Senior Enterprise Customer Success Manager – Strategic Account Leadership & AI‑Driven Fraud Prevention Specialist – Remote, brighthush

About brighthush

brighthush is a pioneering cybersecurity powerhouse that empowers businesses worldwide to protect their most valuable assets—people, data, and reputation—through cutting‑edge AI‑powered identity verification and fraud prevention solutions. Founded in 2011, we have evolved into a global leader in voice, video, and digital authentication, serving Fortune 100 companies, high‑growth startups, and everything in between. Our mission is simple yet profound: make every customer interaction safe, seamless, and friction‑free. At brighthush, we thrive on innovation, collaboration, and an unwavering focus on customer success. If you’re a seasoned professional ready to shape the future of secure digital communication, you’ll find a home here.

Role Overview

As a Remote Senior Enterprise Customer Success Manager, you will be the strategic partner and trusted advisor for our most critical enterprise and strategic customers. You will own the full customer lifecycle—from onboarding through renewal—while driving adoption, expansion, and measurable business outcomes. Your influence will span sales, product, support, and executive leadership, ensuring that every customer interaction reflects brighthush’s commitment to excellence.

Key Responsibilities

• Customer Portfolio Leadership – Own a portfolio of high‑value enterprise and strategic accounts, serving as the primary point of contact and success leader across all stakeholder levels, including C‑suite executives.
• Account Strategy & Planning – Collaborate with Account Executives to design and execute data‑driven account plans that align with each customer’s business priorities, retention goals, and expansion opportunities. Present strategic roadmaps to Sales and leadership.
• Renewal & Risk Management – Partner with sales to own the renewal lifecycle for complex accounts. Identify risks, forecast accurately, and develop mitigation plans that keep churn low and revenue predictable.
• Executive Business Reviews – Lead quarterly executive business reviews (EBRs) that translate brighthush capabilities into tangible, measurable outcomes for the customer. Quantify value realized versus expected and align on next steps.
• Data‑Driven Adoption & Expansion – Leverage product usage, health metrics, and business data to spot adoption gaps and uncover upsell opportunities. Advocate for the customer’s needs across product, sales, and GTM teams.
• Escalation & Issue Resolution – Independently manage complex escalations, including executive dissatisfaction. Coordinate recovery plans across Sales, Product, Support, and other partners, and conduct post‑mortems to prevent recurrence.
• Product Enablement & Feedback Loop – Guide customers through the operationalization of new features, quantify benefits, and educate them on fraud and authentication best practices. Serve as the conduit between customers and product teams, facilitating beta engagements, case studies, and reference programs.
• Cross‑Functional Process Improvement – Lead initiatives that elevate customer outcomes across the CS organization. Develop playbooks, processes, and tools that improve adoption, retention, risk management, and executive engagement.
• Mentorship & Team Development – Coach junior Customer Success Managers on account strategy, executive communication, renewal risk management, and advocacy, fostering a high‑performance culture.
• Engagement Cadence & Satisfaction – Determine optimal engagement frequency to resolve open items, discuss performance, and drive feature adoption. Execute annual satisfaction surveys and report insights internally and to customers.
• Contract & License Management – Manage contractual commitments, track subscription license usage monthly, and facilitate compliance and risk assessment responses.
• Health & Engagement Analytics – Utilize Gainsight, Salesforce, and other analytics tools to monitor customer health and engagement. Apply critical judgment to system signals and translate them into actionable insights.

Essential Qualifications

• 7–10+ years of progressive experience in Customer Success, Strategic Account Management, or Enterprise SaaS sales, with a proven track record of managing Fortune 100 accounts.
• Demonstrated ability to build and maintain C‑level relationships, leading executive business reviews and commercial conversations.
• Strong track record of owning renewals, managing customer health, and delivering quantifiable value that aligns with customer business outcomes.
• Experience developing multi‑quarter account plans, prioritizing across a portfolio, and identifying expansion opportunities based on usage and needs.
• Proficiency in cross‑functional collaboration with Sales, Product, Support, and Professional Services to drive customer success.
• Hands‑on experience with Gainsight, Salesforce, Google Workspace, and Microsoft Office.
• Willingness to travel up to 25% to meet with key customers and partners.

Preferred Qualifications

• Background in call center, CCaaS, or contact center infrastructure.
• Experience in fraud, authentication, security, or adjacent technology domains.
• Knowledge of anti‑fraud or authentication solutions.
• Experience with data analytics and reporting tools to derive actionable insights.

Skills & Competencies

• Communication & Presentation – Exceptional verbal and written communication skills, capable of engaging audiences at all levels, from frontline staff to C‑suite executives.
• Relationship Building – Proven ability to cultivate strong internal and external relationships that drive collaboration and trust.
• Resilience & Adaptability – Thrive in fast‑paced, ambiguous environments, turning challenges into opportunities.
• Optimism & Problem‑Solving – Maintain a positive mindset and a solution‑oriented approach to complex issues.
• Customer‑Centric Mindset – Passion for improving the customer experience, especially within the voice channel.
• Data Analysis – Strong analytical skills to uncover trends, diagnose issues, and recommend performance improvements.
• Resourcefulness – Quick to learn new tools, processes, and industry trends to deliver value.
• Accountability – Consistently deliver on commitments, under‑promise and over‑deliver.
• Strategic Vision – Ability to see the “forest through the trees,” balancing short‑term wins with long‑term goals.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As a Senior Customer Success Manager, you will:

• Lead high‑impact initiatives that shape the future of our customer success organization.
• Mentor and develop junior team members, building a legacy of excellence.
• Participate in leadership development programs, including executive coaching and cross‑functional projects.
• Access a generous learning budget for certifications, conferences, and courses that align with your career goals.
• Move into senior leadership roles such as Director of Customer Success, VP of Customer Experience, or Head of Enterprise Partnerships.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is built on:

• Innovation – Continuous experimentation and a bias for action.
• Transparency – Open communication across all levels.
• Diversity & Inclusion – A welcoming environment for people of all backgrounds.
• Work‑Life Balance – Unlimited PTO and a flexible schedule that respects personal commitments.
• Community – Regular virtual team events, hackathons, and wellness programs.

Compensation & 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 leaders.
• Performance‑based bonuses tied to customer retention, expansion, and satisfaction metrics.
• Equity grants that allow you to share in the company’s long‑term success.
• Unlimited Paid Time Off (PTO) and a flexible work schedule.
• Comprehensive health, dental, and vision plans, with employer‑paid options.
• Health Savings Account (HSA) with employer contribution.
• Life and disability coverage, with supplemental options.
• Paid parental leave for all parents, including birth, adoptive, and foster parents.
• One year of diaper delivery for new parents.
• Identity protection through Norton LifeLock.
• Monthly phone and internet allowance.
• One‑time home office stipend.
• Annual professional development stipend.
• Retirement plan with competitive 401(k) match.
• Wellness program, including Employee Assistance Program and 24/7 telemedicine.
• Social perks such as catered lunches, happy hours, chess and poker tournaments, and wellness events.

How to Apply

Ready to take the next step in your career and help shape the future of secure digital interactions? Submit your application through our careers portal or click the link below to apply directly.

Apply to this role at brighthush

Why brighthush?

At brighthush, you will join a team of passionate innovators who are redefining how businesses protect their customers. You will have the autonomy to own critical accounts, the support of a collaborative culture, and the resources to grow both personally and professionally. If you are a strategic thinker, a data‑driven problem solver, and a customer‑obsessed leader, we want you on our team.

We look forward to welcoming you to brighthush, where your expertise will help us secure the world, one interaction at a time.