Senior Strategic Customer Success Manager – Enterprise Identity & Security Solutions at brighthush

About brighthush

brighthush is a global leader in cloud‑based identity and access management, empowering enterprises to secure digital experiences while delivering frictionless, personalized journeys for users worldwide. With a portfolio that spans authentication, single sign‑on, privileged access, and zero‑trust security, brighthush helps Fortune 100 companies protect their most valuable assets—people, data, and applications—without compromising on usability. Our mission is simple yet powerful: digital freedom for every user, everywhere.

Founded in Denver, Colorado, brighthush has grown into a vibrant, distributed organization that values innovation, collaboration, and the authentic selves of its people. We serve a diverse set of industries—from finance and healthcare to retail and public sector—providing the same core technology that enables secure, seamless access across devices, locations, and contexts. At brighthush, we don’t just build technology; we build a culture that celebrates individuality, fosters continuous learning, and drives collective impact.

Role Overview

As a Senior Strategic Customer Success Manager, you will be the trusted partner and technical advocate for our most critical enterprise customers. You will own the end‑to‑end customer journey, ensuring that each engagement delivers measurable value, drives adoption, and positions brighthush as the preferred identity partner. Your influence will shape product strategy, customer experience, and the long‑term success of our clients.

Key Responsibilities

• Incident Leadership: Serve as the primary point of contact for high‑impact incidents, coordinating cross‑functional response, managing expectations, and communicating resolution progress to stakeholders.
• Data‑Driven Insight: Analyze support tickets, survey results, renewal metrics, and usage patterns to uncover trends, risks, and opportunities for proactive engagement.
• Voice of the Customer: Champion customer needs within brighthush, translating feedback into actionable product enhancements and service improvements.
• Adoption & Utilization: Monitor adoption curves, identify adoption blockers, and recommend tailored strategies to accelerate feature uptake and ROI.
• Strategic Guidance: Provide proactive, consultative guidance on brighthush’s feature set, aligning technology solutions with each customer’s business objectives.
• On‑Site & After‑Hours Support: Travel to customer sites as needed and be available for after‑hours or weekend coverage to ensure uninterrupted service.
• Hands‑On Contribution: Dive into technical troubleshooting, configuration assistance, and data analysis to deliver tangible value and build credibility.

Essential Qualifications

• Minimum of 4 years of experience in Customer Success, Customer Experience, or a related field.
• Proven track record in consulting and implementing cloud‑based IT solutions, preferably in identity or security domains.
• Strong technical aptitude: ability to quickly grasp complex architectures, use cases, and integration patterns.
• Curiosity and proactive mindset: adept at uncovering adoption blockers, risk factors, and growth opportunities.
• Hands‑on experience with CRM platforms such as Salesforce (SFDC) or Gainsight, and proficiency in data analysis tools.
• Solid understanding of cloud solutions, SaaS delivery models, and security best practices.

Preferred Qualifications

• Advanced degree (MBA, MS in Computer Science, or related field) or industry certifications (e.g., CISSP, CISM, AWS Certified Solutions Architect).
• Experience managing enterprise‑scale customer portfolios and driving multi‑year renewal cycles.
• Background in identity and access management (IAM) or cybersecurity product management.
• Fluency in data visualization and reporting tools (e.g., Tableau, Power BI).
• Multilingual capabilities to support global customers.

Skills & Competencies

• Communication: Clear, concise, and persuasive communication across technical and non‑technical audiences.
• Stakeholder Management: Build and maintain trust with C‑suite executives, IT leaders, and end‑users.
• Problem Solving: Analytical mindset with a knack for turning data into actionable insights.
• Project Management: Ability to juggle multiple initiatives, set priorities, and deliver on commitments.
• Empathy & Resilience: Deep empathy for customer challenges and resilience in high‑pressure situations.
• Collaboration: Cross‑functional teamwork with Sales, Product, Engineering, and Support.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by impact, learning, and leadership. As a Senior Strategic Customer Success Manager, you will:

• Progress to Director or VP of Customer Success, overseeing a global portfolio and shaping the customer experience strategy.
• Transition into Product Management or Solutions Architecture roles, leveraging deep customer insights to influence product roadmaps.
• Participate in executive‑level initiatives, such as customer advisory boards and industry panels.
• Access to continuous learning: internal training programs, external certifications, conference sponsorships, and mentorship from senior leaders.
• Opportunity to lead cross‑functional projects that drive innovation and operational excellence.

Work Environment & Company Culture

brighthush thrives on a culture that blends the agility of a startup with the stability of a global enterprise. We champion:

• Flexibility: Remote‑first mindset with flexible hours to support work‑life balance.
• Collaboration: Open communication channels, regular town halls, and cross‑team hackathons.
• Diversity & Inclusion: Employee Resource Groups (ERGs) that foster belonging and celebrate diverse perspectives.
• Community Impact: Global volunteering initiatives, sustainability projects, and partnerships with nonprofits.
• Innovation: Continuous improvement culture, where every employee is encouraged to experiment and iterate.

Compensation & Benefits

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

• Base Salary: $76,000 – $95,000 (dependent on experience, skills, and location).
• Variable Pay: Performance‑based bonus tied to customer success metrics and company goals.
• Equity: Stock options to share in brighthush’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus wellness stipends.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous PTO, holidays, and parental leave.
• Professional Development: Education reimbursement, conference travel, and certification support.
• Commuter & Remote Support: Commuter offset for select locations and home‑office stipend.
• Other Perks: Flexible work arrangements, employee discounts, and a culture of continuous learning.

How to Apply

Ready to shape the future of secure digital experiences? Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to this role at brighthush

Closing Statement

At brighthush, we believe that every customer success story is a testament to the power of technology when paired with human insight. As a Senior Strategic Customer Success Manager, you will be at the forefront of this mission, turning complex challenges into opportunities for growth and innovation. If you thrive in a fast‑paced, collaborative environment and are passionate about empowering organizations to achieve digital freedom, we want to hear from you. Join us, and together we’ll build a safer, more connected world—one identity at a time.