Senior Manager, Customer Success – Flagship Account Leadership & Technical Enablement at brighthush

About brighthush

brighthush is a global pioneer in digital investigative technology, delivering cutting‑edge software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT devices. With a presence in more than 30 countries, we empower law‑enforcement agencies, corporate security teams, and government bodies to protect people, assets, and national security. Our mission is simple yet profound: to give investigators the tools they need to uncover truth, prevent crime, and safeguard communities worldwide.

Why Join brighthush?

At brighthush, you’ll be part of a high‑impact, purpose‑driven organization that values innovation, integrity, and continuous learning. We invest heavily in professional development, offer a collaborative culture that rewards curiosity, and provide a platform where your ideas can shape the future of digital forensics. Whether you’re a seasoned customer success leader or a technical specialist looking to broaden your influence, brighthush offers the resources, mentorship, and autonomy to accelerate your career.

Role Overview

As the Senior Manager, Customer Success – Flagship Account Leadership & Technical Enablement, you will be the strategic steward for one of our most critical customers. You will own the entire customer journey, from onboarding through renewal, ensuring that the customer derives maximum value from brighthush’s solutions and that their business objectives are met. Your leadership will span cross‑functional collaboration, data‑driven decision making, and the direct management of a small technical support team.

Key Responsibilities

• Strategic Account Ownership: Own the end‑to‑end success strategy for the flagship customer, translating business goals into actionable plans and measurable outcomes.
• Customer Success Planning: Develop and maintain joint success plans aligned with adoption goals, value realization milestones, and executive expectations.
• Data‑Driven Insight: Leverage tools such as Gainsight CS, Salesforce CRM, and internal analytics to monitor health scores, adoption metrics, and risk indicators; proactively intervene before issues arise.
• Executive Relationship Management: Serve as the primary point of contact for C‑suite stakeholders, conducting regular business reviews, presenting ROI, and articulating strategic roadmaps.
• Cross‑Functional Coordination: Act as the liaison between Sales, Professional Services, Technical Support, Product Management, Engineering, and Education to ensure seamless delivery and continuous improvement.
• Team Leadership: Directly manage, coach, and develop a team of two Technical Support Engineers, setting clear expectations for technical excellence, customer engagement, and professional growth.
• Risk & Issue Management: Identify, assess, and mitigate risks; coordinate rapid response to critical incidents, ensuring minimal impact on the customer.
• Voice of the Customer: Represent the customer’s perspective in internal planning, prioritization, and product roadmap discussions.
• Continuous Improvement: Drive initiatives that enhance customer outcomes, product quality, and support processes, feeding insights back into the broader organization.

Essential Qualifications

• Post‑secondary education in Digital Forensics, Cybersecurity, Computer Science, Engineering, or a related field.
• Minimum 6 years of experience in Customer Success, Strategic Account Management, Technical Account Management, or a comparable customer‑facing role.
• At least 2 years of proven leadership experience managing technical or customer‑facing teams.
• Demonstrated success in managing complex, high‑profile customer relationships and delivering measurable business outcomes.
• Strong technical acumen with the ability to engage confidently with technical stakeholders and troubleshoot complex issues.
• Exceptional communication, facilitation, and relationship‑building skills, coupled with a customer‑first mindset.
• Proficiency in using Gainsight CS, Salesforce CRM, and Salesforce Service Cloud (or equivalent platforms).

Preferred Qualifications

• Fluency in Arabic (written and verbal).
• Experience in Digital Forensics and Incident Response (DFIR).
• Prior exposure to the public sector or national security environments.
• Experience with data‑driven customer health scoring and predictive analytics.

Skills & Competencies

• Strategic Thinking & Execution
• Data Analysis & Insight Generation
• Stakeholder Management & Influence
• Technical Troubleshooting & Problem Solving
• Team Coaching & Development
• Project Management & Prioritization
• Change Management & Process Improvement

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Manager, you will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Cross‑functional rotational opportunities in Product Management, Engineering, or Professional Services.
• Leadership development workshops focused on strategic account management, data analytics, and customer advocacy.
• Conferences and industry events sponsorships, enabling you to stay at the forefront of digital forensics trends.
• Clear promotion pathways to Director of Customer Success or VP of Customer Experience.

Work Environment & Culture

brighthush embraces a hybrid‑flexible model that balances remote work with in‑office collaboration. Our UK‑based remote role follows a Sunday‑to‑Thursday schedule (9 am–5 pm Arabia Standard Time), with occasional travel (up to 20%) for customer engagements, training, or team meetings. We foster a culture of transparency, accountability, and continuous improvement, encouraging every team member to bring their authentic self to work.

Compensation & Benefits

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

• Base salary commensurate with market standards for senior customer success leaders.
• Performance‑based bonus structure tied to customer health, adoption, and renewal metrics.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, including personal days and volunteer leave.
• Professional development stipend and access to online learning platforms.
• Employee recognition programs and quarterly awards.
• Wellness initiatives, including mental health resources and flexible work arrangements.

How to Apply

If you are passionate about driving customer success, leading high‑impact teams, and shaping the future of digital forensics, we encourage you to apply today. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role at brighthush. We look forward to learning how you can help our flagship customer—and our organization—reach new heights.

brighthush Commitment to Diversity & Inclusion

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All applicants will receive reasonable accommodations throughout the hiring process. For any accommodation requests, please contact [email protected].

Background Checks & Legal Compliance

All offers of employment at brighthush are contingent upon satisfactory completion of a background check in accordance with applicable laws. For U.S. applicants, brighthush participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm your authorization to work in the U.S.

Privacy & Data Handling

brighthush handles and uses personal data of job applicants in line with its .