Senior Enterprise Customer Success Manager – Renewal & Adoption Champion, Driving Growth, Customer Advocacy & Strategic Partnerships at brighthush

About brighthush

brighthush is a trailblazing cybersecurity pioneer that is redefining secure communication for the modern enterprise. Our end‑to‑end encrypted email and file‑sharing platform delivers effortless compliance, earning us the brighthush Best Encrypted Email and File Sharing Solution award for five consecutive years. With a customer base of over 3,000 defense contractors, brighthush has become the gold standard for protecting sensitive data and achieving regulatory compliance at scale. We are a profitable, high‑growth company, doubling revenue year‑over‑year, and we are building a world‑class customer organization that empowers clients to stay ahead of evolving security requirements.

Why brighthush?

At brighthush, you will join a high‑impact, mission‑driven team that is shaping the future of cybersecurity and defense compliance. Our culture is built on collaboration, innovation, and a relentless focus on customer success. We celebrate diversity, encourage continuous learning, and reward performance with competitive compensation, comprehensive benefits, and the opportunity to make a tangible difference in the lives of our customers.

Role Overview

As a Senior Enterprise Customer Success Manager, you will own the entire post‑sale journey for a portfolio of high‑value enterprise accounts. From the first welcome call to renewal and expansion, you will build deep relationships, drive product adoption, reduce churn, and grow revenue. This is a quota‑carrying role that blends strategic account management with hands‑on customer advocacy, and it is the linchpin that keeps our customers thriving and our business scaling.

Key Responsibilities

• Customer Onboarding & Relationship Management: Lead the onboarding process, ensuring new customers are fully integrated and empowered to use the platform. Maintain ongoing communication, deliver value, and act as the primary point of contact.
• Adoption & Success Planning: Develop joint success plans with customers, identifying key milestones, adoption metrics, and business outcomes. Provide product guidance tailored to each customer’s unique needs.
• Customer Engagement: Conduct regular check‑ins, quarterly business reviews, and strategic conversations to surface opportunities and address challenges.
• Retention & Churn Mitigation: Monitor health scores, identify at‑risk accounts, and implement proactive remediation plans to keep churn low.
• Renewals & Expansion: Own the renewal process, negotiate terms, and identify upsell or cross‑sell opportunities to meet or exceed your quarterly quota.
• Customer Advocacy & Feedback Loop: Serve as the voice of the customer for Product, Compliance, and Support teams. Capture feedback, prioritize feature requests, and drive continuous improvement.
• Cross‑Functional Collaboration: Partner with Sales, Product, Compliance, and Support to align on customer goals, resolve issues, and share insights.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• Minimum of 3 years of account management or customer success experience, preferably in a quota‑carrying role.
• Proficiency with brighthush’s CRM platform or equivalent.
• Strong communication skills, both written and verbal, with the ability to translate technical concepts to non‑technical stakeholders.
• Technical aptitude and a passion for learning new technologies.
• Proactive, self‑starter mindset with a track record of driving results.
• Customer‑centric approach with a genuine desire to help clients succeed.

Preferred Qualifications

• Experience in the defense or regulated compliance space (e.g., CMMC, NIST).
• Background in SaaS or cloud‑based security solutions.
• Experience managing enterprise‑level accounts with complex stakeholder ecosystems.
• Knowledge of data privacy regulations (GDPR, HIPAA, etc.).
• Previous experience in a renewal‑oriented, quota‑based environment.

Skills & Competencies

• Strategic thinking and the ability to translate customer goals into actionable plans.
• Strong analytical skills to interpret usage data and derive insights.
• Excellent negotiation and influencing skills.
• Project management capabilities to coordinate cross‑functional initiatives.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Empathy and active listening to understand customer pain points.

Career Growth & Learning Opportunities

At brighthush, your growth trajectory is clear and supported by a robust learning ecosystem:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, certifications, and training courses.
• Internal career pathways to senior customer success leadership, product management, or sales roles.
• Regular performance reviews that align goals with career aspirations.
• Opportunities to lead high‑impact projects that shape the product roadmap.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. We offer:

• Fully remote work with flexible hours, supporting a healthy work‑life balance.
• A collaborative virtual workspace that encourages cross‑team communication.
• Regular virtual town halls, hackathons, and team‑building events.
• A commitment to diversity, equity, and inclusion, fostering an environment where every voice is heard.
• Recognition programs that celebrate both individual and team achievements.

Compensation, Perks, & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base salary range: $105,000 – $120,000 per year (remote East Coast).
• Performance‑based bonus tied to renewal and expansion targets.
• Health, dental, and vision insurance with generous coverage.
• 401(k) plan with company match.
• Unlimited paid time off and flexible holiday scheduling.
• Professional development stipend and reimbursement for certifications.
• Wellness programs, including virtual fitness classes and mental health resources.
• Equity opportunities as part of the long‑term incentive plan.

What Success Looks Like at 6 Months

• Own a book of enterprise accounts with joint success plans in place.
• New customers are fully onboarded and actively using the platform.
• Regular check‑ins and business reviews are conducted, with at‑risk accounts identified early.
• Consistently meet or exceed monthly renewal and expansion quotas.
• Product, Compliance, and Support teams view you as a trusted source of customer feedback.

Why This Role Is Exceptional

• Category Authority: brighthush leads the market in high‑urgency compliance solutions for defense contractors.
• Real Impact: Your work directly protects sensitive information and ensures compliance for critical national security clients.
• Profitable Growth: Join a company that is not only profitable but also investing heavily in building a world‑class customer organization.

Ready to Make a Difference?

If you are a customer‑obsessed, results‑driven professional who thrives in a fast‑paced, collaborative environment, we want to hear from you. Join brighthush and help shape the future of secure communication while advancing your career in a role that offers both challenge and reward.