Senior Enterprise Customer Success Manager – Remote, USA – Championing Adoption, Expansion, and Strategic Growth for Cutting‑Edge Identity & Security Solutions

About brighthush

brighthush is a trailblazer in the identity verification, security, and account protection arena. Founded in 2020, we have rapidly evolved into a trusted partner for Fortune 500 enterprises, helping them safeguard digital identities and secure account recovery processes. With a nimble team of 11‑50 professionals, we blend deep technical expertise with a customer‑centric mindset to deliver solutions that protect, authenticate, and empower users worldwide.

Why Join brighthush?

At brighthush, we believe that the future of digital security hinges on seamless, human‑centric identity experiences. As a remote‑first organization, we empower our people to work from anywhere in the United States while fostering a culture of collaboration, innovation, and continuous learning. If you thrive in a fast‑moving SaaS environment, enjoy building lasting relationships with C‑suite stakeholders, and want to shape the next generation of identity solutions, brighthush is the place for you.

Position Overview

We are seeking an experienced Enterprise Customer Success Manager to own the post‑sale journey for our most strategic accounts. In this role, you will be the primary advocate for our customers, ensuring they achieve rapid value, sustained adoption, and long‑term success with our identity verification platform. Your influence will span onboarding, adoption, renewal, and expansion, driving both customer satisfaction and revenue growth.

Key Responsibilities

• Customer Relationship Ownership – Manage a portfolio of high‑value enterprise accounts from day one through renewal, acting as the single point of contact for all strategic initiatives.
• Structured Onboarding Leadership – Partner with Solutions Engineering and Support to design and execute onboarding journeys that deliver first value quickly and accurately.
• Success Plan Development – Create and maintain detailed success plans aligned to each customer’s business goals, use cases, and risk profiles.
• Adoption & Engagement – Drive ongoing product adoption through regular check‑ins, Strategic Business Reviews (SBRs), and proactive recommendations tied to security and identity outcomes.
• Cross‑Functional Coordination – Serve as the primary liaison across Support, Engineering, and Product for any customer‑impacting issues, ensuring timely resolution and clear communication.
• Risk Management – Identify early signs of risk (usage gaps, stakeholder churn, stalled initiatives) and develop mitigation plans that keep the relationship on track.
• Renewal & Expansion Ownership – Own the end‑to‑end renewal process, including forecasting, stakeholder alignment, and commercial conversations. Proactively uncover expansion opportunities and coordinate with sales partners at the right time.
• Customer Advocacy – Capture feedback, usage patterns, and pain points, translating them into actionable insights for Product and Leadership to drive continuous improvement.
• Thought Leadership – Advocate best practices in identity, authentication, and account protection, helping customers mature beyond initial implementation.

Essential Qualifications

• 3–7 years of proven experience in Customer Success, Account Management, or Post‑Sales roles within B2B SaaS.
• Direct ownership of renewals and retention, ideally in an enterprise or security‑adjacent product.
• Demonstrated success running structured onboarding and long‑term customer success motions.
• Strong executive communication skills – comfortable engaging with CISOs, IT leaders, and senior operators.
• Ability to balance empathy with accountability; a trusted partner who can navigate hard conversations with confidence.

Preferred Qualifications

• Experience in security, identity, IAM, or adjacent infrastructure products.
• Background in data‑driven decision making, using analytics to inform strategy.
• Familiarity with enterprise contract negotiation and upsell processes.
• Proficiency with CRM and CS tools (e.g., Salesforce, Gainsight, HubSpot).

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate customer goals into actionable plans.
• Relationship Building – Proven track record of building trust with C‑suite stakeholders and technical teams alike.
• Analytical Acumen – Comfortable interpreting usage data, churn metrics, and ROI to guide recommendations.
• Project Management – Skilled at coordinating cross‑functional teams to deliver on time and within scope.
• Communication Excellence – Clear, concise, and persuasive in both written and verbal formats.
• Adaptability – Thrive in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As an Enterprise Customer Success Manager, you will:

• Progress into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product roadmap and go‑to‑market strategy.
• Participate in executive‑level strategy sessions, influencing the company’s direction.
• Access continuous learning resources, including industry certifications, workshops, and mentorship programs.
• Collaborate with global teams, expanding your network and cross‑cultural communication skills.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and empowerment. Our remote‑first model means you can work from anywhere in the U.S., with flexible hours that respect your work‑life balance. We celebrate diversity, encourage innovation, and reward results. Our culture is defined by:

• Open communication channels – from daily stand‑ups to quarterly town halls.
• Data‑driven decision making – every initiative is backed by measurable KPIs.
• Continuous improvement – we iterate on processes, products, and personal development.
• Community impact – we partner with nonprofits and industry groups to promote digital safety.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for senior Customer Success roles.
• Performance‑based bonuses tied to renewal, expansion, and customer satisfaction metrics.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and financial wellness resources.
• Unlimited paid time off and flexible work arrangements.
• Professional development budget for courses, conferences, and certifications.
• Wellness programs, including virtual fitness classes and mental health support.

How to Apply

If you are passionate about driving customer success in the identity and security space, and you want to make a tangible impact on enterprise customers, we would love to hear from you. Submit your application through our careers portal, and let’s explore how you can help shape the future of digital identity at brighthush.

Ready to take the next step? Join brighthush and become a pivotal part of a mission‑driven team that is redefining how businesses protect and authenticate their users.