Senior LogScale & Next‑Gen SIEM Customer Success Manager – Bilingual (Spanish/English) – Remote – Driving AI‑Powered Security Adoption, Customer Success, and Growth at brighthush

About brighthush

brighthush is a global pioneer in cybersecurity, redefining how organizations protect their most valuable assets—people, processes, and technology. Since 2011, our mission has been clear: stop breaches before they happen. Leveraging an AI‑native platform that processes billions of events every day, we empower businesses across every industry to stay secure, compliant, and resilient. At brighthush, we blend cutting‑edge technology with a people‑first culture, giving our team the flexibility, autonomy, and support they need to innovate and grow.

Why This Role Matters

As a Senior LogScale & Next‑Gen SIEM Customer Success Manager, you will be the linchpin between our customers and the powerful capabilities of our LogScale and Next‑Gen SIEM suite. Your expertise will help clients unlock maximum value from their investment, drive adoption, and secure renewals and upsells—all while championing a culture of responsible AI adoption and continuous improvement.

What You’ll Do

Own a High‑Value Portfolio

• Build & nurture customer relationships – Own a portfolio of high‑value accounts across Mexico and Brazil, establishing trust and becoming the go‑to advisor for all SIEM and SOAR initiatives.
• Drive engagement & growth – Proactively identify opportunities for expansion, create tailored success plans, and guide customers through onboarding, adoption, and optimization phases.
• Strategic business reviews – Conduct quarterly reviews that align on business priorities, product roadmap, usage patterns, and best practices, ensuring customers see tangible ROI.
• Advocate for the customer – Serve as the customer’s voice within brighthush, surfacing feature requests, pain points, and success stories to product, engineering, and executive teams.
• Manage renewal risk – Collaborate with sales executives to mitigate churn, negotiate renewals, and secure upsell opportunities across the assigned territory.
• Escalation & issue resolution – Lead complex technical escalations, coordinating with internal engineers, knowledge bases, and support teams to deliver rapid, effective solutions.
• Content creation & knowledge sharing – Author knowledge base articles, case studies, and best‑practice guides that capture lessons learned and accelerate adoption across the customer base.
• Customer advocacy & evangelism – Identify and nurture reference customers, develop success stories, and participate in industry events to showcase the impact of brighthush solutions.
• Continuous learning & AI integration – Stay ahead of industry trends, leverage AI tools to enhance decision‑making, streamline workflows, and drive measurable business outcomes.

Day‑to‑Day Impact

• Own the full customer lifecycle from onboarding to renewal, ensuring a seamless journey.
• Collaborate with cross‑functional teams—sales, product, engineering, and support—to deliver a unified customer experience.
• Use data analytics and AI insights to forecast churn, identify upsell opportunities, and recommend proactive actions.
• Represent brighthush at conferences, webinars, and industry panels, positioning the brand as a thought leader in AI‑driven security.
• Mentor junior CSMs, sharing best practices and fostering a culture of continuous improvement.

Key Success Metrics

Success in this role will be measured by a blend of quantitative and qualitative indicators:

• Customer satisfaction scores (CSAT) and Net Promoter Score (NPS) above company benchmarks.
• Renewal rates and upsell revenue growth within the portfolio.
• Adoption metrics such as feature usage, log ingestion volume, and alert resolution times.
• Number of successful strategic business reviews and customer advocacy initiatives.
• Reduction in support ticket volume through proactive education and self‑service content.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (or equivalent experience).
• Minimum of 3 years in a Customer Success Manager (CSM) or Technical Account Manager (TAM) role, preferably within SaaS or cybersecurity.
• At least 2 years of hands‑on experience with SIEM and SOAR technologies.
• Professional fluency in both English and Spanish (written and spoken).
• Strong customer service orientation with the ability to quickly establish technical credibility.
• Excellent written and verbal communication skills, capable of translating complex technical concepts to business stakeholders.
• Proven problem‑solving abilities and a collaborative mindset.
• Willingness to travel up to 25% of the time to client sites in Mexico, Brazil, or other regions as needed.
• Demonstrated experience using AI technologies to streamline processes, improve efficiency, and drive business outcomes.

Preferred Qualifications (Bonus Points)

• 5+ years of Customer Success, Support, or Technical Account Management experience in a SaaS organization.
• Deep familiarity with DevOps, IT operations, security, or cloud concepts and technologies.
• Experience managing software integration projects, including orchestrating cross‑functional teams.
• Prior exposure to the log management space and related analytics platforms.

Core Skills & Competencies

• Strategic thinking and business acumen – translating customer goals into actionable success plans.
• Technical fluency – comfortable navigating enterprise web technologies, security infrastructures, and cloud environments.
• Data‑driven decision making – leveraging metrics, dashboards, and AI insights to guide recommendations.
• Influence & negotiation – building consensus across technical and executive stakeholders.
• Adaptability – thriving in a fast‑paced, remote environment while managing multiple priorities.
• Empathy & cultural sensitivity – engaging customers across diverse regions and languages.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our technology. As a Senior CSM, you’ll have the chance to:

• Lead cross‑regional initiatives and mentor junior team members.
• Shape product strategy by feeding real‑world customer insights into the roadmap.
• Advance into leadership roles such as Customer Success Director, Enterprise Account Executive, or Product Management.
• Participate in continuous learning programs, including certifications in SIEM, SOAR, cloud security, and AI analytics.
• Attend global conferences, hackathons, and industry panels to stay at the forefront of cybersecurity trends.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, accountability, and inclusivity. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Collaborative tools like Slack, Teams, and Miro for real‑time brainstorming.
• Annual global summits that bring together employees, partners, and customers.
• Employee resource groups that celebrate diversity and foster belonging.
• Volunteer programs that let you give back to communities worldwide.

Compensation, Perks & Benefits

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

• Market‑leading base salary and performance‑based bonuses.
• Equity options that align your success with the company’s growth.
• Comprehensive health, dental, and vision plans.
• Flexible paid time off, including vacation, sick leave, and personal days.
• Paid parental and adoption leave.
• Wellness programs covering physical, mental, and financial health.
• Professional development stipend for courses, certifications, and conferences.
• Remote work stipend to support home office setup.
• Annual team retreats and social events.

Join the brighthush Mission

If you are a bilingual, customer‑centric professional with a passion for AI‑driven security and a track record of driving adoption and growth, we want you on our team. Bring your expertise, curiosity, and commitment to excellence, and help us protect the world’s most critical assets—one customer at a time.

Ready to make a difference? Apply now and become a key player in brighthush’s mission to stop breaches and secure the future of cybersecurity.

Apply to this role at brighthush