Executive‑Level Engagement – Facilitate business reviews with C‑suite stakeholders, communicating progress, insights, and value delivered.
  • Prepare executive dashboards that highlight ROI, compliance status, and strategic opportunities.
  • Lead quarterly business reviews (QBRs) and annual strategy sessions.
  • Advise clients on industry trends, regulatory updates, and best practices.
• Strategic Advocacy – Serve as the primary point of contact, building trusted, long‑term relationships and acting as the client’s advocate within brighthush.
  • Champion client needs in product roadmap discussions.
  • Represent client interests in cross‑functional meetings.
  • Maintain a deep understanding of each client’s business model and pain points.
• Cross‑Functional Coordination – Partner with Sales, Product, Implementation, and Support teams to ensure timely, high‑quality execution of client engagements.
  • Facilitate knowledge transfer between teams during handoffs.
  • Align on feature releases, training schedules, and support SLAs.
  • Resolve conflicts and prioritize initiatives based on client impact.
• Platform Adoption & Training – Drive adoption through proactive outreach, training coordination, and usage reviews.
  • Organize role‑based training sessions and webinars.
  • Develop adoption playbooks tailored to different user personas.
  • Track training completion rates and correlate with platform usage.
• Expansion & Upsell Opportunities – Identify potential expansion opportunities and collaborate with Sales to surface contextual client insights.
  • Analyze usage patterns to uncover unmet needs.
  • Prepare expansion proposals and ROI analyses.
  • Co‑sell additional modules, consulting services, or advanced compliance packages.

Essential Qualifications – What We’re Looking For

• Bachelor’s degree in Business, Project Management, Information Security, or a related field, or equivalent professional experience.
• 3–5 years of proven experience in client success, account management, or project management within a SaaS, consulting, or professional services environment.
• Demonstrated ability to manage client relationships and deliver measurable outcomes.
• Strong track record of coordinating work across cross‑functional teams.
• Payment Card Industry Professional (PCIP) certification required within the first 12 months of employment.

Preferred Qualifications – Bonus Points

• Experience supporting compliance‑driven, security, or regulated environments.
• Background working with higher education or similarly complex client organizations.
• Coursework or certification related to customer success, project management, or information security.
• Experience with data‑driven customer success platforms (e.g., Gainsight, Totango).
• Fluency in multiple languages is a plus for global client engagements.

Core Skills & Competencies – What Makes You Successful

• Client Relationship Management – Build and nurture long‑term partnerships that drive loyalty and growth.
• Strategic Thinking – Translate client goals into actionable success plans that align with business objectives.
• Cross‑Functional Collaboration – Work seamlessly with Sales, Product, Implementation, and Support to deliver a unified client experience.
• Data‑Driven Decision Making – Leverage analytics to guide client strategies and measure impact.
• Influence & Communication – Persuade stakeholders and articulate complex concepts clearly to both technical and non‑technical audiences.
• Adaptability – Thrive in a fast‑moving, evolving environment where priorities shift quickly.
• Project Management – Plan, execute, and monitor initiatives with precision and accountability.
• Problem Solving – Diagnose issues quickly and develop creative, client‑centric solutions.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, we believe in investing in our people. As a Senior Customer Success Manager, you’ll have access to:

• Structured mentorship programs with senior leaders who guide your professional development.
• Professional development courses in security, compliance, SaaS product management, and leadership.
• Opportunities to lead cross‑functional initiatives, shape product roadmaps, and influence company strategy.
• Clear promotion pathways to Director of Customer Success, Head of Client Services, or VP of Customer Experience.
• Annual learning stipend for conferences, certifications, and industry events.
• Internal knowledge‑sharing sessions and hackathons that foster innovation.

Work Environment & Culture – Remote, Yet Connected

Our remote‑first model empowers you to work from anywhere while staying connected through collaborative tools such as Slack, Microsoft Teams, and Zoom. We schedule regular virtual team events, including monthly town halls, quarterly hackathons, and informal coffee chats, to foster camaraderie and knowledge exchange. Our culture is built on transparency, continuous improvement, and mutual respect. Diversity and inclusion are core to our identity, and we celebrate the unique perspectives each team member brings.

Compensation & Benefits – We Value Your Contribution

Competitive base salary ranging from $75,000 to $80,000 annually, commensurate with experience. In addition, brighthush offers a robust benefits package that includes:

• Medical, dental, and vision coverage with a generous network of providers.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Generous paid time off (PTO) and holiday schedule, plus a flexible work‑from‑home policy.
• 401(k) plan with company match and student loan repayment assistance.
• Life insurance and Accidental Death & Dismemberment (AD&D) coverage.
• Employee Assistance Program (EAP) and wellness resources, including virtual fitness classes.
• Employee Stock Purchase Plan (ESPP) with discounted shares.
• Tuition reimbursement for approved courses and certifications.
• Performance‑based incentive pay tied to client success metrics.
• Short‑ and long‑term disability coverage.
• Annual wellness stipend for health and fitness activities.

Equal Opportunity & Inclusion – Our Commitment

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or any other protected status.

Important Notes – Practical Information

• This position is fully remote and full‑time.
• We do not sponsor visas; candidates must be authorized to work in the United States without future sponsorship.
• All hiring decisions are made in accordance with federal, state, and local laws.
• We require a reliable high‑speed internet connection and a dedicated workspace.
• Travel may be required for occasional client visits or industry events (up to 10% of the year).

Ready to Make an Impact?

If you are a proactive, client‑centric professional who thrives in a dynamic, security‑focused environment, we want to hear from you. Join brighthush and help institutions worldwide protect their most valuable assets while advancing your career in a supportive, forward‑thinking organization.

Apply today and become a key driver of success for our clients and for brighthush’s continued growth.