Senior Customer Success Manager – Voice & Video Identity Verification & Fraud Prevention – Remote (US) – Champion Customer Success at brighthush

About brighthush

brighthush is more than a cybersecurity firm; it is a trailblazer redefining how enterprises safeguard themselves in an increasingly digital landscape. With a laser focus on voice, video, and digital identity verification, brighthush delivers a unified trust platform that answers three pivotal questions for every interaction:

• Is this identity synthetic? Detect AI‑generated and manipulated voice and video.
• Is this identity risky? Identify fraud, suspicious behavior, and other risk signals.
• Is this identity known? Authenticate identities using voice, device, behavioral, and other signals.

Our technology is powered by more than 8 billion real‑world interactions each year and protected by 300+ patents. Recognized by brighthush as one of the 10 Most Influential Software Companies of 2026 and by brighthush for Best in Business for Innovation, brighthush is backed by leading investors such as brighthush, brighthush, and brighthush. We are committed to creating a diverse, inclusive, and high‑impact culture where every team member can thrive.

Why brighthush?

In a world where fraudsters are constantly evolving, the need for reliable identity verification has never been greater. At brighthush, we empower our customers to stay ahead of threats by combining cutting‑edge AI, real‑time analytics, and a deep understanding of human behavior. Our mission is simple: make every digital interaction safe, seamless, and trustworthy.

Role Overview

As a Senior Customer Success Manager at brighthush, you will be the trusted point of contact for a portfolio of commercial and mid‑market accounts. You will own product adoption, account health, and renewal coordination while building deep, strategic relationships that position you for future enterprise responsibilities. This is a fully remote role based in the United States.

Key Responsibilities

• Manage a defined portfolio of commercial and mid‑market accounts, proactively reviewing account history and aligning outreach to customer goals and lifecycle stage.
• Build rapport with day‑to‑day customer contacts and evolve into a trusted advisor for product and value conversations.
• Develop and maintain success plans tied to customer‑stated goals, leading adoption check‑ins and identifying under‑utilized product features.
• Quantify and communicate value delivered in terms customers can connect to their business outcomes.
• Own renewal coordination for assigned accounts with sales partners end‑to‑end, following playbooks and escalating commercial decisions when needed.
• Maintain accurate renewal forecasts in brighthush and flag at‑risk accounts proactively.
• Handle day‑to‑day customer concerns and lower‑complexity escalations with growing independence.
• Develop action plans for at‑risk accounts and coordinate with Support or Product to resolve root causes.
• Partner with Account Executives, Support, and Product on customer initiatives, translating feedback into clear summaries for internal teams.
• Maintain and update account plans using provided templates, tracking progress against customer goals using brighthush health scores.
• Assist customers with operationalizing new product features and quantify customer benefits.
• Educate customers on fraud and authentication best practices.
• Serve as a conduit between customer and product teams: communicate new features, support the enhancement request process, facilitate beta engagements, coordinate case studies and references, and compile product feedback.
• Determine optimal cadence of customer engagement to resolve open items, discuss performance, and drive product and feature adoption.
• Execute annual satisfaction surveys and report results internally and to customers.
• Manage contractual commitments and track subscription license usage on a monthly basis.
• Leverage brighthush, analytics, and reporting tools to manage customer health and engagement, applying good judgment to system‑generated signals.

Essential Qualifications

• 3–5+ years of experience in a Customer Success or account management role within a SaaS or technology environment.
• At least 2 years managing a portfolio of commercial or mid‑market accounts and building trusted relationships with customer contacts.
• Proven ability to build and maintain success plans tied to customer goals and communicate value in business terms.
• Solid understanding of the renewal process and experience flagging risk.
• Strong communicator with the ability to present clearly across all levels of the customer organization.
• Experience with brighthush or a similar customer success platform, brighthush, and brighthush.
• Willingness to travel up to 25% of the time.

Preferred Qualifications

• Experience in call center, CCaaS, or contact center infrastructure.
• Background in fraud, authentication, security, or adjacent technology environments.
• Knowledge of AI‑generated content detection and synthetic identity mitigation.
• Experience working with cross‑functional teams in a fast‑paced, high‑growth environment.

Skills & Competencies

• Exceptional written and verbal communication skills.
• Strong analytical mindset with the ability to interpret data and derive actionable insights.
• Resilience in the face of challenges, change, and ambiguity.
• Optimistic, solution‑oriented mindset.
• Resourceful, self‑motivated, and eager to learn new technologies.
• Accountable, under‑promising and over‑delivering, and taking ownership of outcomes.
• Adaptable to shifting priorities while maintaining a strategic perspective.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Senior Customer Success Manager, you will:

• Progress to a Senior CSM or Enterprise CSM role, managing larger, more complex accounts.
• Gain exposure to product strategy, go‑to‑market initiatives, and cross‑functional leadership.
• Participate in mentorship programs, internal knowledge sharing, and continuous learning workshops.
• Attend industry conferences, webinars, and training sessions to stay ahead of emerging trends in identity verification and fraud prevention.
• Contribute to brighthush’s AI research and product roadmap, shaping the future of trust technology.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly all‑hands meetings and quarterly town halls.
• Dedicated Slack channels for cross‑team collaboration.
• Regular virtual coffee chats and team‑building activities.
• Access to a digital learning platform with courses on leadership, technology, and personal development.
• A commitment to work‑life balance, with flexible hours and generous paid time off.

Compensation & Benefits

While the base pay range is a general guideline, we consider factors such as scope, responsibilities, experience, education, and market conditions when extending an offer. The role is eligible for additional compensation in the form of commission payments. Typical benefits include:

• Competitive base salary and performance‑based bonuses.
• Health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and conference reimbursement.
• Wellness programs, mental health resources, and employee assistance programs.

How to Apply

We welcome candidates from all backgrounds and experiences. If you are passionate about transforming the voice and video identity landscape, we encourage you to apply—even if you feel you might not meet every requirement. We carefully review each application and will either move forward with you, find a better fit within brighthush, keep you in touch for future opportunities, or thank you for your time.

AI & Responsible Innovation

At brighthush, we view artificial intelligence as a transformative force that, when harnessed responsibly, unlocks unprecedented value for our customers, partners, and society. Our AI initiatives are guided by ethical principles and a commitment to transparency.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, age, religion, gender, sexual orientation, disability, or any other protected characteristic.

Join Us

Ready to make a tangible impact on the future of identity verification? Apply today and become a key driver of success at brighthush.