Senior Remote Customer Success Manager – Enterprise SaaS Email Security & Threat Prevention – Championing Adoption, ROI, and Sustainable Growth at brighthush

Welcome to brighthush – Where Email Security Meets Innovation

At brighthush, we’re not just a SaaS company; we’re a movement that redefines how organizations protect, manage, and optimize their most critical communication channel: email. Founded in 2003 in London, we have evolved from a small startup into a global powerhouse with a workforce of over 1,000 talented professionals. Our mission is simple yet powerful: make email security effortless, measurable, and scalable so that our customers can focus on what truly matters—innovation, growth, and delivering value to their stakeholders.

We operate in a world where email remains the primary vector for phishing, ransomware, and data exfiltration. Our platform blends advanced threat intelligence, AI‑driven analytics, and human risk management into a single, intuitive experience. As a remote‑first organization, we empower our teams to work from anywhere while staying tightly connected through cutting‑edge collaboration tools and a culture that celebrates curiosity, experimentation, and measurable impact.

Why Your Next Career Move Should Be With brighthush

As a Senior Remote Customer Success Manager, you’ll be at the heart of our customer experience. You’ll partner with mid‑market and enterprise clients, guiding them through the entire lifecycle of our security platform—from onboarding and adoption to expansion and renewal. What sets brighthush apart is the autonomy you’ll receive, the resources you’ll have at your disposal, and the direct impact you’ll make on product evolution and customer success metrics.

We celebrate diversity, champion continuous learning, and reward performance with competitive compensation, flexible benefits, and a culture that values collaboration, curiosity, and measurable impact. If you thrive in a fast‑paced, security‑focused SaaS environment and want to shape the future of email protection, brighthush is the place for you.

Key Responsibilities – Your Day‑to‑Day Impact

In this role, you will own the end‑to‑end customer experience across our suite of security products, including Email Threat Protection, Human Risk Management, brighthush’s AI‑driven threat intelligence engine, and DMARC Analyzer. Your responsibilities will include:

• Platform Adoption & Optimization: Drive activation, utilization, and configuration health across the portfolio, ensuring customers derive maximum value from each module.
• Human Risk Management Maturity: Connect behavioral data and attack‑exposure insights to brighthush’s HRM framework, recommending targeted awareness training and measurable outcomes.
• Technical & Value Health: Track adoption depth, feature utilization, deployment completeness, and customer satisfaction signals to proactively manage renewal risk.
• Proof of Value & Narrative: Quantify and communicate value through metrics, threat‑block summaries, and HRM progression; lead technical briefings in Business Reviews, Executive Business Reviews (EBRs), and executive meetings.
• Trusted Relationship Building: Engage technical and executive stakeholders, translate complex security architecture into business value, and represent the customer voice to Product Management.
• Churn Prevention & Recovery: Partner with Account and Renewals Managers to identify churn risk 90 days before renewal, lead technical recovery plans, and support gross and net revenue retention.
• Expansion Identification: Spot expansion signals—unused modules, seat growth, HRM maturity readiness, compliance gaps—and provide the Account Manager with actionable context.
• Escalation Transparency: Own critical technical escalations, coordinate with Support Engineering, and keep customers and pod partners informed through resolution.
• Executive Sponsor Program: Identify suitable accounts, facilitate introductions, coordinate sponsor cadence calls, and brief brighthush sponsors before engagements.
• Data‑Driven Prioritization: Leverage customer data, health signals, AI‑guided insights, and next‑best‑action recommendations to prioritize work and deliver evidence‑based value conversations at scale.

Additional Impact Areas

• Product Feedback Loop: Capture customer pain points, feature requests, and success stories to inform the product roadmap and release planning.
• Community Building: Foster a vibrant community of power users through webinars, user groups, and online forums, amplifying brand advocacy.
• Compliance Enablement: Guide customers through industry‑specific compliance frameworks (GDPR, HIPAA, SOC 2, etc.) and help them achieve audit readiness.
• Thought Leadership: Represent brighthush at industry events, contribute to whitepapers, and publish case studies that showcase measurable ROI.

Essential Qualifications – What We Expect From You

• Proven Success in Enterprise Customer Success: Demonstrated ability to manage a portfolio of mid‑market or enterprise accounts with autonomy and judgment expected of an experienced customer‑facing professional, ideally within a security‑focused SaaS organization.
• Deep Knowledge of Email Security Architecture: Working knowledge of Secure Email Gateways, brighthush 365 Defender, DMARC, DKIM, SPF, email routing, and hybrid mail flow.
• Identity & Access Management Expertise: Familiarity with brighthush AD, SSO, and SAML, and how email security integrates into SOC and SIEM/SOAR workflows.
• Executive‑Level Engagement: Experience engaging technical administrators, CISOs, C‑level executives, and legal and compliance teams, translating complex security architecture into clear, value‑focused business conversations.
• Strategic Collaboration: Experience working alongside Account Managers or Account Executives in a named‑account model, with clear technical and value ownership, strong strategic collaboration, and an understanding of commercial ownership.
• Data‑Driven Mindset: Proficiency in customer health scoring, risk management, playbook execution, and Salesforce account activity and opportunity visibility.
• Soft Skills: A customer‑centric and empathetic approach, technical curiosity, proactive ownership, resilience, analytical thinking, adaptability, and the ability to influence customers and colleagues without direct authority.
• Communication Excellence: Excellent written and verbal communication skills, with credibility across both technical and executive audiences.
• Platform Experience: Direct experience with brighthush, brighthush, brighthush, or comparable email security or Human Risk Management platforms.
• Security Certifications: Security or vendor certifications—such as CompTIA Security+, CISSP Associate or full certification, CEH, or credentials aligned with email or cloud security.
• Regulatory Knowledge: Familiarity with FINRA, HIPAA, FCA, GDPR, ISO 27001, and SOC 2, plus the ability to interpret API logs, review connector health, and diagnose integration issues without first‑level escalation.

Preferred Qualifications – The Extra Edge

• High‑Growth SaaS Experience: Experience in a high‑growth SaaS environment with a track record of exceeding adoption and renewal targets.
• Data Analytics Proficiency: Background in data analytics or BI tools (e.g., brighthush, brighthush) to build dashboards that track customer health and value metrics.
• AI‑Driven Platforms: Knowledge of AI‑driven customer success platforms and the ability to apply next‑best‑action logic at scale.
• Product Roadmap Involvement: Previous involvement in product roadmap discussions or feature prioritization based on customer feedback.

Skills & Competencies – What Makes You a Standout

• Strategic Thinking & Execution
• Customer Advocacy & Relationship Management
• Technical Fluency & Security Domain Expertise
• Data‑Driven Decision Making
• Influence & Negotiation
• Project Management & Cross‑Functional Collaboration
• Continuous Learning & Adaptability
• Communication & Storytelling

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, your professional journey is supported by a robust learning ecosystem:

• Access to industry‑leading training programs, certifications, and conference sponsorships.
• Mentorship from senior leaders and peers across product, engineering, and sales.
• Clear career pathways from Customer Success Manager to Senior Manager, Director, and VP of Customer Success.
• Opportunities to transition into product management, consulting, or technical architecture roles.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.

Work Environment & Culture – Where Innovation Meets Collaboration

brighthush thrives on a culture of transparency, collaboration, and innovation. As a remote‑first organization, we provide:

• Flexible work hours and a fully remote setup for employees in the USA.
• State‑of‑the‑art collaboration tools (brighthush, brighthush, brighthush, brighthush) to keep teams connected.
• Monthly virtual town halls, hackathons, and cross‑team knowledge‑sharing sessions.
• A culture that celebrates wins, encourages experimentation, and values diverse perspectives.
• Inclusive hiring practices and a commitment to equal opportunity.

Compensation, Perks, and Benefits – We Value Your Contribution

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

• Base salary commensurate with market standards for senior customer success roles.
• Performance‑based incentive plans tied to adoption, renewal, and expansion metrics.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and financial wellness resources.
• Unlimited paid time off and flexible vacation policies.
• Wellness stipend, mental health support, and access to virtual fitness classes.
• Technology stipend for home office setup and high‑speed internet.
• Annual learning budget for courses, certifications, and conferences.

How to Apply – Join the brighthush Revolution

If you are passionate about driving customer success in a dynamic, security‑focused SaaS environment and thrive in a remote, collaborative culture, we want to hear from you. Submit your application through the link below and become part of the team that is shaping the future of email security.

Apply to this role at brighthush

Apply for this job