Senior Customer Success Manager – Strategic Account Leadership & Product Adoption Specialist at brighthush

About brighthush

brighthush is a trailblazing technology leader at the intersection of identity, security, and artificial intelligence. With a global footprint spanning more than 50 countries, we empower enterprises to secure digital access for both people and machines, ensuring that every interaction is safe, seamless, and scalable. Our mission is to build a world where identity is the foundation of trust, and our products are the invisible guardians that enable innovation, compliance, and growth.

Why Join brighthush?

At brighthush, we don’t just build software – we shape the future of secure digital ecosystems. Our culture is built on curiosity, collaboration, and a relentless commitment to customer success. As a Senior Customer Success Manager, you will be at the forefront of this journey, partnering with C‑suite leaders, product teams, and engineering squads to translate complex technology into tangible business outcomes.

Key Responsibilities

• Strategic Account Leadership: Own a portfolio of high‑value enterprise accounts, serving as the primary point of contact for all customer success initiatives. Build deep, trust‑based relationships with executive stakeholders, ensuring alignment between their business objectives and our solutions.
• Product Adoption & Enablement: Drive adoption of brighthush’s identity and AI security platform across customer organizations. Design and deliver tailored onboarding, training, and enablement programs that accelerate time‑to‑value.
• Risk Mitigation & Retention: Proactively identify churn risks through data‑driven insights, usage analytics, and customer health scoring. Develop and execute retention plans that reduce attrition and increase upsell opportunities.
• Customer Advocacy & Feedback Loop: Serve as the voice of the customer within brighthush. Capture feedback, translate it into product enhancements, and collaborate with product management to prioritize features that deliver maximum value.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to create a unified customer experience. Facilitate joint business reviews, product demos, and roadmap discussions.
• Data‑Driven Decision Making: Leverage analytics tools to monitor usage patterns, identify adoption bottlenecks, and report on key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Lifetime Value (CLV), and renewal rates.
• Travel & On‑Site Engagement: Travel up to 15% of the time to meet with key customers, attend industry events, and represent brighthush at conferences and partner summits.

Essential Qualifications

• Minimum 5 years of progressive customer success or account management experience in a SaaS or technology environment.
• Strong track record of managing enterprise accounts, driving adoption, and achieving renewal targets.
• Proficiency in the brighthush platform, with a deep understanding of identity, access management, and AI security concepts.
• Certified brighthush Professional and Administrator (or equivalent certification) demonstrating mastery of platform configuration and best practices.
• Excellent communication skills in English, both written and verbal; proficiency in additional languages is a plus.
• Analytical mindset with the ability to interpret data, generate insights, and translate them into actionable strategies.
• Strong stakeholder management skills, capable of influencing at all levels of an organization.
• Self‑motivated, results‑oriented, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

• Advanced degree (Master’s or PhD) in Business, Computer Science, Information Technology, or a related field.
• Experience in the identity and access management (IAM) or cybersecurity industry.
• Background in AI or machine learning product adoption.
• Experience with customer success platforms such as Gainsight, Totango, or similar.
• Prior exposure to global enterprise deployments and multi‑region support.
• Fluency in Polish or other European languages.

Key Skills & Competencies

• Strategic Thinking: Ability to align customer goals with product capabilities and long‑term business strategy.
• Relationship Building: Proven skill in cultivating trust with C‑suite executives and technical leaders.
• Project Management: Expertise in coordinating cross‑functional initiatives, managing timelines, and delivering on commitments.
• Data Analysis: Proficiency in using dashboards, SQL, and analytics tools to derive actionable insights.
• Problem Solving: Creative approach to troubleshooting complex technical and business challenges.
• Communication: Clear, concise, and persuasive communication across diverse audiences.
• Adaptability: Thrives in a dynamic environment, quickly adjusting priorities as customer needs evolve.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our technology. As a Senior Customer Success Manager, you will:

• Progress to a Customer Success Leadership role, overseeing a team of success managers and shaping the overall strategy.
• Transition into Product Management or Customer Experience roles, leveraging your deep customer insights.
• Participate in leadership development programs, mentorship, and executive shadowing opportunities.
• Attend industry conferences, workshops, and certification courses to stay ahead of emerging trends.
• Contribute to internal knowledge bases, best‑practice guides, and community forums, establishing yourself as a thought leader.

Work Environment & Culture

brighthush embraces a culture of transparency, innovation, and inclusivity. Our remote‑first model empowers you to work from anywhere in Poland, while our virtual collaboration tools keep teams connected and productive. We celebrate diversity, encourage continuous learning, and reward bold ideas that push the boundaries of identity security.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success professionals.
• Performance‑based bonuses tied to customer renewal, adoption, and satisfaction metrics.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off, parental leave, and wellness stipends.
• Professional development budget for certifications, courses, and conferences.
• Equity or stock‑option program to share in the company’s growth.
• Annual company retreats, team‑building events, and community service initiatives.

How to Apply

If you are passionate about empowering enterprises to secure their digital future, and you thrive in a collaborative, high‑impact environment, we would love to hear from you. Join brighthush and help shape the next generation of identity and AI security solutions.