Senior Strategic Customer Success Manager – Driving Digital Identity Excellence & Customer Advocacy at brighthush

About brighthush

brighthush is a trailblazer in the identity and access management space, empowering enterprises worldwide to secure digital experiences without compromising usability. Our cloud‑native platform enables customers to shop, work, bank, and interact wherever they choose—without friction, without fear. At brighthush, we don’t just build technology; we cultivate a culture of digital freedom that inspires every team member to innovate, collaborate, and champion every identity.

Headquartered in Denver, Colorado, brighthush serves more than half of the Fortune 100, delivering secure, seamless identity solutions that protect both data and people. Our mission is simple: make digital interactions safe, intuitive, and inclusive for everyone. If you thrive in a fast‑moving, customer‑centric environment and want to help shape the future of secure digital experiences, brighthush is the place for you.

Why Join brighthush?

At brighthush, we believe that the best work happens when people feel empowered, respected, and connected. Our culture is built on:

• Innovation & Impact: Your ideas directly influence product roadmaps and customer success strategies.
• Collaboration: Cross‑functional teams—from engineering to marketing—work together to solve complex problems.
• Diversity & Inclusion: We celebrate individuality and create a safe space for authentic self‑expression.
• Growth & Learning: Continuous learning is embedded in our career paths, with access to training, certifications, and mentorship.
• Flexibility: We support remote work, flexible hours, and a healthy work‑life balance.

Key Responsibilities

As a Senior Strategic Customer Success Manager, you will be the trusted advisor and technical partner for our most critical accounts. Your day‑to‑day activities will include:

• Act as the primary point of contact for major customer incidents, managing expectations and communications through resolution.
• Analyze customer data—support cases, survey responses, renewal behaviors—to uncover technical trends, adoption gaps, and risk factors.
• Serve as the voice of the customer within brighthush, advocating for their needs in product, engineering, and executive discussions.
• Monitor adoption and utilization metrics, providing actionable recommendations to optimize usage and drive value.
• Proactively guide customers on platform features and best practices aligned with their business objectives.
• Occasionally travel to customer sites and be available for after‑hours or weekend coverage as required.
• Demonstrate hands‑on technical expertise by troubleshooting complex issues and collaborating with support and engineering teams.
• Mentor junior CSMs, sharing knowledge, coaching on relationship building, and fostering a culture of continuous improvement.

Essential Qualifications

• Minimum of 4 years of experience in Customer Success, Customer Experience, or a related field.
• Proven track record consulting and implementing cloud‑based IT systems, preferably in identity management or related security domains.
• Strong technical aptitude: ability to quickly learn customer use cases, architectural requirements, and troubleshoot complex technical scenarios.
• Experience with CRM and customer success platforms such as Salesforce (SFDC), Gainsight, or equivalent tools.
• Solid understanding of cloud solutions, SaaS delivery models, and modern authentication protocols.
• Excellent communication skills—both written and verbal—across all stakeholder levels.
• Self‑motivated, proactive, and comfortable working in a fast‑paced, evolving environment.

Preferred Qualifications

• Experience managing enterprise‑scale accounts with high renewal value.
• Background in cybersecurity, compliance, or regulatory frameworks (e.g., GDPR, CCPA).
• Knowledge of identity protocols such as SAML, OAuth, OpenID Connect, and multi‑factor authentication.
• Previous leadership or mentorship roles within a customer success organization.
• Fluency in additional languages or experience working with global teams.

Skills & Competencies

• Strategic Thinking & Problem Solving
• Relationship Management & Influence
• Data Analysis & Insight Generation
• Technical Troubleshooting & Architecture Awareness
• Project Management & Prioritization
• Collaboration & Cross‑Functional Alignment
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As a Senior Strategic CSM, you will:

• Progress to a Director or VP of Customer Success role, shaping strategy for the entire customer portfolio.
• Lead cross‑functional initiatives that influence product development, go‑to‑market, and partner ecosystems.
• Access to continuous learning programs—technical certifications, leadership workshops, and industry conferences.
• Opportunity to mentor and coach emerging talent, building a high‑performing team culture.
• Participate in innovation labs and hackathons to prototype new customer success tools and processes.

Work Environment & Culture Highlights

Our remote‑first model is complemented by regional hubs that foster collaboration and community. At brighthush, you’ll experience:

• Transparent communication from leadership, with quarterly town halls and open Q&A sessions.
• Employee Resource Groups that celebrate diversity, equity, and inclusion.
• Regular virtual and in‑person team bonding events—hackathons, game nights, and wellness workshops.
• Global volunteering initiatives that allow you to give back to communities worldwide.
• A culture that rewards curiosity, experimentation, and continuous improvement.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and contributions:

• Base Salary: $76,000 – $95,000 (depending on experience and location) plus variable pay tied to performance and customer success metrics.
• Generous Paid Time Off (PTO) & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options (medical, dental, vision, mental health)
• Retirement Programs (401(k) with company match)
• Education Reimbursement for relevant courses, certifications, and conferences.
• Commuter Offset (for employees in supported locations)
• Access to wellness programs, gym memberships, and mental health resources.

How to Apply

Ready to take the next step in your customer success journey? Join brighthush and help us redefine secure digital experiences for the world. Submit your application through our careers portal or connect with our recruiting team directly. We look forward to exploring how your expertise can drive value for our customers and shape the future of identity technology.