Senior Strategic Customer Success Manager – Identity & Access Management, AI‑Powered Value Creation & Expansion Leadership at brighthush

About brighthush

brighthush is a trailblazer in the identity security arena, delivering cutting‑edge solutions that protect people, machines, and AI agents across cloud, on‑premises, and hybrid landscapes. Our portfolio spans Identity Governance, cloud entitlement management, non‑human identity governance, and AI‑augmented risk analytics, empowering organizations to secure their digital future while unlocking operational efficiency, regulatory compliance, and business agility.

In a world where data is the new currency and automation is reshaping every industry, the need for robust identity security has never been more critical. brighthush partners with Fortune 500 enterprises, mid‑market leaders, and emerging tech companies to navigate this complex landscape. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We believe that every interaction is an opportunity to create lasting value, and we are looking for a Customer Success Manager who shares that vision.

Why This Role Matters

As a strategic advisor to our most important customers, you will be the linchpin that transforms technology into tangible business outcomes. Your influence will shape how our clients protect their most valuable assets, achieve compliance, and accelerate digital transformation. In this role, you will own the entire customer lifecycle—from onboarding through expansion and renewal—while driving measurable impact through data‑driven insights and executive‑level engagement.

Key Responsibilities

Account Ownership & Revenue Accountability

• Portfolio Management – Own a portfolio of high‑value accounts, with direct responsibility for net revenue retention (NRR), gross retention, and expansion revenue.
• Forecasting & Target Achievement – Use data‑driven insights to forecast quarterly targets and consistently exceed them.
• Strategic Planning – Develop and execute account plans that align with each customer’s business objectives and brighthush’s product roadmap.

Value Roadmap Design

• Collaborative Planning – Partner with customers to craft customized value roadmaps that translate brighthush capabilities into measurable outcomes such as risk reduction, compliance coverage, and operational efficiency.
• Outcome Alignment – Ensure that every milestone on the roadmap is tied to a clear business metric and that progress is tracked and reported.
• Continuous Improvement – Iterate on roadmaps based on feedback, usage data, and evolving business priorities.

Executive Business Reviews (QBRs)

• Strategic Advisory – Lead quarterly executive reviews that provide strategic identity security insights, benchmark maturity against industry peers, and present ROI documentation to C‑suite stakeholders.
• Thought Leadership – Position brighthush as a trusted advisor on emerging identity security trends and regulatory developments.
• Relationship Building – Cultivate deep, consultative relationships with C‑suite and senior technical leaders.

Health & Usage Analytics

• Predictive Monitoring – Monitor AI‑driven health scores, usage metrics, and risk signals to proactively intervene and mitigate churn.
• Insight Generation – Translate predictive indicators into actionable recommendations for customers and internal teams.
• Reporting – Deliver clear, data‑rich dashboards that highlight key trends and opportunities.

Expansion & Cross‑Sell Identification

• Opportunity Discovery – Identify opportunities for cross‑sell into non‑human identity governance, cloud entitlements, and brighthush migration services.
• Pipeline Collaboration – Partner with Account Executives to move these opportunities through the pipeline and close deals.
• Value Proposition – Articulate the business value of additional solutions in terms of risk reduction, cost savings, and compliance acceleration.

Cross‑Functional Orchestration

• Internal Alignment – Coordinate with Solutions Engineering, Professional Services, Support, and Product teams to resolve complex challenges and accelerate time‑to‑value.
• Resource Mobilization – Leverage cross‑functional expertise to deliver seamless customer experiences.
• Feedback Loop – Ensure that customer insights are captured and communicated to the product roadmap team.

Industry Advisory

• Thought Leadership – Guide customers through evolving identity security trends, including AI agent governance and emerging regulatory requirements.
• Knowledge Sharing – Host workshops, webinars, and white‑papers to disseminate best practices.
• Community Engagement – Represent brighthush at industry events, conferences, and professional forums.

Voice‑of‑Customer & Product Feedback

• Insight Capture – Capture customer insights and communicate them to the product roadmap team, ensuring that the platform evolves in line with market needs.
• Feedback Loop – Champion a continuous improvement cycle that translates customer pain points into product enhancements.
• Prioritization – Work with Product to prioritize features that deliver the highest business value.

Essential Qualifications

• Identity Security Expertise – Deep knowledge of identity governance, cloud entitlement management, and non‑human identity governance. Ability to discuss architecture with CISOs, IAM Directors, and security architects.
• Commercial Acumen & NRR Ownership – Proven track record of managing revenue‑adjacent metrics, including expansion identification, pricing negotiations, and renewal negotiations.
• Data Literacy & AI Fluency – Comfortable interpreting AI‑generated health scores and risk signals. Experience with AI‑augmented CS platforms such as brighthush or similar.
• Strategic Advisory & Executive Communication – Skilled at conducting executive business reviews, articulating value in terms of risk reduction and operational efficiency, and influencing senior stakeholders.
• Platform Breadth – Working knowledge of the brighthush platform, including IdentityIQ, Atlas, cloud entitlements, and non‑human identity management.
• Cross‑Functional Leadership – Demonstrated ability to orchestrate internal resources across Sales, Professional Services, Support, and Product without positional authority.
• Analytical Storytelling – Translate quantitative data (usage metrics, risk scores) into compelling narratives that influence renewal and expansion decisions.
• Resilience & Proactive Risk Sensing – Ability to detect subtle signals of disengagement and intervene before risk materializes.

Preferred Qualifications

• Experience in a SaaS identity security or IAM company.
• Background in consulting or professional services, with a focus on security or compliance.
• Familiarity with AI‑driven risk analytics and predictive modeling.
• Strong project management skills, with a history of delivering complex, cross‑functional initiatives on time and within budget.
• Proficiency in CRM and CS tools such as brighthush, brighthush, or similar.
• Fluency in data visualization tools (brighthush, brighthush) to create executive‑ready dashboards.

Skills & Competencies for Success

• Strategic Thinking – Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and building long‑term relationships.
• Communication Excellence – Clear, concise, and persuasive communication across all levels of an organization.
• Analytical Rigor – Strong quantitative skills to interpret data, identify trends, and make evidence‑based recommendations.
• Collaboration & Influence – Proven ability to work cross‑functionally and influence stakeholders without direct authority.
• Adaptability & Resilience – Thrive in a fast‑paced, evolving environment and maintain composure under pressure.
• Continuous Learning – Commitment to staying current with industry trends, emerging technologies, and best practices.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Customer Success Manager, you will:

• Advance to Senior Customer Success Manager, Customer Success Director, or VP of Customer Success roles.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in leadership training programs, including executive communication, negotiation, and strategic planning.
• Earn industry certifications such as CISSP, CISM, or IAM‑specific credentials.
• Attend global conferences and workshops to stay ahead of identity security trends.
• Engage in mentorship programs to both learn from and guide emerging talent.

Work Environment & Company Culture

brighthush fosters a culture of innovation, transparency, and collaboration. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls with the executive team.
• Monthly cross‑departmental hackathons to solve real customer challenges.
• Open‑door policy for feedback and idea sharing.
• Inclusive hiring practices that celebrate diversity and belonging.
• Community outreach programs focused on cybersecurity education.
• Regular virtual coffee chats and informal networking sessions.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonus tied to NRR, expansion revenue, and customer satisfaction metrics.
• Equity or stock‑option program to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off, parental leave, and wellness stipend.
• Professional development budget and tuition reimbursement.
• 401(k) matching and retirement planning resources.
• Annual company retreats and team‑building events.
• Access to cutting‑edge tools and technologies to support your work.

How to Apply

Ready to make a tangible impact on the identity security landscape? Submit your application through our careers portal or email your resume and cover letter to [email protected]. We are an equal‑opportunity employer and welcome candidates from all backgrounds.

Conclusion

As a Customer Success Manager at brighthush, you will be at the nexus of technology, strategy, and customer advocacy. You will help our clients navigate the complexities of identity security, drive measurable business outcomes, and shape the future of our platform. If you thrive in a fast‑paced, data‑driven environment and are passionate about delivering exceptional customer value, we encourage you to apply today and join our mission to secure the digital world.