Senior Customer Success Manager – Scaled Success Architect & Automation Lead for Enterprise SaaS
About brighthush
brighthush is the trusted source for open source security, delivering hardened, production‑ready builds that power the software engineers and AI agents of today’s most innovative companies. With a portfolio that spans brighthush Images and Professional Services, we help Fortune 500 enterprises, global industry leaders, and ambitious startups alike build faster, stay compliant, and eliminate risk. Our mission is simple yet bold: secure the software supply chain by default. We’re backed by leading venture capital firms and a community of industry experts who are redefining what it means to protect the digital world.
The Opportunity
As a Senior Customer Success Manager – Scaled Success Architect at brighthush, you will be the architect of our customer success ecosystem. Your focus will be on designing and executing automated, data‑driven strategies that empower our customers to onboard, adopt, and realize value at scale. If you thrive on building repeatable processes, leveraging technology to drive engagement, and turning data into actionable insights, this role is crafted for you.
Key Responsibilities
- Customer Journey Design & Automation: Build, launch, and continuously refine scalable success programs that guide customers from onboarding through renewal. Identify automation opportunities—lifecycle email campaigns, in‑app guidance, and resource libraries—to reduce manual touchpoints.
- Customer Engagement & Enablement: Lead a one‑to‑many engagement strategy using webinars, office hours, community initiatives, and a growing knowledge base. Curate digital content such as onboarding guides, best‑practice documentation, and product tutorials to foster self‑sufficiency.
- Cross‑Functional Collaboration: Partner with Product, Marketing, and Education teams to align success initiatives with new features and launches. Work closely with Sales and Support to ensure seamless, consistent experiences across all customer touchpoints.
- Data‑Driven Insights & Optimization: Monitor health metrics, usage patterns, and engagement signals to surface trends and proactive improvement opportunities. Iterate on program performance, measuring impact on adoption, retention, and renewal.
- Strategic Portfolio Ownership: Own a portfolio of enterprise customers, making autonomous decisions to de‑risk accounts, manage escalations, and engage leadership when necessary.
- Process Innovation: Design and optimize systems, workflows, and playbooks that drive outcomes at scale. Champion continuous improvement and operational excellence across the customer success organization.
Essential Qualifications
- 3+ years of experience in enterprise, customer‑facing roles such as Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical Support.
- Proven track record operating in a scaled or digital success model, using automation, data insights, and digital programs to engage and support customers efficiently across their lifecycle.
- Strong operational mindset with the ability to design and optimize systems, workflows, and playbooks that drive customer outcomes at scale.
- Strategic ownership of a customer portfolio, with the confidence to act autonomously, manage escalations, and engage leadership when appropriate.
- Entrepreneurial and builder mentality—ready to shape a new, fast‑growing team at brighthush and create scalable processes, programs, and tools.
- Data‑driven and proactive—comfortable using analytics, customer health data, and behavioral signals to inform engagement strategies and continuous improvement.
- High emotional intelligence and prioritization skills, coupled with a strong commitment to continuous learning, professional growth, and operational excellence.
Preferred (Strongly Encouraged)
- Previous early‑stage startup experience.
- Passion for technology and cybersecurity.
- Experience with SaaS or cloud‑native products.
- Background in building community or developer advocacy programs.
Why brighthush?
At brighthush, we’re more than a company—we’re a movement. Our culture is built on four core values that guide everything we do:
- Customer Obsession: We relentlessly focus on delivering solutions that create real value and improve our customers’ lives.
- Bias for Intentional Action: We prioritize, plan, experiment, and iterate quickly—learning fast from both successes and failures.
- Playful Yet Purpose‑Driven: We tackle a critical problem with focus and seriousness, but we also celebrate the journey and enjoy the process.
- Trust & Transparency: We operate with open communication, empowering team members to make well‑informed decisions.
Career Growth & Learning Opportunities
As a senior leader in our customer success organization, you will:
- Shape the strategic direction of our success programs and influence product roadmap decisions.
- Mentor and coach junior success managers, fostering a culture of continuous learning.
- Collaborate with cross‑functional leaders to drive company‑wide initiatives.
- Participate in industry conferences, speaking engagements, and thought‑leadership opportunities.
Compensation & Benefits
- Base Salary: Up to $160,000 per year, commensurate with experience.
- Bonus & Equity: Performance‑based bonus potential and stock options upon hire and promotion. Secondary offerings available, with a 10‑year exercise window.
- Health & Wellness: 100% coverage of health, vision, and dental premiums for you and your dependents.
- Remote‑First Culture: Work from anywhere with monthly stipends for coworking spaces, phone, and internet. Bi‑annual destination summits and team meet‑ups.
- Unlimited Time Off: Take the time you need to recharge and perform at your best.
- Parental Leave: 18 weeks paid for birthing parents and 12 weeks for non‑birthing parents, with flexible usage options.
- Additional perks: professional development budget, wellness programs, and a vibrant community of like‑minded innovators.
How to Apply
If you’re passionate about building scalable customer success programs, thrive in a fast‑paced environment, and want to join a team that’s redefining software security, we encourage you to apply. Even if you don’t meet every requirement, we welcome your application—brighthush values diverse backgrounds, perspectives, and experiences.
brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We consider qualified applicants with criminal histories in accordance with applicable law.
By submitting your application, you acknowledge that brighthush will process your personal data in accordance with our Global Candidate Privacy Notice.