Senior Enterprise Customer Success Manager – Cybersecurity SaaS Solutions & Strategic Partnerships – Remote (East Coast) – brighthush
Welcome to brighthush – A New Era of Cyber Resilience
At brighthush, we are redefining how organizations protect themselves in an increasingly digital world. Our cutting‑edge cyber readiness platform blends real‑world threat simulations, gamified learning paths, and AI‑driven insights to empower both human teams and intelligent systems. Trusted by Fortune 500 enterprises, government agencies, and leading managed security service providers, brighthush delivers the most immersive, data‑rich training experience on the market. With a global community of over 4 million members and 800+ enterprise customers, we are on a mission to make cyber resilience a standard, not a luxury.
Why Join brighthush?
brighthush is more than a company – it’s a community of passionate, innovative thinkers who thrive on solving complex security challenges. As a Senior Enterprise Customer Success Manager, you will be the bridge between our platform and the world’s most demanding enterprises, ensuring they extract maximum value from every interaction. You’ll work in a fully remote, East Coast‑aligned environment that values flexibility, autonomy, and continuous learning. If you love driving measurable impact, building lasting relationships, and shaping the future of cybersecurity, this role is for you.
Core Mission & Key Objectives
Your primary mission is to drive engagement and retention for high‑profile enterprise clients across the United States. You will partner with senior stakeholders, product, sales, support, and marketing teams to deliver a seamless, high‑value experience that translates into tangible business outcomes. Your success will be measured by key performance indicators such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Net Promoter Score (NPS).
Location & Work Mode
- Full‑time, remote role
- East Coast time zone alignment
- Flexible work hours with core overlap for collaboration
Team & Leadership
You will report directly to the Head of Customer Success for the U.S. market. Our team is a vibrant mix of technical and non‑technical professionals from diverse industries, all united by a shared commitment to customer success. You’ll collaborate closely with Product, Sales, Support, Marketing, and other cross‑functional teams, acting as the voice of the customer and a catalyst for continuous improvement.
Tools & Technology Stack
brighthush equips you with a powerful suite of tools to manage customer relationships and drive insights:
- ChurnZero – Customer health and engagement platform
- HubSpot – CRM and marketing automation
- Tableau – Advanced analytics and reporting
- Slack – Real‑time communication
- Gong – Conversation analytics and coaching
- brighthush Platform – The core product you’ll champion
In addition to technology, we value the 3 As – Adaptability, Active Listening, and Assertiveness – as the foundational skills that enable you to navigate complex conversations and drive customer success.
Key Responsibilities
- Guide new customers through the onboarding journey, ensuring a smooth transition from sales to success.
- Build and nurture trust‑based relationships with executive and senior stakeholders, including buyers, C‑suite leaders, and technical power users.
- Design and execute engagement plans that align with customer objectives and measurable outcomes.
- Analyze usage data to identify trends, uncover potential issues, and recommend proactive solutions using tools like Tableau.
- Respond promptly to customer inquiries, ensuring timely resolution and a high level of satisfaction.
- Identify and mitigate risks to customer health, proactively addressing churn signals and retention challenges.
- Coordinate with internal teams (Product, Support, Sales, Marketing) to resolve issues and deliver a seamless customer experience.
- Schedule and conduct regular check‑ins, Executive Business Reviews (EBRs), and quarterly business reviews (QBRs).
- Maintain accurate, up‑to‑date notes on customer health in HubSpot, ChurnZero, and other internal tools.
- Collect actionable feedback from customers and translate it into product improvement initiatives.
- Communicate the value and ROI of the brighthush platform, articulating how it addresses business challenges.
- Identify upsell and cross‑sell opportunities, collaborating with Sales to drive revenue growth.
Essential Qualifications
- Deep understanding of the SaaS model and customer success principles.
- Proven experience in a Customer Success role, preferably with enterprise clients.
- Experience supporting U.S. enterprise customers – a strong plus.
- Ability to navigate difficult conversations with customers and internal leadership.
- Fundamental knowledge of cybersecurity, including penetration testing and cyber defense concepts.
- Skilled in handling objections and overcoming challenges in the sales process.
- Comfortable owning and driving revenue retention metrics (GRR, NRR).
- Excellent collaboration skills across multiple internal stakeholders.
Preferred Qualifications
- Prior experience in the cybersecurity industry or with security‑focused SaaS products.
- Hands‑on experience with analytics platforms (e.g., Tableau, Power BI).
- Background in data‑driven decision making and customer health scoring.
- Experience managing a portfolio of high‑value enterprise accounts.
- Strong storytelling and presentation skills for executive audiences.
Skills & Competencies
- Strategic thinking and account planning.
- Exceptional communication and interpersonal skills.
- Analytical mindset with a passion for data‑driven insights.
- Proactive problem‑solving and risk mitigation.
- Adaptability in a fast‑moving, evolving environment.
- Customer‑centric mindset and a passion for delivering value.
- Team player who thrives in cross‑functional collaboration.
Career Growth & Learning Opportunities
At brighthush, we believe in investing in our people. As a Senior Enterprise Customer Success Manager, you will:
- Advance to a Director or VP of Customer Success role within 2–3 years.
- Lead strategic initiatives that shape the future of our platform and customer experience.
- Participate in leadership development programs and mentorship opportunities.
- Attend industry conferences, security summits, and hackathons to stay ahead of emerging threats.
- Access a dedicated budget for professional development, certifications, and training.
- Collaborate with global teams, gaining exposure to diverse markets and cultures.
Company Culture & Work Environment
brighthush fosters a culture that is:
- Supportive and caring – we celebrate wins and learn from challenges together.
- Inclusive and diverse – we value every perspective and champion equity.
- Flexible and autonomous – you have the freedom to own your work and manage your schedule.
- Fun‑centric – we believe that joy fuels creativity and productivity.
- Growth‑oriented – continuous learning is embedded in everything we do.
Our remote environment is powered by state‑of‑the‑art collaboration tools, and we host regular virtual meet‑ups, hackathons, and social events to keep the community alive and engaged.
Compensation & Benefits
Base Salary: USD 90,000 – 120,000 Gross Annual Bonus: 20% of base salary, tied to individual and company performance Health & Wellness: 100% employee coverage for medical, dental, and vision insurance Retirement: 401(k) with employer match Insurance: Employer‑paid life, AD&D, supplemental life, short‑term and long‑term disability Flexible Spending: Healthcare and dependent care FSA Family Support: Paid paternity and maternity leave Paid Time Off: 25 annual leave days plus public holidays Home Office: Allowance for ergonomic setup and high‑speed internet Professional Development: Dedicated budget for courses, certifications, and conferences Equipment: State‑of‑the‑art laptop, monitor, headset, and other peripherals Product Access: Unlimited access to the brighthush lab offerings for continuous learning and skill enhancement
Application Process – The Quest to Join brighthush
- Apply: Submit your application and tell us why this role excites you and what you bring to the table.
- Talent Screening: A conversation with our Talent Acquisition team to explore your background and aspirations.
- Chat with Your Future Manager: A relaxed, mutual vibe check with the Head of Customer Success for the U.S.
- Practical Task & Panel Presentation: A real‑world scenario that showcases your approach to customer success. Present your findings to a panel of team members.
- Final Conversation: A constructive discussion with senior leadership (SVP, Customer Success) to explore your future at brighthush.
- Offer & Onboarding: Receive your official offer and begin your journey with us.
Join the brighthush Revolution
If you’re ready to make a tangible impact, build lasting relationships, and grow alongside a world‑leading cybersecurity platform, we want to hear from you. brighthush is committed to fostering a diverse, inclusive, and equitable workplace. We evaluate every application solely on merit, skills, and qualifications, ensuring a fair and respectful hiring process.
Ready to hack your career? today and become part of a team that’s shaping the future of cyber resilience.
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