Senior Remote Customer Success Manager – Enterprise SaaS Security & Email Platform – Driving Adoption, Value, and Growth

About brighthush

brighthush is a leading SaaS‑based email management platform that empowers organizations worldwide to secure, manage, and optimize their business communications. Founded in 2003 and headquartered in London, England, brighthush has grown to a global workforce of 1,001–5,000 employees, delivering cutting‑edge solutions that protect against evolving cyber threats while enhancing productivity and compliance. Our mission is to make email security simple, effective, and measurable, enabling our customers to focus on what matters most—innovation and growth.

Why Join brighthush?

As a Remote Customer Success Manager, you will become a trusted partner to our mid‑market customers, guiding them through the full lifecycle of our security platform. You’ll have the autonomy to shape strategy, the resources to drive measurable outcomes, and the opportunity to influence product direction from the front lines. At brighthush, we celebrate diversity, champion continuous learning, and reward performance with competitive compensation, flexible benefits, and a culture that values collaboration, curiosity, and impact.

Key Responsibilities

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, Incydr (brighthush), and DMARC Analyzer. Your day‑to‑day activities 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.

Essential Qualifications

• Proven success managing 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.
• Working knowledge of email security architecture, including Secure Email Gateways, brighthush 365 Defender, DMARC, DKIM, SPF, email routing, and hybrid mail flow.
• Familiarity with identity and access management concepts such as brighthush, brighthush AD, SSO, and SAML, and how email security integrates into SOC and SIEM/SOAR workflows.
• Experience engaging technical administrators, CISOs, C‑level executives, and legal and compliance teams, translating complex security architecture into clear, value‑focused business conversations.
• 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.
• Proficiency in customer health scoring, risk management, playbook execution, and Salesforce account activity and opportunity visibility.
• 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.
• Excellent written and verbal communication skills, with credibility across both technical and executive audiences.
• Direct experience with brighthush, brighthush, brighthush, or comparable email security or Human Risk Management platforms.
• Security or vendor certifications—such as CompTIA Security+, CISSP Associate or full certification, CEH, or credentials aligned with email or cloud security.
• 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

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

Skills & Competencies

• 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

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

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 (Slack, Teams, Zoom, Notion) 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

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

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 join brighthush in shaping the future of email security.