Senior Onboarding Customer Success Manager – Enterprise IGA & AI‑Driven Adoption Specialist at brighthush

About brighthush

At brighthush, we’re redefining the future of digital security. Our mission is simple yet profound: protect the digital way of life for businesses and individuals worldwide. We operate at the intersection of cutting‑edge technology and real‑world impact, turning bold ideas into tangible solutions that safeguard data, identities, and critical infrastructures. Our culture is built on five core values—Disruption, Collaboration, Execution, Integrity, and Inclusion—that guide every decision, every product, and every partnership.

We’re not just a cybersecurity company; we’re a community of innovators who thrive on solving complex problems together. Whether you’re a seasoned engineer, a strategic thinker, or a customer‑centric leader, you’ll find a place where your voice matters and your contributions shape the industry’s future.

Why Join brighthush?

• Impact at Scale: Work with enterprise customers across the Americas, driving adoption of our Identity Governance and Administration (IGA) platform and ensuring they realize measurable business value.
• Remote‑First, Yet Connected: Our hybrid model empowers you to work from anywhere while staying close to customers and teammates through virtual collaboration tools and occasional in‑person workshops.
• Growth & Learning: We invest heavily in professional development—access to AI research labs, industry conferences, and internal mentorship programs.
• Diverse & Inclusive: Every team member is respected, heard, and empowered to bring their authentic self to work.
• Competitive Compensation: Base salary, performance bonuses, equity, and comprehensive benefits that support your well‑being.

Role Overview

As a Senior Onboarding Customer Success Manager at brighthush, you will be the champion of our enterprise customers’ journey from contract signing to full platform adoption. You’ll manage a high‑volume portfolio of more than 30 concurrent onboarding projects, ensuring each customer achieves early wins, clear success metrics, and a foundation for long‑term expansion. Your blend of business acumen, technical expertise, and AI‑savvy mindset will enable you to orchestrate cross‑functional resources—Services, Support, Sales Engineering, Product, and Partners—to deliver a repeatable, programmatic onboarding experience that sets the stage for customer success and revenue growth.

Key Responsibilities

• High‑Volume Portfolio Management: Balance and drive >30 concurrent customer onboarding projects from contract signature to foundational value, prioritizing initiatives based on business impact and resource availability.
• Value Realization & Success Planning: Collaborate with customer sponsors to define success criteria, measurable business outcomes, and a clear roadmap that aligns with their strategic objectives.
• Project Execution & Governance: Develop detailed project plans, manage risks, track milestones, and maintain proactive communication with executive stakeholders through steering calls and executive business reviews.
• Customer Training & Adoption: Lead training sessions, create adoption playbooks, and connect customers with self‑service guides, partner resources, and training portals to accelerate platform proficiency.
• AI & Process Innovation: Leverage AI tools to automate repetitive tasks, refine onboarding playbooks, and deliver a faster, more efficient customer experience.
• Blocker Removal & Support: Monitor support cases and product telemetry to anticipate and eliminate adoption blockers before they impact customer satisfaction.
• Commercial Alignment: Partner with Sales on renewal and upsell strategies once foundational onboarding KPIs are met, ensuring a seamless transition to the expansion phase.
• Product Feedback Loop: Capture early‑life customer experience insights and feature gaps, feeding them back to Product Management to influence roadmap decisions.

Essential Qualifications

• Location: Must be based on the US East Coast; Greater Boston area is highly preferred.
• IGA Expertise: Deep, hands‑on experience with Identity Governance and Administration platforms (e.g., SailPoint, Saviyant, RSA, Omada, One Identity).
• Customer Success & Onboarding Experience: 5+ years as a Customer Success Manager leading complex, multi‑threaded software onboarding or implementation projects for enterprise customers.
• Self‑Starter Mentality: Proven ability to thrive in a fast‑paced environment, independently managing a heavy account load (>30 accounts).
• AI & Tech Savvy: Comfortable using modern AI tools to boost productivity and continuously improve workflows.
• Executive Presence: Demonstrated skill in managing executive‑level relationships and navigating complex enterprise organizations.
• Methodology: Success with outcome‑based frameworks (OKRs, Success Plans, CSAT/NPS) and project‑management tools (Smartsheet, Monday.com, Jira, or similar).
• Technical Foundations: Strong general knowledge of Identity & Access Management (IAM), Windows/Active Directory, and at least one cloud platform (AWS, Azure, or GCP).
• Travel: Willingness to travel up to 15% for key workshops and executive reviews.

Preferred Qualifications

• Experience with Gainsight or similar customer success platforms.
• Background in cybersecurity consulting or services.
• Advanced certifications in IAM or cloud security (e.g., CISSP, CISM, AWS Certified Security).
• Fluency in data analysis tools (Excel, Power BI, Tableau) to drive insights and reporting.

What You’ll Bring to the Team

• Strategic Vision: Ability to translate customer goals into actionable onboarding plans that deliver tangible ROI.
• Communication Excellence: Clear, concise communication with technical and non‑technical stakeholders at all levels.
• Problem‑Solving Mindset: Proactive identification of risks and blockers, coupled with creative solutions that keep projects on track.
• Collaboration & Influence: Strong partnership skills across cross‑functional teams—Services, Support, Sales Engineering, Product, and Partners.
• Data‑Driven Decision Making: Use metrics and analytics to measure success, iterate on processes, and demonstrate value to customers and leadership.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry. As a Senior Onboarding CSM, you’ll have the opportunity to:

• Lead cross‑functional initiatives that shape the future of our onboarding playbooks and AI integration.
• Mentor junior CSMs and onboarding specialists, fostering a culture of continuous improvement.
• Transition into senior leadership roles—Customer Success Director, Head of Onboarding, or Product Management—based on your interests and performance.
• Participate in global conferences, hackathons, and AI research labs to stay at the forefront of cybersecurity innovation.
• Earn professional certifications and receive tuition reimbursement for advanced courses in IAM, cloud security, or AI.

Work Environment & Culture at brighthush

Our culture is built on trust, accountability, and shared success. You’ll find:

• Transparent Leadership: Open communication channels with senior executives and a clear understanding of company strategy.
• Inclusive Collaboration: Diverse teams that celebrate different perspectives, fostering creativity and innovation.
• Flexible Work Arrangements: Remote‑first policy with optional in‑office collaboration hubs.
• Well‑Being Focus: Comprehensive health benefits, mental health resources, and wellness programs.
• Community Impact: Opportunities to contribute to open‑source projects, cybersecurity education initiatives, and industry standards.

Compensation & Benefits

While the exact offer will depend on experience and location, the base salary range for this role is $123,880 – $202,070 per year. In addition, you may receive:

• Performance‑based bonuses tied to customer success metrics.
• Restricted stock units (RSUs) that vest over time, aligning your success with the company’s growth.
• Competitive health, dental, vision, and life insurance plans.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and flexible vacation policies.
• Continuous learning stipend and access to industry conferences.

How to Apply

If you’re ready to lead enterprise onboarding, accelerate customer success, and shape the future of cybersecurity, we want to hear from you. Join brighthush and be part of a team that’s redefining what it means to protect the digital world.

Apply Now

Our Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity in all its forms and are committed to creating an inclusive environment for all employees. We provide reasonable accommodations for qualified individuals with disabilities. If you require assistance, please contact [email protected].

Immigration Sponsorship

We do not sponsor work visas for this position.