Senior Remote Customer Success Manager – EMEA Mid‑Market Growth & Retention Champion – Driving Adoption, Expansion, and Customer Delight at brighthush

About brighthush

brighthush is a pioneering force in the cybersecurity arena, delivering open‑source password management solutions that empower individuals, teams, and enterprises worldwide. Since our founding in 2015, we have cultivated a vibrant community of over 200,000 users and a dedicated team of 201‑500 professionals who thrive on innovation, transparency, and an unwavering focus on customer success. Our headquarters in Santa Barbara, California, serves as a collaborative hub, but our culture is truly global—our remote‑first approach means you can join us from anywhere in the world.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we believe that the best products are built with the customer in mind. As a Senior Remote Customer Success Manager, you will be the linchpin that connects our technology, our people, and our clients. You’ll help shape the future of secure digital identity, drive adoption, and ensure that every user experiences the full value of our platform. In return, we offer:

• Fully remote work with a flexible schedule that respects your life and productivity.
• Competitive salary and equity package aligned with industry standards.
• Comprehensive health, dental, and vision benefits, plus a generous paid time off policy.
• Access to the brighthush #growth‑club—an internal community focused on continuous learning, mentorship, and career acceleration.
• Opportunities to travel to regional hubs for team events, workshops, and product launches.
• A culture that celebrates transparency, collaboration, and a shared commitment to security and privacy.

Key Responsibilities

As the Customer Success Manager for the EMEA mid‑market segment, you will own the entire customer journey—from onboarding to renewal—ensuring that each client realizes maximum value from brighthush solutions. Your day‑to‑day activities will include:

• Customer Journey Oversight – Manage the lifecycle of each account, from initial engagement through renewal, ensuring seamless transitions and consistent value delivery.
• Onboarding Excellence – Design, document, and refine Standard Operating Procedures (SOPs) that accelerate time‑to‑value and deepen user engagement.
• Account Development Planning – Collaborate with clients to create Account Development Plans (ADPs) that set clear objectives, utilization milestones, and measurable growth targets.
• Health Monitoring & Proactive Support – Leverage analytics, usage metrics, and customer feedback to detect early warning signs, intervene before churn occurs, and recommend tailored solutions.
• Cross‑Functional Liaison – Act as the central point of contact between Sales, Product, Engineering, and Support, anticipating needs, clarifying priorities, and removing roadblocks.
• Quarterly Business Reviews (QBRs) – Lead QBRs that showcase achievements, gather insights on evolving requirements, and reinforce the value of brighthush solutions.
• Revenue Expansion – Partner with Account Executives to identify upsell and cross‑sell opportunities, providing data‑driven recommendations and account analyses.
• Product Feedback Loop – Work closely with Product and Engineering to translate customer insights into feature requests, roadmap priorities, and product enhancements.
• Process Champion – Continuously refine internal processes, leverage data insights, and advocate for improvements that elevate the overall user experience.
• Executive Reporting – Deliver concise, actionable updates to leadership on high‑impact customers, highlighting usage trends, success milestones, and emerging concerns.
• Industry Thought Leadership – Maintain deep expertise in brighthush offerings and industry trends, providing forward‑looking counsel to strategic clients.

Essential Qualifications

• 3+ years of experience in customer success, account management, or a related role within the SaaS or cybersecurity industry.
• Proven track record of driving adoption, retention, and expansion in a mid‑market or enterprise environment.
• Strong analytical mindset with the ability to interpret usage data, identify trends, and translate insights into actionable strategies.
• Exceptional communication skills—both written and verbal—across all levels, including executive stakeholders.
• Demonstrated ability to manage multiple accounts simultaneously while maintaining high service quality.
• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot) and data visualization tools (e.g., Tableau, Power BI).
• Fluency in English; proficiency in additional EMEA languages (e.g., German, French, Spanish) is a plus.
• Self‑motivated, proactive, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

• Background in cybersecurity or identity & access management.
• Experience with open‑source software communities or community‑driven product ecosystems.
• Knowledge of GDPR, CCPA, and other privacy regulations relevant to the EMEA region.
• Prior experience leading or participating in product beta programs and user research initiatives.
• Certifications in customer success (e.g., Certified Customer Success Manager) or related fields.

Core Skills & Competencies

• Customer‑Centric Mindset – Passionate about ensuring clients achieve their desired outcomes at every touchpoint.
• Empathy & Relationship Building – Ability to forge authentic connections, understand stakeholder pain points, and translate them into actionable plans.
• Strategic Thinking – View the customer journey holistically, anticipating future needs and aligning solutions accordingly.
• Data‑Driven Decision Making – Use metrics, dashboards, and qualitative feedback to guide strategy and measure success.
• Collaboration & Influence – Work seamlessly across Sales, Product, Engineering, and Support to deliver a unified customer experience.
• Presentation & Storytelling – Communicate complex concepts clearly, tailoring messaging to technical and non‑technical audiences.
• Adaptability & Resilience – Thrive in a dynamic environment, pivoting quickly in response to changing priorities.
• Continuous Learning – Stay current on industry trends, emerging technologies, and best practices in customer success.

Career Growth & Learning Opportunities

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

• Progress into senior customer success roles, such as Senior CS Manager, Director of Customer Success, or VP of Customer Experience.
• Take on cross‑functional projects that expose you to product strategy, sales enablement, and data analytics.
• Participate in the brighthush #growth‑club, where you’ll attend workshops, mentorship sessions, and industry conferences.
• Earn certifications in customer success, project management, or cybersecurity to enhance your skill set.
• Contribute to the open‑source community, sharing insights and best practices that shape the future of secure digital identity.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll be part of a diverse, global team that values:

• Open communication—weekly all‑hands meetings, real‑time chat channels, and transparent decision‑making.
• Collaboration—cross‑functional projects that break down silos and foster shared ownership.
• Innovation—freedom to experiment, iterate, and bring new ideas to life.
• Work‑life balance—flexible hours, generous PTO, and a focus on mental and physical well‑being.
• Community—regular virtual coffee breaks, team‑building activities, and a vibrant internal social platform.

Compensation & Benefits

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

• Base salary aligned with industry benchmarks for remote Customer Success Managers in the EMEA region.
• Performance‑based bonuses tied to customer satisfaction, renewal rates, and expansion revenue.
• Equity options that allow you to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) or equivalent retirement plan with company match.
• Paid parental leave, sick leave, and a generous vacation policy.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including mental health support and fitness reimbursements.

How to Apply

If you’re ready to make a tangible impact on the lives of thousands of users, drive growth for a leading cybersecurity brand, and thrive in a culture that values innovation and customer success, we want to hear from you. Submit your application through our careers portal or click the link below to start your journey with brighthush.